FAQ - Butch answers your questions

How can I place an order?

Once you have chosen a product, you can add it to your shopping cart. Simply click on the "Add to Cart" button. A notification will appear in the top right corner of the screen indicating how many products are in your cart. When you hover your mouse over the shopping cart icon, the products you have recently added to your cart will be displayed. Products in your cart are only reserved for you after you have completed your order. In addition to ordering conveniently in our shop, you can also order by phone. Here you will find our contact information.

How can I open a user account?

Are you already a Butch customer or would you like to register immediately? Then please click here. It is generally recommended to open a user account, as you have several advantages. With a user account, you always have access to your current and past orders. You can also change your user account information at any time. These include your email and password information, as well as your address book for billing and delivery addresses. You can also view all your product reviews, create and send a wish list, and manage your newsletter subscription. Here you can access your user account.

What options does the shopping cart offer me?

In the shopping cart you will find an overview of your selected products. Here you can quickly and easily change the number of products or remove products again. Furthermore, you can also redeem discount codes and take advantage of your free gift as soon as you reach the necessary value of goods. In addition, we inform you about the total amount of the selected products, the shipping costs and the included value added tax. To activate the ordering process, simply click on the checkout button.

Can I cancel a product or my order?

If you have ordered the wrong product or would like to change your mind at short notice, simply contact us by email or telephone. We will respond to your wishes immediately: Tel.: +49 211 447 339 0 or E-Mail: [email protected]
Please note: Address changes are not possible afterwards if the order is already in the shipping process. You can specify your new address when you place a new order. It is best if you change the address yourself in your user account. This ensures that the information is correctly transmitted for your next order.

What payment options do I have?

We offer the most common payment methods. Including purchase on account. More information about all payment methods can be found here.

Shipping costs & delivery restrictions

We offer worldwide shipping. More information about shipping costs & delivery restrictions can be found here.

Can I also have my order delivered to a parcel station?

Of course you can also have your goods delivered to a parcel station. Enter the necessary information in the delivery address during the ordering process. If you do not know the number of your parcel station, you can search for it here:
Link to parcel station search
Please note that payment by invoice is not possible for deliveries to a parcel station.

What is the status of my order?

After completing your order, you will receive a confirmation from us by email including your order number. In your user account you can always inform yourself about the status of your order under "My orders". As soon as our hard-working employees have shipped your goods, we will inform you by email. This email also contains the DHL consignment number so that you can track the delivery yourself. Use this link to track the way of your package.

How do I return a product?

Detailed information on the procedure for returns can be found on the Returns / Returns page.

How to buy vouchers from Butch.de

Choose a voucher with your desired amount and add it to the cart. After purchase, the voucher will then be sent to the email address you provided in the checkout process as a separate email with all the necessary data for the voucher.
You will receive a link in your email that will take you to the print view of the voucher. You can send this link to anyone of your choice as often as you like. The email and the printable version contain the necessary voucher code that the recipient can redeem at the end of the checkout process. With the purchase of the voucher code, the voucher is immediately ready to be redeemed. The voucher is only sent as a print version by email. Therefore, no shipping costs are incurred for you. If you have not received the email with the link to the print version of the voucher, please check your spam folder or contact our customer service by email.

How to redeem vouchers from Butch.de

You select items from our range as usual and add them to the cart. The order value of your items must be at least equal to the value of the voucher to be redeemed. Now you need the voucher code that you received in the voucher email we sent you. Enter this voucher code in the "Discount Codes" field in the cart. Please pay attention to the correct spelling of the voucher code (without spaces)! The voucher value will be deducted from the amount to be paid. You will then be guided through the checkout process as usual to complete your order.

What happens to my gift voucher after a return?

Of course, a gift voucher retains its value. Please contact us so that we can reactivate the voucher.

How can I redeem a promotional voucher?

We regularly provide our customers with promotional vouchers. This way, every newsletter subscriber receives regular discounts in the form of a voucher code. This voucher code can be redeemed in the cart in the "Discount Codes" field. Please note that there are restrictions. For example, a promotional voucher can only be redeemed once per customer. Furthermore, promotional vouchers are time-limited and subject to a minimum order value.

Here you will find the conditions that apply to vouchers

Vouchers can only be redeemed once in our online shop Butch.de. Resale is not permitted. Vouchers cannot be paid out in cash. The order value when redeeming must be at least equal to the voucher value. Vouchers cannot be used to purchase further gift vouchers. We do not accept liability if the voucher recipient's email address contains spelling errors or is undeliverable for other reasons. We are not obliged to redeem a voucher if the voucher buyer has not paid for it. The General Terms and Conditions of Butch GmbH apply.