Terms & Conditions — Jigsaw Tails

Who we are

These terms apply to purchases from Jigsaw Tails, a trading name of Louise Bridgeman, sole trader.

Business address:
4A Water Lane
Totton
Southampton
SO40 3DP
United Kingdom

By placing an order with Jigsaw Tails, you agree to these terms. Please read them before purchasing.

What we sell

Jigsaw Tails sells personalised physical pet jigsaw puzzles. Each puzzle is created from photographs and information provided by you, producing a unique piece of artwork made especially for your pet.

Here is how the process works:

You upload a photograph of your pet and tell us about their personality, favourite places, activities and other details.
We generate two personalised artwork options for you to choose from.
You select your preferred artwork.
You choose your puzzle size — 500 or 1,000 pieces.
Your personalised jigsaw puzzle is made and delivered to you.

The purchase is for a physical jigsaw puzzle. A clean, high-resolution digital artwork download is not included in the standard puzzle purchase.

Optional additional artwork options

Your purchase includes two personalised artwork options. If you would like more choice, you can create two additional options for £1.99.

Before the additional pair is created, you may optionally tell us one thing you would like adjusted about your existing creative brief. We will keep all the information you have already provided about your pet and use your refinement when creating the two new options. The additional pair supplements your original brief — it does not replace it.

When you choose the additional pair:

Your original two artwork options remain available — you can choose any of the four.
If you go on to order a jigsaw puzzle, the £1.99 is credited against your jigsaw purchase — so it is not an additional cost if you proceed.
The £1.99 credit can only be applied once per order.

Optional handwritten gift card

You may add an optional handwritten gift card to your order for £2.99. You provide the message, which can contain up to 40 characters. The message is used to prepare the requested gift card and complete fulfilment of your order.

The parcel does not include prices or order paperwork.

Prices

Current prices for Jigsaw Tails puzzles are:

500-piece puzzle — £49.99
1,000-piece puzzle — £54.99
UK tracked delivery — £5.45

The total amount payable, including delivery, will be shown clearly before you confirm your order. Prices are in pounds sterling (GBP) and are inclusive of any applicable taxes unless otherwise stated.

Payment is completed through Stripe Checkout. Your order is confirmed after successful payment and the payment information has been received by Jigsaw Tails. Production does not begin before payment is confirmed.

Promotional codes

Promotional codes may have their own eligibility requirements, expiry dates or other conditions. They may be limited, withdrawn or unavailable for particular products or orders. Where a code is offered, it must be entered or applied as required by the checkout flow, and any discount will be shown before you confirm your order.

Puzzle sizes

Both puzzle sizes use the same personalised artwork you have chosen:

500 pieces — finished puzzle size approximately 50 × 38 cm
1,000 pieces — finished puzzle size approximately 66 × 50 cm

Your photographs and submitted information

By uploading photographs and providing information through Jigsaw Tails, you confirm that you have the right to use and submit that material and that doing so will not:

Infringe another person's copyright or intellectual property rights
Violate another person's privacy
Involve anything unlawful

Jigsaw Tails uses your photographs and information solely to create your personalised artwork and fulfil your order.

How your artwork is created

Your Jigsaw Tails artwork is created using image-generation technology, informed by:

The photographs you upload
The information you provide in the questionnaire
Your chosen creative direction

Generated artwork is interpretive by nature and may not reproduce every photographic detail exactly — it is a personalised artistic creation rather than a photographic reproduction.

Importantly, you will always be shown your artwork options and asked to choose the version you prefer before your physical puzzle is ordered for production. You are in control of which artwork becomes your puzzle.

For details of how your photographs and questionnaire information are used, including transmission to OpenAI for artwork generation, please see our Privacy Policy.

Personalised products and cancellation

Each Jigsaw Tail puzzle is made specifically to your personal specification, using the artwork you have chosen and the puzzle size you have selected. Because of this:

Because your Jigsaw Tail is made to your personal specification, the normal right to cancel an online purchase simply because you change your mind does not generally apply once the personalised product has been ordered for production.

This does not affect your legal rights if the goods are faulty, damaged, not as described, or not what you ordered. See the section below on damaged or incorrect goods.

When production begins

Once successful payment has been confirmed and your personalised puzzle has entered production, it cannot normally be changed or cancelled simply because you have changed your mind.

If you need to raise a concern before your order has gone into production, please contact us at support@jigsawtails.co.uk as soon as possible and we will do our best to help.

Damaged, faulty or incorrect goods

If your puzzle arrives damaged, faulty, not as described or isn’t the product you ordered, please contact us at support@jigsawtails.co.uk with your order details and a description of the problem. A photograph of the issue can help us resolve things more quickly.

Your statutory rights are not affected by these terms. Nothing here limits any right you may have under consumer protection legislation.

Delivery

UK tracked delivery costs £5.45.

Please allow up to 7 days for production and delivery. This is an expected service timeframe rather than an absolute guaranteed arrival date. Occasional delays outside our reasonable control can occur — for example, during exceptionally busy periods or due to courier delays.

We currently deliver within the United Kingdom only.

Your responsibility when ordering

Because each puzzle is made to your specification, please take care to check the following before confirming your order:

That you are happy with your chosen artwork
That you have selected the correct puzzle size
That your delivery details are correct during the checkout process

Errors in your submission that are not caused by Jigsaw Tails may not be eligible for a free replacement.

Digital artwork

The purchase of a Jigsaw Tails puzzle does not include a downloadable high-resolution digital copy of the final artwork unless expressly stated otherwise at the time of purchase. The digital artwork is used to produce your physical puzzle and is retained privately in accordance with our Privacy Policy.

Retained artwork and future reorders

We may retain the artwork you selected for a limited period after your order so that we can support customer service and potentially make future reorders easier. For full details of how long we keep this artwork, please see our Privacy Policy.

A reorder service is not currently available, but we may offer this in future.

Our liability

Jigsaw Tails will take reasonable care to provide you with a quality product. If something goes wrong as a result of our fault, we will work with you to put it right — including replacement or, where appropriate, a refund.

Nothing in these terms limits any liability that cannot be excluded by law, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be lawfully limited. Nothing in these terms affects your statutory consumer rights.

Governing law

These terms are governed by the laws of England and Wales. This does not affect any mandatory consumer rights you may have under the law of the country in which you live.

Questions about these terms

If you have a question about these terms, please contact us at support@jigsawtails.co.uk.