boring old T&Cs

SERVICE

We want to give you an excellent service. If you have sent biscuits or received a gift with which you are not entirely satisfied, please contact us with your comments. We will do all we can to put it right for you. We do our very best to respond to all emails within 24 hours.

ORDERS

We take payment at the time of order, not necessarily the time of dispatch. This is to ensure there are no last-minute hitches getting your order delivered on time. No order is accepted by Biscuiteers until the order has been checked & approved. If there is a problem, we will email you within 3 working days. Any special offers we make are designed to be used independently and are not available in conjunction with any other offer.

We aim to dispatch all orders received before 1pm (UK standard time) the same day provided the collection is in stock. Orders received after 1pm are dispatched the next working day. If for any reason we are unable to fulfill your order this quickly we will contact you by email to offer you an alternative collection or a later delivery date, or a refund if you prefer. We do not dispatch on Saturdays or Sundays.

Most of our deliveries are handled by the Royal Mail. We cannot take responsibility for delays in delivery by Royal Mail outside of our control including industrial action and subsequent disruption to the service. We endeavor to keep our customers informed so that they are aware of the situation and know when to expect delays. Royal Mail advise that 1st Class delivery can take 1-5 working days, but usually do arrive next day. We cannot offer refunds for biscuits that have been delayed in the post or resend biscuits except at our discretion. The Royal Mail categorises a parcel as lost if undelivered after 15 working days. If your parcel has not arrived after 15 working days, we will issue a refund or send your biscuits again, whichever you prefer.

Our next working day courier service deliver to the mainland UK, Monday to Friday but not on Saturday or Sunday. Orders placed for courier delivery before 1pm, Monday to Thursday, will be delivered next day. Orders placed before 1pm on Fridays will be delivered on the following Monday. Our courier company do not deliver to the following regions Isle of Man, Channel Islands, Scilly Isles, Northern Ireland, Guernsey, Jersey, Scottish Highlands and the Isle of Wight therefore if you select ‘next working day courier’ your biscuits will be sent via Royal Mail Special delivery which takes 1-3 working days depending on region.

Courier deliveries are guaranteed for next working day except in circumstances outside of courier company’s control.

We send overseas deliveries using Royal Mail's 'International Signed For' service.

Your parcel receives priority handling and tracking in the UK and is despatched from the UK on the first available flight. Upon arrival at the destination, a signature will be required. Please note that parcels can only be tracked until they leave the UK, they are not tracked to final destination. 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 be in the process of being returned if it could not be delivered for any reason. Delivery times are not guaranteed and Biscuiteers cannot accept any claims for delays.

We do not 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.

Delivery instructions supplied by the customer are passed on to our courier company as delivery requests, we can not guarantee they will be met my the individual driver delivering your biscuits. Biscuiteers does not take responsibility for delivery instructions not being met by the courier.

OUR BISCUITS

Our biscuits may contain nut traces as they are prepared in kitchens that make lots of other lovely things. Please click here for full ingredients list.

As all our biscuits are handmade, there may be some small variations in colour and design in each tin. We think this adds to their charm - we hope you agree!

Approximate weight of our biscuits are 800g for a Tin, 500g for a Mini Tin, and 200g for a Biscuit Card.