Frequently Asked Questions


Does Butterfly have their own retail stores?

Butterfly stock an array of stores throughout the UK & Ireland, please click here to FIND A STOCKIST>> near you. Butterfly do not have their own stores.



 Can I contact you over the phone?

Yes, we have dedicated customer services representatives to answer any queries you might have, from ordering online, to styling advice. During busy times, we do suggest that you also send an email to We always try to respond to  email inquiries within 24 hours. However, during seasonal peaks please bare with us, as it may take longer.


What is your postal address?

The Loughton Seedbed Centre
Langston Road,
IG10 3TQ


How do I contact Butterfly by Email?

Email us at any time,, we will get back to you as quickly as we can.


How will my goods be shipped?

Butterfly ship all goods with DPD UK. They offer a fast and excellent service, with you the receiver, in mind. You will receive updates from DP with your delivery day, and also allocated time slot. You can track your delivery, change your delivery time to suit, or even change the delivery to be left with a neighbor. They really do take the stress out of waiting in for your lovely parcel to arrive. 

How long does delivery take and how much does it cost?

UK delivery is £3.50  (for orders under £100), Or Free for orders over £100. If you place your order before 2pm , you can expect your delivery 2 to 3 working days. During busy periods it can take longer. If you need your parcel next day, and you have placed your order before 2pm, we can arrange this for you, simply select Express Shipping at the checkout for £4.99, and your parcel will be with you the next day.

What packaging will my order be shipped in?

All items are packaging in the signature Butterfly jewellery pouch. They are then wrapped in black tissue paper, for protection, and just to be extra safe are then sent inside padded envelopes or boxes.

You can also choose to add our signature gift packaging. Click here for more details.


Is my item insured?

Yes, all items are insured against theft and accidental damage whilst in transit from Butterfly to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.


Do I need to sign for my order?

Yes, a signature is required when your order is delivered. However, DPD offer an array of options to ease this, such as Delivery to a Neighbour, Reschedule your delivery day, or even collect from a 'Pick up Shop'.


Can I change my shipping address after my order has been dispatched?

We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times. But the good news is that with DPD, you can select a time you know will work for you.


Can I track my item?

When your order is dispatched you will be sent an email with your tracking details and a link to DPD to track your parcel. If you have provided a mobile number, you will also receive a text.


What if I am out when my item is delivered?

Not a problem... If you aren’t home/at work when DPD try to deliver your parcel, and no one was able to sign for it, a card will be left giving you the option to re-arrange collection. DPD will re-attempt to deliver your parcel up to three times.


What payment methods do you accept?

Butterfly accepts major credit and debit cards including Visa, MasterCard, Maestro and Delta through our payment service provider Barclays. All credit card details are secured with 128-bit encrypted sessions and all sensitive information is stored on a heavily encrypted database that is protected by multiple government approved firewalls. We also accept payment by PayPal.

Do you take payment over the phone?

Unfortunately, we cannot place an order or take payments over the phone. However, we are more than happy to talk you through the process of ordering Online if you give us a call.


Is it safe to use my credit card online?

Yes. We can tell you about all the techy firewalls used to encrypt your details, and that no payment information is stored online, and that customers' data is completely secure with Sage Pay’s level 1 PCI DSS certification.

Or we could just assure that YES, Shopping at Butterfly is completely safe.

Butterfly complies with all aspects of the Data Protection Act of 1984 and the new act of 1998 and as such are registered with the Data Protection Commissioner. We do not disclose details of our customers to any third party.

Will I have Duty & Tax to pay?

It is important to note that you may have to pay custom duties and taxes on the items you purchase and that these local fees are not included in your Butterfly invoice. Please check the DPD website for more information about international charges if you are unsure.


Do I need to set up an account a Butterfly Account to shop online & place an order?

No, you can use the guest checkout to complete your order. Having an account will speed up the order process for you. It also means that we can keep you informed about exclusive offers, and that you can view your purchase history. You can sign up for an account at anytime, including at the checkout.


I've forgotten my password, what should I do?

If you have forgotten your password, click the "Forgotten password" link found on the login page.


You will then be asked to enter your email address, and a new password will be sent to your email address. You can change your password by using the "Change password" link found on your account dashboard.


Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.


How do I make a purchase?

Shopping at Butterfly couldn’t be easier. Browse the store, find the item/s you like, and add the to your Bag. You can view your Bag at anytime by clicking on the icon in the top right hand side of the screen. When you are happy with your selection, follow the prompts through to the checkout.


Do you have a size guide?

Instead of a generic size guide, you can find all information about each item, in the Product Details Tab. We also show all items on a model to give you a better idea of scale.


Refund policy - What is Butterfly’s refund policy?

We want you to shop with confidence, which is why we offer a full refund, with proof of purchase online, providing goods are in a saleable condition, with all tags on the product, within 14 days. We strongly advice using a ‘signed for’ returns service with the post office, so you can track your order and check it has been delivered back to us. The only exception is for Earrings. For hygiene reasons Earrings can not be Returned/Exchanged.

Where do I send my returns back to?

If you need to return something to us, please post it to 

The Loughton Seedbed Centre
Langston Road,
IG10 3TQ


Does Butterfly  have seasonal sales or special offers?

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