Returns & Refunds
Returns & Refunds
We want every Questelle order to arrive ready for thoughtful play. If something is not right with your order, our support team can review the details and guide you through the appropriate next steps.
A clear, simple support process
Because return circumstances can differ by order, Questelle reviews requests individually. Start with your order details, wait for the instructions provided for your case, and keep the item and packaging available while your request is being reviewed.
Start with your order details
Contact Questelle with your order information and a clear description of what you need help with. This gives our team the context needed to review your request.
Wait for return instructions
Please contact us before sending an item back. We will explain the next step for your specific order and provide the return guidance that applies to your request.
Keep everything together
While your request is being reviewed, keep the product, included pieces, accessories, instructions, and available packaging together whenever possible.
How to request help with a return
Send enough information for our team to understand the order and the reason for your request. Clear details help keep the review focused and reduce unnecessary back-and-forth.
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1
Identify the order
Include your order number and the item name so we can locate the correct purchase.
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2
Explain the request
Tell us what happened and what kind of help you are looking for. If the item arrived damaged, incorrect, or incomplete, photos can help show the issue clearly.
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3
Follow the instructions provided
Our team will review the information and explain the next step for your order, including any return instructions that apply.
When something arrives differently than expected
Puzzles, maze boards, coding challenges, and learning toys can include multiple components. If your shipment is damaged, incorrect, or appears incomplete, contact Questelle before discarding packaging or sending anything back.
Damaged, incorrect, or incomplete orders
Let us know which product is affected and describe the condition in which it arrived. Helpful photos of the item, packaging, label, or missing-piece area can give our team useful context during the review.
Order SupportRefund questions
If a refund is approved for your request, Questelle will confirm the applicable details with you. The time for a completed refund to appear can also depend on the payment provider involved.
Contact SupportA few details make the review easier
Having the following information nearby can help our team understand your request more efficiently, especially for puzzles or learning toys with several parts.
- Your Questelle order number
- The name of the item involved
- A brief description of the return or refund request
- Photos when they help show damage, an incorrect item, or missing components
- The product, included pieces, and available packaging kept together while the request is reviewed
Helpful answers before you reach out
These answers explain the support process without replacing the order-specific guidance our team will provide after reviewing your request.
Ask QuestelleShould I send an item back before contacting Questelle?
Please contact us first. Waiting for the return instructions provided for your order helps make sure the item is handled through the correct process.
What should I do if an item arrived damaged?
Keep the item and available packaging, then contact Questelle with your order details and a description of the damage. Photos can be useful when they clearly show the condition.
What if my puzzle or learning toy appears to be missing a piece?
Check the included packaging and components, then contact us with the product name, order information, and a description of what appears to be missing. Our team can review the details with you.
When will I know the outcome of my return or refund request?
Questelle will review the information provided and communicate the applicable next steps for your order. Any approved refund details will be confirmed as part of that process.
How can I contact Questelle about an order?
You can use the Questelle Contact page, email info@questelle.lol, or call (346) 830-2910. Including your order number helps us identify the purchase you are asking about.
Questelle support information
Keep these details handy when you need order assistance. Standard Questelle shipping is 3–5 business days.
Tell us what happened and we will review the details.
Whether you have a question about a puzzle, brain teaser, maze, STEM activity, or another Questelle product, start with the Contact page and your order information.
