Please note the following exceptions to our return and refund policy:

• Discounted/Sale items must be returned to us within 7 days of delivery
• Items must be returned unused, in their original condition with all Biscuit labels intact and still attached. Without such, these returns will not be accepted and your items will be sent back to you. Where provided, belts and any packaging such as authenticity cards, dust bags, and leather tags should be included with your return.
• Returned items must have no visible signs of wear or use.

Issues

If there is an issue with your order upon receipt - such as having received the wrong item or if the item is not as described, please do the following:

• Contact us immediately - shop@biscuit.clothing or call 0131 285 4166 (Mon-Fri) to report the issue
• We are unable to refund any postage costs incurred sending these goods back to us if the above has not been reported to us and we have not agreed on a forward course of action

Returns

To initiate a return, please complete the following steps:

• Fill in the necessary return reason at the bottom of the packing slip received within your order and include this with your return goods
• Take your order to your nearest post office, or arrange to be sent with your preferred courier - we advise against using Evri Courier to return parcels to us as they deliver outside of office hours and will not deliver without a signature. Alternatively, you can return to store if convenient.
• Send all items back to us: 

Biscuit Clothing Fordel Mains Dalkeith Midlothian EH22 2PQ

 

 Additional Information:

• We do not provide free returns - the cost of return postage is covered by the customer
• Customers are responsible for the return of goods using a secure, trackable postal or courier service. We recommend you insure your return shipment.  You're under a duty to take reasonable care of the goods and are liable for damage to them until we receive them.
• We recommend you retain proof of sending, in case of any dispute or failure of the goods to arrive with us. We will not accept any liability for any goods that are returned in inadequate protective packaging, by an uninsured or unrecorded transit service, or that go missing without proof of postage.
• Once received, we will process the return on our system. Please note that this can take up to 10 working days (Monday to Friday) due to the volume of parcels going in and out - if you have not received your refund email after the 10 working days (Monday to Friday), please contact us via email or telephone and we can look into this for you.

Exchanges 

To initiate an exchange, please complete the following steps:

• In order to secure the desired size we ask that you email us at shop@biscuit.clothing or call us on 0131 285 4166 (Mon-Fri) so we can secure the item for you.
• Fill in the returns reason on your packaging slip received within your initial order and package up with the unwanted item
• Take your order to your nearest post office, or arrange to be sent with your preferred courier - we advise against using Evri Courier to return parcels to us as they deliver outside of office hours and will not deliver without a signature. Alternatively you can exchange in store if easier.
• There is no change to exchange items for a different size, however all exchanges are based on stock availability and return postage is covered by the customer. We will cover the cost of sending the exchanged item
• Only when we have received the original item in good order, will we send out the replacement garment to you.
• Our exchange address is:

Biscuit Clothing Fordel Mains Dalkeith Midlothian EH22 2PQ

 

Additional Information:

• Customers are responsible for the return of goods using a secure, trackable postal or courier service. We recommend you insure your return shipment.  You're under a duty to take reasonable care of the goods and are liable for damage to them until we receive them.
• We recommend you retain proof of sending, in case of any dispute or failure of the goods to arrive with us. We will not accept any liability for any goods that are returned in inadequate protective packaging, by an uninsured or unrecorded transit service, or that go missing without proof of postage.

Faulty Goods 

We check all goods for faults prior to sending them out to you, so we would hope that no goods arrive to you with damage, however we understand that no one is perfect. To report a faulty good, please report it to us immediately via shop@biscuit.clothing or 0131 2854166 (Monday - Friday).

When are goods considered faulty?

• If they are received in a damaged state or where a manufacturing fault occurs within six months of purchase.
• Items that are damaged as a result of normal wear and tear are not considered as faulty - such as pilling, rubbing, loose buttons etc.

Where possible, we will offer to repair faulty items, however if this is not feasible for us and the same product is not available for exchange, you are entitled to a refund (provided it is within 6 months of purchase). Please note that we are unable to refund any postage costs incurred sending these goods back to us if the above has not been reported to us and we have not agreed on a forward course of action.

Under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel or return your order with us, provided you notify us in writing of your intention to return the item within seven working days of receipt.

Email shop@biscuit.clothing or write to us at Biscuit, Fordel Mains, Dalkeith, EH22 2PQ. Please note you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation within seven working days of receiving the order, as described above.

In Store 

You have 14 days to return or exchange your full-price item(s) for store credit. Please bring your item in to your chosen store along with proof of purchase. All discounted/sale items bought in our stores are non-refundable and non exchangeable.