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RETURNS

We hope you are head over heels in love your Burnt Soul purchase but if it's not quite right you can return the item/s to us in their original condition* within 14 days of receipt for a refund or within 30 days for an exchange or credit note.

Ideally we want to get you a size that fits like a glove first time... reducing our carbon foot print and maximising catsuit time! If you do need to exchange or return then we do offer free returns to our UK customers - As a small business, this isn't a service we offer lightly and is in place to aid you to your perfect piece. If we feel it's being taken advantage of then we are within our right to limit or stop the free returns service at any point.

If you need more help on sizings and styles, drop us an email or call the studio on 01173 123 253. Our team are are incredibly knowledgable about all things stretchy and fantastic and will be able to give you the best advice.

*Note: We love sending items out to try. If you are expecting to return items then we just ask that they are returned in the same condition you received them in. When trying on its best if you are free of perfume, powdery deodorant or creams to avoid marking the garment. Keep away from strong smells or any little fur balls that love a box to curl up in! If an item is returned in an unsaleable condition you could be subject to a £10 dry cleaning fee or even refused a refund.  

Returns Form

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Thank you!

UK Returns

  • UK returns are free of charge and tracked with Royal Mail*
  • Fill out the returns form above
  • Generate your label from the link below
  • Fix the label to the front of your parcel and drop off at any post office
  • No printer? No problem... just follow the instructions on the portal

International Returns

  • Fill out the returns form above
  • Package the return securely and add our return address
  • Make sure you mark the goods as 'Returned goods' to avoid any import charges
  • International returns are your responsibility so we suggest you insure the return to cover against loss or damage and keep hold of the proof of postage

 

Return Address

Burnt Soul Returns

157-179 Kingsland road

Bristol

BS2 0QW

 

FAQ'S

Can I return custom made, bespoke or altered items?

All our bespoke items are non returnable due to the custom nature of the pieces however there are a few items that are excluded like some of the cycling shorts and custom pieces that are bought when a size is missing from our stock items. These need to be bought with the standard options to remain returnable. I.E, Have a 31"-33" Leg length and the same fabrics as the stock piece.

When will I receive my refund?

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 returns@burntsoul.com to confirm whether we have received the return. 

Can I exchange my item?

Yes, we accept exchanges on full price and sale items returned to us in a 28 day window. We will cover the cost of re-delivery for an exchange if you require a different size in the style you originally bought. In the event that we don't have your alternative size in stock, we will contact you for further instruction.

I think my Item is faulty

If you believe the item you received is faulty, please contact returns@burntsoul.com quoting your order number, name, details of the product and the fault. Any pictures that you could send would be very helpful!

Do you offer repairs?

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 drop us a message below and we can quote for the repairs.

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 parcel hasn't arrived

Whilst these guidelines are usually accurate, unless you have ordered with a guaranteed Next Day delivery service or Express with DHL service, then they are only a guideline. An item won't be deemed lost until 10 working days after the due date in the UK and 21 working days after the due date for the international post. For up to date tracking on your parcel follow the tracking link we will have sent you once the item is despatched. Check your junk if you can't see it immediately.

If we receive your parcel back as the address given was incorrect, the cost of reposting will be chargeable.

We're not responsible for stolen parcels or delays by the courier.

I've returned my item but you haven't received it

As you are responsible for your parcel until it reaches us, we recommend sending it back recorded delivery and keep hold of any return postage receipts.

I'm returning from abroad and it might not get to you in the 14 day refund window

More than ever we are experiencing delays with post but we have your back. As long as the item has been sent back to us within the 14 day window, we will honour the refund.

Can i cancel my order?

Sure! Either drop us a message below or email us quoting your order number to returns@burntsoul.com. If the item has already been shipped then you will still be charged for shipping and will also be responsible for the return the order.