Don’t panic! We can help you!

Piece Replacement Policy

You’ve searched everywhere but still can’t find that last missing puzzle piece?

First, be sure you’ve looked thoroughly:

• Around your puzzle assembly area
• Inside the box — sometimes pieces get stuck in the bag
• Ask your pets — you’d be surprised what you might discover…

Still nothing? No problem.

Here are the steps to request a replacement piece:

1. Send us an email:

Submit your request by email at info@jacaroupuzzles.com, clearly describing the issue (missing piece, damaged piece, etc.) and including the title or model of the puzzle in question.

2. Include a proof of purchase:

Attach a valid proof of purchase from one of our verified retailers.

⚠️ We are unable to process requests for puzzles purchased second-hand or more than 6 months ago.

3. Provide photos of the puzzle:

• A photo of the completed puzzle
• One or more clear photos showing the specific area(s) where a piece is missing or damaged (if applicable)

4. Provide a photo of the puzzle box:

• Include a clear photo of the puzzle box showing the product code, if available.
• The code starts with DE- for Delfy puzzles or JP- for JaCaRou puzzles.
• This code helps us identify the exact edition of your puzzle to send the correct piece.
• Note: Some older editions may not have a code or may use different letters.

5. Provide your full mailing address:

Please specify the complete address where the replacement piece should be sent.

Gifts and second-hand purchases

• For puzzles received as gifts: A replacement is possible only if you can provide a valid proof of purchase from one of our recognized retailers.
• For puzzles bought second-hand (garage sales, trades, online platforms, etc.): These are not eligible for replacement.
• If a product has been discontinued, we may not be able to replace the missing pieces.
• While we do our best to assist, our policy is designed to avoid fraudulent claims.

We appreciate your understanding and cooperation in helping us maintain excellent service for our customers.

IMPORTANT: We are able to replace missing or damaged pieces for all our puzzles if the above criteria are met.

Once we receive your information, we will contact you by email to confirm whether the piece has been sent or if we need
additional details.

Your request will be processed as quickly as possible.

Thank you for helping us serve you better!

 

Replacement Policy – Magnolia and YAZZ Puzzles

As of now, Magnolia and YAZZ Puzzle are not always able to provide replacement pieces for their puzzles. This means that it is possible we may not be able to replace missing or defective pieces for these brands. However, we are committed to doing our best to find a suitable solution whenever possible.

Step 1 – Contact the Manufacturer

We recommend that you first try to contact the manufacturer directly. If this doesn’t lead to a resolution, we will do our best to assist you within the limits of the available options.

Step 2 – Verify Your Purchase

If your puzzle was purchased new within the last six (6) months, please reach out to us by email at:

📧 info@jacaroupuzzles.com

To help us evaluate your request, please include the following:

1. clear and detailed description of the issue showing the missing or defective pieces
   
2. copy of your proof of purchase from one of our authorized retail partners
   

Important Conditions:

• purchased new (used or second-hand puzzles are not eligible)
  
• gift, a proof of purchase is still required so we can confirm that it was sold through one of our authorized retailers
  
  As distributor (not the manufacturer), we must be able to trace the origin of the product in order to offer any assistance

We understand how disappointing a missing puzzle piece can be, and we truly appreciate your patience and understanding. Your cooperation is essential in helping us investigate and find a possible solution.

Please don’t hesitate to reach out with any questions or for further clarification.

Thank you for your trust!

If you notice that you are missing a color to complete your diamond painting project, you can contact us.

How to claim your missing diamonds:

1. Provide the name of the canvas or kit purchased.
2. Specify where and when it was purchased.
3. Let us know which color is missing, by providing the #DMC. You will find this number on the symbol chart, to the right of the symbol.
4. Send us a photo of the product.
5. Provide your mailing address so we can send you the missing diamonds.
6. Send this information to info@jacaroupuzzles.com.

We will respond quickly to confirm the receipt of your request and that the diamonds are on their way.

Thank you for your cooperation.

If you notice that you are missing a yarn color to complete your latch hook project, here’s how to proceed:

How to request the missing color:

1. Let us know the name of the purchased item.
2. Specify where and when you bought it.
3. Tell us which yarn color is missing by providing the number. This number can be found on the symbol chart, to the right of the symbol.
4. Send us a photo of the product.
5. Provide your mailing address so we can send you the color.

Send this information to info@jacaroupuzzles.com. We will respond promptly to confirm receipt of your request and the shipment.

Thank you for your cooperation.

Our puzzles may appeal to you so much that you want to frame them. We never use glue on our end to frame our puzzles so we are not familiar with the process. If you use adhesive or other products to keep the puzzle, we are not responsible for any possible damage caused by these products. Please test on a small area before proceeding. It would be a shame if a newly assembled puzzle was ruined.

If your product is defective, you could return it to us for a replacement, but you must first contact us either by email at info@jacaroupuzzles.com so that we can assess the situation and find the solution that applies to your case.

We guarantee your satisfaction. If you are not satisfied with the item you have received, and you want a refund, we will refund everything with proof of purchase and return of the product. Simply return the item if you are not satisfied with it. However, your disappointment must be justified. Therefore, we kindly ask you to contact us to give us the reasons for your return request.

The buyer pays the delivery costs of the returned items which we will reimburse if the complaint is justified and the problem is obvious. The refund will be made once the returned items have been received.

If you wish the product to be replaced because it is defective, we can replace it with another identical or equivalent one if it is no longer available. We may ask to provide pictures of the issue which will often suffice to identify the problem. However, we may ask you to return the defective product to us before sending you a new one if necessar.

The items on our website are of excellent quality. We support and are proud of the quality of our merchandise.

However, you must understand that to benefit from replacement service, the product must have been purchased new and less than 6 months old. Beyond this period, it may be difficult to respond to your request. We do not replace products purchased second-hand or that have already been completed. As soon as you notice a defect, it is important to contact us to remedy the situation quickly.