The easiest and most reliable way to contact us is through our website. you’ll find several forms in the customer care section for any need you might have. it is a secure system, guaranteeing the privacy of the data you send. any other means of contacting us does not ensure that your request will be processed correctly.
No. We recommend you send only one request for a lost piece through the form on the website, “Consumer Care – Lost Pieces - Request”.If these requests are duplicated, the service may be delayed and your requests could even cancel each other out.
To request a lost piece, you should fill out the form you’ll find on our website, “Consumer Care – Lost Pieces - Request”. If you’re unsure about the data you need to file your request, follow the instructions on the puzzle box which details how to find the piece’s coordinates (A/B) and the puzzle’s registration number.
It is important that you follow these instructions precisely and that you provide all the data requested. Otherwise, we may not be able to process your request or you may receive the incorrect piece.
This replacement service is limited to a maximum of 16 pieces per puzzle. Delivery of your piece normally takes between 4 to 6 weeks. At this time, this service is provided free of charge.
Firstly, make sure that the registration number and coordinates you specified are correct. If this is the case and you still get the same response, it means that your request cannot be processed because the piece you’ve requested is no longer stocked.
Some registration numbers are only 10 digits long, but the system requires 11. In this case, introduce a zero in front of the number on your box, for example, 0xxxx/xxxxxx.
No. To be able to request a lost piece, you must provide the puzzle’s registration number.
The eleven-digit number has two parts. The first five numbers identify the puzzle model so that we can find it easily in our catalogues.
The remaining six numbers correspond to the puzzle edition which varies depending on each manufacturing process. This number is only found on the lower puzzle box and is non-transferable. It allows the Lost Piece Department to find the exact pieces you need.
This means that the same puzzle, with the same reference number, can consist of many different editions. As such, the piece coordinates on one edition may not correspond to the same piece in another edition.
YOU SHOULD ONLY REQUEST PIECES FOR A PUZZLE USING THE REGISTRATION NUMBER FOUND ON THE BOX OF THAT SPECIFIC PUZZLE.
Your lost piece is sent by ordinary mail and there is no way to track it. If you have inadvertently given us the wrong name or address, our letter will be sent back to our offices and we will contact you right away via the e-mail address or the phone number you provided.
The correct position is that shown on the puzzle box cover, with the product reference number under the image. If you cannot find this cover, consult our online catalogue of products.
Delivery normally takes between 4 to 6 weeks approximately. You can consult the status of your request by going to the ”Customer Care” section on our website and then “Consult status”. The system will detail the day on which your request was received and processed and the date the piece was sent to you if applicable.
The majority of our puzzles with 500 or more pieces do offer this service. This information is clearly marked on the puzzle box if available.
The replacement service allows you to request a maximum of 16 pieces per puzzle while supplies last.
You can visit our website to request our puzzle catalogue. Go to the the website, “Consumer Care – Request Catalogue”. From there you’ll be able to download our catalogue with the entire collection of 500 piece or more puzzles. The catalogue is in PDF format.
If the product is defective, the easiest and fastest solution is for you to visit the shop or store where you purchased it for an exchange. A visible defect should make this exchange possible.
Another option is to visit the Customer Care section on our website to file a report, filling in the specific form with the data requested. We will then get in touch with you to inform you about exchange options upon delivery of the defective product.
Educa Borras, SA does not sell its products directly. Please visit a specialised shop or department store.
If the product you’re looking for is not included in our website, it means that we do not manufacture it or the product has been discontinued and is no longer available. In the latter case, it is no longer being made and all remaining stock has been completely sold out (including all the game components).
You’ll find all the information about the products currently available in our online catalogue.
Educa Borras, SA recommends “Permanent Fix Puzzle” which you will find in specialised shops. For further information, please visit our website.
Yes. The 500 to 2000-piece puzzles include a sachet of fix puzzle glue. Follow the instructions provided carefully.
If you want to see all the puzzles currently in our catalogue, visit our website.
If you want information about customised puzzles, please consult the following website for more information: www.magic-labs.com .
No. The puzzles in our collection cannot be modified. This includes their size and number of pieces. Unfortunately, we cannot process your request.
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