Terms of service

Last updated: 1 October 2026

These Terms of Service apply to purchases made through the Butterfly Duet website at www.butterflyduet.com.

Please read these Terms before placing an order. They explain who we are, how your order is accepted, payment and delivery arrangements, your cancellation rights, and what to do if there is a problem with your order.

Nothing in these Terms affects your statutory rights as a consumer.

1. About us

Butterfly Duet is the trading name of Liisa Chisholm, a sole trader based in England.

Our contact details are:

Butterfly Duet
Coldharbour Studios
26–34 Southwell Road
London
SE5 9PG
United Kingdom

Email: hello@butterflyduet.com

If you contact us about an order, please include your order number where possible.

2. These Terms

These Terms apply when you purchase products from us through our website.

By placing an order, you confirm that the information you provide to us is accurate and complete.

These Terms are intended for consumers purchasing products for personal use. If you are purchasing on behalf of a business or for commercial purposes, please contact us before placing your order.

3. Our products

We take reasonable care to ensure that product descriptions, photographs, colours, measurements and other information on our website are accurate.

Colours shown on a screen may vary slightly from the actual product depending on your device and display settings.

Small variations may occur where products are handmade, printed or otherwise produced individually. Such variations will not affect your statutory rights.

If a product is personalised or made to your specifications, we will use the information you provide when placing your order. Please check your personalisation and other order details carefully before completing your purchase.

4. Prices

All prices displayed on our website are in pounds sterling (£).

We are not registered for VAT, so VAT is not charged on our prices.

The price payable for a product will be the price displayed on our website when you place your order, unless there is an obvious pricing error.

Any applicable delivery charges will be shown before you complete your purchase.

If there is an obvious error in the price of a product you have ordered, we will contact you before processing the order and give you the option to confirm the order at the correct price or cancel it.

5. Placing an order

When you place an order through our website, you are making an offer to purchase the products in your order.

After placing an order, you will normally receive an email confirming that we have received it. This confirmation does not necessarily mean that your order has been accepted.

A contract between you and us is formed when we accept your order and confirm that the products have been dispatched, or otherwise expressly confirm acceptance of your order.

If we are unable to accept your order, we will let you know and refund any payment you have already made for the affected order.

We may be unable to accept an order if, for example:

a product is unavailable;
there is an obvious error in the product description or price;
we are unable to obtain payment authorisation; or
we reasonably believe an order has been placed fraudulently.

If we have accepted your order, we will not cancel it simply because we have changed our mind about selling the product.

6. Payment

Payment is made using the payment methods available at checkout.

You must provide accurate payment and billing information.

Payment information is processed by our payment providers. We do not normally have access to your full payment-card details.

7. Delivery

We will deliver your order to the delivery address you provide at checkout.

The available delivery methods, estimated delivery times and delivery charges will be shown at checkout or on our Shipping Policy page.

Delivery times are estimates unless we have specifically agreed a particular delivery date with you.

If no specific delivery period has been agreed, we will deliver your order without undue delay and within the period required by applicable consumer law.

If you have specifically agreed with us that delivery by a particular date is essential and we fail to deliver by that date, you may have additional rights to cancel the contract as provided by law.

If your order is delayed, please contact us and we will investigate the situation with the delivery provider.

8. Responsibility for goods during delivery

We remain responsible for the goods until they come into your physical possession, or into the possession of a person you have identified to take possession of them on your behalf, except where applicable law provides otherwise.

Choosing an untracked delivery service does not transfer the risk of loss or damage to you.

If your order does not arrive, please contact us so that we can investigate.

9. International orders

We may accept orders for delivery outside the United Kingdom where this option is available at checkout.

International orders may be subject to customs duties, import taxes or other charges imposed by the destination country. Unless we expressly state otherwise, these charges are the responsibility of the recipient.

International delivery times are estimates and may be affected by customs processing or circumstances outside our reasonable control.

Nothing in this section affects any statutory rights that apply to you.

10. Your right to cancel an online order

If you are a UK consumer buying goods online, you generally have a statutory right to cancel your order without giving a reason.

For most goods, you have 14 days from the day after you receive the goods to tell us that you wish to cancel.

After telling us that you wish to cancel, you normally have a further 14 days to return the goods to us.

You can cancel by sending us a clear statement that you wish to cancel your order. You do not have to use a particular form.

You can email us at:

hello@butterflyduet.com

Please include your order number where possible.

11. Exceptions to the right to cancel

The statutory right to cancel does not apply to certain types of goods.

This includes goods that are:

made to your specifications; or
clearly personalised,

where the relevant legal exception applies.

This exception does not automatically apply simply because a product is described as “custom”, “made to order” or “personalised”. The relevant legal requirements must be met.

Other statutory exceptions may apply in particular circumstances.

If you are unsure whether you can cancel an order, please contact us.

12. Returning goods after cancellation

If you cancel your order under your statutory cancellation rights, you must take reasonable care of the goods while they are in your possession.

You must return the goods to us without undue delay and normally within 14 days of telling us that you wish to cancel.

Unless the goods are faulty, damaged, not as described, or another legal exception applies, you are normally responsible for the direct cost of returning goods after cancellation.

You may handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning.

If the value of the goods has been reduced because they have been handled beyond what is reasonably necessary for this purpose, we may make a reasonable deduction from your refund where permitted by law.

We recommend obtaining proof of postage when returning an order.

13. Refunds following cancellation

When you cancel an order under your statutory cancellation rights, we will refund the payments due to you in accordance with applicable law.

This will normally include the cost of the least expensive standard delivery option available when you placed your order.

If you chose a more expensive delivery service, we are not required to refund the additional cost above the least expensive standard delivery option.

We will normally refund you using the same payment method you used for the original transaction, unless you have expressly agreed otherwise.

Where goods have been returned, or you provide evidence that you have sent them back, we will process the refund within the period required by law.

Where permitted by law, we may delay reimbursement until we have received the goods back or you have provided evidence that you have returned them.

14. Faulty, damaged or incorrectly supplied goods

Your statutory rights apply if goods are faulty, damaged, not as described, not of satisfactory quality, or not fit for their intended purpose.

Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction or refund.

If you receive an item that is damaged, faulty or incorrect, please contact us at hello@butterflyduet.com and provide your order number and, where helpful, photographs of the issue.

We will work with you to resolve the problem in accordance with your statutory rights.

Nothing in these Terms limits or excludes any statutory rights or remedies that cannot legally be excluded or restricted.

15. Sale and discounted items

Sale and discounted products have the same statutory rights as products sold at full price.

A product being sold at a reduced price does not remove your legal rights if the product is faulty, not as described, or otherwise fails to meet the requirements of consumer law.

If a particular imperfection has been clearly brought to your attention before purchase and you knowingly purchased the product despite that imperfection, your rights in relation to that particular issue may be affected as permitted by law.

16. Products that become unavailable

If a product you have ordered becomes unavailable before we accept your order, we will contact you and refund any payment you have made for that product.

If a product becomes unavailable after we have accepted your order, we will contact you and discuss the available options, including a refund where appropriate.

17. Our responsibility to you

We do not exclude or limit our responsibility where doing so would be unlawful.

In particular, nothing in these Terms excludes or limits liability for:

death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation;
your statutory rights as a consumer;
faulty goods or goods that are not as described, where the law does not allow that responsibility to be excluded or limited; or
any other liability that cannot legally be excluded or limited.

Subject to the above, we are not responsible for losses that:

were not reasonably foreseeable when the contract was made; or
arise from your failure to follow reasonable instructions relating to the use or care of a product.

These Terms do not affect any rights or remedies available to you under applicable consumer law.

18. Events outside our reasonable control

We will not be responsible for delays caused by circumstances outside our reasonable control, such as severe weather, natural disasters, serious disruption to postal or delivery services, strikes, government restrictions or other events that could not reasonably have been anticipated or prevented.

This does not remove any statutory rights you may have as a consumer, including rights arising where goods are not delivered within the period required by law.

19. Website content and intellectual property

Unless otherwise stated, the content of the Butterfly Duet website, including photographs, illustrations, artwork, logos, text, graphics and other original material, belongs to us or is used with permission.

You may use the website for your personal, non-commercial use.

You must not copy, reproduce, modify, distribute, sell or commercially exploit our original content without our prior written permission, except where permitted by law.

20. Reviews and customer content

If you submit a review, photograph, comment or other content to us, you confirm that you have the right to provide it and that it does not infringe another person's rights or break the law.

We may use customer content for legitimate business purposes, such as displaying a product review on our website or sharing a customer photograph on our social-media channels, where we have an appropriate legal basis or permission to do so.

We will not falsely represent that a review was written by a customer if it was not.

21. Privacy

We process personal information in accordance with our Privacy Policy.

Our Privacy Policy explains how and why we collect, use and protect personal information and your rights in relation to that information.

22. Changes to these Terms

We may update these Terms from time to time, for example to reflect changes in the law or how our business operates.

The Terms that apply to your order will be the Terms in force when you place that order.

Changes made after you have placed an order will not retrospectively alter the contract between you and us.

23. If part of these Terms is not enforceable

If a court or other competent authority decides that any part of these Terms is unlawful, invalid or unenforceable, that part will be treated as removed or modified only to the extent necessary.

The remaining provisions will continue to apply.

24. No waiver

If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.

25. Your statutory rights

Nothing in these Terms is intended to restrict, exclude or replace rights you have under UK consumer law.

Where these Terms provide you with a contractual right that is more favourable than your statutory rights, the contractual right will apply in addition to your statutory rights.

26. Governing law and jurisdiction

These Terms are governed by the law of England and Wales.

If you are a consumer living in Scotland or Northern Ireland, you may also have the right to rely on the mandatory consumer protections and bring proceedings in the courts of the part of the UK in which you live, where applicable.

Nothing in this section limits any mandatory rights or protections available to you under the law applicable to your circumstances.