Frequently Asked Questions

Ordering & Personalisation

How do I personalise my wooden puzzle?

Before you add a product to your cart, you’ll see a personalisation field where you can enter names. Simply type each family member’s name, and we’ll engrave them exactly as written. (This aligns with how our product pages say: choose size, then enter the names.)

How many names can I add?

Most designs accommodate 2-8 family members. For larger families or custom configurations, contact us and we’ll create something special.

Can I include my pet’s name?

Absolutely! Many of our designs include pet figures. Just let us know your pet’s name in the personalisation field. (We offer dog & pet keepsakes in a dedicated collection.)

Can I add dates or messages?

Some products allow additional text like “Est. 2025” or short phrases. Check the product description or contact us to discuss custom engraving.

Can I change my order after placing it?

If you contact us immediately (ideally before proof approval or production starts), we can often make changes. Once engraving begins, changes aren’t possible.

Production & Shipping

How long does it take to make my order?

Each piece is handcrafted to order. For example, one product page states production time of 5 business days, followed by 3–5 days for delivery.

Do you ship internationally?

Yes, we ship internationally! Though exact list of countries isn’t detailed on all pages, our site shows many international currencies available (indicating broad shipping). If your country isn’t listed, please contact us and we’ll check.

How much is shipping?

Free shipping on all orders. For express shipping, costs are calculated at checkout based on your location and shipping method. UK orders over a certain threshold may qualify for free shipping (check current promotion).

Will I get a tracking number?

Yes! You’ll receive a tracking number via email as soon as your order ships. (Shown on product pages) 

Can I expedite my order?

For rush orders, contact us before placing your order. We’ll do our best to accommodate urgent requests when possible — depending on production schedule and shipping availability.

What if my order arrives damaged?

We package everything carefully, but if damage occurs during shipping, contact us immediately with photos. We’ll send a replacement at no charge if the issue is our fault.

Product Information

What wood do you use?

We use premium solid pine wood, responsibly and sustainably sourced. Each piece is selected for quality grain and natural beauty. 

Are your products eco-friendly?

Yes. We use sustainably sourced wood, non-toxic finishes, minimal and recyclable packaging, and produce locally in the UK (which helps reduce carbon footprint). (Based on our handcrafted & premium wood statement) 

Are wooden keepsakes safe for children?

Our products are hand-sanded smooth and finished with non-toxic materials, making them suitable for display. However, because of small pieces (especially puzzle pieces) they may pose a choking hazard for children under 3 years old. Adult supervision is recommended.

How big are the puzzles?

Sizes vary by design, but most family puzzles are approximately:

  • Height: ~ 6 inches (15 cm)

  • Width: ~ 5-6 inches (12-15 cm)

  • Thickness: ~ 1 inches (2.5 cm)
    For exact dimensions see each product page. (One product page gives 6″ x 5″ example) 

Do the puzzle pieces come apart?

Yes! Each family member is a separate piece that fits together. They can be taken apart and reassembled, making them interactive and fun.

What finish do you use?

We hand-polish each piece and apply a natural wood oil or non-toxic sealant to protect the wood and enhance its natural warmth.

Will the wood grain look exactly like the photo?

Each piece of wood has unique grain patterns, so yours will have slight natural variations. This makes every keepsake truly one-of-a-kind!

Care & Maintenance

How do I clean my wooden keepsake?

  • Dust regularly with a soft, dry cloth

  • For deeper cleaning, use a slightly damp cloth

  • Never submerge in water or use harsh chemicals

  • Dry immediately if it gets wet

How long will it last?

With proper care, your wooden keepsake will last for decades. Many customers pass them down as heirlooms.

Can I display it outdoors?

No, our wooden pieces are designed for indoor display only. Outdoor exposure (sunlight, rain, changing temperature/humidity) may damage the wood and engraving.

Where should I display it?

  • Mantels, shelves or side tables

  • Nurseries or children’s rooms

  • Living room décor or office desks
    Avoid: direct sunlight, very humid locations (bathrooms), near heat sources (radiators, fireplaces).

Should I oil the wood?

Optional! If you’d like to maintain the wood’s lustre, you may apply a natural wood oil (like linseed or tung oil) once a year with a soft cloth.

Gift Giving

Does it come gift-wrapped?

Our keepsakes arrive in protective packaging suitable for gifting. For special gift wrapping or presentation, please add a note at checkout and we’ll do our best to accommodate.

Can you ship directly to the recipient?

Yes! Enter their address at checkout. We can include a gift message — just add it in the “Order notes” section.

Can I include a gift message?

Absolutely! Add your message in the “Order notes” section at checkout, and we’ll include a handwritten card.

Is there a gift receipt?

Yes, we can include a gift receipt without pricing — just request this in your order notes.

Returns & Exchanges

Can I return a personalised item?

Because each piece is custom-made to order, we cannot accept returns or exchanges unless there’s a defect or error on our end. Please look at our returns policy for more information.

What if I’m not satisfied?

Customer satisfaction is our priority. If there’s an issue with your order, contact us within 30 days of delivery and we’ll make it right.

What if there’s a mistake?

If we made an error (wrong spelling, incorrect design, etc.), we’ll remake your order at no charge and cover return shipping.

Special Occasions

What occasions are these perfect for?

  • Mother’s Day & Father’s Day

  • Christmas & holiday gifting

  • Adoption & foster-care celebrations

  • New babies & baby showers

  • House-warmings

  • Anniversaries

  • Birthdays

  • “Just because” meaningful gifts

Can I order for a specific date?

Yes! Order ideally at least 2 weeks before your event to ensure timely delivery. For rush orders, contact us beforehand.
(Production + shipping times vary per destination.)

Do you offer bulk discounts?

For orders of 5+ items (great for wedding favours, corporate gifts, etc.), contact us for bulk pricing options.

About Our Business

Where are you located?

We’re a UK-based small business, hand-crafting personalised wooden puzzles and keepsakes. (See “About Us” page for full story.).

Do you do custom designs?

Yes! If you have a specific vision or need a unique configuration, contact us. We love creating custom pieces for special families.

Still Have Questions?

We’re here to help! Contact us and we’ll respond within 24 hours (business days).
Email: contact@myfamilypuzzle.co.uk
Hours: Monday–Friday, 9 am–5 pm GMT (typical)

Note: Some product-specific details (e.g., exact size for each design, or full list of international shipping destinations) may vary. For the most accurate information per item, please refer to the individual product page or contact us with your query.