Refund policy
How do I place a return or exchange?
Hello! We're sorry that your Buttercup item didn't work out for you. Returns are super easy, just head to account.ciaobuttercup.com and follow the instructions :) Our rules are outlined below:
What is the exchange policy?
We offer a 14-day free exchange policy for size exchanges. Please email ciao@ciaobuttercup.com within 14 days of receiving your order to request an exchange.
For size exchanges, we will provide a prepaid return shipping label and ship your replacement item free of charge. We’re happy to assist with multiple exchanges where reasonable to help you find the right fit.
Please note that free exchanges apply to size changes only. If you would like to exchange for a different colour or a different item, please email us. In these cases, we will issue a store credit for the value of the returned item. You can use this to place a new order for your preferred item. Please note that this store credit does not cover the cost of shipping the original order back to us, or shipping the new order out to you.
What is the return policy?
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return and also dispatch that item back to us. Just head to account.ciaobuttercup.com and follow the instructions.
For a return, a $5.50 return shipping fee will be deducted from your refund, and a 10% restocking fee will be applied per item returned. This means 10% of the item’s purchase price will be deducted from your refund to cover handling and processing by our warehouse. The restocking fee does not apply to items that are faulty or sent in error.
To be eligible for a return, your item must be in the same condition that you received it, unworn, unwashed and in its original packaging. If items are returned without their original packaging or in a condition that is not suitable for resale, we may make a deduction from your refund to reflect any loss in value. So please be sure to mail it back to us in its original packaging. This means please do not rip or destroy the packaging - the plastic bags are resealable so please just open them by pulling up the resealable flap rather than tearing into the plastic.
Underwear must be tried on over other underwear to be eligible for returns.
Where free shipping is applied at checkout and items are later returned bringing your order value below $100, the standard shipping cost will be deducted from your refund.
If your order included a promotion (for example, a bundle price) and returning items means the promotion no longer applies, the discount associated with that promotion will be deducted from your refund.
Items remain your responsibility until they reach us. If a return is lost in transit, we’re unfortunately unable to process a refund unless the item has been received by our warehouse.
How do I return a gift?
If someone sent you a Buttercup item and it's not quite what you had in mind, just email ciao@ciaobuttercup.com and we will give you store credit so you can order something you prefer ☺️ (we won't tell the person who sent it to you!)
What about gift cards?
We don't accept returns on gift cards. To cut a long story short, the accounting work this would require is just too much 💀
What if you sent me the wrong thing or a faulty item?
First of all, sorry. That's really embarrassing and shouldn't happen. Email us at ciao@ciaobuttercup.com and we will apologize profusely and make it right.
What if my order was lost or stolen?
If an order is marked as delivered by the postal carrier and is then lost or stolen, we’re unfortunately not able to take responsibility for that. I’m so sorry - we know that’s really frustrating. We’re not able to offer a replacement or refund unless Route Shipping Insurance was selected at checkout.