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?

We have a 14-day free exchange policy. Just email ciao@ciaobuttercup.com and explain what you want to exchange. It's totally free to do this, and we can do it indefinitely until you've found the perfect fit. 

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 or exchange and to ship that item back to us. To make a return, it will cost £3 for a return label and then a £1.50 restocking fee per item, which is what our warehouse charges to inspect items and either restock them or dispose or donate them!

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 it isn't in its original packaging, we can't restock it because our warehouse teams won't know what the item is, so we won't be able to refund you! So please def be sure to mail it back to us in its original packaging. This means please do not rip or destroy the packaging in any way — they are resealable so please just open them by pulling up the resealable flap rather than tearing into the plastic. 

Then you just have to mail it back to us and we'll do the rest.

Underwear must be tried on over other underwear to be eligible for returns. 

Here is the link to make a return: account.ciaobuttercup.co.uk

US

Same as above, but the restocking fee is $8.

Everywhere Else

We have a 30-day *exchange* policy, but due to shipping costs we do not offer returns unless the item was damaged when you received it, or not what you ordered. If you feel that your order isn't right, just let us know and we will exchange it for store credit. 

We can't ship you a replacement for free like we do on domestic orders, because shipping internationally is so expensive. For example, shipping to Australia costs around £12 (25AUD) and so then if we were to pay for return shipping and to ship the exchange out, it would cost a total of 50AUD, which is much more than the margin on any one of our items. I hope that makes sense! Basically we would issue you with store credit for the same value as the item, which you can use on anything else on the website. 

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?

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.