Shipping and Returns

Refunds

Please note that due to the perishable nature of the products we provide; we can only offer refunds when the service provided has fallen below our standards, which will be deemed at the discretion of House of Biscuits. To request a refund, please contact us at contact@houseofbiscuits.co.uk

This no refund policy applies to all subscription options we have available. This is due to the fact that paying for several months in advance applies an automatic discount which have been applied to the 3, 6 and 12 month subscription options.

Any refunds processed are at the full discretion of our House of Biscuits support staff who will be happy to discuss any dissatisfaction you may have. Please email them at contact@houseofbiscuits.co.uk. Please note that due to integrity and confidentiality this will be carried out in the private section should you choose to use a social media site.

At the discretion of House of Biscuits, any returned payment for a subscription will be subject to a cancellation fee. This is to cover the costs to House of Biscuits of charging the payment in the first instance.

Damaged items

In the event that any aspect of the contents of your subscription box you received is damaged, missing or faulty, please contact our support team at info@houseofbiscuits.co.uk. We ask that in this email you attach clear pictures of said damage, missing of faulty products so that the issue can be resolved as quickly as possible. Please note that if you are enquiring about your missing box, it can take 3-5 working days within the UK before you receive your box. We can’t class a parcel as lost until 4 weeks have passed.

3 Month Policy

Please note, if you have not contacted us with an issue or fault regarding an order within 3 months after dispatch, you will not be eligible for a refund. Your first contact must have been made within this time frame once dispatch of goods is complete. Failing that, this policy will apply.

Support cancellation policy

House of Biscuits retain the right to cancel a customers subscription at any time if a certain criteria has been met such as: the customer claims a parcel has been lost in transit on a regular occurrence, the customer has displayed uncooperative/threatening behaviour towards a member of our support team or if any form of of suspected fraud or foul play is believed to have taken place by one of our customers. The above is to be determined at the discretion of House of Biscuits.

Delivery Time

We aim for all subscription boxes to be shipped between the 15th and 18thth of each month. Typically these will then arrive within 3-5 working days later, based on guidelines outlined by our courier. We will endeavour to notify any exception to the normal shipping schedule with a revised shipment arrival date.

Risk of loss

All products purchased from House of Biscuits will be shipped by a third-party courier, therefore, title of risk of loss for all products will pass to the you, the customer upon our delivery to the courier. As the customer, you are liable for submitting the correct shipping address. All changes to shipping address must be submitted within 24 hours prior to the first of the month (the date orders are renewed) to be processed. House of Biscuits is not to be held responsible for any lost, stolen, melted, damaged or destroyed items because of the shipping process.

Questions

If you have any questions regarding the delivery and shipment of your order, please contact us at contact@houseofbiscuits.co.uk