Refund Policy
Refund & Return Policy
We want you to love your purchase. If something isn't right with your order, we're here to help and will do our best to resolve the issue promptly.
Inspection Upon Delivery
Please inspect your order as soon as it arrives. Any defects, damages, or shipping issues must be reported within 30 days of delivery.
To help us assess the situation, please provide clear photos of the item, packaging, and any visible damage when contacting us.
Return Eligibility
We accept return requests within 30 days of receiving your order.
To qualify for a return, the item must:
• Be unused and in the same condition as receivedBe returned in its original packaging
Include proof of purchase, such as an order number or receipt
To request a return, please contact us at:
info@butterflarium.com
Returns sent without prior authorization will not be accepted.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or if you receive the wrong item, please contact us as soon as possible. We will review the issue and work with you to provide an appropriate solution, which may include a replacement or refund.
Non-Returnable Items
Because many of our products are handmade or created specifically for each customer, we do not accept returns or cancellations for:
Personalized or custom-made items
Items damaged due to misuse, improper handling, or normal wear and tear
Exchanges
If you would like to exchange an item that arrived in perfect condition, we may be able to accommodate your request.
In such cases, the customer is responsible for all return shipping costs. Please contact us before returning any item so we can provide exchange instructions.
European Union Customers
If your order is delivered within the European Union, you may have the right to cancel or return your purchase within 14 days of delivery without providing a reason, in accordance with applicable consumer protection laws.
Returned items must remain unused, in their original condition, and include the original packaging.
Please note that this right may not apply to personalized or custom-made products.
Refund Process
Once we receive and inspect your returned item, we will notify you regarding the approval or rejection of your refund.
If approved, the refund will be issued to your original payment method within 10 business days. Please note that processing times may vary depending on your bank, credit card provider, or payment service.
If more than 15 business days have passed since your refund was approved and you have not received the funds, please contact us at:
info@butterflarium.com
Product Replacements
If a product is confirmed to be defective or damaged due to manufacturing or shipping issues, we may offer a replacement of the same item or provide a refund, depending on the circumstances and your preference.
Return Shipping Costs
If you are returning an item for reasons unrelated to damage, defects, or shipping errors, you will be responsible for the return shipping costs.
Items must be returned in their original condition. If the returned product shows signs of use or damage not caused during delivery, a partial refund may be issued to reflect any loss in value.
Failed Deliveries
Customers are responsible for providing accurate shipping information and ensuring they can receive their package.
We are not responsible for delivery failures resulting from:
Incorrect or incomplete shipping addresses
Failure to collect the package from the carrier
Inability of the carrier to contact the recipient
In such situations, the package may be returned to us or held by the carrier. Any additional shipping, storage, or reshipment fees will be the responsibility of the customer.
Refunds or replacements may not be available until the package is successfully returned or the delivery issue has been resolved.
Contact Us
If you have any questions regarding returns, refunds, or exchanges, please contact us at:
info@butterflarium.com
We will be happy to assist you.
Every piece is made in our studio, so preparation takes 1-3 business days.
United States and Europe: 10-14 business days. Canada: 14-21 business days. Africa, Asia, Australia and South America: 14-40 business days. Times vary with destination and customs processing.
Shipping is free worldwide, on every order and every destination.
International orders may be subject to import duties, taxes or VAT charged by the destination country. These fees are set by local customs authorities and are paid by the recipient. Your local customs office can tell you the amount in advance.
Each piece travels wrapped in several layers of protective material, chosen so the glass stays cushioned the whole way. Your order arrives ready to hang, straight out of the box.
Yes. Every order ships with tracking. Use the number from your shipping confirmation email on our Track Your Order page to follow your parcel to your door.
Contact us with your order number and a photo of the parcel. We handle each case individually and will arrange a replacement or a refund, whichever suits you best.
Parcels are occasionally delayed or held by customs. Contact us at info@butterflarium.com with your order number and we will review the situation with you and agree on the next step.
Contact us with your order number as soon as you can. While the parcel is still with us, we can update the address for you. Once it has been dispatched, the address becomes fixed.
Orders can be cancelled with a full refund any time before production begins. Since we start work quickly, send your request as soon as possible after purchase.