DELIVERY

Q - Do you offer combined postage discounts?

A - Please purchase all items and make 1 payment for all to receive combined the postage discount (there will be an option during checkout to combine purchase and make 1 payment). We can also combine postage for you by sending 1 invoice for all purchases.

Q - Do you offer next day express delivery?

A - Yes we do offer next day delivery service; please select this option before making payment. For next day delivery all orders must be received before 1.00pm for same day dispatch

Q - How long does delivery take?

A - UK DELIVERY

First Class Recorded Delivery:
All items within the UK are sent using Royal Mail First Class postal service unless otherwise stated in the item listing and usually take around 1-4 working days. Recorded delivery items will require a signature upon delivery.

Next Day Special Delivery:
Is offered for when express delivery is required. To receive Special Delivery items on the next working day before 1pm, typically orders need to be placed and payments made before 1:30pm for same day despatch. Special delivery items will require a signature upon delivery.

A - INTERNATIONAL DELIVERY

We deliver worldwide, if you don’t see your country listed please feel free to contact us. All international orders are sent by first class priority airmail "international signedfor"

Delivery within EU countries:
Delivery to European countries is usually 5-11 working days.

Delivery to Rest Of World (ROW) countries:
For international (ROW) deliveries, please allow up to 28 days for customs delays and please note that you are responsible for any duties/tariffs that may be applicable on your delivery. Items being sent outside of the EU are sent with full and accurate customs documentation. Delivery to the rest of the world (outside Europe) is usually 11-21 working days.

Q - Is collection in person available?

A – We are an online store only, all items are shipped from our warehouse and collection in person is not possible

Q - I still haven’t received my order; it should have arrived by now?

A - Unless otherwise stated in the item description, we always endeavour to dispatch all orders completed by 2pm on the same day weekdays and 9.00am Saturday excluding bank holidays. Any orders after this time will be dispatched the next working day and orders received after 9am on Saturday will be dispatched on Monday.

Most orders are sent with Royal Mail 1st class recorded post and delivery usually takes 2-3 working days (we advise buyers to allow up to 5 working for delivery in case of delays with Royal mail post).

If it has been more than 5 working days please contact us and we will send you a tracking number and endeavour to locate the whereabouts of the package.

If the package is lost, we will proceed with getting compensation from Royal Mail/Courier Company used, and we will send you a replacement or issue you a full refund.

Please note: Delays with delivery is usually not due to our dispatch time and we always endeavour to dispatch orders promptly.

PAYMENTS / BUY IT NOW

Q - What payment methods do you accept?

A - PayPal and all major credit/debit cards through PayPal online

A - Credit/debit cards payments over the telephone. You can make payment via telephone by ringing 07719 824 570 between 9:30am to 5:30pm weekdays and 10:00am to 4:00pm on weekends.

A- Postal order payments through post.

Q - Can I pay by Cheque?

A – We are very sorry we do not accept cheque payments

Q - Can I pay by bank transfer?

A – We are very sorry we cannot offer bank transfer payments

Q - I have made PayPal payments but have not received the item(s) or order dispatched notification?

A - If you have just set up a PayPal account, are not yet verified by PayPal, or do not have funds in your PayPal account, PayPal take payments from your register bank account/Card. In this case the payment may be sent by PayPal e-cheque which takes 7-10 days to clear, payment will appear as pending until it clears. We will send a payment received notification email and will dispatch the order once the payment clears. Details including estimated clearing date if sent by PayPal e-cheque will be shown on the payment transaction page in your PayPal account.

SIZING

Q - Do you have a size guide?

A - Please check each individual item for sizing information as sizing varies for different items and different brands

Q - I am border line between 2 sizes - what size will fit me best?

A - This depends of your preference of fit, and if you like a tighter or looser fit, but we would usually advise that you buy the larger size as these usually fit better from our experience. You are also welcome to purchase two sizes and return the one that does not fit.

STOCK

Q – Are items in Stock?

A – All items listed are in stock in the UK and available for dispatch immediately.

Q - When will you be adding new styles to your listings?

A - We update our stock regularly and also re-stock existing popular styles. Please add us to your favourite sellers to receive stock updates.

ORDER ERRORS

Q - I purchased the item by mistake; can I cancel the transaction?

A - Yes, please contact us to let us know and we will send a request to confirm we have mutually agreed to cancel the sale. Please accept the request to cancel the sale.

Q - I have bought duplicate items in error; can I cancel the other unwanted transaction(s)?

A - Please contact us to let us know and we will send a request to confirm we have mutually agreed to cancel the sale(s).

Please accept the request to cancel the unwanted transaction(s), and proceed with payment of remaining item(s).

REFUNDS / EXCHANGES

Q - Can I exchange an item for another style or size?

A - We have a 7 days returns policy and you may return an item for an alternative style/size (we treat each sale as a separate transaction so you will be given a refund and may re-order required replacement item or size).

Q - I have received a wrong item/size and would like to return it for the one ordered?

A - Please accept our apologies if we made an error in sending you a wrong item or size. Please contact us to let us know the error and return the item with the invoice slip to the address on the slip. We will send out a correct replacement as soon as we receive the item back and verify the error.

Q - I have received a faulty item; how do I exchange?

A - Please accept our apologies if you received a faulty item. We do our best to inspect goods prior to sending and send items in perfect condition, but occasionally there may be manufacture or other faults that we are unaware of prior to sending goods.

Please return the item with the invoice slip to the address on the slip. We will send out a replacement as soon as we receive the item back and verify the fault.

Q - Can I return an item for a refund if it’s not suitable?

A - We understand there will be times where you may wish to return an item; we understand if it does not fit, is unsuitable for you or just not for you. Our ‘no quibble’ guarantee ensures that if for any reason you are unhappy with your purchase you can return the item for a refund or exchange. Please contact us via eBay within 7 days of receipt for further instructions.

Q - The item I returned has been lost in the post?

A - Sorry to hear that the item got lost in the post. If the package was lost by Royal Mail or another postal service, you will be able to claim compensation of the value of the item if sent with recorded insured post. Please contact the appropriate postal company for advice and compensation claims form. We advise that all returns are sent with a recorded insured postal service as we cannot be held responsible for returned items lost in transit.

Q - I have not yet received a refund for item I returned?

A - If you have not received an email from us confirmation that the item has been received back then it may be delayed or lost in transit. Please check tracking of the returned item (we advise that all returns are sent with a recorded insured postal service).

We send refunds via the original payment source. Please allow 4-5 days for r postal order refunds as they need to be posted to you. We refund all payments within 2 working days of receipt but Credit/Debit card payment refunds may take 5-10 working days to show in your bank account. PayPal refunds should be visible in the original transaction page. If you have received an email confirmation and cannot see refund confirmation of your PayPal payment within 2 working days please contact us.

Q - How do I open an eBay return request?

A - Here are the steps to follow:

1. Go to My eBay. You may be asked to sign in.
2. Click Activity Tab on left side
3. Select Purchase History form the choices on the left side.
4. Find your item which you wish to return next to your listing on the right hand side you will find a actions column, click the more actions tab and select Return this item from the pull-down menu.
5. Select "I want to return an item" and click Continue.
6. The "Return an item" form appears.
7. Review the next page and click Request return
8. Then you have to wait for seller to accept your return request
9. After the seller has accepted your request, you can prepare postage right away and click Continue.
10. You will receive the return address once this form has been completed.
11. Post the item to the seller.

OTHER

Q - Do you have a website or direct link to your eBay shop?

A - Our website is www.blackbutterflyclothing.com and you may also link to our eBay shop at http://stores.ebay.co.uk/Black-Butterfly-Clothing

Q - Do you have a shop?

A – Sorry We do not have any high street stores currently we are a online retailer only

Q - I am an international buyer – will I be charged customs and import fees?

A - There are NO customs/Import charges for goods sent to and from EU member states. No customs declaration is needed and you will NOT be charged any import fees.

If you live outside the EU you may be charged customs/Import fees depending on the value of your order and import rules in your country. Usually there are no import fees for imports under 30gbp however please check import rules and thresholds in your country for confirmation. Buyers are responsible for any import fees charged.