Now, we’ll be honest, this isn’t exactly the most thrilling part of our website. There are no lovely pictures of biscuits or chocs, or any pictures at all for that matter! What you will find though is some useful (if slightly dull) info about payments and deliveries and bit of detail about the ingredients we use. Sensible shoes time, in other words.
We want to give you a fantastic service and for you to be really happy with us. But if you’ve sent or received a Biscuiteers pressie and you’re not over the moon about the experience, please pop us an email straight away. Our address is firstname.lastname@example.org. We’ll do our very best to get back to you within 24 hours, and we’ll do everything we can to put things right for you.
We take payment when you place your order, rather than at the time of dispatch. This is to help avoid any last-minute hitches that might delay your delivery. We’re not able to accept an order until we’ve checked and approved it, and if there is a problem we’ll be in touch within three working days. We run special offers from time to time and these are to be used independently, not in combination.
If we have your collection in stock and we receive your order before 1pm (UK Standard Time) we’ll put it in the post the same day. If we get your order after 1pm, we’ll send it out the next working day. If for any reason we’re not able to do this we’ll get in touch with you by email to offer you a different product, a later delivery date, or, if you’d prefer: a refund. And just so you know, we don’t send out any items on the weekend.
Returns are only accepted for goods which arrived damaged or are sent in error. If you find your order damaged or you have received the wrong product please contact us immediately. Depending on the condition we will offer to re-send the items or exchange them. As our biscuits, cakes and chocolates are perishable goods we do not offer refunds in any other circumstances.
Corporate Cancellation Policy
All orders are to be paid in full in advance. If you wish to cancel your order once payment has been taken, please note the following points. If an order is cancelled more than 60 days in advance of the agreed dispatch date, a 90% refund will be offered. If an order is cancelled between 60 and 30 days in advance of the agreed dispatch date, a 50% refund will be offered. Unfortunately we are unable to offer any refund if the order is cancelled with less than 30 days’ notice before the agreed date of dispatch. Please note that design fees are non-refundable.
Most of our deliveries are handled by Royal Mail, who advise that their Tracked service delivery can take between two to three working days. Unfortunately we’re not able to take responsibility for any delays on their part. But if there are any problems, we’ll do our best to let you know as soon as we can. Royal Mail categorises a parcel as ‘lost’ if it still hasn’t been delivered after 15 working days. If your parcel has still not arrived after this time, we’ll happily offer you a refund or send your parcel out again, completely up to you.
Courier Same Day deliveries are guaranteed in greater London for orders placed before 1pm Monday – Friday (excluding bank holidays and the period between Christmas and New Year). Any orders placed after 1pm will be dispatched the following day. Our same day delivery service can deliver any time until 5pm on the same day. Unfortunately we are unable to give specific delivery slots. For any items that have a 24 hour delay in dispatch (e.g cakes and cupcakes) we will dispatch the item the following day. We will do our best to get your order out on a same day delivery but if, for any reason, we cannot fulfill your order we will let you know as soon as possible. Please note that if no one is available to receive your order the items will be returned to us and any re-sends will be subject to further P&P charges. We cannot accept responsibility for non-delivery if the recipient is not available to receive the order.
Our next working day courier service delivers to mainland UK from Monday to Friday. So, if you place an order for courier delivery before 1pm between Monday and Thursday we can deliver it the next day. If we receive your order before 1pm on a Friday it’ll be delivered the following Monday. If you’d like a Saturday delivery please place your order before 1pm on a Friday and choose our ‘Saturday Courier’ option. We use DPD as our Courier Next Working Day courier and you will receive a notification email from DPD the day before the item is due to arrive and then another on the day of delivery specifying your 1 hour delivery slot. Should you wish to amend any of the delivery details, or advise a safe place or to leave with a neighbor you can do so by following the link in the notification emails.
Unfortunately there are a few places our courier isn’t able to deliver to. They are: Isle of Man, Channel Islands, Scilly Isles, Northern Ireland, Guernsey, Jersey, Scottish Highlands and Isle of Wight. So, if you’re sending to any of these places and you select ‘next working day courier’ we’ll send your collection out by Royal Mail Special Delivery, which takes one to three working days, depending on the region.
Our courier company guarantees their deliveries for next working day, but they can’t cover delays that are out of their control. And although we pass any specific delivery instructions on to them, we can’t guarantee that the driver will carry these out.
We send overseas deliveries using Royal Mail’s International service or FedEx International.
Royal Mail International parcels get priority handling and tracking in the UK and are despatched from the UK on the first available flight. Once they arrive at their destination, they’ll need to be signed for.
Please note that parcels sent by Royal Mail can only be tracked while in the UK; they are not tracked to their final destination. And Royal Mail cannot confirm who signed for the item or provide a copy of the signature. In the unlikely event that your parcel is not delivered, Royal Mail advises that we must allow 25 days after posting before it can be considered lost. This is because your parcel may have been held up in customs or, if they could not deliver it, be in the process of being returned. Delivery times are not guaranteed and we’re afraid that we’re not able to accept any claims for delays.
FedEx parcels are tracked throughout the whole of their delivery journey and need a signature.
We’re not able to accept responsibility for return postage costs or items lost or damaged in transit to us or any other circumstances beyond our control, except at our discretion.
We reserve the right not to send a message that may contain offensive and/or inappropriate content.
We reserve the right to withdraw our discounts at any time.
COMMITMENT TO PRIVACY
Your privacy is important to us. To better protect your privacy we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. To make this notice easy to find, we make it available on our homepage and at every point where personally identifiable information may be requested.
The Information We Collect
This notice applies to all information collected or submitted on the Biscuiteers website. On some pages, you can order products, make requests, and register to receive materials. The types of personal information collected at these pages are:
Credit/Debit Card Information
On some pages, you can submit information about other people. For example, if you order a gift online and want it sent directly to the recipient, you will need to submit the recipient’s address. In this circumstance, the types of personal information collected are:
The Way We Use Information
By entering into agreement with us when you place an order, enter a competition or prize draw run by us or on our behalf you have consented to the use of your data. You may ask us at any point not to share your information with third parties for this purpose by contacting us at email@example.com.
We use the information you provide about someone else when placing an order only to ship the product and to confirm delivery. We do not share this information with outside parties except to the extent necessary to complete that order.
We use non-identifying and aggregate information to better design our website and to share with advertisers. For example, we may tell an advertiser that X number of individuals visited a certain area on our website, or that Y number of men and Z number of women filled out our registration form, but we would not disclose anything that could be used to identify those individuals.
Some phone calls are recorded for training purposes.
Our Commitment To Data Security
To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.
We may use “cookies” for administrative purposes such as cataloguing traffic patterns throughout the site and can use a “cookie” to assign a “User ID” for this purpose. Cookies, by themselves, cannot be used to find out the identity of any user. If you have a user ID this will automatically identify your computer – but not you – to our servers when you visit our site. Unless you specifically tell us, we will never know who you are, even if we do assign a cookie to your computer.
Other companies that advertise on our site may also have the ability to assign a different cookie to you in a process that we do not control. However, since cookies aren’t useable for identifying individuals, these advertisers will never know who you are – and we will not reveal that information to them.
How To Contact Us
Should you have other questions or concerns about these privacy policies, please call us at +44 (0) 8704 588 358 or send us an email at firstname.lastname@example.org.
Summary of terms
Used to locate and display Web pages via a software application. The most popular ones are Netscape Navigator and Microsoft Internet Explorer.
Message given to a web browser by a web server. The message is then stored by the browser in a text file called cookie.txt. Each time the browser requests a page from the server, this message is sent back. A cookie’s main objective is to identify users and personalise their visit by customising web pages for them for example by welcoming them by name next time they visit the same site. A site using cookies will usually invite you to provide personal information such as your name, e-mail address and interests.
IP (Internet Protocol)
All networks connected to the internet speak IP, the technical standard which allows data to be transmitted between two devices. TCP/IP (Transmission Control Protocol/Internet Protocol) is responsible for making sure messages get from one host to another and that the messages are understood. IP address If you are connected to the Internet you have one, for example it may look something like this 126.96.36.199 Web Server Delivers (serves up) web pages to your computer.
All parties are to be paid in full in advance. If you wish to cancel your party you will receive a 100% refund if cancelled 21 days in advance, and a 50% refund if cancelled between 21 and 14 days in advance. Unfortunately we are unable to offer any refund if the party is cancelled with less than 14 days notice.