Salut Puzzlers! We've updated this FAQ to reflect our new website and features. Please take a moment to review the changes.
General
What is a Puzzler Member?
A Puzzler Member is a puzzler who rents through a Subscription or On Demand membership—whether you're into Adult puzzles or Speed puzzles.
Free Shipping
Enjoy free shipping on every rental—and when you bundle any Shop or Event items with your rental, they ship free too.
Puzzle Collection Shaped by You
You help shape the puzzle collection, so it features puzzles you actually want to puzzle.
Ou La La Perks
Get exclusive perks like celebrating community milestones—earning OuLaLa Points faster and getting you closer to redeeming rewards.
Add-On Puzzles Bonus
For Subscribers Only
Enjoy reduced pricing on Adult puzzles and Speed puzzles when using Add-On Puzzles—perfect for adding extra puzzles to your rental anytime.
Theme Puzzle Swap Bonus
For Subscribers Only
Rent puzzles from another theme without changing your subscription when using Theme Puzzle Swap —perfect for exploring more puzzle variety.
Snack Size Puzzles
For Subscribers and Ou La La Insiders Only
Rent puzzles 300 pieces or less with Snack Size Puzzles.
What is an Ou La La Insider?
An Ou La La Insider is a Puzzler Member who rents through On Demand—whether you previously subscribed or have always preferred On Demand, has completed at least three rentals, and remains in good standing with Ou La La Puzzles, with no outstanding balances and all past issues fully resolved.
Additionally, as an Ou La La Insider, you would get access to Puzzler Member features (ie Snack Size Puzzles) that aren’t offered to other Puzzler Members who rent through On Demand.
Why should I rent with Ou La La Puzzles?
Puzzle Collection Shaped by You
Our collection is shaped by real Puzzler Members—you help decide what goes in, so it features puzzles you actually want to puzzle.
Premium Puzzles, No Premium Price
Enjoy high-quality, hard-to-find puzzles from top global brands—without the premium price tag ... and cluttered shelves.
Always Have a Puzzle on Hand
Rental periods overlap, so you’re never without a puzzle.
Handled with Care
Each puzzle is inspected before it goes out and when it comes back, so what you puzzle feels like new.
Personal Touches
Expect handwritten notes and a rental experience personalized to you.
Community Connections
We like to stay connected with puzzlers and the brands we work with—even your own puzzle moments are often shared and celebrated on social media.
Subscription Memberships
Do I get the puzzles I select?
Yes! You get to choose the puzzles you want—so you'll receive exactly what you selected.
How many puzzles do I get?
The number of puzzles you receive depends on the Subscription membership plan you choose.
For instance, Adult Puzzles offers you to rent up to 2000 pieces per month. Similarly, Speed Puzzle offers you to rent up to 4 puzzles per month.
What if I want more puzzles?
We offer Add-On Puzzles, which lets you purchase additional puzzles at a discounted price or by using your OuLaLa Points.
When do I select my puzzles?
You can select your puzzles at any time during the month — whenever it works best for you.
Please Note:
• After selecting your puzzles, you must place your order for the puzzles to be shipped.
• If you do not place an order, puzzles will be automatically selected for you from the Puzzle Rental Catalog.
How long do I get to keep my puzzles?
The standard rental period is 6 weeks, and most subscribers finish and return their puzzles early.
Need a little extra time? Just let us know—we’re happy to help!
Can I sign up for multiple Subscriptions?
Yes, you can sign up for multiple Subscriptions; each must be joined separately.
For example, you could join both Adult Puzzles Subscription and Speed Puzzles Subscription.
All activity will be managed through the Puzzler Member Portal.
Can I cancel my Subscription?
Yes, you can cancel your Subscription at any time, provided all puzzles have been returned.
Once you cancel, you'll receive a confirmation email and lose access to add rental items to your cart until you resubscribe.
Please Note: Payments made prior to cancellation are nonrefundable. Any future payments under your Subscription will be canceled automatically.
If you need help canceling your subscription, please contact us.
Can I pause my Subscription?
Yes you can pause and you have options!
Option 1
Let us know you’ll be away, and we can double up your rental order when you return.
Option 2
You can pause your subscription and unpause it whenever you're ready to rent again.
Please Note:
• If you pause for more than 6 weeks, please ensure your current puzzle rental is on its way back to us before the pause begins.
• When you unpause, your rental and billing cycle will reset.
If you need help pausing your subscription, please contact us.
What if I want to rent without subscribing?
We offer On Demand rentals, allowing you to rent puzzles without a subscription.
With On Demand, you can select and rent puzzles whenever you like.
Refer to the On Demand section in this FAQ to learn more.
On Demand Memberships
Do I get the puzzles I select?
Yes! You get to choose the puzzles you want—so you'll receive exactly what you selected.
The only exception is our Mystery Speed Puzzles, where we choose a surprise puzzle for you!
How many puzzles do I get?
The number of puzzles you receive depends on the On Demand option you choose.
For instance, Adult Puzzles offers different piece counts to choose from. Similarly, Speed Puzzle offers different puzzle counts to choose from.
What if I want more puzzles?
On Demand allows you to purchase additional puzzles. It’s flexible, so you can always have more puzzles when you’re ready to rent more.
When do I select my puzzles?
With On Demand, you can select your puzzles at any time! There’s no time limit—pick your puzzles whenever it suits you!
Please Note: After selecting your puzzles, you must place your order for the puzzles to be shipped.
How long do I get to keep my puzzles?
The standard rental period is 6 weeks, and most On Demand renters finish and return their puzzles early.
Need a little extra time? Just let us know—we’re happy to help!
Can I join multiple On Demand options?
Yes, you can sign up for multiple On Demand options; each must be joined separately.
For example, you could join both Adult Puzzles Theme and Speed Puzzles.
All activity will be managed through the Puzzler Member Portal.
Can I cancel my On Demand order?
If you placed an On Demand order and would like to cancel it, please contact us within 24 hours.
Once verified, we will process you a refund within 14 calendar days.
Ou La La Perks & Referrals
What are Ou La La Perks?
Ou La La Perks is our new rewards program that replaces previous Puzzler Member benefits and event raffles, bringing everything into one simple and fun experience.
Earn OuLaLa Points for doing what you already love — renting puzzles, shopping, participating in events, writing reviews, celebrating milestones, and more.
Track and redeem your points directly on the site using a built-in widget on our website — no extra steps, just perks made easy!
Redeem points for rewards like:
• Free mini puzzles
• Free On Demand Rentals
• Discounts on Shop items and Events
• And more!
It’s our way of saying thanks for being part of the Ou La La community.
Do you have a referral program?
Yes! We have a referral program and it's managed through the Ou La La Perks widget.
You’ll be able to refer fellow puzzlers and help grow our Puzzler Member community. When someone you refer subscribes to any membership plan for Speed or Adult puzzles, you both benefit.
And the best part? You’ll have a say in the rewards for both you and your referral—so it’s personalized.
Notifications
How will I be notified when it’s time to rent?
Subscription
Notifications will be sent to the personal email address you have provided us. Please be sure it’s current and one you check regularly so you don’t miss anything. These emails are not spam, just helpful info about your subscription.
On Demand
With On Demand, you rent puzzles when you’re ready — so no notification emails are sent.
How will I be notified when it’s time to return?
Subscription and On Demand
As your rental period nears its end, notifications will be sent to the personal email address you have provided us. Please be sure it’s current and one you check regularly so you don’t miss anything. These emails are not spam, just helpful info about your subscription.
Billing
How much does a Subscription cost?
Subscription prices vary depending on the theme and plan you choose, with options for both monthly and longer-term subscriptions.
Interested in Adult Puzzles?
Visit the Subscribe to Adult Puzzles page to view all available plans and pricing.
Interested in Speed Puzzles?
Visit the Subscribe to Speed Puzzles page to view all available plans and pricing.
How much does On Demand cost?
On Demand prices vary depending on the number of pieces or the number of puzzles you select.
Interested in Renting On Demand?
Visit the On Demand page to view all available options.
When does my Subscription rebill?
Your subscription will automatically renew based on your selected plan, on the same date you originally signed up.
For example, if you subscribed on January 11th for a 3 month plan, your subscription will renew on April 11th.
Please Note: If you pause and later unpause your subscription, your billing cycle will reset — the new rebill date will be based on the day you unpause.
For example, if you paused your subscription and then unpaused it on March 7th, your new billing cycle would start on March 7th, and your next renewal would be 3 months later on June 7th.
When am I billed for On Demand?
When you place your On Demand puzzle order, your credit or debit card will be billed immediately.
For instance, if you place an order on August 11, 2025, the payment will be processed on that same date.
Please Note: Each On Demand order is billed individually at the time of purchase.
Shipping, Delivery, & Returning
Where do you ship?
We currently ship to Belgium, France, Germany, Luxembourg, the Netherlands, and Spain.
However, we coordinate with puzzlers on a case-by-case basis to facilitate deliveries outside the countries listed above.
Interested in joining our Puzzle Rental experience but your country isn’t listed above? Contact us.
Is Shipping free?
Yes! Every rental includes free delivery and free return shipping!
Bonus As a Puzzler Member, when you bundle Shop and Event items with your rental — they’ll ship free too for even more savings!
When will you ship my order?
Subscriptions
Once your monthly order is placed, your puzzles will ship within 2–3 business days*.
*Orders with Event items ship once we receive the items from the brand.
On Demand
Once your order is placed, your puzzles will ship within 2–3 business days*.
*Orders with Event items ship once we receive the items from the brand.
How long does delivery take?
Estimated delivery is 2–10 business days depending on where you live.
How do I return the puzzles?
Each rental includes a prepaid return shipping label, which will be emailed to you as your rental period nears its end.
If you’d like it earlier, just let us know!
Please Note: We do not include the return label with the initial shipment because it becomes unusable after a certain time period. This method ensures the label is valid when you need it.
Missing Pieces & Damage
Do you send out puzzles with a missing piece?
If a piece is missing, it will be noted in the Rental Condition section on the product page.
The choice to rent a puzzle with a missing piece is entirely yours. Please note that we do not offer discounts for such puzzles.
Should a puzzle have more than two missing pieces, we will remove it from circulation to ensure quality standards.
What if I lose a piece?
We understand that occasionally a piece may be lost. We know most puzzlers take great care not to lose pieces, but if it happens and you cannot find the missing piece despite your best efforts, please:
Note any missing pieces on the 'Puzzle Condition Report' provided with your rental.
You're welcome to contact us directly if you'd like.
For each puzzle returned with three or more missing pieces, you will be charged for a replacement puzzle. The replacement fees are €8 for puzzles with 99-150 pieces, €18 for puzzles with 200-300 pieces, €23 for puzzles with 500-600 pieces, and €35 for puzzles with 750-1000 pieces.
We will work to notify you before charging a fee to your account.
Additionally, we reserve the right to cancel accounts if puzzles are consistently returned with one or more missing pieces.
What if I find a missing piece after I have already returned the puzzle?
If you find a missing piece after you've already returned the puzzle, please return it with your next order or mail it to us in a plain envelope at the following address:
Ou La La Puzzles
149D Rue de Paris
Bât 2 APPT 2304
Bobigny, France 93000
If possible, kindly include the puzzle name or any relevant information about the puzzle.
Damaged Pieces?
We understand that occasionally a piece may become damaged. We know most puzzlers take great care not to damage pieces, but if it happens, please:
1. Note any damage on the 'Puzzle Condition Report' provided with your rental.
You're welcome to contact us directly if you'd like.
2. Include the damaged piece(s) in the designated envelope provided with your rental.
If a piece is irreparably damaged, a fee will be charged to your account. We will work to notify you before charging a fee to your account.
Irreparably damage includes: bent or broken nobs/section, missing nobs/section, missing parts of the image, chewed marks, scratch marks, water damage, burn marks, or permanent stains that cannot be cleaned off.
The fee for each damaged piece is €2.50.
If a puzzle is returned with damaged pieces that exceed the cost of replacement, you will instead be charged for a replacement puzzle. The replacement fees are €8 for puzzles with 99-150 pieces, €18 for puzzles with 200-300 pieces, €23 for puzzles with 500-600 pieces, and €35 for puzzles with 750-1000 pieces.
Normal wear such as: edge wear and image peeling will not incur a charge.
We also understand that some defects may originate from the manufacturer; in such cases, we will not charge you a fee, and we will inform you of these defective piece(s).
Damaged Elements?
Puzzle Images
Pictures that are not returned or returned damaged will incur a €5 charge per picture.
We will work to notify you before charging a fee to your account.
Damage includes: bent or being folded, ripping, missing parts of the image, chewed marks, water damage, burn marks, or permanent stains that cannot be cleaned off.
Rental Boxes
Boxes that are not returned or returned damaged will incur a €5 charge per box.
We will work to notify you before charging a fee to your account.
Damage includes: bent or being folded, ripping, missing parts of the box, chewed marks, water damage, burn marks, or permanent stains (2.5cm+) that cannot be cleaned off.
Normal wear such as: inner flap wear or labels peeling off will not incur a charge.
Quality & Cleanliness
Is filling out the Puzzle Condition Report required?
Yes, filling out the Puzzle Condition Report is required—even if you haven’t completed your puzzle.
Your feedback helps us assess the quality of the puzzle and track any missing pieces.
It’s quick to fill out and can be completed in your preferred language.
Plus we like to read them!
What is the quality of these puzzles?
Each puzzle is inspected by Ou La La Puzzles to maintain a professional, fun level of quality and we work to ensure each puzzle has all of its pieces before shipment.
We also provide a rental condition summary for each puzzle on its product page, including details about its condition, missing pieces, and cleanliness.
How do you clean your puzzles?
Each puzzle is inspected between uses, and all debris, including hair, is carefully removed to ensure cleanliness.
Last Modified on: 13 November 2025
Subscription vs On Demand
| Features | Subscription | On Demand |
|---|---|---|
| Renting & Shipping |
Order puzzles monthly. Puzzles sent in 2-3 business days.
|
Order puzzles whenever you want. Puzzles sent in 2-3 business days.
|
| Number of Puzzles |
Based on your plan.
|
Various piece options available.
|
| You Pick the Puzzles | ✓ | ✓ |
| Rental Period |
6 weeks
|
6 weeks
|
| Free Shipping | ✓ | ✓ |
| Billing |
Auto-renews; pause or cancel anytime
|
One-time rental; order as needed
|
