To ensure your gifts arrive on time during this bustling holiday season, here are the last order dates from our shipping partners. Please note, these are estimates and not guaranteed. For the best chance of timely delivery, we recommend placing your orders as early as possible.

For international orders (outside of Canada) visit our local websites by clicking on the flag icon on top of the page (top of the side menu on mobile)

Canada
Standard - Dec 14th
Express - Dec 18th

Plan ahead to make your holiday season stress-free!

We’re currently unable to offer custom gift notes or gift wrapping with our orders. Our small, dedicated team is working towards making these options available in the future. Thank you for your understanding

Yes, for orders shipped to:
- United States
- United Kingdom
- Canada
- European Union
Note: Due to customs requirements, invoices must be included for all other destinations.

Remember:
- If you enter your details at checkout, you’ll receive the delivery notifications, not the recipient.
- Keep track of the order and inform the recipient to ensure they don’t miss the delivery

To place your order, select the items you wish to purchase and add them to your shopping cart (icon in top right corner). 

When you’re ready, proceed to checkout where you must fill in your personal contact (email and phone number) and delivery information before completing payment. 

Make sure to double check that you have filled in all of your details correctly to ensure a smooth transaction and enable your order to be delivered without any complications. Please note we are not able to edit those details once the order has been placed.

If you're not able to complete the check out make sure you're in the right store for your geography, click on the flags in the header (on top of the menu on mobile) to toggle between stores.

If your order is successful, you should receive an order confirmation via email within the next 10 minutes. If not, please contact us and we can assist you in this matter.

We are currently unable to add gift notes. We recommend you to keep track of delivery notifications and let your gift recipient know so they don’t miss their delivery️. We never include the invoice in parcels shipped within Canada.

You'll get a welcome discount code when signing up to our newsletter and will receive updates on promotions and new releases.

To apply a discount, enter the code at the checkout page in the ‘Discount code’ box below your order summary and click the ‘Apply’ button. Make sure there are no additional spaces before or after the discount code. Don't forget the code is case sensitive.

Please note:

• Only one discount code is valid per order.
• A discount code cannot be combined with another discount coupon code or offer.
• In case you entered a discount code while we're running a special promotion that doesn't require a code, the system will automatically apply the best rate at checkout.
• Discounts are only valid for orders made directly on our official website.
• Discounts are only valid for a limited amount of time; the campaign/promotion cannot be applied to orders made before or after the campaign period.

If you have issues, please contact us.

The prices on our website are stated in CAD or your local currency, depending on your location and cookies settings.

Water & Wines is not responsible for any discrepancies in currency values or conversion rates that your bank or credit card company may use when handling your order from our website. Should you have any questions concerning this, please contact your bank or credit card company.

Water & Wines accepts American Express, Visa, Maestro, MasterCard, PayPal, Apple Pay, Google Pay, Klarna as well as various other local debit cards and invoicing options.  

All available payment options for each country are displayed at the checkout, once you have entered the country of delivery. For more info on currencies, check the dedicated article above.

Water & Wines does not receive or store any payment information. All transactions are handled directly by Shopify, our payment service provider with secure encryption, and adhering to strict banking standards. Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank.

We work hard to ensure your purchase is safe and secure. For your protection, all orders go through a rigorous fraud-checking process.

Our puzzles are made in the EU and in the US. They are shipped globally from one of our 4 current warehouses:

• US orders are shipped from the US.
• Canadian Orders are Shipped from Canada
• GB orders shipped from England
• All other destinations are shipped from the EU.

For orders outside of CA, US, EU, GB: Import duties, taxes, and charges are not included in the item price nor shipping cost. These charges are the buyer's responsibility and are usually claimed by the transporter upon delivery.

Our puzzles can also be found at local resellers around the world: Find a Local Reseller

We aim to process and ship your order within 2 business days of receiving it. 

Packages are usually not processed, shipped nor delivered on weekends and local public holidays.

While we always strive to have our orders delivered on time, we acknowledge that the unforeseeable does sometimes happen. 

The standard delivery time of 3-8 business days is an estimate only and may vary depending on factors like distance, local holidays, and other circumstances outside of Water & Wines' or the courier’s control, such as extreme weather conditions and technical failures. 

For PO boxes, AK, HI, PR, please be aware shipping may take a bit longer.

Additionally, please note that during promotional campaigns and holidays, processing and delivery times may be longer than usual.

We kindly ask for your patience and understanding when such events do happen and occasionally cause delays.

If you notice a significant delay in your delivery or no tracking movement for a while, we recommend you to contact the transporter first to enquire and contact us so we can potentially assist. Please note that most carriers don't accept claims for lost orders past 30 days of shipping.

International shipping outside of EU, UK and US, CA: Please note extra custom clearance delays may happen at the border and make sure to pay the potential customs duties & fees incurred by your order so that the courier can proceed with delivery

Shipping rates vary depending on region and carrier rates and will be displayed at checkout. All shipping fees are non-refundable after the item has shipped.

We are trying our hardest to reduce shipping costs as a small company based in Sweden and the actual cost of shipping is in reality much higher with extra charges for fuel etc.

Our puzzles can also be found at local resellers: Find a local reseller

You should receive an automated order confirmation via email within 10 minutes of placing an order, and tracking information within 1-2 business days.

Your local freight company will have the most accurate information on the status of the delivery, and may give you options to secure your delivery if needed.

• If your item has been marked as 'delivered' on your local carrier website but has not arrived, please allow a few additional business days for it to show up. Packages are frequently scanned as 'delivered' when in fact they are still en route. You may also want to ask neighbours in case the package has been dropped at the wrong door!
• If you have not received your order confirmation or tracking number, please make sure to check your junk folder first or contact us and we will look into this for you immediately. 
• If you notice a significant delay in your delivery or no tracking movement for a while, we recommend you to contact the transporter first to enquire and contact us so we can potentially assist. Please note that most carriers don't accept claims for lost orders past 30 days of shipping.

When contacting us, please include as much info as possible so we can investigate this for you, including order number, date and time of order, delivery address etc. 

If you receive your package and it is not what you ordered or the item is faulty (damaged in transit or has a manufacturing fault), please contact us with your order number and a picture of the item and defects immediately. We will do everything we can to correct the matter as promptly as possible.

If your order got damaged in transit, please note that most carriers only accept claims within 14 days of delivery.

We have a 14-day (from the date you received your order) exchange and return policy within CA

During the holiday season (from Dec 1st) this delay is extended to 30 days to make sure you can exchange your gifts after they've been given

Please note we do not accept returns outside the US, CA, UK or EU.

To be eligible for a return all products must be in a new and unopened state, in perfect condition, with all protective materials in place.

For exchanges, the cost of shipping the new product will be charged to you.

To request a return, please contact us with your order number and a picture of your unopened products and we'll send you a return shipping label if accepted. 

We will notify you once we’ve received and inspected your return. All successfully returned items will be credited to the original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Items sent back to us without first requesting a return will not be accepted.

Please note that once an order has been placed we are unable to edit or cancel it. Contact us below to request a return.

As a part of its social media activities, Water & Wines engages with social media users and seeks their permission to reproduce, republish, repost, and/or otherwise use certain images, videos, photographs, creative works, captions, phrases, taglines, hashtags on its social media page(s), website(s), and/or marketing and advertising materials.

By posting content on our social media channels as part of a contest or giveaway or by responding to our request with the hashtag #okwaterandwines, you grant Water and Wines permission the use of your image or video. User-Generated Content is used non-exclusively. It may be used on a global, unlimited, and royalty-free license in connection with our advertising, publicity, promotional, and marketing activities on social media channels, websites, newsletters, and emails.

Also, we’d like to take a moment to thank you for allowing us to use your Water & Wines' moment. 

You can download a large variety of pictures in our Press Room. If you don't find what you need, please reach out to media@waterandwines.com

Great, we’d love to talk! Please contact us at media@waterandwines.com.

Be sure to include the following information:

• Your first and last name
• Company/Brand name if applicable 
• Email address
• Any relevant information such as links to your website, social media pages, etc.

If you are interested in carrying Water & Wines in your store, please introduce yourself by email and include the name of your store and a link to your website to resellers@waterandwines.com.