Shipping policy

SHIPPING POLICY

Processing & Dispatch
We aim to dispatch all orders within 2-3 business days of your order being placed.

During busy periods, launches, sales or holidays, dispatch may take a little longer. If there is an unexpected delay with your order, we’ll do our best to keep you informed.

Please note that dispatch time is separate from delivery time. Your delivery timeframe begins once your order has been dispatched.

UK Shipping
We offer both tracked and untracked shipping options within the UK.

Tracked shipping includes tracking information so you can follow your order’s progress.
Untracked shipping does not include tracking or delivery confirmation. While lost orders are very rare, delivery times can vary and we cannot provide tracking updates for untracked orders.

International Shipping
We offer both tracked and untracked shipping options to selected countries.

Please note that international orders may be subject to customs duties, import taxes or other charges imposed by the destination country. These charges are the responsibility of the customer.

International delivery times vary depending on the destination and can be affected by customs, local postal services and other circumstances outside our control.

If your international order is delayed in customs, please allow additional time for it to be processed.

Expected Delivery Window
Expected delivery windows depend on country of destination - 

UK Orders
UK deliveries are expected to arrive within 2-3 business days after dispatch.

International Orders
International deliveries are expected to arrive within 6-7 business days after dispatch.

International delivery times vary depending on the destination and can be affected by customs, local postal services and other circumstances outside our control.
If your international order is delayed in customs, please allow additional time for it to be processed.

Missing or Delayed Orders
If your parcel is taking longer than expected, the following applies:
- within the UK, Royal Mail won’t class the shipment as lost until 10 business days after dispatch
- internationally, Royal Mail won’t class the shipment as lost until 25 business days after dispatch
Please allow this much time to pass before contacting us.
Lost orders are very rare, but if yours does go missing, email us with your order number and we’ll investigate it for you.

If an order is confirmed as lost, we'll work with you to resolve the issue in accordance with your statutory consumer rights.

For untracked orders:
Please be aware you will not receive tracking or delivery confirmation. By choosing this option, you accept that we are unable to provide tracking updates or confirmation of delivery.

Incorrect Address
Please make sure your delivery address is correct before completing your order.
If you put an incorrect address at checkout, please email us immediately at hello@butterflyduet.com - if we haven't yet dispatched the item, we will be able to amend the address on the order.

If an order is returned to us or cannot be delivered because the delivery address supplied by the customer was incorrect or incomplete, please contact us. Depending on the circumstances, additional postage may be payable to resend the order. Any refund or other remedy will be dealt with in accordance with applicable consumer law.

Unfortunately we are unable to refund orders that have been lost due to the customer providing an incorrect address at checkout.

Delivery Delays
Once your order has been handed to the postal service, delivery times are outside of our direct control. Delays can occasionally occur due to postal services, customs, weather, strikes or other unforeseen circumstances.

We will always do our best to assist with delayed or missing orders.

Contact
If you have any questions about your order or shipping, please contact us at hello@butterflyduet.com.
We’re always happy to help : )