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FAQ - FREQUENTLY ASKED QUESTIONS



All orders placed on Puzzle are shipped by GLS courier, while deliveries abroad are sent by DPD courier.

UK Shipping - The cost of shipping is € 26.00. Customs taxes costs must be added (always charged to the recipient), which are around 23-25% of the cost of the goods declared on the invoice.

Shipping with delivery in the EU area - Free for orders over € 149.90; for orders of lesser value, the cost is € 12.90.

Shipping in Italy - Free for orders over € 49.90; for orders of lesser value, the cost is € 9.90.

Please note: for areas that are difficult to reach, there is an additional cost indicated in the order confirmation phase.

Check out the most frequently asked questions and find the answers to your questions.



Shipping in Italy is free for orders over € 49.90. For orders of lesser amount, the cost is € 9.90.
For areas that are difficult to reach (e.g. smaller islands), shipping may involve an additional cost indicated in the order confirmation phase.

Shipping with delivery in the EU area is free for orders over € 149.90. For orders of lesser amount, the cost is € 12.90.
For areas that are difficult to reach (e.g. smaller islands), shipping may involve an additional cost indicated in the order confirmation phase.

The cost of shipping is € 26.00. Customs taxes must be added, always charged to the recipient, which is around 23-25% of the cost of the goods declared on the invoice.
For areas that are difficult to reach (e.g. smaller islands), shipping may involve an additional cost indicated in the order confirmation phase.

Shipments to the UK are non-EU and, consequently, are subject to the payment of customs duties which are always to be considered the recipient's responsibility. Taxes are approximately 23/25% of the value of the goods declared on the invoice. The fee is requested directly by the Customs Authorities.

Once completed, the order is forwarded to the shipping service managed by DPD (GLS for deliveries in Italy).

Deliveries in the UK: Delivery is expected within 6/10 days, except for any customs clearance.

Deliveries in the EU area: if the order has been confirmed by 12.00, delivery will occur within 48/72 and in 4 days for the islands. On the other hand, if the order has been confirmed after 12.00, it will be postponed by one working day.

Deliveries in Italy: if the order has been confirmed by 12.00, delivery will occur within 24 hours for Northern Italy, within 48 hours for the Center / South and within 3 days for the islands. On the other hand, if the order has been confirmed after 12.00, it will be postponed by one working day.

Delivery is always traceable. Once confirmed, the DPD courier takes charge of the order managing and communicates with message or e-mail all the information to always have your shipment under control.

Once the delivery procedure has started, you will be sent a link for tracking through which you can check the status of the shipment at any time.

First, track your order at the link provided to you directly by the DPD courier. Check the expected delivery date, the correctness of the address and the recipient's name, check-in the letterbox that there is no notice of passage from the courier or that your neighbours have not collected the package in your absence. If the delivery falls during a period of high traffic (e.g. Christmas), wait a few more days. If, despite everything, the package does not arrive, contact the GLS courier directly for the necessary checks and send us a report via e-mail.

Have you received a delivery that doesn't match your order? We apologize for the inconvenience. Please return it to us following the return procedure, and we will refund it once we have received it in stock. If you wish to receive the ordered item, please place a new order.

Suppose you are not present at the address provided at the time of delivery. In that case, you will receive a notice of stock from the courier directly to the telephone number indicated when placing the order. The DPD courier will make two delivery attempts, after which it will return it to the sender.



The purchased product does not correspond to your expectations? You always have the right to return goods purchased on Puzzle no later than 14 days from receiving the package. We remind you that the items must be returned intact: they must not have been used and must not show scratches, dirt, removed labels or damaged or missing packaging. You must return the products must in their original box/packaging.
To make the return, access the "Your orders" section, enter the order of reference and click on the "Return" button. Follow the procedures indicated and book the collection of the package directly to your home. The return is always at the charge of the customer.

Check out the most frequently asked questions and find the answers to your questions.



To return an item, you must send an e-mail to return@puzzle-shopping.com indicating your name and surname, contact, order number and specifying the reason for the return. We will inform the DPD Courier, who will contact you to organize the collection of the return. Remember that the product must be returned intact: it must not have been used and must not show scratches, dirt, removed labels or damaged or missing packaging. All returns are at the charge of the customer.

If you want to return a product, you can do it within 14 days from the delivery date by sending an e-mail to return@puzzle-shopping.com and indicating your name and surname, contacts, the reference order number and specifying the reason for the return.

Once the return has been made, and we check the integrity of the returned product, the refund will be made directly by crediting the credit card or the current account used to carry out the transaction. The amount corresponding to the returned item will be credited, net of the return shipping cost.

If the credit card you used is no longer active but is still connected to a current open account, there is no problem: you will still receive a refund. If not, please report the problem to us by email: e-mail.

If the delivered product is defective, you can return it by communicating the request via email to return@puzzle-shopping.com. Remember to return the product intact in all its parts: the item must not have been used, must not show scratches, traces of dirt, be without its labels or with damaged or missing packaging. Once the product's status has been verified and the defect found, we will provide the refund.

If you want to make a return, you have up to 14 days from the delivery date. You can send an email to returns@puzzle-hopping.com indicating your name and surname, your contacts, the order number and specifying the reason for the return. We will inform the DPD Courier, who will contact you directly to arrange the return collection.

The return is always charged to the customer. The return from countries other than Italy must be programmed directly by the customer choosing the preferred courier and following the instructions provided by e-mail at the time of acceptance of the return. The refund of the returned goods will be made according to the payment method used at the time of the order. In the case of return from Italy, however, the schedule will be made in agreement with the courier GLS at a cost of € 12.90. This cost will be automatically deducted from the refund of the value of the returned goods, according to the payment method used at the time of the order.

If you ordered the wrong shoe size, you must follow the return procedures and place a new order with the correct number. It is not possible to make a return replacement.To know how to proceed with the return, see the FAQ on this topic.



Do you have any doubts about payment systems?

Check out the FAQs on payment types and clarify your concerns before completing your order.



Once completed and confirmed, the order is no longer editable. If you have changed your mind about your order, you will need to wait for delivery and proceed with a return following the relevant procedure.

The payments authorized on our online shop are PayPal, Mastercard, Visa and bank transfer (for orders equal to or greater than € 200.00).
For orders with delivery in Italy, it is also possible to pay cash on delivery.

If, for any reason, your order was unsuccessful, place a new order to get the items you want. To ensure your order is not rejected again, we suggest that you check your credit card details, such as expiration date and security code. Or choose another payment method.

Payment with Paypal, Mastercard and Visa do not include any commission, while paying by cash on delivery requires a commission of € 5.90.





Per essere sicuro di scegliere il numero giusto per le tue scarpe ti consigliamo di fare questo piccolo test:
Indossa le calze da lavoro solitamente utilizzate con le tue calzature antinfortunistiche. Siccome i piedi di solito si gonfiano nel corso della giornata, ti suggeriamo di fare questa prova nel pomeriggio.
Posiziona un foglio di carta bianca sotto il piede e distribuisci il peso del corpo in maniera uniforme. Appoggia bene il piede sul foglio e segna con una penna il limite del tallone e del dito più lungo del piede.
A questo punto, utilizza un righello per misurare la corretta lunghezza del piede. Ripeti l'operazione anche con l'altro piede, in quanto potrebbero esserci delle piccole variabili di lunghezza.
A completamento della misurazione, confronta la lunghezza con i dati riportati in e individua il numero di calzata giusto per te. To make sure you choose the right size for your shoes, we recommend that you take this little test: Wear the work socks usually used with your safety footwear. As feet generally swell over the day, we suggest you do this test in the afternoon. Place a sheet of white paper under your foot and distribute your body weight evenly. Place on your foot firmly and mark the edge of the heel and the longest toe with a pen. At this point, use a ruler to measure the correct foot length. Repeat with the other foot as well, as there may be small length variables. To complete the measurement, compare the length with the data in this table and find the right fit number for you.