Returns & Exchanges

We hope you adore your Burnt Soul piece — but if it’s not quite right, you can return it to us fuss-free.

  • Full-price items → return within 28 days of receipt

  • Sale items → return within 14 days of receipt

  • UK customers → refund, exchange, or store credit

  • International customers → refund or store credit only

⚠️ Custom-made and altered items are non-returnable.

⚠️ Original postage is non-refundable unless we made a mistake.

 

Trying on your order

Every Burnt Soul piece is made with love — so please treat them like the queens they are:

  • Avoid wearing perfume, makeup, oils, or creams when trying on

  • Always wear underwear

  • Keep tags attached and undamaged

  • Take care with long nails and mesh panels

  • Repack the item as you received it to avoid damage in transit

🔸 If items are returned marked or stained, a £10 dry cleaning fee will be deducted (if the stain can be removed). If not, the item will be returned to you.

 

🇬🇧 UK Returns

Use our easy Returns Portal for secure, cost-effective returns.

  • Refunds → £3 fee deducted

  • Exchanges / Store credit → no return fee

We’ll hold exchange items for 2 weeks. If your return hasn’t arrived or has no tracking updates, the request will be cancelled.

 

🌍 International Returns

Our international returns are handled by a trusted third-party partner. The cost of return is deducted from your refund/store credit (see table below).

  • Refunds OR store credit only (no exchanges)

  • Store credit users enjoy a discounted return fee

  • Refunds are issued once your return is received and checked

 

Return steps:

  1. Open the RETURNS PORTAL with your order number + email (don’t forget the # before your order number, e.g. #10012).

  2. Select the item(s) and choose refund or store credit.

  3. Download your QR code.

  4. Drop your parcel at the nearest DHL Service Point/Depot listed.

 

International returns cost

Country

Cost

Approx Local Price

Ireland

£8.50

€10

USA

£18

$23

Canada

£18

CA$30.50

Australia & NZ

£30

AU$58

Belgium, France, Germany, Luxembourg, Monaco, Netherlands

£12

€14

Austria, Denmark, Finland, Greece, Italy, Poland, Portugal, Spain, Sweden

£13

€15

Bulgaria, Croatia, Cyprus, Estonia, Hungary, Latvia, Lithuania, Malta, Romania, Slovakia, Slovenia

£20

€23.50

Rest of World

£40

–


 

Repairs & Alterations

Sending something back for a tweak or fix? You’ll need to cover postage both ways, plus the cost of the work. We’ll send an e-bill once we’ve received your item.

👉 Learn more about repairs here.

 

❓ FAQs

Can I return my items late?

No — 28 days for full-price and 14 days for sale items. Exceptions: Christmas gifts or pre-arranged extensions.


Can I return my catsuit for a leg alteration?

Yes! Alterations are free, but you’ll need to cover postage both ways.


Can I order two sizes and return one?

Absolutely.


How long does a return take?

  • Exchanges: A replacement will be sent in 1-2 working days once we receive your return.

  • Refunds: Processed in 1–2 working days after we receive your item. Your bank controls how quickly it appears, usually within hours. Gift card purchases will be refunded back onto a gift card.


I received the wrong item. What now?

Get in touch and we’ll fix it ASAP with an exchange.


Can I exchange for another style or size?

  • UK customers → size exchanges only.

  • International customers or style swaps → refund/store credit, then place a new order.

 

✨ See our Shipping Policy for more info.