Quick answer
If a Ravensburger puzzle appears to be missing a piece, do not throw away the box or receipt. First, search the workspace and compare the gap with the box image. Then photograph the completed puzzle, record the title and article number, and gather proof of purchase. Contact the retailer first when the puzzle was bought from a shop or marketplace. If the retailer cannot help, use the Ravensburger support page for the country where it was purchased. Replacement options differ by market and production batch, so a matching loose piece is not guaranteed.
Finding one empty space after several evenings of puzzling is frustrating. The fastest response is a calm, documented check. It helps you distinguish a piece that has slipped away from a genuinely incomplete box and gives the seller or support team the information needed to assess the case.
| Step | What to do | Why it matters |
|---|---|---|
| 1. Search | Check under the board, box, furniture, clothing and sorting trays | Loose pieces often travel farther than expected |
| 2. Confirm | Compare the gap with the box image and test nearby pieces | A rotated or misplaced piece can look missing |
| 3. Document | Photograph the full puzzle and a close-up of the gap | Support teams can see the location and progress |
| 4. Identify | Record the title, article number and purchase details | Similar artwork may exist in different editions |
| 5. Contact | Ask the retailer, then the correct regional Ravensburger team | Policies and available remedies vary by seller and market |
Search the puzzle area one more time
Move slowly rather than sweeping the area all at once. Check the underside of the puzzle board, inside the box lid, between sorting trays, under rugs and furniture, and around chair legs. Look at sleeves, slippers and pet resting areas. If the puzzle was moved between sessions, inspect the route between the original table and the storage location.
Use a torch at floor level. The edge of a puzzle piece can cast a clearer shadow than it does under overhead light. If you used a roll-up mat or case, open it on a clear surface and inspect its seams before shaking anything out.
Make sure the space really needs that piece
Study the shape of the gap and compare it with the picture on the box. A piece placed in the wrong section can create two convincing gaps. Run your eyes around areas with similar colours, especially skies, water, foliage and repeated patterns. Our guide to what makes a jigsaw puzzle difficult explains why repeated textures make these mix-ups more likely.
Do not force a piece into place. Set aside any questionable match, then check its tabs, blanks and printed details under bright light.
Prepare the information before contacting support
Keep the original box. Photograph the completed puzzle from above, then take a close-up that shows the exact gap. Record the product title and article number printed on the box, the retailer or marketplace seller, purchase date, order number and country of purchase. Save the receipt or order confirmation.
The country of purchase matters. Ravensburger's United States Care Commitment describes a 365-day process for eligible purchases from its online store or authorised sellers. Its UK service information explains that production cutters can change between runs, which means an individual loose piece may not match another copy of the same title. These examples show why shoppers should use the policy for their own market rather than assuming one global replacement rule.
Contact the retailer first
If the puzzle came from a retailer, begin with that seller's return, exchange or support process. Provide the photos and purchase details in the first message. If it came from an online marketplace, include the seller name shown in the order history, not only the marketplace name.
If the retailer cannot resolve the issue, go to the official Ravensburger support site, select the correct country and follow the current instructions. Do not send payment information by email unless you are inside a verified support process.
Protect the puzzle while the case is reviewed
Keep the puzzle flat and save all pieces, packaging and documents. Our guide to storing an unfinished jigsaw puzzle can help if the table must be cleared. Avoid gluing or framing the puzzle until the retailer or support team has replied. If you later decide to display it, read how to frame a Ravensburger puzzle first.
Key takeaways
- Search the floor, storage equipment and surrounding furniture before opening a case.
- Photograph both the full puzzle and the exact gap.
- Keep the box, article number and proof of purchase.
- Contact the retailer first, then the official support team for the purchase market.
- Do not assume Ravensburger can send one matching loose piece from another production run.
Frequently asked questions
Can Ravensburger send one replacement puzzle piece?
Not always. Manufacturing cutters and production batches can differ, so a piece from another copy may not fit. The remedy depends on the product, purchase market, seller and current regional policy.
What photos should I take?
Take one clear overhead photo of the complete puzzle and one close-up of the gap. Also photograph the box information if the title or article number is difficult to type accurately.
Do I need the receipt?
Proof of purchase is commonly requested. Keep the receipt, order confirmation or marketplace order record, together with the purchase date and seller name.
Should I contact the retailer or Ravensburger?
Start with the retailer when the puzzle was purchased from a shop or marketplace. If the retailer cannot help, use the official Ravensburger support route for the country of purchase.
Can I glue the puzzle while waiting?
It is better to wait. Keep the puzzle and packaging unchanged until the seller or support team has reviewed the case and explained what information or return steps are required.
