Returns & Exchanges

We hope you love your Burnt Soul purchase to bits but if it's not quite right you can simply return the item/s to us.

The returns window is 28 days from receipt for full price items and 14 days from receipt for sale pieces. You can request a refund, exchange (for UK customers) or store credit.

Custom and altered items are non-returnable. 

Original postage is non-refundable unless there has been an error made with your order. 

Trying before keeping 

These items have been made with love and care - please treat them like the queens they are. To ensure you receive a full refund please follow these steps when trying on your item/s.

• Ensure you're not wearing perfume, make up or have any creams or oils on your skin that could transfer smells or stains
• Wear underwear when trying on your items
• Make sure tags remain attached and undamaged
• If you have long nails, please take care with the mesh panels when pulling on the garments
• Return the item/s to us in the same manner they were sent to avoid any damage during transit

For items that are returned with marks or stains, there will be a £10 dry cleaning fee deducted from your refund if we can remove the stain - if not the item will be returned to you. 

UK returns

Use our fuss-free returns portal for secure and cost effective returns.

When returning for a refund, £3 will be deducted from your final amount. If you're returning for an exchange or store credit then there will be no return fee.

Please note, if you do end up returning your exchanged item, you will be charged for both returns.

If you are looking to exchange for another size, we will hold the replacement item for you for 2 weeks. If we have had no return within this time, or no tracking updates, then we will cancel the request.

Return your item/s...

• Open the RETURNS PORTAL using your order number and the email address you used to place the order. Make sure you including the hashtag (e.g. #10012)
• Select the item/s you would like to return and follow the steps to request a refund, exchange or store credit
• The Store Credit will be sent to you in the form of a virtual gift card that retains value. This means you can use it as many times as you want until the balance reaches 0
• Once accepted you can download your QR code
• Simply take it to your nearest post office to scan and send
• Be sure to keep your proof of postage

International returns

Our easy-peasy international returns are handled by our trusted third-party shipping handler. The return cost will be deducted from your refund or store credit. See table below for return costs.

Please note, we only offer refunds or store credit with International orders. If you need an exchange, please select the refund option and place a separate order for the new size or item.

If you decide to opt for store credit, the return fee will be reduced.

Return your item/s...

• Open the RETURNS PORTAL using your order number and the email address you used to place the order. Make sure you including the hashtag (e.g. #10012)
• Select the item/s you would like to return and follow the steps to request a refund or store credit
• The Store Credit will be sent to you in the form of a virtual gift card that retains value. This means you can use it as many times as you want until the balance reaches 0
• Once the return is accepted you can download your QR code
• Simply take your parcel and QR code to your nearest post DHL Service Point / Express Depot (shown in the portal)
• Once we receive and verify your returned items, your refund will be processed. If you don't hear from us within the allotted time, please email us HERE.

International returns cost

If you are returning internationally and no option is showing for your country, please get in touch HERE.

Returning repairs and alterations

If you're sending an item back for an alteration or repair then we ask that you cover the postage both ways on top of the cost for the work to be carried out. 

We will send you an e-bill once we have received your item back to fix.

For more information on repairs and alterations click HERE.

FAQ's