FAQ

Can I use a different delivery address? 

Yes, at checkout you will be able to use a separate delivery address to your billing details. 

 

Can I change my address once my order’s gone through? 

Unfortunately, this is not usually possible, but please email us and as long as we haven't started processing your order, we may be able to do something. 

 

How do I know my order has gone through? 

Once you have placed your order with us (thank you!), you will receive a confirmation email to tell you your order has been received safely. Worth checking that all of your delivery address information is correct on this - if it isn't, just drop us an email to info@steelbutterflyhealing.com.

 

I forgot to add items to my order, can you add them? 

Unfortunately, it's really difficult for us to add items to an order once it has been placed. In this instance we’d recommend you place a 2nd order with the note of 1st orders’ no, and as long as we haven't started processing your orders, we may be able to do something. 

 

When will my order be dispatched? 

We aim to dispatch all orders we receive within 48hrs though please be patient with us as we’re a small team trying to do big things :)

 

Can I cancel my order? 

If your order has not been processed, we may be able to cancel your order before it is dispatched. Please email us. If your order has already been dispatched, please follow the returns procedure and we will sort out your refund as soon as we receive the items back. 

                

Is what I see on the website an accurate representation of what I will receive? 

We make every effort to display each product as clearly as possible, however products will not include any display items that may be part of the product photography. All items are sold individually unless otherwise stated in the product description. 

 

I ordered the wrong product - can I return for an exchange or a refund? 

If a product is damaged or fails to arrive, we are happy to work with you to a mutual resolution.

 

How is my parcel being delivered? 

Our UK orders are sent out by Royal Mail using their 48h service. This means if you placed your order with us, Royal Mail will aim to deliver your order within 48hrs, except weekends and bank holidays. 

Orders outside the UK are sent via Parcelforce and will be delivered by your usual postal service in your country. 

 

When can I expect my delivery? 

UK - Orders placed should arrive within 3-4 days, however this is not guaranteed. 

Europe – Orders should arrive within 7-12 working days (excluding day of dispatch). 

USA and Canada – Orders should arrive within 7-12 working days (excluding day of dispatch) 

Rest of the World – Orders should arrive within 10-14 working days (excluding day of dispatch) 

 

I haven't received my order - what can I do? 

If your order has been dispatched but hasn't arrived within the expected time period, please email us using our contact form here and select the option missing order and we will look into it for you. 

 

What if I want to make a return or exchange my order? 

Please see our Returns & Delivery policy here.

 

My item is damaged, what do I do? 

We make every effort to package your order as securely as possible. However, should you receive a damaged item, please email us and we will respond to discuss the issue. Returns are done on a case-by-case basis.

 

I’ve received the wrong item, what do I do?
Please email us and we will then resolve your issue for you. 

 

One of my items is missing, what do I do?
If one of your items is missing from your order, please email us and we will resolve your issue for you. 

 

When can I expect my refund? 

Once we have received your item, we will process the refund. This should appear on your bank statement within 5 working days depending on your bank.

             

How do I exchange my item? 

Unfortunately, we do not offer exchanges.

 

Why doesn’t my discount code work? 

There are several reasons for a discount code to not work: 

Check that the spellings and numbers are correct. Check any expiry date. Check the coupon is 

valid for the items in your order. If all of these are correct and you are still having problems, please email us and we will investigate further.

​

What are your opening hours? 

Orders can be made on the website 24 hours a day, 7 days a week. If you send us an email, we will look to reply to you within 48 hours unless it is a weekend or bank holiday, when we will respond to your email on Monday/next working day after Bank holiday.