Shipping policy

UK Shipping

We offer a flat rate of £4 on all UK orders. Orders over £80 qualify for free standard shipping. Please note, if you make a return that brings the value of the order under £80, £4 will be deducted from your refund. 

We ship via Royal Mail Tracked 48. Delivery typically takes 2–3 business days.

Orders are typically dispatched within 1 business day of being placed. During busy periods please allow up to 2 business days.

 

International Shipping (EU & Australia)

We offer a flat rate of €8.95 on EU orders and AU$25.00 on Australian orders.

We ship via Royal Mail, DPD or Evri. Delivery time varies depending on location but you can always reach out to ciao@ciaobuttercup.com with questions. 

Orders are typically dispatched within 1 business day of being placed. During busy periods please allow up to 2 business days.

For EU orders, we are registered with the Import One-Stop Shop (IOSS), which means VAT is collected at checkout and your order should not incur additional customs charges on delivery.

 

Express Shipping

We don't currently offer express shipping as a standard option at checkout, but if you need something in a hurry please get in touch at ciao@ciaobuttercup.com and we'll do our best to help.

Order Changes, Cancellations & Address Updates

If you need to change or cancel your order, or update your delivery address, please email us at ciao@ciaobuttercup.com as soon as possible. We'll always do our best to accommodate changes, but once an order has been fulfilled we're unable to make any amendments.

Pre-Order Items

Sometimes items on our website will be available for pre-order ahead of a restock. If an item is on pre-order, this will be clearly noted on the product page and next to the item in your order confirmation email.

Pre-order items won't be dispatched within the usual 1–2 business days - instead, your order will be shipped as soon as the restock arrives at our warehouse. We do our best to provide an accurate ETA on the product page, but please treat these as estimates. International shipping from our manufacturer to our warehouse can be unpredictable, and timelines can shift.

Please note: if your order contains a pre-order item alongside in-stock items, we'll hold the entire order and dispatch everything together once the restock arrives.

You may notice that your order confirmation email shows a standard estimated delivery window - this is automated and doesn't account for pre-order timelines. For the most accurate ETA, please refer to the date provided on the product page. You can email us at ciao@ciaobuttercup.com at any time to check in on your pre-order.

 

Lost or Stolen Packages

If your order is marked as delivered but you haven't received it, please contact us at ciao@ciaobuttercup.com as soon as possible and we'll investigate with the carrier. Responsibility for your order remains with us until it is delivered to you, and we'll always work to resolve any issues in line with applicable consumer protection laws.

For additional peace of mind, we offer Route Package Protection at checkout - a third-party insurance provider that covers lost, stolen, and damaged packages. See below for details.

Shipping Insurance (Route)

At checkout you'll have the option to add Route Package Protection to your order. Route is a third-party shipping insurance provider that covers lost, stolen, or damaged packages.

If you'd like to remove Route from your order after placing it, just email us and if we haven't dispatched your order yet we'll remove it and Route will process a refund for the insurance cost.

You can file a claim directly with Route. Route will handle your claim from there - if you're unsure how to proceed, feel free to reach out and we'll point you in the right direction.

A few things to know before filing:

• Delivered but missing (stolen): You can file a claim from 5 days after the delivery date (to allow time for the package to turn up) and up to 30 days after the delivery date

• No delivery scan (lost): You can file once 7 days have passed since the last tracking update, and up to 30 days after that last update

• Passed estimated delivery date with no update: You can file once 48 hours have passed since the estimated delivery date with no update, and up to 30 days after the last tracking update

Please note this is a brief overview - for full details on Route's claims process and eligibility, visit Route's website.