Feedback splits between high praise for the shoes and recurring service problems. Many reviewers point to comfort, fit, and vegan materials as standout positives. Numerous complaints mention missing deliveries, returns that go missing, and refunds that never arrive. People also often cite poor contact, including automated replies and emails that bounce.
Examples from available reviews (Jul 2017 – Feb 2026).
Paid for shoes and shipping but never received them or replies.
“It’s a scam, don’t buy from them.”
Been waiting over two months for a refund and chased multiple times.
“their customer service is a disgrace.”
Very comfortable and versatile shoes, happy to reorder.
“They are incredibly comfortable”
Returned sister's shoes and received a replacement promptly without fuss.
“sent a replacement pair without fuss.”
Reviews frequently describe problems with shipping and return handling. Multiple people report deliveries that never arrive, returned items that get lost, and refunds that take weeks or months. Fewer reviews mention smooth fixes, such as a replacement sent quickly and without hassle.
Several reviewers say the shoes are good value when they arrive, often mentioning comfort and buying again. Positive views on value link to versatility and durability. A minority describe poor value when delivery issues go unresolved or refunds take too long.
Experiences vary mainly with delivery and tracking. When shipping and tracking run smoothly, reviewers mention fast delivery, tidy packaging, and items that work well as gifts. When delivery or tracking breaks down, they describe long waits, unreliable tracking, and advise paying with PayPal.
Many reviews praise comfort, easy wear, and the practical design. Some mention vegan materials and recommend ordering one size up for the best fit. A few report issues such as peeling, or disappointment about the country of manufacture.
Many reviewers describe slow or absent replies, automated responses, and emails that bounce back. One reviewer says they were added to a marketing list without consent. Some people report fast, effective contact, but these comments appear less common than complaints about communication.
Reviews show a sharp split between happy customers who praise comfort and buy again, and unhappy customers who report fulfilment and service failures. Positive comments highlight fit, packaging, and quick delivery. Negative ones focus on missing orders, slow refunds, and support that does not respond.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · Reviews (12) · Reviews (1) · Quotes shortened · As of: February 2026
Returned shoes lost and customer service failed to resolve the issue.
“Very bad customer service.”
Paid for shoes and shipping but never received them or replies.
“It’s a scam, don’t buy from them.”
Product started peeling and subsequent emails went unanswered or bounced.
“the domain doesn’t exist”
Been waiting over two months for a refund and chased multiple times.
“their customer service is a disgrace.”
Delivery failed and company did not respond to contact attempts.
“Bad services and cheat on customer!”
Shoes not received and only automated replies were sent.
“We aim to get back to you in a few days.”
Second order sent to wrong address and company unresponsive about delivery.
“Butterfly twists unresponsive”
Second pair arrived promptly and the shoes are still going strong.
“just love them.”
Recommend ordering if not in a rush; service and quality were good.
“service was A+”
Ordered in July and still waiting; customer service unresponsive.
“Still waiting on my shoes!!!”
Shoes arrived after several weeks; tracking unreliable and PayPal recommended.
“tracking the parcel does not work.”
I was added to their mailing list without consent and will request data.
“I have somehow been added to their maling list”
Disappointed shoes are made in China; won't buy anymore despite liking style.
“Their shoes aren’t made in the UK”
Customer service dismissed complaint about poorly fitting socks and offered only return.
“I was free to return them”
Received wrong sizing; shoes were too short and cannot now be returned.
“I ordered UK size 8, and was sent a continental size 41.”
Trusted, well-made shoes from a UK brand gave confidence and practicality.
“made in the UK brand”
Very comfortable and versatile shoes, happy to reorder.
“They are incredibly comfortable”
Bought three pairs as gifts, delivered punctually and well received.
“all were delivered on time”
Returned sister's shoes and received a replacement promptly without fuss.
“sent a replacement pair without fuss.”
Products are very comfortable; customers should order one size up.
“Great products, very comfortable.”
I researched Butterfly Twist online store for a month before I placed my order of 6 pair of Casa Olivia Black. After reading all the great reviews and seeing the customer service replies (which were amazing) I decided to take a chance and it was the best decision ever! I was very skeptical about ordering shoes online, but these were way cheaper than if I would have bought them in the states.
This is a great website. The quality of the products are very good and all of them are very fashionable.
All in all - great experience and will definitely be ordering from here again!
Reviewer appreciates shoes being made from vegan material.
“Love the fact they are vegan material :)”
Delivery was very fast and shoes were very comfortable.
“Delivery was super quick and shoes super comfortable!”
Bought as a birthday gift; packaging was nice and recipient happy.
“really nice experience with the packaging and all.”
Positive experience; quality exceeded expectations for the price.
“Brilliant experience.”
Received both pairs after 3–4 weeks; tracking failed and PayPal recommended.
“I finally received my both pair of shoes.”
Ordered in July and still has not received the shoes.
“I still haven’t received any of the shoes.”
First pair very comfortable and versatile; will order again.
“They are incredibly comfortable and the colour is gorgeous.”
Reviewer calls company the worst they have dealt with.
“Worst company i have ever dealt with.”
Repeat customer happy with both service and shoes.
“Happy with service and shoes”
Shoes and packaging were beautiful; service was rapid and efficient.
“Rapid and efficient service.”
Shoes soft and comfortable; sizing tool helped choose correct size.
“Soft and comfortable, I love my new ballerinas :)”
Ordered three pairs online; they arrived quickly and fit perfectly.
“they arrived quickly and fit perfectly.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Butterfly Twists is a UK footwear brand selling compact, foldable ballet flats and casual shoes. Its online store provides product details, sizing advice, and material information. Some ranges use vegan materials. The brand sells direct to customers and via selected retail partners. Product pages often stress travel-friendly packing and easy, compact storage.