Biscuit Clothing レビュー 

Biscuit Clothing からの回答

2024年7月5日

Hi Michelle,

Thank you for taking the time to document your feedback. Given we clearly indicate our refund policy both online as well as in all email correspondence sent to you, we are naturally disappointed to only receive 2 stars. Having looked up your transaction, we received your item back on the 14th June - upon receipt an email was sent to you confirming that the item had been received and re-iterating our refund processing time (5-10 working days). Working days is Mon-Friday. Your refund was processed on the 8th working day and an email was sent to you confirming we had processed this. We cannot advise on your individual banks processing time, unfortunately.

Your refund was processed in line with the policy as outlined and as such, would advise to bear this in mind for future. As a small company we work through our refunds as quickly as possible, clearly advising customers on the processing speed. I can only apologise if you missed this in the correspondence sent.

With Regards,
Biscuit

Biscuit Clothing からの回答

2024年7月5日

Thank you for your wonderful review. It is so lovely to see that your wife loves our clothing!

Biscuit Clothing からの回答

2024年6月20日

So glad to hear this Stephanie! We hope to welcome you back soon X

Biscuit Clothing からの回答

2024年6月20日

Thank you for your fantastic review! X

Biscuit Clothing からの回答

2024年6月20日

Thank you so much for your feedback! I believe my colleague was in touch with you earlier this morning regarding your email query. Hopefully you received this ok. X

Biscuit Clothing からの回答

2024年6月20日

It was clearly meant to be! Thank you for your feedback and we hope you get lots of wear out of your new find!

Biscuit Clothing からの回答

2024年6月20日

Thank you for supporting a Small Independent, it means the world to us!

Biscuit Clothing からの回答

2024年6月20日

We must admit, we are a little bit obsessed with Pink City Prints! Glad you found yourself a bargain and a dress that you will love for years to come! X

Biscuit Clothing からの回答

2024年6月20日

Thank you for the support - it really means a lot!

Biscuit Clothing からの回答

2024年6月20日

Thank you so much - looking forward to welcoming you back in soon. X

Biscuit Clothing からの回答

2024年6月20日

Thank you for taking the time to leave us this review - we are pleased to hear you are happy with the items purchased!

Biscuit Clothing からの回答

2024年6月20日

Thank you for this feedback! So lovely to hear you were happy with the process and of course, your order! We look forward to hearing from you again!

Biscuit Clothing からの回答

2024年6月20日

Oh so lovely of you to say so! Thank you for your continued support all the way from Canada and if you ever find yourself in Scotland, be sure to pop in and say Hi!

Biscuit Clothing からの回答

2024年6月20日

Thank you so much for your feedback - this is really valuable to us and we will pass this on to Yaning who deals with all orders! X

Biscuit Clothing からの回答

2024年6月20日

We are thrilled to hear your feedback!

Biscuit Clothing からの回答

2024年6月20日

Thank you so much for your feedback!

Biscuit Clothing からの回答

2024年6月20日 に更新

Hi Jo,

Thank you for leaving us a review, however we are disappointed that you have chosen to give us one star despite us being in contact with you every step of the way on this.

To be clear, online purchases made outside the EU are subject to specific import rules. All parcels purchased on non-eu websites (as we are to you) are also subject to VAT and, regardless of the value of goods, customs control and the payment of customs duties (if applicable).

Whilst some websites charge import fees in addition to the value of the good/s (VAT and CTT Service), we only charge you the value of the item/s at the time of purchase. As such, VAT and customs duties are paid upon entry into Portugal meaning consumers must follow the customs clearance process on the Customs Clearance Portal. This is as stipulated by your customs office, not by us or our courier.

Upon arrival, the customer is notified to start the customs clearance process on the Customs Clearance Portal - paying the necessary VAT and CTT Service amounts (as well as any customs duties for orders worth more than €150) directly on the portal. From there, the customer must validate the existing information on the portal (pre-supplied by us) and, if necessary, complete any missing information or pay the outstanding amounts – all immediately directly on the Customs Clearance Portal .

On completion of this, your order will be transferred by CTT to the Tax and Customs Authority to obtain authorisation of import where it will be placed into distribution and delivered to the destination address.

As explained to you, we as the vendor, do not have any involvement at this stage. All correspondence is with you and CTT through your contact information and access login. Furthermore, we refute that we have never apologised, in fact we apologised on multiple occasions for the inconvenience and also logged in to the CTT portal when asked by you using the login you provided. As stated, at this point we were unable to do anything as the shipment had already been sent back.

We fully understand your frustration, as expressed in our emails to you, and apologise for any inconvenience caused. We are confident that we provided all the necessary documentation allowing it to travel through our network and to Portugal, however as per CTT, the above steps are then required for the parcel to be delivered to your door if buying from a vendor such as us - who charge only for the value of good at the time of purchase.

As per our email 19th June 2024, we will advise you as soon as the goods arrive back to us and provide a full refund.

Best Regards,
Biscuit

Biscuit Clothing からの回答

2024年6月20日

Thank you - this means a lot! X

Biscuit Clothing からの回答

2024年6月12日

Thank you for your feedback on both Marie and Karen - they will be so happy to hear you found what you were looking for and that you had a pleasant experience with them in store. We hope to see you again soon.

Biscuit Clothing からの回答

2024年6月12日

Thank you for your review, we really appreciate it!