SECRET GARDEN

Shipping

Worldwide shipping (3-5 days EU, 5-14 days other countries).

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you.

Our products are sent within 2 working days. We send puzzle from Lithuania (European Union). We hand over the produced products to delivery services, so the courier will deliver the package directly to your hands. We currently use DPD, TNT and FedEx courier services. The order will most likely reach you in 6-10 days. Delivery of international shipments may be delayed due to unforeseen circumstances (weather conditions, flight delays, customs work). Therefore, we are not responsible for the delay of the parcel. If you have any questions regarding the delivery of the parcel, you can always contact us. All orders have a tracking number. After purchasing the product you will receive a tracking number in your email so you can track the delivery process. Now we do not deliver to international mailboxes. Please note that our shipping costs do not include any customs duties you may incur. Find out what taxes apply to parcels from Lithuania. These fees must be paid by you, the customer, and will usually be charged by the courier when the parcel arrives in the country. When sending from Lithuania (European Union), shipping fees from all European Union countries will not be applied. Before delivery of the parcel, you will be contacted by a courier at the telephone number you will provide during the purchase process. When accepting a parcel, we recommend that you inspect the product carefully and make sure that it is not damaged (crushed, punctured, wet, etc.), only then sign the goods acceptance documents.

PUZZLES ARE SAFELY PACKED

Each of our puzzle and box is carefully crafted and packaged by hand. We wrap each box in bubble wrap and pack it in a sturdy cardboard box.

If the puzzle or box is damaged during shipping, we will replace it with another one and send it to you again.

DELIVERY TIME

LITHUANIA
1-3 working days (via DPD)

EU COUNTRIES
5-7 working days (via DPD)

THE REST OF THE WORLD
7-14 working days (via DHL)

TRACKING NUMBER
Once an order is shipped, we will send you tracking information so you can see where your item is at any time. However, delays do sometimes happen – please contact us if it takes really long.

CUSTOMS AND DUTIES
Please be aware that deliveries to countries outside the European Union may be subject to import duties and / or taxes.

PACKING
All order shipments are packed on weekdays (Monday through Friday).
In “Fantasy puzzles” Factory (Vilnius, Lithuania).

SHIPPING ADDRESS
“Fantasy puzzles” is not responsible for shipping information that was entered incorrectly.
If you make a mistake when entering your shipping address, please contact us.

Returns Policy

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.