FAQ

Need Help?

If you have any questions or need assistance, please feel free to contact us at hello@biscuitstudio.co.za or support@biscuitstudio.co.za. You can also reach us by phone at 063 689 6773. Our team is available Monday to Friday, from 8:30 AM to 4:00 PM. Please note that we are closed on weekends and public holidays. We look forward to hearing from you!

Shopping Information

1. Where are you based and where do you hold your classes?

We are based in Hilton, KZN. We hold icing classes in Hillcrest & JHB, further information about the classes is on the class page.

2. Do you deliver throughout South Africa and what are the courier fees?

Courier Pricing

Main centres:
Standard courier: R100 for door to door and free delivery for orders R750 or more.

Your courier fee is subject to change should your address be in an outlying area.

3. Can we collect our parcels/shopping from you?

We currently do not have a walk in shop, all deliveries will be via courier.

4. How long will it take for my parcel to arrive via courier?

Main centres:
Standard courier is 2-5 working days: Western & Eastern Cape 2-5 days, Gauteng 1-3 days and KZN1-3 days. Please allow 2-5 working days production time. 

Jump the queue option
If you have an urgent order, you can jump the production queue.  We will attend to your order as a priority and despatch it ASAP. Courier times will remain the same.

Click here to buy this option.

Courier transit times can vary should there be protests, major accidents and/or vehicle breakdowns.

We cannot guarantee overnight delivery. Once your order leaves our studio, it is in the hands of the courier company. We are not responsible for delays that are out of our control. 

5. Has my payment gone through if I get a failed notification?

No. Your money has not been taken off your card.

6. I’m having troubling paying online

The banks have to make online shopping as secure as possible, so there are certain steps in place when paying online to make sure your banking information is secure.  Here are a few tips when paying online through our paying system.

  • Make sure you use the same email address that you have registered with the bank.
  • Have you entered your delivery address?
  • Your bank card must be shopping online friendly and 3D secure, you can change this option on your online banking app.
  • Double-check all the information in the PayGate bank card section is correct, account number, expiry date, name on card etc

If you have further trouble email info@thebiscuitstudio.co.za for further assistance.

7. Is it safe to pay online?

We have made sure that we have all the latest up to date security on our website, so yes it is safe and your information is private and secure.

Classes

1. How do I book for an icing biscuit class?

You need to book & pay on my Classes website, follow the tab ‘All Classes’ and scroll down to the date and class you would like, click Get Tickets, follow the prompts and check out.  You’ll then receive a confirmation of your booking via email.

2. Do I need to bring anything to a biscuit class?

No, everything is provided. Maybe just a pen if you would like to jot down any extra notes.

3. Do you need any experience to do a basic biscuit icing class?

No experience is needed to do a basic biscuit icing class.

4. Where are you based and where do you hold your classes?

We hold icing classes in Hillcrest & JHB, further information about the classes is on the class page, or on our Classes website.

5. Do I need to book a class online?

Yes, you do. We have had an online booking system put in place so that there is less chance of error with your booking.

6. Can I reserve a ticket for a class and pay later?

Unfortunately our classes fill up quickly and it has to be a first come first serve basis, so we do not reserve places/tickets without payment.

7. Can I buy some tools and equipment at the class?

Yes you can buy cookie cutters and stencils at the class BUT should you require a certain item, please let us know as we do not take our whole range to the classes.  You can also pay either by card or cash.

Stencils

1. Do you need an airbrush system?

My range of stencils are mostly designed so that you do not need an airbrush machine.  Please click HERE for tutorial on how to stencil with royal icing.

2. Are the stencils reusable?

Yes they are, but also keep in mind that if a stencil is used repeatedly and often, it will eventually wear out, so be gentle and wash them with care, for a longer lifespan.

Biscuits

1. Do you do custom biscuit orders?

We unfortunately do not do custom biscuit/cookie orders anymore.