Frequently Asked Questions

Placing your order

All the top tips and questions answered about placing an order with us. Whether that's promo codes, gift messages, checkout questions or anything else.

A gift message can be added when you go to the basket so just before you proceed to checkout and pay for your order.

We will always confirm the contents of your gift message in your order confirmation, so if for any reason this doesn't show, please do get in touch with our Customer Service team, who will be happy to help!

Once added your gift message will be printed upon dispatch on one of our little seasonal cards with hand illustrated Spring, Summer, Autumn, Winter or Christmas design.

We're unfortunately not able to send multiple gift messages in the same order, if you're wanting those to read differently.

In some circumstances however, we may be able to print multiple of the same gift message to send.

If you're wanting to send multiple messages with different products, these would need to be placed separately as different orders.

We accept payment from a large range of payment providers, including:

VISA, MasterCard, American Express, Maestro, PayPal, Apple Pay, Google Pay, Union Pay, JCB, Discover & Diners Club.

Payment can also be made via Klarna.

Discount codes will need to be entered manually in the checkout to apply and are not automatic.

When in the checkout, a separate section is highlighted on discount codes and Pressie Points. Codes can be added and redeemed here by typing them into the field and clicking apply.

Terms and conditions for code use will be available from the site you received the code from, whether our main homepage or one of our Marketing emails.

We're very sorry if you are experiencing some trouble proceeding through the checkout.

In the first instance, please make sure you have entered all of your details, including payment and delivery information correctly.

Then scroll to the bottom of the page to click 'Review Order', this will take you to the next page where you can double check all your details are correct & click 'Pay Now'.

Your order should then process provided everything is in order!

If for any reason you're still experiencing some issues, please don't hesitate to get in touch!

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.

Product questions

Everything you need to know about our delicious works of art! From shelf life to ingredients, dietary requirements and allergens.

As a food producer, we're all too aware of the environmental impact creating and selling our works of art can have. At Biscuiteers, we love being there for those milestone moments, but we know that even our beautifully hand-iced biscuits have an impact on our planet. That is why we are taking steps to reduce our carbon footprint, and commit to a greener future.

You can find our sustainability report here to see what we've already done and the ambitions we still have:

Biscuiteers Sustainability report

Unfortunately we do not currently have a gluten free range available.

For certain occasions, such as Christmas, we do produce a Without Wheat range, however this is not Gluten Free.

As all of our biscuits and baked goods are produced in the same kitchen, the risk of cross contamination means we cannot class our biscuits as Gluten Free, and they would not be suitable for individuals with Coeliac.

We're very sorry for any disappointment that this may cause.

Most of our Biscuits are vegetarian, however, some products containing sprinkles of the colour E120 are not vegetarian.

You can check the individual product ingredients for full details, which you can find directly in the product pages.

All of our biscuits have a long shelf life. most arrived with about 3-4 months best before, but we guarantee that all biscuits have a minimum of one month's shelf life from the moment they arrive with the recipient.

We suggest selecting your delivery date as close to the required date as possible to ensure you have a longer shelf life (but we can usually guarantee they won't last this long!)

If you're not sure, please check the best before date on the tin, you will find this on the uhnderside of the tin or letterbox.

Chocolates:
Our chocolates are guaranteed to have a shelf life of 1 month from the date of dispatch, though this may sometimes be longer.

Macarons:
From Dispatch our Macarons will have a 7 day shelf life, once received these should be refrigerated and consumed within 4 days.

Tarts & PIes:
Our tarts and pies typically arrive with about 7 days of shelf life and should be refrigerated upon receiving.

Please note that none of our patisserie products are suitable for international shipping.

Best Before dates are added to all patisserie products on dispatch.

All ingredients for each product can be found within "Ingredients" on every product page. This includes a list of the ingredients, allergens in bold, how to store and the nutritional value.

All our products are made by hand from a kitchen which handles nuts, peanuts, soya and sesame seeds and so unfortunately none of our products can be classed as nut free.

Unfortunately none of our products are sugar free and so will not be suitable for diabetics.

All of our products are produced ahead of time and not to order. Due to this, unfortunately we cannot change the colours, flavours or designs of any products on the website.

We want you to get a taste of all of the delicious flavours that our chocolates come in, so we do not offer the option to choose the flavours that you receive or to specify a whole tin of one flavour.

If this is something you would really like then our Corporate & Bespoke team may be able to help you! They will guide you through prices and timings for bespoke orders. To contact the Bespoke team you can reach them on 02034096631 or via bespoke@biscuiteers.com.

Pressie Points

Pressie Points are our Loyalty scheme, for every £10 you spend with Biscuiteers, you get £1 back to use on your next order with us! For a detailed explanation on how Pressie Points work, see our Pressie Points page here:

Pressie Points Club

Unfortunately, you cannot use Pressie Points and a promo code on the same order. While we love giving our customers multiple ways to save, Pressie Points and promo codes are each considered a discount, and our system only allows one discount per transaction.

When placing an order, you can choose to either apply your Pressie Points or use a promo code, but not both at the same time.

Tip: You might want to save your Pressie Points for a future order if you’re using a promo code now, or vice versa!

You can redeem up to £10 worth of Pressie Points per order. Even if you’ve earned more, the maximum you can apply to any order is £10.

Your Pressie Points have a 3 month expiry however which restarts every time you earn new points, so these will still be there for you when you need to place your next order!

You can earn up to £10 Pressie Points per order. So if you spend £150 with us, this will still reward you £10 Pressie Points as the maximum on the order.

Your Pressie Points will expire 90 days after they’ve been earned. This however resets every time you earn new points, so if you shop within the 90 day period and don't use your points, their life will extend by a further 90 days!

Your points will be visible in your account area. There you’ll find your current points and a history of your orders and the points you’ve earned as well as when they expire.

About your order

Common questions about your order, from invoicing & VAT to when things don't quite go as planned.

We’re so sorry that your item has not arrived as it should have done.

Please contact our customer service team on +44 (0) 203 954 6650 or yum@biscuiteers.com with your order number, details of the issue and any images available.

As soon as we receive this information, we will get back to you as soon as possible to resolve this for you.

Please note, we typically have a very small window to make any amendments to orders. Amendments are not possible once an order has been dispatched.

Our customer service team will do everything they can to amend your order but if the item has been already packed then we are unfortunately unable to amend your order.

If an order contains an item that has been personalised, no cancellation or refunds are possible once this has been iced.

We strive for 100% Biscuit Happiness so if something isn’t right with your order, our biscuit happiness team will be on hand to put this right!

In the unlikely event that something goes wrong, here’s what we’ll do to make it right.

Damaged items

All of our parcels are carefully packed in our London HQ and we go through great lengths to ensure they arrive in perfect condition.
On the rare occasion that the postie has not been kind to our parcels and there is damage to your order we will replace the item without question. If the occasion has passed and a resend is no longer appropriate, we can credit your Biscuiteers account for future use.

Cancelled items

If you have changed your mind and no longer want your Biscuiteers order just get in touch with our Biscuit Happiness Team who can arrange this for you provided your order has not already been packed or shipped.

If your order has been packed or shipped, we unfortunately cannot offer a cancellation.

Returns

As our items are perishable, we unfortunately cannot offer returns if the order is unwanted.

If the item hasn't been shipped, please contact our Biscuit Happiness Team with the new address and order number, we will do our best to update this for you!

For orders already shipped, once you have received your tracking link, address changes will need to be directly requested to the courier.

Royal Mail - Address, delivery date changes can all be requested through their APP.

DHL - Address and Delivery Date changes can all be requested by contacting DHL through their Customer Service Portal.

For orders that are 'Returned to sender' there will be an additional postage charge to resend this to the correct delivery address.

We are sorry to say we are unable resend or refund orders that have been delivered. We will not edit or amend addresses on the parcel without the permission of the sender.

Our Biscuits are not considered a luxury item (at least not by the tax authorities!) so there is no VAT charged on them.

VAT will however be charged on some other products like our chocolates, or certain alcoholic or non-food add-ons.

This is typically already included in the price shown online.

As many of our treats are gifts, we never include an invoice with our packages.

Instead we put all of the order information into a nice handy confirmation email, which we only send to the email under which the order was placed!

If you are sending a gift directly to the recipient, then we have some lovely options to make sure it arrives beautifully.

Once you have selected the items you would like to buy, you are able to add a gift bag or gift box. Your order will then be packed into this for you, creating a gift ready parcel!

Please find our gift wrap options available here, we have 2 gift bags to choose from. Our standard gift bag (£3.50) which is perfect for any size products from our larger letterbox biscuits to biscuit tins; and our mini gift bag (£2.50) which is perfect for a single jolly gingers or small individual letterbox biscuit.

We also have a range of gift boxes and a wicker hamper. This is perfect for an extra special gift where you would like to take a selection of our items to create a hamper. These are filled with pink shredded paper and then the items are placed in this.

If you're looking for an invoice you can find this in your account section under 'My orders'.

Click into the order for which you want to access the invoice and this will be available under the section titled VAT Invoices.

Delivery Information

For any questions you might have on delivery, we have a few answers for you below. These cover UK Delivery, European Shipping rates, International delivery & Customs as well as expected transit times.

For anything else, our Biscuit Happiness team will be happy to help!

We can deliver 7 days a week across the UK and Internationally. You can select your delivery date and delivery method at checkout and can even order now but defer your delivery over the next 6 months.

Royal Mail Tracked (£3.99 – £4.95)

Next working day* if ordered before 4pm, if after it’s the following working day.

Sent with Royal Mail tracked, will require a signature upon delivery. 95% arrive on estimated delivery date, 5% of orders can arrive the next working day. Fully tracked service.

Deliveries are made Monday – Saturday 8am – 6pm. Excluding bank holidays or public holidays.

You will receive tracking via email and can make any changes or special requests for delivery through the Royal Mail app.

Premium Courier (£5.95)

Next working day guaranteed* if ordered before 4pm, if after it’s the following working day.

Will require a signature upon delivery. This is a fully tracked service.

Deliveries are made Monday – Friday, excluding bank holidays or public holidays.

You will receive emails with the delivery slot and will have the ability to rearrange delivery at a more suitable time.

EU DELIVERY COUNTRIES AND PRICE GUIDE:

Country Price

Austria £15.00
Ireland £16.00
Belgium £15.00
Italy £19.00
Bulgaria £21.00
Latvia £23.00
Croatia £24.00
Lithuania £23.00
Cyprus £24.00
Luxembourg £16.00
Czechia £16.00
Netherlands £13.00
Denmark £21.00
Poland £14.00
Estonia £19.00
Portugal £21.00
Finland £22.00
Romania £19.00
France £14.00
Slovakia £21.00
Germany £13.00
Slovenia £19.00
Greece £24.00
Spain £18.00
Hungary £18.00
Sweden £19.00

DELIVERY DATES

We give estimated delivery dates at checkout for delivery. We aim to deliver orders between 5 and 10 working days. Please note that we cannot guarantee delivery dates for international deliveries and these are just a guidance. Deliveries can be subject to delays from customs clearance of the destination country.

Please note, while our courier always aims to deliver directly to your address, in some cases your parcel may be taken to a local access point for collection. Unfortunately, we have no control over this.

PRODUCT RESTRICTIONS

Please note we are unable to send any products containing alcohol internationally. Macarons, Mixed Hampers, Cakes, Chocolates and our Say Cheese Tin are also unable to be shipped internationally as they have a shorter shelf life.

CUSTOMS

There are NO EXTRA FEES to pay other than the price you see and the shipping. Tax is included in your final price.

EU Customs have the right to hold shipments if required extra information or clearance. Please be assured that you will be contacted either by ourselves or DHL if this happens!

International delivery is available through DHL Premium International.

Cost for Premium Delivery ranges from £20-£40. Please note that we cannot guarantee delivery dates for international deliveries and these are just a guidance. Deliveries can be subject to delays from customs clearance of the destination country.

DELIVERY DATES

We give estimate delivery dates at checkout for delivery. Please note that we cannot guarantee delivery dates for international deliveries and these are just a guidance. Deliveries can be subject to delays from customs clearance of the destination country.

US SHIPPING

For orders shipped to the US, there is an additional tax of 10%. This will be automatically calculated at checkout.

PRODUCT RESTRICTIONS

Please note we are unable to send any products containing alcohol internationally, We also can not send Macarons, Mixed Hampers, Birthday Cakes and our Say Cheese Tin internationally as they have a shorter shelf life.

CUSTOMS

When ordering to a country outside of the UK, your order maybe subject to import duties and taxes which are levied when the specific destination.

You will be responsible for payment of such import, taxes, Import VAT or custom clearance fees. Please note that Biscuiteers have no control over these charges and cannot predict their amount. To understand these charges, you can find more information via the Taxation and customer Union or by contacting your local customs office for further information before placing your order.

We understand when sending a gift, you want to avoid the recipient of the gift being charged for the import duties and taxes, so we have an agreed service with DHL where they will attempt to contact you before your gift arrives for payment. This may be via an email, call or text it is important you look out for these, as your gift will be held by customs until paid and if not paid within an agreed time frame will be destroyed. If gifts are not received due to failed payment of duties and taxes unfortunately Biscuiteers will not refund your order.

Absolutely, you can!

Once you have added the product into your basket, we have a delivery calendar where you can choose the date that you would like the parcel to arrive on.

We suggest selecting your delivery date as close to the required date as possible to ensure you have a longer shelf life (but we can usually guarantee they won't last this long!).

You can track your parcel by following the tracking link that is included in your shipping confirmation email, or by copying and pasting the tracking number on Royal Mail or DHL's Website.

If you entered a mobile number at checkout, you should also receive text notifications once this is out for delivery.

Please notewith our Royal Mail next day delivery service it is not guaranteed that the delivery will arrive on the day you have selected at checkout. We do try to make this clear on our website by stating: '*Please note this is not a guaranteed delivery date. 95% of deliveries will be made on your chosen date (Mon-Sat excluding Bank Holidays), the remaining 5% will be delivered the following day.'

For all items sent with Royal Mail, delivery is up to the Postmasters discretion. If Items cannot be posted through the Letterbox due to risk of damage or size, then this may be left in a safe place. Unfortunately this is not something we have control over. You can designate your own safe space using the Royal Mail App.

We typically dispatch all of our domestic orders the day before they are due to be delivered as we use next day services for UK shipping.

This ensures that our biscuits spend as little time with the courier so they arrive to you in the best condition and as quickly as possible.

Occasionally however, some orders may leave us a little earlier, this may be around busy periods, where your order may be sent on a tracked 48 label to ensure delivery, OR if your order is due for delivery on a Monday, then this will dispatch on a Saturday.

*Please note that once your order has been packed we will not be able to amend/cancel your order.

We are currently not able to send items in a single order to multiple addresses and are very sorry for any inconvenience this may cause.

If you are wanting to send multiple items to different addresses, you can either place the orders individually through the Website, or for shipping items to 5 or more addresses, our Biscuit Happiness team will be able to help with this.

Please note this will have no impact on how much you pay. If you have a discount code, please do let our team know what code you have, and they may be able to help.

You can either enter the address using our automated search function or if this does not work you can enter the address manually into the fields yourself.

*Please ensure if entering the address manually that you do not select an option from the dropdown that may show.*

For deliveries outside of the UK, please make sure to select the correct country from the dropdown list to make sure this gets sent to the right address.

Please note Chocolates, Macaroons, Tarts & Pies, as well as Hampers and Alcohol can only be shipped to addresses within the UK and cannot be dispatched internationally.

Our baking and dispatch teams have spent a huge amount of time and effort perfecting our packaging & delivery services to ensure that breakages do not happen.

Our biscuits are safely packaged in either a tin or beautifully illustrated card box, where they are held in place with our Royal Icing. They are then topped by some padding to ensure there are no damages.

Of course whilst we take significant steps to avoid damage, we cannot eliminate this completely. We're proud to say that less than 1% of everything we ship is reported damaged, but of course understand that this is disappointing when it happens.

If your order is delivered damaged, please send an image of this to our Biscuit Happiness team and if appropriate we will replace it straight away!

Our letterbox gifts, Jolly Gingers and Little Boxes of Chocolates are designed to fit through the standard letter box size of 254mmx38mm (10x1. 5inches).

This is however up to the postman's discretion, if they believe there may be some damage done to the product or there is no safe way to deliver this, they will need someone to be present to receive the parcel, or may leave this in a safe place.

Please note that our parcels will also be delivered with the regular post if this contains other items such as letters/packages, there may also be a possibility our boxes are not posted through the letter box.

Multiple or larger items such as biscuit tins, medium & large chocolate boxes are all too big to be put through the letterbox and therefore will require the recipient to be in to accept the parcel.

Icing Cafe & Events

Come and say hello at our gorgeous Icing Café in Notting Hill and come and experience our Biscuit Magic in person. Whether you're looking to purchase our hand-iced biscuits in person, or give it a go yourself, we have all your questions for our Biscuit Boutique answered below!

Our Notting Hill cafe is just a short walk from both Ladbroke Grove & Notting Hill Gate Underground station, please see here.

Right in the heart of Notting Hill our store is just around the corner from Kensington Palace & Palace Gardens!

Notting Hill Cafe:

194 Kensington Park Road
London, W11 2ES

Tel: 0207 727 8096

Yes, that's no problem at all!

We're able to host a range of events in our store, from Corporate Parties, to Hen do's and Children's Birthdays, we're setup for whatever you need us for!

Just reach out to our team on Events@biscuiteers.com and our team will be able to help!

Please arrive prompt, to be ready to start at the time advertised for the lesson. It may be nice to arrive a little early anyway to have a browse through our shop and be inspired by our collections.

Refunds are available up to 30 days before the event, if you do need to cancel your booking please contact our Store and they will be able to help!

Notting Hill:
Tel: 0207 727 8096 - E: nottinghill@biscuiteers.com

We strongly recommend that you book in advance to guarantee a table.

You can do so online here: https://www.biscuiteers.com/boutique-icing-cafe/biscuiteers-icing-cafe

Alternatively, you can contact our Boutique, and they can book you in with a space.

Notting Hill:

Tel: 0207 727 8096 - E: nottinghill@biscuiteers.com

We run special lessons for children at our boutiques. Lessons last an hour and we provide all the biscuits, icing and edible decorations to teach them how to ice like a Biscuiteer! At the end of the lesson they’ll receive a certificate of excellence as well as a Biscuiteers Apron and all their iced creations to show their friends and family.

There is a minimum booking requirement of four children and maximum of ten children per booking, and a minimum age of 6.

Bookings are subject to availability. Please note bookings can only be held between 11.00am – 16:00pm.

Little School of Biscuiteers is £55 per child OR you can purchase a Little School of Icing Gift Voucher, which covers 4 Children for £195!

For all our events and classes in store we would advise booking in advance to avoid disappointment as our stores can get very busy, particularly during school holidays.

To book in advance please contact the relevant boutique you would like to visit, and they can advise you and take payment for your booking over the phone.

Not everything you see online may be available in store.

The best thing to do is contact the Icing Café before visiting to check that they have the stock in store.

My Account

Here you'll find key information for managing your account and information. Whether that's changing some details or looking for your credit & Pressie Point balances.

You can access your Pressie Points by logging into your account and clicking on your initial in the top right hand of the web page.

This will open a drop down of options with a section titled Pressie Points.

Click this and you will be taken to your Pressie Points statement where you can manage your existing codes and convert these into a voucher.

If you would like to download our Biscuiteers app, please follow the link here

This will provide you with a step by step guide of how to download our app onto your phone.

After logging into your account, navigate to your account section, which you can find in the top right hand of the web page with a pink circle and your initial.

Click this and a dropdown menu will open where a section is titled 'My Orders' you will here be able to see all of your recent orders.

Please note some orders may not show, this is typically if you have placed a large number of orders with us, then only your most recent orders will be displayed.

Should you need any information from an order not showing on your account, our Biscuit Happiness team will be able to help!

If you've signed up to our mailing list and haven't received your welcome email, be sure to check your junk folder. Sometimes our emails can go straight in there!

If you still have no luck, drop us an email at yum@biscuiteers.com and we can help.

If you've received an email from us and want to unsubscribe from marketing communications, please do note, all of our emails do contain an unsubscribe link.

Simply scroll to the bottom of the email, click the link and enter the email under which your account is registered/you received the email to.

This will automatically remove your from our Mailing list.

Please note that some emails are scheduled up to 2 weeks in advance, so you may still receive 1-2 after unsubscribing.

Additionally you will still receive transactional emails relevant to the upkeep of your account, these may include emails about your Pressie points. occasion reminders or last order dates ahead of an occasion.

We no longer use password based sign-in, so there is no need to change your password!

To log into your account, simply enter your email in the login page and you will be sent a code to your email address to access your account.

This is a much safer login method for your account security that ensures that only someone with access to your email address should be able to access your Biscuiteers Account.

If you have any questions about this, we'll be happy to help!

We will be very sad to see you go, however if you would like to delete your Biscuiteers account please drop us an email at yum@biscuiteers.com and our Biscuit Happiness team will be able to help.

To read our full privacy policy please go to our privacy policy page, which can be found here:

https://www.biscuiteers.com/privacy-policy

Your basket is empty

Country/Region

Country/Region

Your basket is empty

Frequently asked questions