Help Center

Products with the status "Pre-Order" shown on the buy button are products that are not in our warehouse in Indonesia, and are therefore not available for immediate shipping. We will continue to try have as many ready stock products as possible, but please bear with us while we grow and amass the means to do so. 

Pre-Orders generally take 2-3 weeks to reach us from Japan, using the fastest shipping method available (Japan Post EMS). During holiday or peak season, this estimate may be off by about 1 week as the post office & customs get busier and are usually overloaded.

To further add complexity, not all Pre-Orders are the same. The estimate above applies for products that are immediately available and ready to ship from one of our partners in Japan. When none of them has the product as ready stock, we then rely on direct supply from the factory. Each brand responds at different speeds, with Appleone usually the quickest and Ensky the slowest. All that said, we refer to this as Special Pre-Order and this extra step adds approximately 2-3 weeks to the wait. So in total, Special Pre-Orders generally take 4-6 weeks.

We have had cases where we do not get any response at all from the factory, which when this happens we assume that the product in question is no longer being produced or a.k.a discontinued. While this rarely happens, we are extremely sorry to those who have waited in vain for good news from us, and for such a long period of time (3-4 weeks of no news, we automatically assume the product is discontinued). We continue to consult and think of ways of how to reduce these cases, or at least the wasted time waiting.

Products with the status "Add to Cart" shown on the buy button are products that are currently in our warehouse in Indonesia, and are therefore available for immediate shipping. We generally process orders within 1 working day (except Sunday). For orders to be processed on the same day, please complete your order before 13:00 WIB (GMT +08:00).

Please bear in mind that the product status changes frequently as items come in and go out of our warehouse, so what is ready stock right now may not be tomorrow. Especially in cases of rare products, we urge you to be quick ;)

To easily find which products are ready stock on our website, you can use the filter on the sidebar under "Availability". You can also always ask us directly through one of the available channels listed on our contact-us page here or via live chat by clicking on the bottom-left button.

Sorry! We do not yet have a physical store but if you ever find yourself in Balikpapan, you are more than welcome to drop by our home to personally look at all the available puzzles for sale :) we do not see ourselves opening one in the foreseeable future, but please take advantage of all the available channels that we try our best to keep up to date:

Tokopedia

Bukalapak

Shopee

Chat & Bank Transfer (most popular!)

Let us answer any questions that you may have about any of the products we have here. We want you to be most comfortable with your purchase. We also provide payment plans; please ask us about it!

Our main shipping partner is TIKI, whom we have found most reliable in terms of delivery time and service quality. TIKI offers two shipment speeds that we use: REG (Regular, 2-3 days) or ONS (One Night Service, 1 day). There is also HDS (Holiday Service) for deliveries on holiday or TDS (Two Days Service) for places further away unreachable in one day. 

Please remember that if you would like to ship by ONS and receive it by tomorrow, please complete your payment and order with us before 11:00 a.m. 

We also do shipments by JNE and J&T, but may be slower as we have to find the time to drop the packages ourselves. Shipment is also generally slower, in our experience. We've had TIKI REG shipments arrive the very next day where JNE or J&T generally takes 3 day. We're very happy to recommend them for all your domestic shipping needs.

Oh, did we mention we do free deliveries to almost anywhere in Indonesia? Depending on where you are, this might even be by ONS. Please contact us for more info on this.

We have a special partnership with Pos Indonesia and we trust them with all of our International shipments. We generally recommend EMS (Express Mail Service, fastest) or POS Registered (more economical) as they are both trackable. EMS promises to arrive within 3-5 days, while POS Registered 6-10 days. However, we find that estimates for delivery time to any country is still highly variable and dependent on customs processing upon arrival in said country. It is wise to order earlier if it is for a gift!

For how much it will cost, please contact us so we may get the latest rates

We are now able to accept payments through the web, courtesy of Midtrans! Currently, the available options of payment are:

• Credit Cards: Visa & Mastercard
• Internet Banking: Mandiri, BNI, Permata
• ATM Transfer: Mandiri, BNI, Permata

We are waiting for good news from BCA. The documents have all been submitted and are just waiting review. We will continue to make the options as complete as possible, including e-Cash. Please continue to be patient with us while we go through the process.

We are equipped with SSL, so any personal or payment information you enter on our website are secure. Please feel safe and confident while shopping with us :) if you have any concerns on this, please feel free to contact us and we'll get back to you as soon as possible.

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We also provide two bank accounts for payment through direct bank transfer:

BCA 7810319288 (JIGZLE, CV)
Mandiri 149-00-1689288-9 (JIGZLE)

For payments or term-payments via credit card, we highly recommend purchasing through one of the three marketplaces that we are on: Tokopedia, Bukalapak or Shopee. Some credit cards offer terms of up to 24 months on 0% interest, and is one of our favourite ways of financing! 

We are active on three of the most popular marketplaces in Indonesia:

Tokopedia
Bukalapak
Shopee

We try our best to keep all of our ready stocks up-to-date on all three marketplaces. We apologise for any instances that we might have missed one or two. We are happiest if you would take the time to confirm with us first before purchasing say hello too!).

We are sorry that you are unhappy with the product you have received. Please inform us of your complaints and let's work out a solution together. As a general guideline, we accept returns that meet the following conditions:

• Items are unopened and brand new, as we have shipped it to you.
• Complaint filed within 3 days of receiving the product.
• Items are shipped back to us in equally reliable packaging so we may receive it back in good condition.

You can return the item(s) to us on this address:

CV. Jigzle
Grand City Cluster Pineville Blok L3 No. 28,
Jl. MT Haryono, Kel. Graha Indah,
Balikpapan, Kalimantan Timur 76114
0811 512 889

You may then exchange for another puzzle of similar value or higher. The difference in price is to be paid before we ship off the replacements :) we thank you for

Our refunds are most often in form of store credit, unless it has been agreed upon early on that it is to be done by bank transfer. Thankfully, customers seem to really like the products and services we offer, so we do not get these cases often :D we hope you do / will too!

Store credit can be used to purchase a product of similar or higher value; the difference in price must be paid before we ship the product to you. In essence, it is an exchange. There is no time limit how long your store credit lasts, so you can take as long a time as you like.

For most recent orders that we have not shipped off yet, please feel free to contact us to change your order and any excess funds we will refund in full back to your original bank account, less any bank fees if there is any.

In the event of force majeur that causes the products to be in unacceptable shape, we bear full responsibility and will ship a replacement as soon as humanly possible. If the time frame we give you for your replacement is not suitable for you, we are happy to transfer you a full refund to your original bank account. 

We are also looking into making a gift card system, that you can store credit into to purchase products off our website or send a friend or loved one some funds to try any of our puzzles. Should a problem arise, any refunds will be paid to your gift card. This will make it easier for you and us to settle and track any disputes.

We're sorry that there is not yet a simple and direct way to edit or cancel your orders. Please be assured that it's on the top of our list to make this available to you our web users. Meanwhile, please contact us with through our web chat or instant messaging with your order number, and we will ship off to you only what you need. Any excess payments we will refund full to your original bank account, less any bank fees should there be any.

When we have processed and shipped your items, we will inform you of the tracking number as soon as we have it. If you order through our web, we will make this info available on your account dashboard under "Your Orders". Should you have any questions or special requests, please feel free to contact us and we will do our best

This is one of the first features that we will make available as soon as we can receive payment reliably on the web. This is expected someone mid August. Thank you for your patience!

We truly value your support for us; it's the only reason we are where we are now. As such, we want to make it possible for you to see your complete history of purchases and also your current loyalty status when you access the account dashboard. We are certain that this will be a welcome feature that you can see at any time by just logging in to your account here on the web.

As it will require a bit of time to import all the information accurately, please let us know when you have signed up (under what name and email) and please allow us some time to get it sorted. We will do our best to finish quickly, but also expect quite a bit of backlog (hundreds of customers!) Thank you for your understanding and patience :)

Meanwhile, we will continue to manually track all your purchases with us and send you flyers with every purchase, to update you on your current loyalty status and progress to the next.

Our Diamond level is an exclusive status that only true puzzle enthusiasts and our most loyal customers can be a part of. It comes with an automatic 15% discount on almost all of our products, quite a significant step up from the Platinum "wall" of 10%

When we first introduced the Diamond level, we reserved 3 spots for our top three spenders. Then it was 4 spots. Now, almost exactly one year later, we are close to being ready to open the 5th spot.

We do not yet have any plans to release a level with even higher discount. The Diamond level discount is currently the absolute maximum we can give for most products without taking too high a risk, but it's a risk we're happy taking for the top few people who too have placed such high trust and value in us.

We hope to continue to offer the best value for you and all of our customers. If you are in Platinum and would like to ask how far is it to the "x"th seat (may be 6, 7, 8 or so on seats available by that time), please contact us and we can give you the latest tally.

To start off: becoming our reseller is not easy. 

However, it comes with plenty of perks that we think is worth pursuing. We currently have 2 active resellers with whom we are happy to work with :)

The criterias:

• You will have to get to Platinum level just as any of our customers have to; getting to a total lifetime purchase of Rp. 8,000,000. You can take as much time as you need to get there, since your lifetime purchase with us will never expire. However, it's quickest to buy in bulk as we like to give extra discount.
• If you have a store or a running business, we will ask for documentation as proof of ownership. If you are a one-person team, no problem too; we do however require that you have dropshipped through us to a minimum of 5 (five) addresses of different people (your customers). 
• Be a good suit to our core brand values, as you will be an ambassador to our brands. 

That's the hard part. Aside from that, we believe in keeping things simple, so our reseller status is also easy to keep. There is no monthly targets, minimum purchases, membership fees, etc. The benefits are yours to keep and are as follows:

• Automatic 12.5% off on all products except puzzle glue.
• Your brand / name on all dropshipped orders, with customised stickers and our most reliable packaging. None of our name "Jigzle" anywhere.
• Access to our database of high-quality, no-watermark real product photos for you to use and place your own watermark on.

We do reserve the right to freeze or revoke any reseller's status should we find potential misuse in any of the above benefits or poor business practises.

If you reach Diamond level, the 12.5% discount becomes 15% with the other benefits intact.

We will continue to think of better ways to support you so we both will grow together; please have our best interests at heart, and we will always have yours! :D

We don't like hidden charges too, so we decided to keep things simple.

For almost all of our products, we charge shipping fee of Rp. 0. The only exception to this rule is for puzzle glue and frames. However, for this we offer free shipping if purchased with a jigsaw puzzle of any size.

This is also valid for almost anywhere in Indonesia, with the exception of only West Papua. However, this too we offer a great discount on shipping and customers will only have to pay the difference.

We are proud of our ability to give you the very best deals, mainly through our two ongoing programs. Through our loyalty program, you can enjoy automatic discount of up to 10% when you reach Platinum level and there is no minimum purchase. By participating in our puzzle project, you are also entitled to a voucher of value Rp. 25,000 off your next purchase with us. We also are generous with extra discounts when you purchase multiple products, so don't hesitate to contact us beforehand!

In the last few years, we have engineered and perfected our ordering system with our many suppliers (and brands!). This ensures that your orders get processed and fulfilled without fail. With our connections in Japan, we can proudly say that we can now reliably ship at least once a week and with EMS, the fastest available speed and at no cost to you, our customers.

We currently boast 10-14 days of pre-order from Japan with the right conditions. Please read more on that here. Our Europe / USA shipments are not as polished as our Japan channel, where we are hovering at 14-18 days.

To those who have known us a long time will know that we always give our 110% in every interaction. Be it in our diligence in recommending puzzles that suit your criteria or helping follow-up issues with shipments, we try to always be there every step of the way. Should you have any missing pieces, we can also help with that (but this process takes time -- so please be patient).

Our after-sales service is one that we take much pride and joy in providing. If there's anything we can do better, please let us know and we'll try to meet you there!