Frequently Asked Questions
Getting Started
It's simple! Choose your subscription plan, browse our puzzle catalog, and select your puzzles. We'll deliver them to your door with everything you need for easy returns. Complete your puzzles at your own pace, then send them back using our prepaid packaging to receive your next selection.
We now deliver to Sydney, Melbourne, Brisbane, Adelaide, Perth and Canberra metropolitan areas as well as the Gold Coast, Sunshine Coast, the greater Sydney area, Newcastle, Central Coast and Wollongong. Regional areas are coming soon, please register your interest on our contact page.
Our subscription includes 2 puzzles over a 4-week period for $38, or you can save with our 3-month plan at $35 per month (billed as $105 quarterly). We also offer a 6-week subscription if you would prefer to have a little longer with your puzzles. Visit our pricing page for full details on what's included in your subscription.
Puzzles & Quality
Every puzzle is thoroughly checked before shipping. If you do discover missing pieces we do apologise and know how frustrating it can be. Please let us know at info@theborrowedpiece.au.
For our initial launch, we're focusing on premium quality 1000-piece puzzles with some 500-piece options. Our collection includes various themes such as landscapes, art, animals, and specialty designs. We curate puzzles specifically for adult puzzlers who enjoy a good challenge.
Yes! You will be given the option at checkout to select your first two puzzles. Every month your subscribed you can login to your account and update your preferences to select the next two puzzles. If you prefer a surprise however please select the random puzzle option and we will select for you (we will also ensure its something you havent received from us before).
Please note that we are constantly updating the library and the choices that you see available, if there are a lot of puzzles listed as not in stock, try coming back again soon as we will refresh the selection. Alternatively feel free to contact us and we will let you know what is available.
All puzzles are inspected and cleaned between rentals. We maintain high quality standards and retire puzzles after a certain number of uses to ensure you always receive puzzles in excellent condition.
Normal wear is expected and fine. We quality check each puzzle before it is sent out. However if you find some pieces are damaged or could use a little bit of TLC please put in the provided envelope when sending back. If a puzzle is significantly damaged while in your care, you may be charged a replacement fee depending on the level of damage (never more than $25).
Currently, we focus exclusively on puzzles designed for adult puzzlers. Our collection features 500 and 1000-piece puzzles that provide the perfect challenge for teens and adults. We may expand to include family options in the future.
We haven't set up and official option for this yet. However, if you fall in love with a puzzle, please contact us at info@theborrowedpiece.au and we will see what options we have.
Subscriptions & Billing
For our initial launch, subscribers receive 2 puzzles per month. You can keep both puzzles for 4 to 6 weeks (depending which subscription option you choose), then return them to receive your next selection.
Your puzzle rental period matches your subscription plan - either 4 weeks or 6 weeks total. This includes delivery time to you and return shipping back to us. For example, if you choose a 4-week plan, you'll have approximately 3 weeks to enjoy your puzzles (accounting for a few days each way for shipping). If you are located in Perth we do recommend choosing a 6-week plan to allow for the extra delivery times. We'll send a friendly reminder when it's time to return them for your next shipment.
If you need extra time, you can extend your rental period through your account for 1 week for $4. To do this, login to your account, select 'Manage' under your subscription, then click 'Add new' under Addons. Choose the 1-week puzzle extension under 'Product', then select 'Duration' as 'Once' to apply for one subscription period. We'll also move your next subscription date forward by 1 week.
Absolutely. You can pause your subscription for up to 3 months or cancel anytime through your account settings. Cancellations take effect at the end of your current billing period once puzzles have been returned. Please not you can apply to cancel at anytime in your account settings, this will notify us and we will approve once your puzzles have been returned. If you fail to return the puzzles within the timeframe you may be charged for the next month.
We accept all major credit cards as well as Apple and Google Pay through Stripe. Your subscription will automatically renew unless you cancel.
You will receive an email when it's time to send your puzzles back, and also select your next month's puzzles. To do this just log in to your account and click 'Manage' under your subscription. Then click on 'Edit' under 'Update Choices'. You will then be able to select two new puzzles for your next month.
Please follow the link by clicking here, you will be asked to login and receive a login code in your email.
Shipping & Returns
Standard delivery takes 2-5 business days within Sydney, Melbourne, Brisbane and Adelaide metro areas, and 5-8 days to Perth. You'll receive tracking information when your puzzles ship.
Due to the longer shipping times to Perth we do recommend that customers choose a 6-week plan.
Simply book your return online at Book Your Return and choose your preferred return date and method. We'll email your shipping label the day before — just print it and attach it to your box.
🚚 Courier pickup — Our courier collects from your address between 8am-5pm. No need to be home — just leave the box somewhere safe and accessible.
📮 AusPost drop-off — We'll send you a label to take to any post office at a time that suits you.
Don't have a printer? Just email us at info@theborrowedpiece.au and we'll sort something out.
Please let us know straight away if your order hasn't arrived. If tracking shows your return was lost in transit, you won't be charged. We handle all shipping insurance.
Account & Technical
For our initial launch we will only be offering one subscription plan, however you will be able to upgrade or downgrade your plan anytime through your account settings, when we launch more options. Changes take effect on your next billing cycle.
Just update your address in your account settings. Make sure to update it before your next shipment to avoid delivery issues.
Gift Subscriptions
We offer 1, 3, or 6 month vouchers in both 4-week and 6-week paces. The 4-week pace suits keen puzzlers who like a fresh challenge regularly. The 6-week pace is perfect for those who like to savour the experience. Voucher can be purchase here.
Yes – when redeeming, they'll enter their payment details to set up their subscription. Don't worry though, the voucher covers the full gifted period. Nothing is charged until after their gift runs out.
Totally up to them! They can choose to continue their subscription or cancel anytime. No lock-ins, no awkward commitments.
The voucher is matched to a specific subscription (e.g. 4-week or 6-week), so they'll continue with that pace. If they'd prefer to switch after the gift period, they can adjust their subscription then.
Community & Support
Not yet, however please watch this space as we are looking at establishing an active community forum where members share tips, photos, and recommendations and potentially even hosting virtual puzzle events.
Our customer service team is here to help! Contact us via email at info@theborrowedpiece.au and we will get back to you within 24hrs.