Refund policy
How do I place a return or exchange?
Hello! We're sorry that your Buttercup item didn't work out for you. Returns are super easy, just head to account.ciaobuttercup.co.uk and follow the instructions :) Our rules are outlined below:
What is the exchange policy?
UK
We offer a 14-day free exchange policy for size exchanges. Please email ciao@ciaobuttercup.com within 14 days of receiving your order to request an exchange.
For size exchanges, we will provide a prepaid return shipping label and ship your replacement item free of charge. We’re happy to assist with multiple exchanges where reasonable to help you find the right fit.
Please note that free exchanges apply to size changes only. If you would like to exchange for a different colour or a different item, please email us. In these cases, we will issue a store credit for the value of the returned item. You can use this to place a new order for your preferred item. Please note that this store credit does not cover the cost of shipping the original item back to us, or shipping the new order out to you.
EU
Because of international shipping expenses, we do not offer free exchanges. Instead, we offer store credit for the value of your item.
If you would like to exchange an item, all you have to do is send it to the following address:
Buttercup
Flat 16
12 Talbot Road
London
W2 5LH
United Kingdom
Please ensure your item is dispatched within 14 days of receiving your order. This means it must be posted back to us within 14 days (it does not need to arrive within this timeframe).
Customers are responsible for the cost of return shipping. You may choose any shipping method you like, but we recommend using a tracked service and emailing ciao@ciaobuttercup.com with your tracking number.
Once we receive your item, we will issue a store credit code to the value of the item. You can use this code to place a new order on our website. Please note that this store credit does not cover the cost of shipping the new item.
Everywhere else
Because of international shipping expenses, we do not offer free exchanges. Instead, we offer store credit for the value of your item.
If you would like to exchange an item, all you have to do is send it to the following address:
Buttercup
Flat 16
12 Talbot Road
London
W2 5LH
United Kingdom
Please ensure your item is dispatched within 14 days of receiving your order. This means it must be posted back to us within 14 days (it does not need to arrive within this timeframe).
Customers are responsible for the cost of return shipping. You may choose any shipping method you like, but we recommend using a tracked service and emailing ciao@ciaobuttercup.com with your tracking number.
Once we receive your item, we will issue a store credit code to the value of the item. You can use this code to place a new order on our website. Please note that this store credit does not cover the cost of shipping the new item.
What is the return policy?
UK
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return and a further 14 days to dispatch that item back to us. To request a return, head to account.ciaobuttercup.co.uk and follow the instructions.
For returns, a £5 shipping fee will be deducted from your refund.
To be eligible for a return, your item must be in the same condition that you received it, unworn, unwashed and in its original packaging. If items are returned without their original packaging or in a condition that is not suitable for resale, we may make a deduction from your refund to reflect any loss in value. So please be sure to mail it back to us in its original packaging. This means please do not rip or destroy the packaging - the plastic bags are resealable so please just open them by pulling up the resealable flap rather than tearing into the plastic.
Underwear must be tried on over other underwear to be eligible for returns.
Where free shipping is applied at checkout and items are later returned bringing your order value below £80, the standard shipping cost will be deducted from your refund.
If your order included a promotion (for example, a bundle price) and returning items means the promotion no longer applies, the discount associated with that promotion will be deducted from your refund.
Items remain your responsibility until they reach us. If a return is lost in transit, we’re unfortunately unable to process a refund unless the item has been received by our warehouse.
EU
In line with EU consumer law, we accept returns within 14 days of delivery. That means, within 14 days of your order arriving, you need to dispatch your return.
You’ll take care of arranging your return shipping - you’re welcome to purchase whichever label works best for you and send the item back to us at the address below:
Buttercup
Flat 16
12 Talbot Road
London
W2 5LH
United Kingdom
We recommend choosing a tracked mailing option, and emailing ciao@ciaobuttercup.com with your tracking number once it’s on its way.
Items must be returned in their original condition. You’re welcome to try items on, but they should not be worn beyond that. If items are returned in a condition that is not suitable for resale, we may make a deduction from your refund to reflect any loss in value.
If your order included a promotion (for example, a bundle price) and returning items means the promotion no longer applies, the discount associated with that promotion will be deducted from your refund.
Items remain your responsibility until they reach us. If a return is lost in transit, we’re unfortunately unable to process a refund unless the item has been received by our warehouse.
Everywhere Else
Because of shipping expenses, we do not offer returns for refunds on non-EU international orders, including Australian orders. Of course if an item is faulty or damaged, please contact ciao@ciaobuttercup.com and we will honour your rights under Australian Consumer Law - you may in these cases be entitled to a refund or replacement.
How do I return a gift?
If someone sent you a Buttercup item and it's not quite what you had in mind, just email ciao@ciaobuttercup.com and we will give you store credit so you can order something you prefer ☺️ (we won't tell the person who sent it to you!)
What about gift cards?
We don't accept returns on gift cards. To cut a long story short, the accounting work this would require is just too much 💀
What if you sent me the wrong thing or a faulty item?
First of all, sorry. That's really embarrassing and shouldn't happen. Email us at ciao@ciaobuttercup.com and we will apologize profusely and make it right.
What if my order was lost or stolen?
UK, EU, Everywhere else
If your order is marked as delivered but you have not received it, please contact us at ciao@ciaobuttercup.com as soon as possible so we can investigate with the carrier. We will resolve the issue in accordance with applicable consumer protection laws, under which responsibility for the goods remains with us until they are delivered to you. Optional shipping insurance with Route is available at checkout for additional peace of mind and covers loss or damage in transit. This insurance is optional and does not affect your statutory rights.