Frequently asked questions
HOW LONG DOES DELIVERY TAKE?
On average, your order will arrive within 4–7 working days from the date of dispatch. Delivery times may vary slightly depending on your location. If your order hasn’t arrived within the estimated timeframe, please contact us — our team will respond within 24 hours to assist you.
HOW SECURE IS MY PERSONAL INFORMATION?
At Butaly, we follow the highest industry standards to keep your personal information safe. All sensitive data, including your payment details, is protected through SSL (Secure Socket Layer) encryption technology, ensuring your information remains private and secure during every transaction.
CAN I CANCEL MY ORDER?
If you’d like to cancel your order, please submit a request through our returns portal. If cancellation isn’t available, it may mean that your order has already been shipped. For any concerns or further assistance, please contact our team here — we’ll be glad to help.
I HAVE ENTERED AN INCORRECT ADDRESS!
If you accidentally entered an incorrect or incomplete address, please contact us as soon as possible and provide your updated details. We’ll do our best to correct it before your order ships. However, if your order has already been dispatched, we won’t be able to make any changes to the address.
WHAT IF MY PARCEL IS DELAYED?
In very rare occasions, the delivery may take longer than the standard shipping time stated above. Most of the delays are caused by customs, which unfortunately we can’t control. But don’t worry — we’ll make sure you receive your parcel. :)
If for any reason your parcel is lost, we’ll gladly ship you a new one completely free of charge. Simply contact us here.
CAN I MAKE CHANGES TO MY ORDER?
We process orders very quickly to ensure you receive them as soon as possible. You can make any changes you like before clicking “Complete Order.” After that, amendments may not be possible.
However, please contact us here as soon as possible, and we’ll do our best to update your order before it ships.
ARE THERE ANY CUSTOM FEES?
No — you won’t need to pay any additional custom fees. All duties and taxes are fully covered by us, ensuring your order arrives without any hidden costs or surprise charges.
CAN I RETURN MY ORDER?
If you’d like to return your jewelry, please submit a request through our contact page here. You have 30 days from the date of delivery to return your items; after this period, we only accept warranty claims.
MY ITEM ARRIVED DAMAGED!
We’re very sorry to hear this! While all orders are shipped with protective packaging, items can occasionally arrive damaged. If this happens, please submit an exchange request through our support contact here, and we’ll send you a replacement completely free of charge.
HOW IS THE JEWELRY PACKAGED?
Our elegant jewelry pieces arrive in sophisticated gift boxes, perfect for yourself or as a gift for someone special. You can also add a personalized note to make your package even more memorable.
Timeless jewelry, made to shine every day.
