index
Frequently asked questions

Shipping & Returns

Although we strive to dispatch your order on the same day it is placed because we are so excited about it, there are occasions when processing may require up to 48 hours. Once your order is shipped from our warehouse, we will promptly send you a confirmation message with the relevant tracking details.

Should you have any inquiries, our Support team is on hand to assist and will provide a response within 24 hours.

Typically, we dispatch items in accordance with the timeline indicated on the product page. The time from placing your order to receiving your product can range from 7 to 21 business days. Please note that business days do not include public holidays and Sundays. Additionally, the anticipated delivery period may vary based on the final shipping destination of your order.

Given the current global situation, estimated shipping times for worldwide deliveries may be extended. However, if the products are in stock at our US or EU warehouse, these global circumstances are unlikely to impact your order. We are committed to ensuring your products arrive as quickly as possible, so you can start enjoying your puzzling experience without delay.

We arrange all shipments via established courier services. As soon as your package is on its way, we'll notify you and furnish you with a tracking number. Now's the time to get excited, and we're hoping you'll be there to receive your delivery to enjoy your products immediately.

Yes.

We're truly sorry to hear that things haven't gone as hoped!

You're covered by our 30-Day Satisfaction Guarantee, which means you have up to 30 days from the receipt of your order to get in touch with us. We'll work diligently to expedite your return and request process.

Rest assured, we are committed to resolving the issue for you. Please send us a video or photo showing the problem, and we will promptly forward it to our fulfillment team to work on a potential solution.

Our wooden puzzles are crafted with great care and attention to detail, making each piece unique. Due to the nature of these intricately designed puzzles, we are unable to accept returns or provide refunds once the package has been opened.

This policy ensures that every customer receives a product of the highest quality, preserving the integrity and the intended experience of the puzzle.

It is, of course, our expectation that no piece should be missing or damaged. However, should you discover any discrepancies such as a missing or damaged piece, please report this to us immediately. We are committed to resolving such issues promptly to ensure your complete satisfaction

Payment

We provide a variety of payment options for your convenience. Regardless of your chosen method for online transactions, you can be confident that our reliable payment gateway partners employ robust encryption technology to ensure your payment details remain secure and private at every stage.

Our payment options include American Express, Visa, MasterCard, and Maestro Debit Cards, along with digital wallets like ApplePay and GooglePay, and established services such as PayPal, among other secure and verified payment methods.

When you make a purchase with us, there are absolutely NO hidden fees. We don't require a minimum order amount, and delivery is always free of charge.

We accept payments through Visa, MasterCard, and Maestro debit cards. At checkout, to proceed with your debit card payment, you'll need to provide your card number, the expiry date (Maestro cards may not require this), and the three-digit CVV number (also optional for Maestro cards). Following this, you'll be directed to your bank's secure page, where you'll need to enter the online password provided by your bank to finalize the payment.

Absolutely! We cherish our relationship with you and prioritize the safety of your personal information. Transactions on our website are fortified with the highest level of security available on the Internet today.

We safeguard your card information using 256-bit encryption technology, ensuring it is securely transmitted to the banks for payment processing. All transactions made via credit or debit cards are conducted through secure and reputable payment gateways, overseen by leading banks. To further enhance security, banks employ the 3D Secure password service for online transactions, adding an extra layer of protection by verifying the identity of the cardholder.

We do not retain your credit card details; they are exclusively used for the one-time purchase of your product before being completely erased from our system.

Order Changes & Cancellations

After you've placed your order, modifications are not possible. We encourage you to carefully review your cart to ensure all your desired items are included, verify that the shipping address is correct, and confirm that your chosen payment method is ready for use. Please take the time to double-check and even triple-check these details before finalizing your order.

To ensure we dispatch your stunning new products swiftly, we're unable to accept cancellations more than 1 hour after your purchase. If your order is within this timeframe, please contact us via email at "support@benjaminfrankgems.com". If this period has passed, we gladly accept returns after you've received your items. For detailed information on how to proceed, kindly visit the "How Do I Return My Order?" section.

Please note, return shipping costs fall under the customer's responsibility.

Who doesn't get excited about a Sale! Since our sales are temporary events rather than permanent price reductions, we are unable to offer price adjustments after the fact. It's important to remember that coupon codes need to be applied at the time of your purchase. Unfortunately, we cannot make adjustments for codes that weren't entered during the checkout process.