Delivery and Terms and Conditions

Our Aim

Our aim is for you, our customers, to be happy. If you have ordered biscuits either for yourself, or as a gift, and you are not entirely happy then please contact us with your comments. You can e mail us or call us on 01242 582481 and we will do our best to respond to your queries within 24 hours to see if we can put things right.

The Ordering Process

Unless we have agreed credit with you, we ask for payment in full on placement of your order. In some cases we may ask for a deposit on placing your order to ensure availability (e.g weddings) with full payment nearer the required date. We can accept payment by card. We can also accept payment by cheque (payable to The Handmade Biscuit Company) or BACS.

We aim to despatch all orders the next working day at the latest after receipt unless a specific delivery date has been requested or given. We can offer you a Saturday delivery if required, but additional charges will apply for this. 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.

A next working day courier service is available for deliveries Monday to Friday but not on Saturday or Sunday. We will only have items ready for despatch the working day after receipt so orders placed on Monday will be delivered on Weds and so on. Courier deliveries are guaranteed for next working day after despatch except in circumstances outside of the courier company’s control. Exact delivery terms will be set out to you if this option is required.

We will quote separately for international deliveries, including the Republic of Ireland. We may deliver local, wholesale or urgent orders using our own driver. In that case, a delivery charge will be advised to you and a signature may be required on delivery. 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. Deliveries in our local area will be free of charge and if applicable an option will be given to you at checkout. We reserve the right not to send a message that may contain offensive and/or inappropriate content on our personalised products and gift tags.

Our Yummy Biscuits Our biscuits may contain nut traces as they are prepared in kitchens that use nuts, including peanuts. Full ingredients will be listed on each packet or the outer packaging if it is not appropriate to label the individual product. If you have special dietary requirements or allergies, please contact us prior to ordering. As all our biscuits are handmade, there may be variations between similar products. We like to call this personality. Each product has an approximate weight and best before date endorsed on the ingredients label.Our biscuits are wrapped mostly in polypropylene bags, sent in gift boxes or tins and tied with ribbon. All these are recyclable or reuseable products. See our Green Policy for further details.