Order

I'm getting an error while placing an order, what should I do?

If you encounter such a situation, you can send an email to [email protected] with a screenshot of the error page and your contact information. An investigation will be conducted regarding the issue and you will be informed as soon as possible.

I made the payment but my order did not go through. What should I do?

If you think that the order amount has been charged to your credit card but your order has not been processed, you can call our Call Center at 0850 800 34 87 (weekdays 09:00 - 18:00) or send an email to [email protected]. Your account will be reviewed and you will receive feedback regarding the issue as soon as possible. Please note that sending a screenshot or receipt along with your request will expedite the investigation process.

Can I return the products I purchased from your website to your store?

We cannot process returns at our stores. You will need to return your order and create a new one.

How can I access my e-invoice?

Your e-invoice related to your order is automatically sent to the email address you provided when you registered on our website.

Where can I view my orders?

You can view your orders from the "My Account" page under the "My Orders" tab.

Can I change my information during and after ordering?

If you have not completed your order yet, you can change your delivery and invoice name, address information, product and quantity information you want to purchase. Product and address changes cannot be made in completed orders.

Can I change the address in my order?

The products you purchased can be shipped from different locations based on the delivery address you specified. Therefore, address changes cannot be made in your order. You can cancel your order and place a new order with your new address for address change requests.

Can I change the products in my order?

Changes cannot be made to the products and quantities in your order. You can cancel your order and place a new order for the product and quantity you want to purchase.

Can I cancel the products in my order?

You can request the cancellation of the products in your order through our website. Your request will be reviewed by our relevant teams and you will be contacted regarding the issue.

Can I exchange or return the product I purchased in your stores?

Exchanges or returns for the products you purchased from our Butterfly website cannot be made in our stores. You can create a return request on our website for the products you want to return and complete the process in 3 easy steps.

Can I return the items in my order?

Return procedures vary depending on the products.

Hygiene-specific products such as mattresses, pillows, and duvets cannot be returned if the packaging has been opened or the products have been used. Especially when purchasing mattress products, it is important to check the size of the base and bed frame you will use to place the mattress before placing an order.

Items such as bases, headboards, and bed frames cannot be returned after installation due to losing their resellable properties. Therefore, before placing an order, it is important to determine the dimensions of the area where you will use the base and bed frame, and check the size information on our product detail page.