Orders sent with standard delivery will be sent via our Royal Mail 24 service - This offers a 93% delivery success rate for next day but is not guaranteed and can take up to 3 working days for delivery.
Has your estimated delivery date elapsed? please allow a few extra days for your order to be delivered (especially during busy times). our carriers are always doing their best to get your order to you, so make sure you keep an eye on your tracking link for the latest updates.
Standard Royal Mail post usually takes 1-3 working days to arrive but we are unable to class the parcel as lost unless 10 working days has passed.
If your order doesn’t arrive or is missing something, please let us know within 30 days of the date by which your order should have been delivered and we’ll do our best to help you. if you do not notify us within 30 days we will be unable to investigate or replace any missing items.
If the order is yet to go out then let us know as soon as possible and we can amend the details as long as the order is still with us.
Once sent, we're unable to amend any details.
20% VAT will be deducted at the checkout on orders made from outside the UK. This is to cover the fee's you will be charged when the parcel enters your coutry.
As a buisness, we are unable to class parcels as gifts.
Yes we do. The times can vary depending on where you are. Please contact us before ordering express international orders if you need it for a specific day as we can check when booking this in.
If you would like to collect your order please select the collection option at the checkout. Same day collection is for non-customised items only.
Once your order is ready we'll send you an email when it's ready to pick up.
Our studio opening times are Monday - Friday 9am to 5pm, this does not include public holidays.
Please check with your neighbours and anyone else living with you to see if they have received it on your behalf. Please also check in any safe places the parcel could have been left.
If you're still unable to locate the parcel, please contact us via our contact form below and quote your order number and delivery address in the message.
Once the parcel has been sent we're no longer able to change the address.
We can amend the shipping as long as the order is still with us. Please allow enough time for us to send our any additional payment requests if they are needed.
No. You will need to use the saturday delivery option as the 'Next Day Delivery' service is only available from Monday to Friday.
As long as the original order hasn't yet left us and we have time to intercept it then yes we can. Drop us a message here including the order numbers you want to combine.
Our post cut off is 4pm so if you order before then with next day delivery (next saturday delivery if ordering on friday) then you will revieve the item by 1pm the next working day.
We send via royal mail and their next day service needs to be signed by someone at the address given.
Once the parcel has left us, we're unable to change this.
Yes you can. It's the same for sale and non sale items. You have 14 days to recieve a refund and 30 days for an exchange or credit note.
Once an item has been altered or made to specific requirement, it can no longer be returned.
We process all refunds between 1-3 working days from receiving the item/s. If you've not had a notification or update from us after 3 working days from the expected return delivery date, please check your tracking and email firstname.lastname@example.org to confirm whether we have received the order.
As made to order pieces are different to customised items, the standard returns policy will apply.
To reduce our carbon footprint we will always hold your order until everything is ready to send together. We can send seperatly although a seperate post charge will be needed. Drop us a message here with you order number if you'd like to do this.
Once an order has been placed, it is not possible to offer a partial refund due to further price reductions. By placing your order early, you also guarantee better stock and size availability. Please feel free to place a new order at the reduced price if the size you desire is still available and you may return the more expensive order for a refund.
Firstly, check your junk inbox for your confirmation.
If you still can't find a confirmation then your your payment may have been declined and your order abandoned.
Your bank usually returns this payment to you shortly after the attempt. Your bank is the point of contact if you want to chase the returning funds.
To confirm an abandonded order you can drop us a message below including your full name and time of the attempted order.
Firstly, we're very sorry if you've recieved a faulty item. If you believe the item you've received is faulty, please email email@example.com quoting your order number, name, details of the product and the fault. Any pictures that you could send would be very helpful in dealing with the issue as quickly as possible.
If the item you received is not what you originally ordered, please contact firstname.lastname@example.org 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.
We don't have any stores but you're more than welcome to come and try on in our studio in Bristol. Please contact us before hand as we are a working studio and not always free for visitors.
Parking around the studio is limited - we suggest visiting later in the day if you need to park close to the studio.
Check out our contact us page for a map to the studio.
Yes, we do! Just add our leg alteration product, along with the items you want altering, to your order.
We've all been there... there's no such thing as too much fun but sometimes your Burnt Soul may get into some trouble. We hate the thought of a good catsuit going to waste so if you need a panel replaced or seams restitching then we're here to help. Check out our repairs page for more infomation or send us an email here and we can give you a quote.