Refund policy

Returns & exchanges

This policy applies to all orders shipped within the United States.

Made to order

Everything at BUT™ is made to order. We don’t keep a warehouse full of stock. When you place an order, we make that piece for you. It’s less waste, and every item gets real attention. It also means we can’t take returns or offer refunds if you changed your mind, ordered the wrong size, or just don’t love the color in person.

So before you order, take a minute to check the size chart and product details. If you’re unsure about anything, email us at hello@but.city. We’d rather answer a question before you order than have you end up with something that doesn’t work for you.

If something isn’t right

Sometimes things go wrong. A package gets crushed in shipping or the wrong item ends up in the box. If that happens, it’s on us, and we’ll make it right.

We’ll replace or exchange your item if:

  • it arrived damaged
  • it has a defect in materials or printing
  • you received the wrong item, size or color

How to let us know

  1. Email us at hello@but.city within 3 days of delivery.
  2. Include your order number.
  3. Attach clear photos of the item, the problem, and the packaging it came in. For shipping damage, a photo of the box or mailer helps a lot.

We’ll look at it and get back to you within a couple of business days. If everything checks out, we’ll send a replacement of the same item or let you exchange it for another one of equal value, whichever you prefer.

Please don’t send anything back unless we ask you to. If we do need the item back, we’ll send you a prepaid shipping label, so it won’t cost you anything.

What’s not covered

  • change of mind, or ordering the wrong size or color
  • normal wear and tear
  • damage from washing or care that doesn’t follow the instructions
  • claims sent more than 3 days after delivery

Changes to your order

Since we start working on orders soon after they come in, please email us right away if you need to change something. We can’t promise it, but if we haven’t started yet, we’ll do our best.

Questions

Anything else? Write to us at hello@but.city. A real person reads every email.