COMMON QUERIES ANSWERED

FREQUENTLY ASKED QUESTIONS

How do I receive customer support?

Either send us an email at support@lubiwood.com or fill out the form on this page.

How long does it take for me to receive my order?

Delivery times depend on your shipping address, selected shipping method, and the warehouse your order is dispatched from.

EU orders are shipped from our warehouse in Slovenia and usually arrive within 2–7 business days.

UK orders are fulfilled from our UK warehouse and usually arrive within 1–3 business days. If an item is unavailable in our UK warehouse, your order may be shipped from our EU warehouse instead, in which case delivery can take approximately 4–8 business days.

US orders are fulfilled from our US warehouse and usually arrive within 2–5 business days, depending on your location.

Exact Express Shipping and Standard shipping times for your exact country are specified at the checkout stage and in your order confirmation email.

How can I return or exchange an item?

We offer a 30 day free return policy for all customers that decide they do not want the product or would like to exchange it for another one.

Once the product you order is returned to us and is in the original condition, a refund or exchange will be processed.

Where are the puzzles shipped from?

Our company and warehouse are based in Slovenia, EU.

We have a shipping agency that can deliver your items to most countries in Europe in 2-7 days.

The exact times of delivery are available on the checkout page once you enter your address.

How do I change my shipping address?

The fastest way is to reach out to us via email (support@lubiwood.com) or by filling out the form on this page. We have customer support standing by. 

If the order has not yet been shipped we will gladly change your shipping address before sending it out.

How do I track the status of my order?

Please use our order tracking page accessible here. Have your order ID and email used when creating the order, at hand.

What do I do if I entered an incorrect shipping address?

The best thing to do is to reach out to us via email (support@lubiwood.com) or fill out the form on this page. We have customer support standing by. 

If the order has not yet been shipped we will gladly change your shipping address before sending it out.

Do you ship to my country?

We currently ship to all countries in the EU, as well as UK, USA, Canada, Australia and New Zealand.

Shipping within EU is available with local agencies as well as international options (GLS, DHL). 

Shipping outside of the EU is only possible with international shipping agencies (GLS, DHL).

Will my items come in one package?

Our puzzles are packed in shipping boxes with a maximum of 2 puzzles per box. So if you order 1 or 2 puzzles they will arrive in one package.

Orders with more than 2 puzzles should arrive in multiple packages but will generally arrive with the same shipment (same time).

STILL NEED HELP?

GET IN TOUCH WITH US

Email us at support@lubiwood.com or fill out the form below.

We are here to help and answer any questions you have. We typically respond within 24 hours.