_edited.png)
You Asked - We Answered
We Are Here for You
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 :)
I’ve received the wrong item, what do I do?
Please email us and we will then resolve your issue for you.
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’ number, and as long as we haven't started processing your orders, we may be able to do something.
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.
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).
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
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.
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.
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.
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.
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.
Can I use a different delivery address?
Yes, at checkout you will be able to use a separate delivery address to your billing details.