Rentals FAQs

This FAQ covers essential information about Rentals, including details on Subscriptions and On Demand options, as well as Notifications, Billing, Shipping, Missing Pieces & Damages, and our commitment to Quality & Cleanliness.

  • After logging into your account, you can access the Puzzler Member Area by clicking on 'Digital Products' in the Customer Account panel.

  • Absolutely! Once you subscribe to a plan, explore thePuzzler Member Rental Catalog (found in the Puzzler Member Area) to select the puzzles you'd like to assemble.

  • The number of puzzles you receive depends on your Subscription Plan.

    For instance, the Adult Puzzles Subscription allows you to rent up to 2 to 4 puzzles per month if the total piece count remains within 2000 pieces.

  • Upgrading Your Subscription Plan
    You can receive more puzzles by upgrading to higher Subscription Plans. Check the Subscription Benefits – ‘Get Additional Puzzles’ section below for details.

    If your current Subscription Plan already includes extra puzzles, see the information provided in the same Subscription Benefits – ‘Get Additional Puzzles’ section.

    On Demand
    We also offer On Demand, which allows you to purchase additional puzzles regardless of your current Subscription Plan.

  • The selection period is one week, running from Sunday to Saturday.

    Please refer to the 'Important Subscription Dates' schedule (found in the Puzzler Member Area) to stay informed about the specific dates for selecting your puzzles.

    Please Note:
    • After selecting your puzzles, you must place your order for the puzzles to be shipped.
    • If you do not place an order, puzzles will be automatically selected for you from the Puzzle Rental Catalog.

  • The puzzles will be sent out during the first week of each new month.

    Please Note: Your next set of puzzles will also be sent out during the first week of each new month.

    Please refer to the 'Important Subscription Dates' schedule (found in the Puzzler Member Area) to stay informed about the specific dates for when we send out your puzzles.

  • Once you have received your puzzles, you get to keep the puzzles for 6 weeks.

    We will provide a reminder of when to ship back the puzzles

    Please refer to the 'Important Subscription Dates' schedule (found in the Puzzler Member Area) to stay informed about the specific dates for returning your puzzles.

  • Yes, you can sign up for multiple Subscriptions; each must be registered separately.

    For example, you could subscribe to any of the Adult Puzzle Subscriptions and any of the Speed Puzzle Subscriptions.

    All of your Subscriptions will be managed under a single account.

  • Yes, you can cancel your Subscription at any time, provided all puzzles have been returned.

    Upon cancellation, you will receive an email confirmation. Please note, refunds for previous payments are not available. However, any remaining payments under your Subscription Plan will be canceled automatically.

    You will maintain access to the Puzzler Member Area until the end of the current billing cycle. After this period, you will still have access to your customer account but will no longer have access to the Puzzler Member Area.

    For assistance with cancellation, please email us at contact@oulalapuzzles.fr

  • You cannot pause an active Subscription.

    However, you can delay your Subscription renewal. For help with delaying your renewal, please email us at contact@oulalapuzzles.fr.

    Please Note: Delaying your renewal will affect all future renewals. For instance, if your Subscription is scheduled to renew on the first day of the month at 1:00 PM, and you delay it until the second, it will continue to renew on the second day of the month at 1:00 PM indefinitely. You will not receive an automatic email notification about this change.

  • We offer On Demand rentals, allowing you to rent puzzles without a subscription plan. With On Demand, you can select and rent puzzles whenever you like, based on availability, and choose from various themes and piece counts to suit your preferences.

    Refer to the On Demand section in this FAQ to learn more.

    Please Note: This option may have limited benefits compared to those normally provided to subscribers.

Subscriptions

  • Refer a Friend

    Each time a friend signs up and places their first rental order under any Subscription Plan, you and your friend will be eligible to select an additional puzzle of any piece count from the Puzzler Member Rental Catalog for your next rental.

    We'll notify you when you can select your puzzle.

    Milestone Pieces

    Once you reach a certain piece count milestone with your rentals, you'll be eligible to select an additional puzzle of any piece count from the Puzzler Member Rental Catalog for your next rental.

    We'll notify you when this milestone is achieved so you can select your puzzle.

    Birthday Month

    During your birthday month, enjoy selecting an additional puzzle of any piece count from the Puzzler Member Rental Catalog for your next rental.

    We'll send you a reminder of when it's time to select your special puzzle.


    Please Note:
    • Not all Subscription Plans include these benefits.
    • If you qualify for more than one additional puzzle per month, please note that due to weight limits per shipment, we will included the additional puzzles in subsequent shipments.

  • One Time Shop Discount

    You will receive a one time discount code that you can choose to apply at your convenience.

    Birthday Month Shop Discount

    Enjoy a special discount during your birthday month! You'll receive a one-time discount code to use within that month.

    Please Note:
    • Not all Subscription Plans include these benefits.
    • Your Subscription must be active to utilize the discount.
    • Discounts cannot be combined.

  • Puzzle Rental Catalog

    Your feedback shapes our collection! You can suggest specific puzzles or brands that you'd like to see in the Puzzler Member Rental Catalog.

    Feel free to reach out with your requests, or we may ask you directly for input.

    We aim to provide a selection that not only meets your interests but also ensures high rental frequency.

    While we might face some limitations, we are committed to doing our best to accommodate your preferences.

    Shop Item

    You also have a say in the items featured in our Shop. Whether by your initiative or through our inquiries, your input is invaluable in shaping our offerings.

    We aim to stock the Shop with items that cater to your needs and interests, ensuring they are as appealing for purchase as possible.

    While we might face some limitations, we are committed to doing our best to accommodate your preferences.

  • You will gain early access to information about upcoming Ou La La public Events before they are announced to the general public. This early notification allows you to register in advance and secure a spot if you wish to participate.

    Additionally, if there are Events coordinated with other Puzzle Alongs, you will also be informed ahead of time, giving you the opportunity to plan your participation effectively.

    New Features

    Stay ahead with insider information on new features before they are released to the general public. This advance notice ensures that you are well informed and can take full advantage of new offerings as soon as they become available.

    For instance, the Puzzle Buyback Program will be an upcoming new feature in 2025!

Subscription Benefits

  • After logging into your account, you can access the Puzzler Member Area by clicking on 'Digital Products' in the Customer Account panel.

  • Absolutely! Once you join a Theme, go to the Puzzler Member Area and navigate to the On Demand Product in the Puzzle Rental Catalog to select your desired quantity. Be sure to add this to your cart first.

    Then, explore the Puzzle Rental Catalog to choose the specific puzzles matching the quantity you picked and proceed to checkout.

  • The number of puzzles you receive depends on the On Demand option you choose in the Puzzler Member Area.

    For instance, the Adult Puzzle Theme offers different piece counts to choose from. Similarly, the Challenge Puzzle Theme offers different puzzle counts to choose from.

  • On Demand allows you to purchase additional puzzles. It’s flexible, so you can always have more puzzles when you’re ready to rent more.

  • With On Demand, you can select your puzzles at any time! There’s no time limit—pick your puzzles whenever it suits you!

    Please Note: After selecting your puzzles, you must place your order for the puzzles to be shipped.

  • The puzzles will be sent out within 2-3 business days.

  • Once you have received your puzzles, you get to keep the puzzles for 6 weeks.

    We will provide a reminder of when to ship back the puzzles.

  • Yes, you can sign up for multiple On Demand themes; each must be joined separately.

    For example, you could join both the Adult Puzzle Theme and the Speed Puzzle Theme.

    All Themes joined will be managed under a single account.

  • If you placed an On Demand order and would like to cancel it, please email us at contact@oulalapuzzles.fr within 24 hours.

    Once verified, we will process you a refund within 2-3 business days.

On Demand

  • Subscription
    We will notify you in several ways:

    Email: Notifications will be sent to the personal email address you have provided us. Please be assured that these emails are not spam, but rather important updates and information relevant to your interests.

    Please Note: Please make sure your email address is current and that it is one you regularly check for notifications and announcements. This ensures you never miss out on important updates from us.

    Puzzler Member Area: Updates may also be posted directly in the Puzzler Member Area for easy access.

    On Demand
    With On Demand rentals, you have the flexibility to rent puzzles whenever you like, so no notifications are sent to remind you when it’s time to rent.

  • Subscription and On Demand
    We will notify you in several ways:

    Email: Notifications will be sent to the personal email address you have provided us. Please be assured that these emails are not spam, but rather important updates and information relevant to your interests.

    Please Note: Please make sure your email address is current and that it is one you regularly check for notifications and announcements. This ensures you never miss out on important updates from us.

    Puzzler Member Area: Updates may also be posted directly in the Puzzler Member Area for easy access.

Notifications

  • The cost of a Subscription varies depending on the Subscription Plan you select.

    For instance, the Adult Puzzle Subscription offers four different subscription plans, each with its own varying prices. Similarly, the Speed Puzzle Subscription offers two different subscription plans, each with its own varying prices.

    We want to offer a variety of pricing structures to ensure flexibility and enhance your puzzle rental experience.

  • The cost of On Demand varies based on the Theme you choose and the number of pieces or puzzles you select.

    For instance, the Adult Puzzle Theme offers different piece counts to choose from, each with its own varying prices. Similarly, the Challenge Puzzle Theme offers different puzzle counts to choose from, each with its own varying prices.

    We want to offer a variety of pricing structures to ensure flexibility and enhance your puzzle rental experience.

  • Each month, on your original signup date, we will bill your credit or debit card.

    For instance, if you signup on September 9 2024, then your next billing will occur on October 9 2024.

    If you signup for an annual membership your credit card will be charged on the same day the following year.

    For instance, if you signup on September 9 2024, then your next billing will occur on September 9 2025.

    Please Note: Your Subscription will auto-renew.

  • When you place your On Demand puzzle order, your credit or debit card will be billed immediately.

    For instance, if you place an order on September 9, 2024, the payment will be processed on that same date.

    Please Note: Each On Demand order is billed individually at the time of purchase.

  • Saving your shipping information is necessary for Subscriptions and On Demand and your credit card is saved in case the puzzles or the puzzle elements are not returned or returned damaged.

Billing

  • We currently ship to Belgium, France, Germany, Italy, Luxembourg, and the Netherlands
and would like to expand to other countries.

    Additionally, we coordinate with puzzlers on a case-by-case basis to facilitate deliveries outside of these countries mentioned.

    If you're interested in joining our Puzzle Rental experience, please fill out the Puzzle Rental Interest Form or email us at contact@oulalapuzzles.fr. We would love to work with you!

  • Yes, shipping is free and includes a prepaid return shipping label with each subscription.

  • Saving your shipping information is necessary for Subscriptions and On Demand, as it allows us to deliver your puzzles to you efficiently.

  • As your rental period nears its end, we will send you a return shipping label via email. You'll have the option to print this label at home or at a shipping location.

    Please Note: We do not include the return label with the initial shipment because it becomes unusable after a certain time period. This method ensures the label is valid when you need it.

  • Subscriptions
    For Subscriptions, the puzzles will be sent out during the first week of each new month.

    Please refer to the 'Important Subscription Dates' schedule (found in the Puzzler Member Area) to stay informed about the specific dates for when we send out your puzzles.

    On Demand
    For On Demand, the puzzles will be sent out within 2-3 business days.

Shipping

  • If a piece is missing, we note this in the Puzzle Rental Catalog. To check if a piece is missing, simply click on the puzzle's image for details in the description.

    The choice to rent a puzzle with a missing piece is entirely yours. Please note that we do not offer discounts for such puzzles.

    Should a puzzle have more than two missing pieces, we will remove it from circulation to ensure quality standards.

  • We understand that occasionally a piece may be lost. We know most puzzlers take great care not to lose pieces, but if it happens and you cannot find the missing piece despite your best efforts, please inform us as soon as possible at contact@oulalapuzzles.fr, and we will assist you.

    For each puzzle returned with three or more missing pieces, you will be charged for a replacement puzzle. The replacement fees are €23 for puzzles with 500 pieces and €35 for puzzles with 750-1000 pieces.

    We will work to notify you before charging a fee to your account.

    Additionally, we reserve the right to cancel accounts if puzzles are consistently returned with one or more missing pieces.

  • If you find a missing piece after you've already returned the puzzle, please return it with your next order or mail it to us in a plain envelope at the following address:

    Ou La La Puzzles
    17 Quai de L'Ourcq Pantin, France 93500
    APPT 1625

    If possible, kindly include the puzzle name or any relevant information about the puzzle.

  • We understand that occasionally a piece may become damaged. We know most puzzlers take great care not to damage pieces, but if it happens, please:

    1. Note any damage on the 'Puzzle Condition Report' provided with your rental.

    2. Include the damaged piece(s) in the designated envelope provided with your rental.

    If a piece is irreparably damaged, a fee will be charged to your account. We will work to notify you before charging a fee to your account.

    Irreparably damage includes: bent or broken tabs, missing knobs, missing parts of the image, water damage, burn marks, or permanent stains that cannot be cleaned off.

    The fee for each damaged piece is €2.50.

    Normal wear such as: edge wear and image peeling will not incur a charge.

    We also understand that some defects may originate from the manufacturer; in such cases, we will not charge you a fee, and we will inform you of these defective piece(s).

  • Puzzle Images

    Pictures that are not returned or returned damaged will incur a €5 charge per picture.

    We will work to notify you before charging a fee to your account.

    Damage includes: bent or being folded, ripping, water damage, burn marks, or permanent stains that cannot be cleaned off.

    Rental Boxes

    Boxes that are not returned or returned damaged will incur a €5 charge per box.

    We will work to notify you before charging a fee to your account.

    Damage includes: bent or being folded, ripping, water damage, burn marks, or permanent stains (2.5cm+) that cannot be cleaned off.

    Normal wear such as: inner flap wear or labels peeling off will not incur a charge.

Missing Pieces & Damage

  • Yes, completing the Puzzle Condition Report is essential. Your feedback helps us track any missing pieces and assess the quality of the puzzle. It’s quick to fill out and can be completed in your preferred language.

  • Each puzzle is inspected to maintain a professional, fun level of quality and we work to ensure each puzzle has all of its pieces before shipment.

    If a piece is missing, we note this in the Puzzle Rental Catalog. To check if a piece is missing, simply click on the puzzle's image for details in the description. We also confirm a missing piece after it has been reported missing by puzzlers in the 'Puzzle Condition Report' for the second consecutive time. This procedure is in place because often puzzles are complete, and previous reports of missing pieces may have been errors or due to the puzzle not being fully completed by the renter.

  • Each puzzle is inspected between uses, and all debris, including hair, is carefully removed to ensure cleanliness.

Quality & Cleanliness

Last Modified on: November, 12 2024