Last updated: April 18, 2026
1. Overview
We want every Butterflies & Feathers order to arrive as expected. This policy explains when items can be cancelled, returned, refunded, repaired, or replaced. It should be read together with our Terms & Conditions and Privacy Policy.
2. EU Right of Withdrawal
If EU consumer law applies and you buy online through a distance contract, you generally have the right to withdraw within 14 days without giving a reason. For goods, the period usually starts on the day you or a person you nominate receives the goods.
3. How to Exercise Withdrawal
To exercise the withdrawal right, notify Butterflies & Feathers in a clear written statement before the 14-day period expires. Include your name, order reference, the items concerned, and the date you received them. Once withdrawal is requested, you should return the goods without undue delay and, in any event, within 14 days after notifying us, unless we agree otherwise in writing.
4. Return Shipping Costs
Unless we state otherwise at the time of sale, the direct cost of returning goods under the standard withdrawal right is the customer's responsibility. If the item is defective, damaged, or materially not as described, return shipping will be handled in line with your mandatory consumer rights.
5. Refund Timing
Where a withdrawal or return is valid, we will refund payments due without undue delay and no later than 14 days after being informed of the withdrawal. For goods, we may withhold reimbursement until we receive the returned item or proof that it has been sent back, whichever happens first, where the law permits.
6. Method of Refund
Refunds are normally made using the same payment method used for the original transaction unless you expressly agree otherwise.
7. Condition of Returned Goods
Returned items must be sent back in clean, resaleable condition with original packaging, tags, certificates, and accessories where applicable. You may inspect the goods as you would in a physical store, but you may be responsible for any diminished value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning.
8. Exceptions
Where permitted by law, the standard right of withdrawal does not apply to goods made to order or clearly personalised items. This may include tailored garments, specially altered pieces, custom-framed works, commissioned items, or other products created specifically for a client. If an item is listed as non-returnable for legal reasons, that status should be made clear before checkout.
9. Original Artworks
Many artworks sold by Butterflies & Feathers are original one-of-one pieces. Original artworks may still be covered by mandatory consumer rights, but returns may be restricted where the work has been customised, framed to order, commissioned, or otherwise altered specifically for the buyer.
10. Faulty, Damaged or Incorrect Items
If an item arrives damaged, defective, or materially different from the confirmed order, contact us promptly with your order reference and evidence such as photographs. We will review the issue and, where appropriate, offer repair, replacement, price reduction, or refund in line with the applicable law.
11. Items Not Collected or Refused at Delivery
If a shipment is refused, abandoned, or not collected, any refund may be reduced by unrecoverable shipping, customs, storage, or return handling costs, unless mandatory law requires otherwise.
12. Contact for Returns
For return requests, withdrawal notices, or refund questions, contact BUTTERFLIES & FEATHERS at INFO@BUTTERFLIESANDFEATHERS.COM. Unless another written return location is provided for a specific order, the business contact address is AM HAFERBERG 18, 21502 GEESTHACHT, GERMANY.