FREQUENTLY ASKED QUESTIONS

Products

1. How to hang on my baby mobile ?


Our mobiles are perfect suspended from the ceiling with a screw-in hook (included) and a
fishing line.
The mobile should be hung out of arms reach and then a little bit more. We don’t recommend to attach the mobile to a cot mobile am.

Please note that our products are not toys and are for decorative purposes only.




2. How can I take care of my The Butter Flying products?


In order to take care of your products, we recommend to clean dirty spots only. Handle your products with care and avoid long exposure to sunlight.




3. Where can I get The Butter Flying products?


You can get the The Butter Flying products in each of our retailers or get them online. Visit
our shop online or go to Etsy.




4. How can I pay my order?


Payment is due at the time of purchase.
Federal and Provincial taxes will be added to orders made in Quebec.
Federal tax will be added to orders made elsewhere in Canada.
Payment can be made via credit card or through Paypal, you don't need to have a Paypal
account to use this function, just press the Paypal option and follow the link to pay by credit
card.




5. How long does it take to receive my order?


Our items are custom made upon order, please expect 2/3 days for shipment.
Once shipped, here are possible reception delays, according to CanadaPost:
- Quebec: 3 to 5 days.
- Canada: up to 2 weeks.
- US: up to 2 weeks.
- International: up to 3 weeks.
We are sending items through Standard Mail so tracking is not possible.
If you want xpress shipping,insurance and tracking, please let us know.
It will cost at least $24 for the USA ( 2-3 open days) and up! it depends on the weight of the
item. ****BRAZIL,MEXICO,TURKEY,CHINA,SOUTH AMERICAN ORDERS****PLEASE
READ!****
We don't take orders for shipments to this countries, we have had many problems with
shipments there.
You will receive a refund or if you prefer we can send your order in an other country if you
have friends or family they can bring your mobile.




6. Can I customize the colors of a product?


We make custom orders. If you would like to change anything on the product, just let us know by adding a note to your order or contact us directly.




7. Can I exchange or return my order?


We accept returns and exchange
Contact us within 3 days after delivery
Return products within 7 days after delivery

We don’t accept cancellations
But don’t hesitate to contact us in case of any trouble with your order.
Following products can’t be returned
Given the nature of these products, unless they are damaged or broken, we can’t accept
returns: - Personalized order
- Items on sale If something is incorrect with the order, let us know asap and we'll fix it.
Your order is personally handmade for you with the highest attention to detail, craftsmanship
and design and we want it to be a good experience and love for you to be happy with your
purchase so if there is a problem please be in touch!
For any item that is returned, the shipping charges are your responsibility.
We will refund via PayPal as soon as the item is back in our shop.
Any returns would need to retain all packaging, unused and be in perfect order. Registered
shipping would need to be organised and paid for by the customer.
Any refund would exclude shipping and merchant fees.
Upon return, the goods will be inspected and a refund made within 14 days. Customized mobiles are not eligible for return or refund.
We do not refund due to change of mind, please ensure that you read item descriptions before purchase.




8. Where can I report a problem on the product I received?


If you face any problem with your order, please inform us via email:
thebutterflying@gmail.com. Don’t hesitate to check our contact page.




9. Where are The Butter Flying products made?


All our products are made in our studio in Plateau/ Rosemont in Montreal.




10. What is the manufacture process?


All our products come from Sylvie’s imagination, a French designer based in Montreal.
If you want to read more about Sylvie’s process, please check this blog article.




11. What are the materials used to make the products?


The materials we use to create our products are cotton, polyester, felt, brass and wood.
Pillows are filled with 100% made of polyester fibre anti-allergenic.




12. Are there promotions or sales on some products? Where can I find them?


We offer some promotions sometimes. Stay tuned by following us on Instagram page! Free shipping for Canada.




13. How can I communicate with the customer service?


You can give us a feedback by mail: thebutterflying@gmail.com. Go to the Contact page to
be informed about our opening hours.





Wholesale and collaborations

1. I would like to become a The Butter Flying retailer. How can I make a collaboration proposal?


We are honored by your wish to offer our products to your customers. Go to Wholesale
page to send us your collaboration proposal.




2. I am a blogger or an influencer and I would like to talk about The Butter Flying products. How can I make a collaboration proposal?


We are always glad to collaborate with people who are truly interested by our universe.
Contact us via thebutterflying@gmail.com to share with us your proposal.





Corporate

1. Where are the headquartes located?


The headquarters of The Butter Flying are in Montreal.




2. How can I apply to join The Butter Flying team?


If you are interested in our universe and if you would like to join us, please send your CV to
thebutterflying@gmail.com.





© 2008-2020 by The Butter Flying.