Customer Care

Website Orders

Online orders are processed Monday through Friday, 1-2 business days of order placement, unless indicated in the product description. Orders placed between 1pm EST Friday thru midnight EST Sunday will be processed the following Monday. On occasion, an order may be placed on hold. In that event, we will contact you within one business day to gather the information we need to expedite the order. If we attempt to contact you and do not receive a response after five business days, we reserve the right to cancel your order.

Payment

We accept American Express, Visa, MasterCard and PayPal. Sales tax will be charged when applicable. International customers must use a valid international credit card. If the credit card cannot be verified as belonging to the person placing the order, the order will not be processed.

Sales Tax

Sales tax will be charged when applicable.

Promo Codes

We all love a deal, but there are a few little rules:

  • Only one code may be used per order.
  • Certain items (including all sale items) are excluded from special offers.
  • Codes may not be applied after an order is processed.

How to Place an Order

Placing an order with is easy. Simply follow these steps:

  • Add an item to your shopping bag by clicking "add item" on the item's product detail page.
  • When you have finished shopping, click the "cart" button at the top of the page.
  • You will be shown your basket for review.
  • Click "proceed to check out."
  • On the login page new customers should click the "create account."
  • Repeat customers should enter their email address in the "login" box and their password in the "password" box. Press "login".
  • Complete the next 3 steps by entering all required information.
  • On step 4, you will be presented with all your order information.
  • Click the "confirm" button to submit the order.
  • You will know that your order has gone through when you receive the "thank you" page with your order number.
  • Please be advised that once an order is confirmed, you cannot make changes to the order online.

Shipping

Every attempt will be made to process and ship your order the day it's received. We will email you when the order is shipped. We are unable to ship to APO/FPO or PO Box addresses.

US Shipping Rates

All US orders are shipped via UPS and should be received within 7-10 business days after processing. Delivery time does not include Saturdays, Sundays or holidays. Saturday delivery is only available if prearranged with Customer Service.

Domestic shipping costs and methods

Method Price
UPS or USPS Ground (7-10 business days) Free

APO/FPO & P.O. Boxes

Not Available

International Shipping

For orders shipped outside the United States, the billing and shipping address must be the same. Please use a valid street address, as we cannot ship to PO or APO boxes. International orders are not guaranteed to ship the next business day because additional verification is often necessary. Please allow up to 20 business days for delivery. Any delays at customs once the parcel has reached the destination country are not under our control. Please note, order modifications cannot be made after the order has been placed. International shipping fees range from $20 - $135 USD, depending on the country you live in, the shipping service you select, and the weight of your package. If you exchange an item, you will be responsible for shipping charges that apply to the reshipment of the item.

Customs Duties and Other Fees

Please note that shipping charges do not include taxes or duty. The customer is solely responsible for any customs, duties, foreign taxes or other fees that his/her country may impose to take delivery of his/her order. In order to comply with export regulations, we are required by U.S. law to declare the exact value of all items ordered and to mark them as dutiable "merchandise." Declaring less than the true value is both a violation of American law and the laws of most other countries. In addition, we could lose the right to export to your country should it ever be discovered that we were misrepresenting the value. Because we are a retailer, we are prohibited by law from marking your order as "gift," even if the order is intended as a gift by its recipient. Call your local customs office for details about these charges.

Returns

If you are not satisfied with your online purchase, please follow our guidelines for returns:

Please confirm your items are eligible for return (Final sale merchandise is not eligible for return or exchange. Exchange only merchandise can only be exchanged at equal value).

  • All returns must be postmarked within 14 days of receipt. Returns sent after this time will not be honored.
  • The merchandise must be in its original condition and unworn.
  • We do not accept returns/exchanges on custom-made or special order items, undergarments, or sale merchandise. These types of sales are final.
  • We are not responsible for damages that occur during care of an item, such as dry cleaning, washing or wear.
  • FINAL SALE SHOES CANNOT BE RETURNED. THE SHOES ARE FINAL SALE, THEREFORE NO EXCHANGES, RETURNS, STORE CREDITS, ETC WILL BE ACCEPTED.
  • EXCHANGE ONLY SHOES CAN ONLY BE EXCHANGED. WE DO NOT ACCEPT RETURNS ON EXCHANGE ONLY SHOES. PLEASE CONTACT US AND WE WILL HELP YOU WITH AN EXCHANGE. 

Please be advised that items that do not conform to the above guidelines are not returnable. They will be returned to you at your expense.

Damaged/Incorrect Items

If you receive an item that is defective, damaged or incorrect, you must notify us via email within 5 business days of receiving the merchandise. Please keep the original box and packaging materials in the case of damage. We will email you a UPS label for returning the merchandise. A replacement will be sent, if available, upon receipt - with the condition that merchandise has not been worn or washed with all tags attached.

How to Return or Exchange

Print your return label:

https://shopbuttershoes.returnly.com


Your return or exchange will be processed within 5–7 business days of receipt. For returns, we will issue a refund to the credit card originally used for the purchase. You will receive an email notification when the refund or exchange has been issued.

For exchanges please note on the enclosed packing slip what size you would like to exchange for and we will mail it to you free of charge pending inventory availability.

Prior to sending your item back please confirm your items are eligible for return:

  • Final sale items are not returnable or exchangeable. 
  • All returns must be postmarked within 14 days of receipt. Returns sent after this time will not be accepted.
  • The merchandise must be in its original condition, in its original box or packaging and unworn.
  • You have 14 days from the time your order was received to return for a refund, as long as your purchase is still in saleable condition with tags attached. While we cannot accommodate every return, we value you and will always be reasonable. We ask that you do the same.
Please be advised that items that do not conform to the above guidelines are not returnable.

International Returns

The customer is responsible for all duties or taxes. If you return an item or refuse an item and we are charged a tax, that duty or tax amount will be deducted from your order total before we credit your account.

Contact Us

If you have any questions or concerns, feel free to drop us a line.

Email:
dicomeau@buttershoes.com

Phone:

917-438-8108