Shipping policy

Delivery

 

We aim to dispatch all in-stock items within 5 working days of order confirmation, unless otherwise stated (such as in the case of pre-orders or subscription boxes). During peak periods or in the event of unforeseen delays, dispatch times may be extended - any such delays will be communicated via our website or by email where appropriate.

 

Delivery Timeframes and Liability: Estimated delivery times shown at checkout or in your confirmation email are provided as guidance only and are not guaranteed. Actual delivery time may vary depending on your location, chosen shipping method, or external factors such as customs processing, courier delays, strikes, or severe weather. These are outside our reasonable control and do not entitle you to cancel an order once it has been dispatched.

Risk and Title: Title to the goods shall pass to you upon full payment. Risk in the goods shall pass to you only once they have been physically received by you (or a person authorised by you), unless you have arranged your own courier who is not our nominated delivery partner, in which case risk passes upon collection by that courier.

International Delivery and Customs: If you are ordering from outside the United Kingdom, you may be liable to pay import duties, taxes, or other customs charges once the package arrives in your country. These fees are not included in the purchase or shipping price and must be paid by you as the recipient. You are solely responsible for:

  • Checking local customs regulations before ordering;
  • Paying any applicable import taxes or charges;
  • Monitoring your shipment for customs clearance notifications.

If your parcel is refused, not collected, or returned to us due to non-clearance, we will refund the value of the goods (excluding the original shipping charge), minus any return fees or handling costs we incur. If the parcel is not returned to us (e.g. it is destroyed or held indefinitely by customs), we will not be able to issue a refund.

Failed Deliveries and Returns: If a parcel is returned to us due to non-collection, an incorrect delivery address, or failed delivery attempts, we will contact you to arrange redelivery — this may incur an additional shipping charge. If we do not receive a response within 14 calendar days, we will treat the order as cancelled and issue a refund for the goods, minus the original delivery and return postage costs.

Damaged or Missing Items: Please inspect your order upon arrival. If your item is damaged, faulty, or incomplete, please email us at help@thebutterflybookclub.co.uk within 7 calendar days of delivery. Be sure to include your order number, a clear description of the issue, and supporting photographs if possible. We cannot guarantee refunds or replacements for claims received after this period, unless your statutory rights require it.

Returns and Faulty Goods

We want you to love your order, but if something’s not quite right, we're here to support you.

Change-of-Mind Returns: If you change your mind about your purchase, you may be entitled to a return under your statutory rights - provided the item is unopened, unused, and in resaleable condition. To request a return:

  • Contact us at help@thebutterflybookclub.co.uk within 14 calendar days of delivery.
  • You must return the item within 14 days of notifying us.
  • Return shipping is your responsibility unless otherwise agreed in writing.

Once we receive and inspect the returned goods, we will process your refund to the original payment method within 14 days.

Opening the external packaging for the purpose of inspecting the goods (e.g. to view the contents as you would in a physical store) will not invalidate your right to return, provided the items remain unused, unopened, and in a resaleable condition. However, if the internal packaging has been unsealed or items show signs of use, your right to return may be restricted under applicable consumer law.

Please note, we cannot accept returns for:

  • Items that have been unsealed or opened (including subscription boxes);
  • Personalised or made-to-order products;
  • Digital content once access has started (e.g. downloads or eBooks).

These exclusions do not affect your legal rights under UK consumer law.

Faulty, Damaged, or Misdescribed Items: If your order arrives damaged, faulty, or significantly not as described, please let us know as soon as possible - ideally within 14 days of receipt. To report an issue:

  • Email help@thebutterflybookclub.co.uk with your order number, a description of the problem, and clear photographs where applicable.
  • Please wait for a reply before sending anything back — we’ll advise on next steps and confirm whether a refund, repair, or replacement is appropriate.

If your item is confirmed to be faulty or misdescribed, we’ll cover the cost of return postage and ensure your statutory rights are fully upheld.