T's and C's

Damaged/Incorrect/Missing Items

If you have a problem please contact us within 28 days of receiving your order.
Although we do everything possible to ensure items are sent out in a perfect condition, very occasionally items may get damaged during transit.  If an item in your order is damaged upon delivery, please contact us immediately stating that the item in question is faulty and send us a photograph of the item clearly showing the damage, so that we can resolve this for you. If you believe you have been sent an incorrect item as part of your order (i.e. an item that differs to the one you ordered), please follow the same process and contact us at enquiries@biybrownies.com  as soon as possible with a photograph of the incorrect item. If you do not receive all of the items that you have ordered please let us know so that we can look into this further and rectify it for you. Depending on the circumstances we may ask you to return the item. In instances such as this, we will refund your return postage costs.Return by Mail

Contact us by email: enquiries@biybrownies.com, to make arrangements for returns.

Please Note (Disclaimer):

Items being returned must be securely packaged in their original packaging with all components.

We are not responsible for lost or damaged packages.

Refunds are made to the original method of payment used for your order usually within 10 business days of package receipt, excluding postage costs. If the item is returned due to faulty goods then the postage will be refunded also.

Additional fees will be charged for any product missing the original box, packaging material, contents, accessories, and/or manuals (i.e. any product not in “sellable” condition).

Only available within the United Kingdom

Excludes edible or bespoke items.

Order Amendment or Cancellation

We're sorry to advise that in most circumstances it is not possible to make changes to or cancel your order once it is placed. This includes making changes to delivery addresses. Should you have a query with an order that has not yet been dispatched please contact us.  

Pricing and Availability

All transactions are processed in GBP.  Please note you are responsible for complying with local tax laws.

BIYBrownies reserves the right to change Product prices and information without prior notice.

All Products are subject to availability. If a product is temporarily out of stock, please contact us and we’ll notify you as soon as it’s back online.

Delivery

All non-custom items will be posted within 1-2 working days. Please factor that in when selecting a delivery service. 

 Occasionally, due to unforeseen circumstances such as severe weather or during busy times like Christmas, deliveries may take a little longer.

For UK customers, if you have not received your order within 7 working days of it being dispatched, please get in touch with your order number.

The responsibility (sometimes referred to as the “risk”) for the Goods remains with us until delivery is complete at which point it will pass to you.  Please note, however, that if we do not hear from you within 30 days from dispatch then the responsibility will become yours. 

Privacy

All personal information, such as your name, address, credit card details and any other information you give to us is kept securely. Details are processed in accordance with local law and are not sold to third parties.

Our store is hosted on Shopify Inc.  which provides us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall. This secure merchant is independent and will never disclose your payment details to us.