Terms of Sale

Who we are

Dear Pieces is run by Filli S.r.l., Viale Gian Galeazzo 7, 20136 Milano, VAT number IT12383960965. You can reach us at tech@filli.it.

You must be at least 18 years old to place an order.

Our products

We sell personalized jigsaw puzzles. Each one is printed with an illustration we create from your photos, your description or one of our designs, and is made only after you order it.

The pictures are generated with the help of AI tools. They are an artistic interpretation, not a copy of your photo, so faces, details and proportions may differ from the original. You see the picture before you buy, and we print the version you approve. Colors on paper may look slightly different from your screen, and small variations from one print to another are normal.

How an order works

• You create your picture, choose the size and add your puzzle to the cart.
• Before you pay, you can check the picture, the size, the price, the shipping cost and the delivery address, and correct any mistake.
• You pay through Stripe's secure checkout.
• We confirm your order by email. The contract between you and Filli S.r.l. is formed when you receive this confirmation.

We may refuse or cancel an order, with a full refund, if the content breaks the rules below, if the payment is not authorized, if we suspect fraud, or if the product cannot be made or delivered to your address. The contract is concluded in English, and we keep a record of your order, which you can ask us for at any time.

Your photos and content

You are responsible for the photos and text you give us. When you upload them, you confirm that you have the right to use them and that the people shown agree to appear on the puzzle, or that you are the parent or guardian of any child shown.

Do not upload content that is illegal, sexual, violent, hateful or discriminatory, that shows a child in an inappropriate way, that infringes someone else's copyright, trademark or image rights (including celebrities and well-known characters), or that harms someone's reputation. We may refuse to create or print such content.

You keep all rights in your photos. You give us permission to use them, and the pictures made from them, only to create, show you, print and deliver your puzzle and to provide customer support, as described in our Privacy Policy.

Prices and payment

Prices are shown on the website in the currency displayed at checkout. They include VAT or sales tax where we are required to charge it. The shipping cost is shown in the cart before you pay. For deliveries outside the European Union, the recipient may have to pay import duties or local taxes charged by the destination country.

You pay in full when you order, by the payment methods offered at checkout. Payments are processed by Stripe; we never see or store your card details.

Discount codes apply under the conditions shown with them, cannot be exchanged for cash and, unless stated otherwise, cannot be combined.

Production and delivery

Your puzzle is printed after payment and shipped with tracking to the address you give us. The delivery estimate shown before you pay is an estimate, not a guaranteed date. Unless we agree otherwise, we deliver within 30 days of your order.

If your puzzle is late, write to us. If we cannot deliver within a reasonable additional time you give us, you may cancel the order and we will refund what you paid.

Please make sure the delivery address is correct. If a parcel is returned to us because the address was wrong or incomplete, we may ask you to pay the cost of sending it again.

Risk of loss or damage passes to you when you, or someone you name, take physical possession of the puzzle.

Right of withdrawal

Under Article 59(1)(c) of the Italian Consumer Code and the EU Consumer Rights Directive, the 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized. Every Dear Pieces puzzle is made from your design, so you cannot return it because you changed your mind.

If you notice a mistake in your order, write to tech@filli.it straight away. We will try to help, but once production has started we cannot cancel or change the order.

This does not affect your rights if the puzzle is damaged, faulty or not as ordered.

Legal guarantee

As a consumer you benefit from the legal guarantee of conformity under Articles 128 and following of the Italian Consumer Code for 2 years from delivery. If your puzzle arrives damaged, has a printing or manufacturing defect, is missing pieces or does not match the picture you approved, write to tech@filli.it as soon as you notice, with your order number and a photo of the problem.

We will reprint and send you a new puzzle free of charge. If that is not possible, or not done within a reasonable time, you may ask for a price reduction or a full refund. We may ask you to return the faulty item, at our cost.

The differences between the AI picture and your original photo, and the small screen-to-print color variations described above, are not defects once you have approved the picture.

Safety

Warning: not suitable for children under 3 years. Contains small parts that could be swallowed. Choking hazard. Keep the packaging, as it contains the manufacturer's details.

Liability

We are responsible for losses you suffer that are a foreseeable result of our breaking these terms. Nothing in these terms limits our liability where the law does not allow it, including for death or personal injury caused by our negligence, for fraud, for defective products or for your rights under the legal guarantee.

Intellectual property

The Dear Pieces name, logo, website, designs and illustrations made by us belong to Filli S.r.l. or its licensors. The puzzle you buy is for your personal use. You may not resell our designs or use them commercially without our written permission.

Complaints and disputes

If you have a problem, write to tech@filli.it. We aim to reply within 2 business days and to find a solution together.

These terms are governed by Italian law. If you are a consumer living in another country, you also keep the protection of the mandatory consumer law of the country where you live. Any dispute with a consumer is decided by the courts of the place where the consumer lives, as Article 66-bis of the Italian Consumer Code provides. You may also turn to an out-of-court dispute resolution body, if you wish.

Changes to these terms

We may update these terms from time to time. The version that applies to your order is the one published on the day you placed it.