Biscuit Boutique’s Shipping Policy
Shipment processing time
All orders are expected to be dispatched within 3 business days . However this may vary due to some busy seasonal periods such as Christmas, Valentine's Day, Easter, Mother’s Day, Eid Mubarak etc.
We ship Mondays to Fridays using a third-party courier partner DHL. If you order is placed after 2pm, we will process that the next working day. Our Business days are Monday to Friday.
98% of DHL parcels arrive the very next day, but some can take an extra day and therefore is not a guaranteed service. 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. DHL 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.
Shipping rates and delivery estimates
Estimated delivery time
DHL Parcel UK
4 Business days
DHL Express EU (temporarily suspended)
5 Business days
DHL Express Europe (temporarily suspended)
5 Business days
DHL Express Overseas (temporarily suspended)
5 Business days
*Please note we are unable to ship to Northern Ireland and Scottish Highlands within the UK,. Isle of Man, Channel Islands, Scilly Isles, Northern Ireland, Guernsey, Jersey, Scottish Highlands and Isle of Wight.
Shipment to P.O. boxes or APO/FPO addresses
We are unable to deliver for the above address options!
Shipment confirmation and order tracking
When your order is dispatched, you will receive an email confirmation from DHL. We suggest that you download their APP to receive push notifications about your delivery, to enable you to manage or make necessary changes.
Customs, duties, and taxes
Biscuit Boutique is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
We dispatch your order according to our courier partner's delivery promise. DHL Parcel UK offers "Next Day" delivery, so we dispatch your order the "working day" before your chosen delivery date. However due to uncertain times it is possible that the courier may have to delay your order. If your delivery is delayed DHL Parcel UK will inform you by email or sms.
Biscuit Boutique is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier or our support team directly to file a claim. Please save all packaging material and damaged goods before filing a claim. Please ensure you photograph the shipping label, DHL bag and the damages are all visible on the photo sent to DHL or to us. Without meeting the above requirements we are unable to process a claim.
Refund and Returns Policy
Refunds 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 chocolate biscuits are perishable made to order goods, so we do not offer refunds in any other circumstances.