Customer Services
How to OrderWhat is the best way to purchase my items? Have a look at our products and see what you like. When you have found what you want to buy, simply choose the required size and colour and just click "add to basket". This will automatically add the item to your shopping basket. You then have the choice of either continuing to shop for other items and adding them to your shopping basket, or, if you wish to check out, click "check out". You will then be taken through the checkout process where you will need to sign-in or register. Then follow our basic steps to finalise your purchase in our secure online environment. How will you confirm my order? Once we receive your order, we will send you an email confirmation of your order to the email address you have provided us. Please print or save this email for your records, as it will contain your unique order reference number and details of your order, which you may need at a later date. What if something I like is out of stock? If the items that you would like to order is out of stock, you can email customerservices@bbbutterfly.com to find out if and when new stock will be arriving. (Please note that we do not hold waiting lists for any products or take orders for items which are out of stock). PackagingHow are you going to pack and ship my products? Every purchased lingerie (individual bras or bra-sets) and swimwear item will be placed in our bespoke BBButterfly cranberry organza drawstring pouch, which is our gift to you. All your purchased items will then be wrapped in fine pink/cranberry tissue paper and further packaged in our bespoke BBButterfly gift boxes. These will be packed in plain outer shipping boxes, for discreetness and also to protect your purchases whilst it is being delivered to you. Payment MethodsHow can I pay for my order? The easiest and quickest method to pay is through our Online Secure Payment Gateway which is powered by WorldPay.com (part of the Royal Bank of Scotland Group). Please follow through the instructions via our CheckOut process. We accept most major credit and debit cards, including Visa and Mastercard. To enforce online security, please note that your credit/debit card details are not stored on BBButterfly Ltd's server systems. At BBButterfly, your card is only charged once your order is despatched from our warehouse. If there are any items on your order which are not in stock, you will not be charged for these until we actually ship them to you. You will be advised by email (or telephone if you do not have an email address), of the charged account on your credit or debit card, and the items being shipped to you. Cheque payments for UK customers For our UK customers, we are also able to accept UK Bank Cheque payments as well. If you would prefer to use this method of order payment, please contact us by email at sales@bbbutterfly.com stating your contact details and we will contact you to take your order over the phone, or you may also telephone us on 020 8830 9666 during office hours. Your cheque payment should be made payable to ‘BBButterfly Ltd’. Please write your cheque guarantee card number, expiry date, full postal address and telephone number on the back of your cheque, and send to our address (which can be found in ‘Contact Us’). Cheques will usually require 5 working days for clearance in our bank account. Your order will be despatched once your cheque payment has been received and cleared through our bank. We will confirm to you via email, once your order has been despatched. Kindly note that we are unable to accept payment via any method other than those listed above. Despatch & DeliveryWill you let me know when my order has been despatched? Of course. You will receive an email confirmation from BBButterfly containing your order and billing details once your order has been despatched from our warehouse. When will I receive my order? All our products will be shipped as soon as possible, subject to payment card authorisation/UK bank cheque clearance and stock availability. We aim to deliver all your orders within 5-10 working days for UK addresses, and within 10-15 working days for Europe and Worldwide addresses, (stock permitting). What if my order has not arrived? If you have received confirmation of shipment of your order but your goods have not arrived within the above estimated time, in the first instance, please check with your local mail delivery office to see that they are not holding your parcel. If they confirm that they do not have your goods, please contact us and we will do our best to assist. Shipping ChargesFor your reassurance, all of our shipments are secure, trackable and insured deliveries. All the delivery charges include full bespoke BBButterfly packaging. Delivery to UK Delivery within the UK is charged at a flat-rate of £5.95 per delivery address. We aim to deliver (stock permitting), all items within 5 working days from time of order acceptance and processing. If your purchases total to over £100.00, per separate order process, BBButterfly will deliver your items free of charge. Please note that this only applies when items are despatched, in one consignment, to a UK address. Delivery to Europe Delivery to Europe is charged at a flat-rate of £9.95 per delivery address. This may take between 5-10 working days for delivery. Delivery to Rest of World Delivery to Rest of World is charged at a flat-rate of £15.95 per delivery address. This will usually take between 5-10 working days for delivery. Please note that BBButterfly does not take any responsibility in regards to import customs duties and taxes in your chosen ship-to-destination. The amount due, if applicable, will be determined by your customs authorities. These charges, if applicable, will not be subject to a refund or exchange value, in the event that you would like to return or exchange your order. Returns & ExchangesTo return or exchange: Your satisfaction with our products is our main concern. We are happy to offer you an exchange or refund for any items which you have purchased from BBButterfly Ltd directly, and that are returned to our Returns Department within 14 days of receipt of your order. Goods must be returned in unused original condition with full original packaging (including BBButterfly organza pouch and bespoke gift box), unworn and unwashed, with all labels intact. Please ensure that briefs/swimwear are tried on over your own underwear. We reserve the right to refuse returns of items if they appear to be worn, soiled or damaged. You can either choose for a replacement product to be despatched to you, or opt to have your item value refunded to you. Please return your item along with a completed returns/exchange form supplied with your delivery. (A copy of this form can also be obtained by emailing our Customers Services Dept at customerservices@bbbutterfly.com). UK customers Send your parcel, and completed form to: BBButterfly Ltd Returns Dept Unit 5, Staples Corner Business Park 1000 North Circular Road London NW2 7JP Please note that parcels sent to this address can take up to 5 working days to reach us. We highly recommend that when returning items to us, you obtain proof of postage (which should show the BBButterfly address to which you have returned the goods, together with the post office’s printed/stamped confirmation of the date of posting), as we cannot accept responsibility for parcels lost in transit. Refund of postage will only be made in the case where the item returned is faulty, or BBButterfly made an error in your order requirements. Non-UK Customers Send your return via a prepaid and insured carrier, marking your package clearly as Returned Goods. Unfortunately we cannot refund you the cost of returns postage from outside the UK (and Channel Islands). Send your parcel with a completed returns/exchange form to: BBButterfly Ltd Returns Dept Unit 5, Staples Corner Business Park 1000 North Circular Road London NW2 7JP, UK Please retain your shipping documentation (which should show the BBButterfly address to which you have returned the goods), so that your returns/exchange request can still be completed, in the event your items being lost in transit. Refund or exchange process We will let you know as soon as we receive your returned goods, and will endeavour to process your request for either a refund or exchange as quickly as possible. Please allow up to 7 days from our receipt of your return for this to be done. Refunds If you have requested a refund, or exchange of a lower value than the returned goods, any refund due will be credited back to you via your original payment method for the order. We will let you know as soon as the refund has been processed. Please note that we are not able to offer credit notes. Exchanges If you have requested exchanges to be made of a higher value than your returned item, any difference in amount will be due for payment. In this event, we will contact you to advise of the amount due and offered payment methods and this will be payable before the replacement item can be despatched to you. Cancellation of your order Under the United Kingdom’s Distance Selling Regulations, you have the right to cancel your order contract at any point from the time of ordering until 7 working days after delivery. You may cancel the contract, either by email to sales@bbbutterfly.com or telephone our Customer Services Dept on +44 (0) 20 8830 9666, clearly stating your unique order number and giving clear instructions that you wish to cancel the order. If we have already shipped your order, you will need to securely package the relevant items and send them back to us. You will need to complete a Returns or Exchanges form, which would have been supplied with your order. Please retain your shipping documentation, so that your returns/exchange request can still be completed, in the event your items being lost in transit. SecurityHow do you guarantee online security? Your online security is very important to us and we are aware that security is a major concern to individuals purchasing over the internet, we therefore take this issue very seriously. To maximise online security, we use Secure Sockets Layer (SSL) technology, which features 128 bit encryption. This is the most secure system available. This means any details or information you offer us are protected. In addition, as an extra precaution, we have programmed our software so that all your credit/debit card details are immediately removed from the website, and are not stored on our server systems. You can always check that you are shopping in a secure environment by checking for the ‘padlock’ or ‘key’ icon at the bottom right-hand of your browser screen. Sizing GuideCan you help me with my sizing? BBButterfly Bras We currently have bra sizes in UK/USA band sizes 34, 36 & 38, each available in cup sizes B, C, & D. International Bra Band Sizes – for guidance only
International Bra Cup sizes – for guidance only
BBButterfly Briefs, Swimsuits, T-shirts & Sweatshirts We currently have brief sizes in Small, Medium or Large.
Lingerie GuideWhat are the different types of bras and briefs? Please note that all our post-mastectomy bras feature light-stretch cotton prosthesis pockets, on both sides, with secure elastic opening. Our post-mastectomy range incorporate the different aspects of the different styles of bras, to create a fashionable, feminine, flattering bra which is both comfortable and sexy to wear. Bras Moulded: This bra creates a smooth line under clothes, as it features seamless cups which are moulded to fit the shape of the breast. The cups are rigid enough to keep their shape when you're not wearing the bra, but should still give a natural look. This bra style is ideal for a post-mastectomy bra as it supports your prosthesis firmly, yet very discreetly. Classic: This is your classic cut bra which features a semi to full covering of the breast with enhancing features for hold, support and look for your bustline. This bra style is also very ideal for a post-mastectomy bra as it supports your prosthesis firmly, yet very discreetly, and offers a very sexy outline. Balconette: This is a half cup, push-up effect, with wide-set straps, and a mostly horizontal bust line. These bras are often seamed or boned, creating a full cleavage and a lovely frame-like effect reminiscent of a by-gone era. Bandeau: Also known as the ‘Boob-Tube’. This is a good choice if you're wearing something strapless, as the bandeau bra is more or less the same level all the way round. It is usually made of stretchable material for a comfortable fit. Sling Support: The sling support bra is when fabric from under the cup continues into the strap (going round your ribcage, under your bust) to give more support to the breasts. It's generally found on fuller figure bras, and is ideal for post-mastectomy bras, as it offers extra support for your prosthesis. Minimiser: Designed to create a smoother silhouette for the fuller bust, as it aims to redistribute the breast tissue (usually to the sides), without the underwiring digging into your body. Push-up: A good push-up bra will give you a fuller looking bust and great cleavage, with or without the help of padding. Push-up bra styles can also be for post-mastectomy wear, especially for those who have experienced a partial mastectomy or lumpectomy. Multi-way: These bras are ideal as they can be used with a multitude of different tops. The straps can be worn in a variety of ways: regular fitting – as normal, as a halterneck, crossed around the middle of the body (for backless styles), over one-shoulder, or strapless. Camisoles: One of our favourites as we use them pretty much everywhere! A camisole is a vest, but with delicate straps and dainty features. They are perfect to wear under a wrap dress, a cardigan, in bed or even under a jacket. Activewear versions often include a built-in secret support (no bra required). Briefs A brief comes in many different styles: high waisted or low waisted, thong backed or with full coverage. What makes it a brief, though, is if it has good front coverage. Low-rise: This is similar to a hipster cut, as it features a waistband that falls on or below your hips. Ideal to wear under low-rise hipster trousers. High-rise: The front top of this brief usually ends at, or perhaps just above, the belly button. High-leg: A high leg brief finishes on, or on top of, the hip in order to expose more of the leg, which can give the illusion of longer legs. Shorties: This trendy popular low-rise style goes all the way down the hips to finish at the top of the leg. They can also come in a thong-back style. French Knickers: A sexy, flattering member of the brief family. It is similar to a shortie in length, but has a looser fit and a more feminine feel. This is should be worn to be seen. Full-coverage: This is a brief which covers the whole of your bottom cheeks. Brazilian: This is a brief that covers half of your bottom cheeks for a cheeky look. Thong: This is the classic no-visible-panty-line solution, that should offer good side coverage while leaving your bottom cheeks bare. G-string: This brief has the least coverage and usually features string side and back with a small triangle of fabric for minimum cover at the front. Bra Buying GuideBuying a bra that fits properly: There are two key elements to accurate measuring – Band Size and Cup Size. For your band size, pull a tape-measure around your ribcage underneath your breasts; place the tape-measure just under your bust at the front and make sure the tape measure is flat and straight across your back. Pull the tape tight to ensure an accurate measurement, and measure in centimetres or inches right around your ribcage.  Band size measuring For your cup size, repeat the above measuring technique but this time measure across the fullest part of your breasts at the front. Also make sure that the tape measure is very loose and movable around your bust, as this is the figure you require.  Cup size measuring Please note that while the above measuring techniques are generally reliable, every woman's shape is different and therefore results may vary slightly, particularly for larger sizes, and post mastectomy underwear. We therefore recommend that you try more than one choice of size to ensure you get the perfect fit, or have yourself professionally measured. Best bra-fitting tips
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