FAQs

How can I reach you?

For general inquiries, help with your order or love letters, contact us at hello@waterandwines.com. There's a human behind each response, please allow up to 24 hours for us to get back to you.

What's the status of my order?

You will receive an email when your order is placed and again when it has shipped. You are always welcome to contact us at orders@waterandwines.com with any questions.

What if I need to change my order?

Please email us at orders@waterandwines.com as soon as possible if you would like to change or cancel your order and we'll do our best to process your request. Please note that we are unable to accommodate any changes to the items or the delivery address once a shipping label has been created.

Where you do you ship?

We currently ship from the EU to most countries around the world. Please allow for extended shipping time frames due to delays caused by COVID-19, particularly for international orders.

International buyers, please note: Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what additional costs you may incur prior to completing your purchase

How much does shipping cost?

Shipping rates vary depending on region and will be displayed at checkout. All shipping fees are nonrefundable if the item has shipped and shipping fees are subject to change based on carrier rates.

My puzzle arrived damaged, what do I do?

Should your order arrive damaged, email your order number and a photo to orders@waterandwines.com within 48 hours of receiving the delivery. We’ll happily replace your order or issue a credit.

What if my item is lost or stolen?

If your item has been marked as 'delivered' but has not arrived, please allow a few additional business days for it to show up. Packages are frequently scanned as 'delivered' when in fact they are still en route.

Please note that Water & Wines is unable to replace lost or stolen items. Be sure to use the correct mailing address and track your shipment to reduce the risk of errors. We will file a claim on your behalf in the case that there are issues with your delivery, but we recommend that you also reach out directly to the courier to file a claim for your package in the event that it is lost.

What payment methods do you accept?

We accept all major credit cards, PayPal and Apple Pay.

What's your return policy?

We handle returns and replacements on a case-by-case basis with the ultimate objective of making our customers happy! If you need help with a recent purchase, please email us at orders@waterandwines.com. 

What if I’m interested in placing a large order?

Wonderful! To purchase puzzles for a special project or occasion, contact us at orders@waterandwines.com.

I’m an artist and interested in collaborating.

Great, we’d love to talk! Reach out and introduce yourself and your work to hello@waterandwines.com.

I'm a retailer, can I buy Water & Wines puzzles at wholesale?

If you are interested in carrying Water & Wines in your retail store, please introduce yourself by email and include the name of your store and a link to your website to resellers@waterandwines.com.