House of Biscuits Vegan Biscuit Box

We aim to provide a great experience every time, but even we can experience the off day occasionally. The best way to guarantee a great experience is to review our shipping guidelines and keep them in mind when placing orders.

If you have an issue that isn't covered below, please reach out to our team and we'll help work through a solution.

Thank You.

Shipping Accuracy
Check your addresses carefully! Our delivery guarantee extends only to correctly addressed orders. We cannot guarantee the condition of the package if the delivery service has to reroute. We guarantee delivery only to the provided address confirmed on the order acknowledgement.

No weekend deliveries available. Orders are shipped 2 or 3 Day service depending on your location. The order placing cut off is Wednesday at 1:00pm ET to receive delivery the same week. Deliveries are made Tuesdays through Fridays only, no exceptions.

No P.O. Unfortunately we are unable to ship to PO Boxes, APO, FPO, DPO or International addresses.

Refunds and Replacements
Due to the perishable nature of our product, we do not accept returns. In the event you are dissatisfied with your purchase, you must contact us within 30 days from receiving your order. We reserve the right to limit refunds and replacements, and we can only offer one replacement per consumer. This is completely at our discretion.

If you have ordered chilled items these will be sent on a 24/48hr service and the driver will be asked to leave the parcel safe. If delivered within this time frame, whether left safe or with a neighbour you the customer are responsible for the product quality and freshness once delivered. The company will not take any responsibility for the quality of the items if you the customer have not unpacked them or retrieved them from the delivered location within a reasonable time frame of them being delivered.  

We reserve the right to refund part of your order and ship what we have in stock, if you have not communicated the cancellation of your order to us before it has been dispatched then we reserve the right not to issue a refund. However, you can return the order to us but this will be subject to our returns policy detailed below. 

Cancellation Policy or Change of Order
Any change to the order including cancellations must be communicated to us before 1pm GMT the same business day. If outside of this timeline, we cannot guarantee the change or cancellation.

If the items have been dispatched the order cannot be cancelled and refunded, if you the customer want to return these items for a refund this must be at your own cost and the items will be subject to a 15% restocking fee.

Handling and Freshness
All products shipped from Bene Vivere are shipped from our shop at the correct temperatures for said goods.

Please unpack the products immediately upon receipt. Failure to report spoilage within 48 hours of receiving the order will be at the loss of the consumer. Other defects must be reported within 15 days from receipt of order.

Consequential Loss
No claims for any consequential loss arising from the use of the faulty products will be accepted.

Returns
If you are not happy with the product you can return this to us at your own cost and this will be subject to a 15% restocking fee, you agree to this when agreeing to the terms and conditions when placing your order. 

If you refuse the delivery due to not wanting to keep the order this will be returned to us for a fee of £15 by our carrier. This will then be deducted from your refund as well as an additional 15% restocking fee.

Substitutions
If something you have ordered is not available, we may choose a substitute. If it costs less, we charge you less. If it costs more, we won’t charge you the extra. We will aim to substitute as close as possible to what you have ordered, we reserve the right to not refund substituted items but these may be returned to us.