Returns Information

Returns Info

Order Cancellations

Under the United Kingdom’s Distance Selling Regulations you have the right to cancel your order for a full refund.

Order cancellations must be made in writing, quoting your order number to returns@burntsoul.com. If the item has already been posted then you will be liable for the cost of postage. You are also responsible for returning the item to us.

Returns

If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition* within 14 days of receipt. We will issue a refund on receipt, or exchange the item for a different size / colour if preferred. However delivery charges are only refundable if you have cancelled your entire order before it is sent out or where the goods are faulty and a refund is made.

Please note:

  • The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
  • The cost of returning the item to us is your responsibility.
  • The parcel can take up to 7 working days to be returned to us, unless sent via special delivery.
Return your items to the below address and include a copy of your invoice in with the parcel. Please indicate whether you need a refund or exchange on the invoice:

Burnt Soul Returns
157-179 Kingsland Road
Bristol
BS2 0QW

Please note that we do not accept returns or exchanges on bespoke items.

Faulty Item

If the item you received is faulty, please contact returns@burntsoul.com quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.

I received the wrong item

If the item you received is not what you originally ordered, please contact returns@burntsoul.com quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

My item was not delivered

If, in a rare event, the shipment is not delivered within the guided timeframe given, please contact joinus@burntsoul.comΒ to notify us. Whilst these guidelines are usually accurate, unless guaranteed Next Day delivery or Express International, they are only a guideline. An item is not deemed lost until 21 days from shipping date in the UK, or 28 days internationally. Β If we receive your parcel back from our courier as the address given was incorrect, you are responsible for the cost of reposting.

 

*Note: when trying on items of clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.