Buyer FAQ

Buyers: Is it secure to buy on your website?

Yes. We take the outmost care with the information that you provide us when placing an order on our website.  The server that hosts our multivendor store encrypts the transmission of all credit card and personal customer information using the Internet-standard SSL (Secure Sockets Layer) protocol.  During the encryption process, information is scrambled into small bits of code that cannot be read as they travel to us over the Internet. Once we receive the encrypted information, we use a private, one-of-a-kind key to decode it.  All of the information you provide during the ordering process is restricted to our staff, and we make sure that all of our employees up-to-date on our security and privacy policies.

Buyers: How do I buy on Biscuit?

To buy something, select 'Add to Cart' on the item page and it will be added to your shopping cart which is displayed at the top of each page.

Items will stay in your basket until you remove them, or until you either checkout or end your Biscuit session by logging out. Your browser may also end your session by timing out, so if you want to find the item another day, add it to your favorites by clicking 'love this' on the item page or the little heart icon on the image in gallery view! In order to save a “love this” item, you need to be registered.

Buyers: Do I need to register to buy on Biscuit?

To make a purchase on Biscuit you don't need to register with us but, if you do, you will be able to save your favorite shops and items, view your order history, contact sellers via the Biscuit messaging service and be able to leave feedback for your order.

Buyers: Can I buy more than one item at once and from different artists?

Yes, you can add as many items as you wish to your basket and from several different artists. Once items are in your basket you can update quantities or remove them (by reducing the quantity to zero) if no longer required or by clicking “x” next to an item in your shopping cart.

    Buyer: Can I use my Credit Card?

    Yes, you can make a payment with your credit card. We support payments from all major credit and debit cards. Our online payment system is very simple to use - you don't need to create an account, just enter your email address and card details and confirm your order. The transaction will appear on your card statement as the seller's name or shop name.

    Your payment and details are secure and are processed by Stripe. Stripe has been audited by an independent PCI Qualified Security Assessor (QSA) and is certified as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry.

    Read more here https://stripe.com/docs/security/stripe

    Buyer: What should I do if my payment fails?

    If you are having problems paying, you can still place an order. There’s a link at the bottom of the basket taking you to a form where you can detail your problem. That automatically sends an email to the seller (as well as to you, confirming your order) letting them know a customer has bought an item but needs help paying.

    The seller(s) will be in touch to arrange payment with you as soon as they can. The seller will post your order out once they have received cleared payment. Please be aware that the seller(s) may not accept alternative payment methods and your order may be cancelled.

    Buyers: SHIPPING How much is the shipping?

    The postage charges are shown at your checkout page. They will be different depending on where the items are being shipped to and how many items are being sent. The postage costs for any order will display in your basket before you confirm your payment so you can see how much they cost in total. Postage costs are set by the individual seller. If you have any questions about shipping costs, please contact the seller directly.

    Buyer: How many days it takes to receive the product?

    Shipping times are set by the individual seller and are specified at the bottom of each listing. This is the period within which the seller will post your item. Actual delivery times may vary depending on the method of posting, carrier, etc. For further information about shipping, please contact your seller directly.

     Buyer: How do I contact the seller?

    Contacting the seller: If you are a registered user, you can use the 'contact the seller' link on the item or profile page. Registered and guest buyers can find the seller's direct email address in the 'thank you for your order' email. Remember that this email is sent from Biscuit but do not reply to this email address - you will need to use the seller's email address, which you will find in the body of the email.

    When your item has been posted your seller should update the shipping status of the order, and you will receive an automated email telling you it’s on its way. If you are a registered Biscuit user, you can also check the shipping status in your dashboard area (Select 'Your Account' from the drop-down menu underneath your username at the top of the screen and then click on “Your purchases”).

    Buyer: My order has not arrived yet? What do I do?

    If you haven’t received your item after a few days please, contact the seller (please allow longer for international orders). If you do not hear from the seller within 7 days, please contact Biscuit admin via the Helpdesk and we can try to contact the seller for you.

    ORDERS CANCELLATION, RETURNS and REFUND

    When you buy on Biscuit, the sales contract is between each individual "seller" and "you", the buyer. Biscuit provides a service to facilitate that contract but is not responsible for it or its fulfillment. Please, read the seller’s return policy. 

    Please note: Unless faulty, the following types of items are non-refundable: items that are personalised, bespoke or made-to-order to your specific requirements; items which deteriorate quickly (e.g. food), personal items sold with a hygiene seal (cosmetics, underwear) in instances where the seal is broken.

    Cancellation

    You have the right to cancel your order and return the item to the seller for a full refund, even if the item is not faulty in any way. To do this you must contact the individual seller within 14 days of receiving your item(s) and you must do this in writing. The seller can organise your refund or simply cancel the order if it has not been paid for.

    The seller will contact you to organise the return of the goods. Unless the goods are faulty, you are usually responsible for the return postage costs. The seller should provide a refund which includes the cost of outward postage within 14 days of receiving the returned goods, or within 14 days of you providing evidence that you have posted the goods back, whichever is soonest. The seller is entitled to deduct money from the refund if the item shows evidence of use which diminishes its value.

    Returns

    You have a right to return goods if they develop a fault up to six months after receipt of the goods. Depending on the circumstances, you may be entitled to a repair, replacement or a full or partial refund. Please contact the seller to inform them of the fault so that they can try to sort the problem out for you.

    Lost items.

    If the item has been posted but is lost in transit, the seller should provide a refund or re-deliver the same item. Please contact the individual seller to report a lost item.

    In the rare event of a shop not delivering the goods you should claim for a refund via Paypal. For more information see the Paypal help page on Claims and disputes. Please note that disputes can only be opened within 180 days of the date of payment. Please make sure you report the seller to Biscuit too, so we can take action.