free UK delivery on orders over £50!

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Help

FAQs:

 

How do I contact Butterfly Twists?


Call Us: +44(0) 203 176 5405  (Mon-Fri: 9am-5pm BST)

Email
Message Us: hello@butterflytwists.com


How much does shipping cost?

Shipping costs vary with every order. All shipping options and costs will be calculated for you in the “Payment Details” section during checkout. Shipping costs will be calculated based on weight of package and shipping location. 


Does Butterflytwists.com ship internationally?

Yes we ship to most locations around the world.

 

How long does delivery take?

UK Standard:   3 - 5 working days
UK Next day:   1 working day
Europe:            5 - 7 working days
Rest of world:   7 - 10 working days

What are the lengths and widths of your shoes?

Shoe size chart length and width measurements

What is your returns policy?

We accept unworn products purchased exclusively from Butterflytwists.com within 60 days from the date of purchase.

 

How do I return an Item?

Step 1: Email hello@butterflytwists.com
Let us know that you want to make a return and we will give you a unique reference number

Step 2: Package Items
You can use your original Butterfly Twists shipment box, or any unmarked cardboard box — just make sure there's no existing shipping labels or stickers on the box!

Step 3: Ship back to Butterfly Twists with your unique reference number

Mail your package back to:

Butterfly Twists Returns

007 Canalot Studios
222 Kensal Road
London
W10 5BN

 

Does Butterfly Twists offer free shipping on returns?

Butterfly Twists does not offer free shipping on returns.


Which method of shipping should I use to send my shoes back?

You can take your package to any mail carrier of your choice. We highly advise securing a tracking number for your return, as Butterfly Twists will not be liable for any return packages lost in transit.


Can I return/exchange shoes I bought online to an official retailer?

Unfortunately no. Shoes purchased online through Butterflytwists.com must be returned/exchanged directly with us. Please follow the return/exchange instructions above. If you have any questions email us at hello@butterflytwists.com


Can I return/exchange shoes purchased from a retailer on Butterflytwists.com?

We only accept returns, exchanges, and product-related issues for shoes purchased on Butterflytwists.com. Please contact the retailer you purchased your shoes from for proper return instructions.


What forms of payment does Butterflytwists.com accept?

Butterflytwists.com accepts Visa, Visa Debit, MasterCard, Maestro, Solo, Electron and Paypal. We do NOT accept cheques. Please note that we only accept one form of payment per order.

 

When will you be restocking shoes that you are out of?

Most of our styles are seasonal or limited editions; this means once they sell out they will not be restocked. However, some of our classic styles are frequently restocked.

 

How do I know if my order was placed successfully?

After your order is submitted you will be directed to an order confirmation page with your order number. If you’ve reached this page, you can be assured your order did go through and will be processed. You should also receive an email confirmation shortly after your order is submitted.

In addition, you can log into your Butterfly Twists account and view the order under Outstanding Orders. If the order is not listed it did not go through and you will need to place it again.

 

Can I cancel an order once it has been placed?

In an effort to get our shipments to our customers as quickly as possible, your order cannot be cancelled or modified once it is placed. Please refer to our returns & exchanges instructions on how to return your order once you receive it. If you have entered an incorrect shipping address, please contact us immediately.


If there are any issues or anything is unclear please email us: hello@butterflytwists.com

Thank you,

The Butterfly Twists Team