For information on shipping and delivery dates or any other questions over the holidays period please view our Christmas FAQs here
How do I contact Butterfly Twists?
UK calls: 0203 176 5405
International calls: +44(0) 203 176 5405
Lines are open Monday to Friday: 9am – 5pm GMT
Or alternatively email us at email@example.com
How much does shipping cost?
- UK (2 - 3 working days) - £4.00 Free on orders over £50
- All internation orders: 5 - 7 working days - £6.00 Free over £50 (approx. 70 EUR/76 USD/490 CNY/9,200 JPY)
Does ButterflyTwists.com ship internationally?
Yes, we ship to most locations around the world.
How long does delivery take?
UK Standard Delivery: 2 - 3 working days
Europe: 5 - 7 working days
Rest of the world: 7 - 10 working days
What size should I order?
What is the measurement of the calf opening on your wellies?
Our tall wellies sit about 350mm up your calf and measure at the opening Sizes 36 & 37 = 378mm, Sizes 38 & 39 = 390mm, Sizes 40 & 41 = 402mm
I received wellies with ‘white marks’ or ‘scuffs’ on them, is this a fault?
Occasionally, you may notice a white powdery substance on your wellies. This is because rubber is a natural product and in certain conditions, insoluble particles may rise to the surface. This is a common characteristic especially on high quality, natural rubber and nothing to worry about. It will not affect the performance or durability of your boots. It can be cleaned using warm soapy water, or with a teaspoon of olive oil rubbed in with a cloth on each boot.
What is your returns policy?
We accept unworn products purchased exclusively from ButterflyTwists.com within 28 days from the date of purchase.
How do I return an Item?
Step 1: Complete the Butterfly Twistsreturns form
You can easily download the returns form by clicking on the following link – Returns Form.
Step 2: Package items
You can use your original Butterfly Twists shipment box or any unmarked cardboard box — just make sure there are no existing shipping labels or stickers on the box!
Step 3: Ship back to Butterfly Twists with your order number
Mail your returns package back to:
Butterfly Twists Returns
Wiltshire SN25 5AZ
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 strongly advise that you secure a tracking number for your return, as Butterfly Twists will not be liable for any return packages lost in transit.
Can I return or 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 firstname.lastname@example.org
Can I return or 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, 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: email@example.com
The Butterfly Twists Team