Refund & Returns Policy

We want you to love your Bliss by Swan puzzle. If something isn’t quite right with your order, please get in touch, we will always do our best to help.

Change of Mind Returns

Changed your mind? No worries.

We accept change of mind returns within 14 days of delivery, provided that:

• the puzzle is unopened and unused;

• it is in its original packaging and original saleable condition; and

• you can provide your order number or other proof of purchase.

Please contact us before returning your order so we can provide return instructions.

For change of mind returns, return postage is the responsibility of the customer. Original shipping charges are non-refundable.

Once your return has been received and inspected, we’ll let you know if your refund has been approved.

Faulty, Damaged or Incorrect Items

Please check your order when it arrives and contact us if your puzzle is faulty, damaged, or if you have received the wrong item.

Please include your order number and photos showing the issue. If your order was damaged during delivery, photos of the shipping packaging may also help us investigate what happened.

We’ll review the issue and work with you to provide an appropriate solution, which may include a replacement or refund. 

If an item is confirmed to have a problem covered by the Australian Consumer Law, we will also reimburse any reasonable return postage costs where applicable.

Missing a Puzzle Piece?

First things first: please complete your puzzle and have one last look around, those little pieces are surprisingly good at hiding!

If you believe your puzzle was supplied with a piece missing, please contact us with:

• your order number;

• the name of your puzzle;

• a photo of the completed puzzle showing the missing piece; and

• a close-up photo of the missing-piece area.

Where possible, we’ll first try to find and send you the exact missing piece from our replacement-piece collection.

If we’re unable to provide the individual piece, we’ll work with you on another appropriate solution.

Lost a piece yourself?

It happens!

Although pieces lost or damaged after purchase aren’t considered a manufacturing fault, we’d still love to see if we can help.

Send us the same photos and puzzle details and we’ll have a look through our puzzle stash to see if we can find your runaway piece.

We can’t guarantee that an individual replacement piece will always be available, and a small postage charge may apply.

Refunds

Once an eligible return has been received and inspected, we’ll let you know whether your refund has been approved.

If approved, we’ll process your refund to your original payment method within 5 business days.

Please note that your bank or payment provider may take additional time to process and display the refund after it has been issued by us.

Exchanges

If you would like a different puzzle, please contact us. Where a change of mind return is eligible, the simplest option may be to return the unopened puzzle for a refund and place a new order.

This does not affect your rights where an item is faulty, damaged, incorrect or otherwise covered by the Australian Consumer Law.

How to Contact Us

For returns, damaged orders, missing pieces or anything else that has gone a little sideways with your order, please contact us at:

hello@blissbyswan.com

Please include your order number whenever possible so we can help you as quickly as we can.