Questions? We've Got Answers
Shipping & Delivery Times
How long will it take to receive my personalised puzzle?
Your puzzle is handmade to order with a production time of 5 business days, followed by 3–5 business days for delivery (depending on your location). You'll receive a tracking number as soon as your order ships (sent via email), and you can log into your customer account anytime to track your order directly. We offer complimentary international delivery to the US, Canada, Australia, Europe, and many more destinations worldwide.
Personalisation Process
How do I personalise my puzzle?
Simply select your family size from the drop-down menu (for example, a family of 2 parents and 2 children would be a family size of 4), then enter the names you'd like engraved in the 'Names to Engrave' personalisation box above. Please provide names from largest to smallest (e.g., Dad, Mum, Child, Baby). We will take care of everything else!
Materials & Quality
What is the puzzle made from and how is it finished?
Each keepsake is handcrafted from 100% solid beech wood, sourced responsibly and sustainably. Every piece is hand-polished for a soft, natural feel — creating a durable, smooth, and naturally beautiful finish that's built to last as a timeless heirloom.
Refunds & Returns
What is your return and refund policy?
We offer a 30-day return and refund guarantee if your item arrives damaged, doesn't meet our quality standards, or if you're unhappy with your order for any other reason. As each puzzle is made to order, cancellations are accepted within 4 hours of placing your order. After this window, your piece will have entered production.
Why Choose Us?
Why should I choose MyFamilyPuzzle?
We're a small UK business trusted by over 5,100+ customers worldwide, Rated 4.8★ from 500+ Reviews. Starting our journey on Etsy, we've built our reputation on quality craftsmanship and exceptional customer service. Every puzzle is handcrafted with care using sustainably sourced beech wood. We're passionate about creating heirloom-quality keepsakes that celebrate your family's unique story — backed by our 30-day satisfaction guarantee.