Order processing

Orders are normally processed within 1–3 business days after payment confirmation (excluding weekends and public holidays). Processing includes quality checks, custom packaging and labeling — because every piece we ship is hand-finished.

Shipping destinations & delivery estimates

• Dhaka (local delivery): 1–3 business days.
• Rest of Bangladesh (standard courier): 3–7 business days.
• International: 7–21 business days depending on the destination and customs processing times.

Note: Delivery times are estimates. During sale periods, holidays, or for large/custom orders these times may be longer.

Shipping rates

Shipping fees depend on the delivery location, package weight and the chosen courier service. Typical examples:

• Dhaka (inside city): Free delivery on any product (applies to regular orders delivered inside Dhaka city limits).
• Bangladesh (outside Dhaka): Standard courier rates apply — charged at checkout. We offer free delivery for orders of 3 or more items (promotion terms apply).
• International: Calculated at checkout based on courier choice and destination. Import duties, taxes and customs clearance fees (if any) are the responsibility of the recipient.

If you require an express courier or special handling (insured shipment, fragile handling, same‑day delivery inside Dhaka), please contact us before placing the order. Extra charges may apply.

Packaging

We take care to pack artwork and products securely using protective materials to reduce the risk of damage in transit. Larger or fragile items may be double-packed. If you received a damaged item, please follow the Claims & damaged items section below.

Tracking your order

Once your order ships, we will send a shipment confirmation email (or SMS when available) containing a tracking number and a link to the courier’s tracking page. Tracking updates are provided by the courier — if tracking appears stalled, allow 24–48 hours for the carrier to update the status.

Customs, duties & taxes (International orders)

International shipments may be subject to customs duties, import taxes, or other fees imposed by the destination country. These charges are the responsibility of the recipient and are not included in the product or shipping price. Please check your country’s import rules before ordering.

Claims, lost or damaged packages

If your package arrives damaged, or if the package is lost in transit, please follow these steps:

1. Take clear photos of the damaged packaging and the product (if damaged).
2. Save all packaging materials until the claim is resolved.
3. Email info@biskutfactory.org or use the contact form at /contact with your order number, tracking number and the photos within 7 days of delivery.

We will investigate the claim with the courier and, depending on the result, offer a replacement, repair or refund as appropriate. For international orders, resolution may take longer due to customs and cross-border processes.

Returns & exchanges

Our return and exchange policy is available on the Returns & Exchanges page. In brief:

• Custom-made or personalized items may not be eligible for a return unless damaged or faulty.
• Unwanted items in original condition can be returned within 7 days of delivery (see Returns page for details and return shipping responsibilities).

Contact & pickup option

If you prefer to pick up your order in person, you may choose Local Pickup at checkout and collect from our gallery and office:

Biskut Factory — Beauty Boarding
1 Siris Das Lane, Puran Dhaka (Gallery / Office)