FAQs
📦 Delivery
When will I get my order?
We need a bit of time to make and pack everything:
Woven blankets (made to order): 3-6 business days
Other products: 2-3 business days
Shipping after that:
U.S.: 4-7 business days
We do our best to keep things moving fast - most orders arrive quicker than expected.
Is shipping free?
Yes - shipping is free on all U.S. orders over $99.
Can I pick up my order?
At the moment - shipping only.
My tracking hasn’t updated - is that normal?
Sometimes carriers take time to update.
If it’s been a while - reach out and we’ll check it.
Where does my order ship from?
We have multiple warehouse locations.
Depending on what you order, items may ship from different places to get to you faster.
Will my items arrive together?
Not always.
If your order includes multiple items, they might be shipped separately from different locations.
This helps speed things up - but means you may receive a few packages instead of one.
Each one will have its own tracking.
Do you ship worldwide?
Right now - U.S. only.
Working on expanding ASAP.
What if my package is delayed?
Delays can happen during transit.
We’ll help track it and figure out the next step.
🧾 Orders
Can I order in bulk?
Yes - contact us for larger orders or projects.
How do I track my order?
You’ll get a tracking link by email once your order ships.
If you don’t see it - check spam or reach out.
My order hasn’t arrived - what should I do?
Before contacting us:
1. Double-check your shipping confirmation
2. Ask your local post office
3. Check with neighbors
Still nothing?
Send us a message - we’ll help sort it out.
I entered the wrong address - what should I do?
Email hello@but.city as soon as possible, ideally within 12 hours.
If your order hasn’t shipped yet, we’ll fix it.
If it’s already on the way, we’ll try to help, but we can’t guarantee changes.
Can I cancel or change my order?
Yes, within 12 hours of placing it - email hello@but.city.
After that, your order is already in production and can’t be changed.
🔁 Returns & Refunds
What’s your return policy?
Every order is made individually for you, so all sales are final - we can’t accept returns or exchanges.
My item arrived damaged or wrong - what do I do?
We’ll make it right. Email hello@but.city within 3 days of delivery with:
1. Your order number
2. Photos that clearly show the issue (and the package, if it arrived damaged)
We’ll send a replacement or refund you. Claims sent later than 3 days or without photos can’t be accepted.
Can I exchange size or color?
We don’t offer exchanges - every order is made individually.
Please double-check size and product details before ordering.
🧵 Product
Are the blankets printed or woven?
All blankets are fully woven.
No surface print - the design is part of the fabric, so it doesn’t crack or fade.
What are the blankets made of?
100% cotton, woven to order in the USA.
How do I wash woven blankets?
Machine wash cold (up to 30°C / 90°F) on a gentle cycle with a mild detergent. Line dry or tumble dry on low heat.
How do your blankets feel?
Textured and woven - not printed.
More like a piece of art than a regular blanket.
Do sizes run true?
Yes, but we always recommend checking the size chart before ordering.
Are your pieces unisex?
Yes - most of our products are designed to be worn by anyone.
💡About
How often do you release new items?
No fixed schedule.
Drops happen when the work feels right.
Why black and minimal palettes?
Because it lasts.
Simple colors age better and stay relevant.
What inspires BUT™?
Architecture, street culture, movement, and everyday visual noise.
Cities and people are the main reference.
Do you collaborate with others?
Occasionally.
Only when it feels aligned with the brand.
Who creates the designs?
Everything is created by Oleksandr But.
Between tattooing, drawing, traveling, and building this world.
What’s the long-term vision?
To build a complete visual world - across products, spaces, and collaborations.
📩 Support
How can I contact you?
Email hello@but.city, DM us, or use the request form.
Do you have customer support hours?
We respond daily, except Sunday.
Can I DM you on Instagram?
Yes - but for order issues, email is faster and more reliable.
I didn’t get a response - what should I do?
Check your spam folder or send us another message.
What info should I include in my message?
Your order number + a short description helps us respond faster.
Can I contact you before placing an order?
Of course.
We’re happy to help with any questions.
