FAQ
FAQ
Can you deliver the order to me?
Of course! We deliver to almost all EU countries. If you can't find yours on the list situated at the top left of the website, email us at [email protected], and we will help you to place the order.
What is the cost of sending the order?
Shipping cost depends on the region. It varies from 3.2 to 12.5 EUR.
How fast do you deliver the puzzles after placing the order?
Delivery time depends on the region. On average, it is 3 working days, but for some faraway regions, you will need to wait up to 5 days.
What to do if a delivery company damages the order?
First, inform us about the situation at [email protected]. Then our customer service will come to you with the solution. Believe us, we will do our best!
Can I return the puzzle?
Yes, you can return the puzzle within 14 days of receiving it. You will need to send the products by yourself at your expense. The address will be Zweenfurtherstr. 9, 04827 Gerichshain, Deutschland. As soon as we receive the product and check that it is not damaged, we will refund you the full amount of the purchase.
Where are your products manufactured?
You can find the address of our office in the “Contacts” section. For now, we have two factories in the EU — in Germany and in Hungary. Firstly, we cut details from the wood in Germany. Then deliver them to Hungary, where factory workers assembly puzzles and pack them. And the last step is to send puzzles back to German storage, from where you will get your parcel.
What does “quest in a handy format” mean?
This is the main idea behind our puzzles! All of them reflect real scenarios from our quest rooms that you can visit in Leipzig. When you come to Germany, come to us and complete the quest in real life! Information can be found here: escapewelt.de.
Can children play these puzzles?
We consider the products as 14+. The reason is in small details and the level of difficulty. But if you are ready to help a kid to solve it, go ahead!
What materials do you use?
100% natural! We make puzzles from high-strength birchwood that is nice to touch and smell. To be sure that no pieces of wood can make a splinter in your fingers, factory workers carefully polish details before assembling a puzzle.
Do you have a bonus system?
We work on increasing the percentage of discounts for regular customers. For now, you can get 5% off from the 2nd purchase and plus 5% off for bringing a friend with a referral code. Don't forget to check our social networks to find the hidden promo codes and learn about sales.