Orders and shipment
1. How to place an order?
Place your order by adding the desired item to the cart on the product page and clicking on the “View Cart” button in the right corner of the page. The page will then take you to your cart, where you can complete the purchase by pressing the “Check out” button in the bottom right corner of the page. We definitely recommend reading our terms of purchase before completing your purchase.2. How long will my order take to arrive?
All orders are prepared within 24-48 business hours starting from the order confirmation date. This may vary during sales or promotions. If you think your order is delayed, you can contact our customer service team through the following form.
- Express Shipping (2-5 working days): Only valid for Croatia, Austria, Belgium, Czech Republic, Hungary, Netherland, Germany, Poland, Slovakia and Slovenia.
- Standard Shipping: Once the order is prepared, the shipping time is 3 to 7 working days for Croatia, 5-10 working days for EU countries, and 5-15 working days for outside the EU.
Important note*: Due to the saturation of the courier companies in times of high volume (such as Black Friday, Cyber Monday and Christmas) some shipments may suffer a slight delivery delay. If your order hasn’t been delivered in a reasonable amount of time, please contact us .
3. Can I cancel my order?
All shipped orders cannot be cancelled. If you wish to cancel your order, let us know as soon as possible by contacting our customer service and we'll do as much as we can. You can also manually cancel your orders on your user profile page.
4. Where is my order?
We want you to be in control of your order at all times. For that reason, once we ship your order we will send you a confirmation email with a tracking number of your order with which you will be able to track your order live.
If you have any doubts about the delivery of your order or you need to give us new information about the delivery, please contact us.
5. What if I receive a wrong product or a product in bad conditions?
We are committed to prepare and send our products in perfect condition. If you receive a wrong product or a faulty item, please contact us, we'll be glad to help you.
Returns and exchange
1. What is your return policy?
We accept returns under the following circumstances, excluding personalized items:
- I received my order in bad condition
- I got my size wrong and I'd like to change the size
- The product is not what I expected and I'd like to exchange it for another one or return it
In all cases, all products sent back for an exchange or return need to be in perfect condition and with no evident signs of use, otherwise we will not be able to proceed to any exchange. It is your responsibility to provide the correct packaging to make sure all items arrive at our facilities in perfect conditions.
Gifts included on your purchase must be sent back in case of return.
You have 30 days starting from the day of delivery of your order to proceed to any exchange or return.
Exceptions: Orders placed between the 25th of November to the 6th of January can be exchanged or returned until the 7th of February.
2. What is the items warranty?
All our items have a three month warranty on plating, oxidation and thread and six months warranty on silver components starting from the day your order is delivered. The warranty is valid against defects of materials and/or workmanship. The warranty excludes coverage for wear and tear and/or physical or accidental abuse. In order to keep your jewelry in a perfect condition visit our online Jewelry Care guide.
In order to benefit the warranty contact us on our Returns Centre and our Customer Care Service will help you.
1. How many languages is it possible to browse in?
You can browse our website in English.
2. Is it possible to receive periodic information via email about Borboleta’s latest new products and offers?
Yes. By simply entering your email to the Newsletter text box you will receive information on Borboleta’s latest products and news.
3. Can I cancel my Borboleta Newsletter subscription?
You can easily cancel your subscription by clicking on the “Unsubscribe” button from your last email.
4. Can I remove items from my order?
Yes. You can delete any unwanted items from your shopping bag as long as the order hasn’t been processed yet.
5. May I ask for a change or a refund of a personalized item?
Personalized items are created on your express demand and therefore can't be changed or refunded unless they are defectives.
6. Is it possible to engrave on both sides of the jewel?
It depends on the product. Products with the plane front and end side you can.
7. Can I ask for a change or refund of a personalized jewel?
Personalized jewels are done on demand and therefore can’t be exchanged or refunded.