If you are not completely satisfied with your purchase, simply return the item/s 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.
- 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
- Delivery charges are the responsibility of the customer unless there is a fault with the item
- We don't accept returns or exchanges on any custom or bespoke pieces
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International orders: When returning items from abroad make sure you class your parcel as a return. Any tax charges we incur will be deducted from your refund or exchange
Return your items to the below address with your completed returns slip:
Burnt Soul Returns
157-179 Kingsland Road
Bristol
BS2 0QW
*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.
For items returned dirty, there will be a £10 dry cleaning fee deducted. If, after cleaning, the item is still deemed non saleable, we will contact you to discuss.
Refunds
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 within this period of the due date of your package please check your tracking and email returns@burntsoul.com to confirm we have received the return. In the event that we don't have your exchange request in stock we will contact you for further instruction.
Faulty Items
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.com to notify us. Whilst these guidelines are usually accurate, unless guaranteed Next Day delivery or Express with DHL, they are only a guideline. An item won't be deemed lost until 7 working days after due date in the UK and 10 working days after due date for internationally post. If we receive your parcel back from our courier as the address given was incorrect, you are responsible for the cost of reposting.
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.
