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 or store credit.

Custom and altered items are non-returnable. 

Original postage is non-refundable unless there is an error we have made with your order. 

Returns Extension for Christmas: Any orders made from the 17th of November will be eligible for return up to the 12th of January.  

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

As of the 27th of October, we are removing our free returns options. You will still be able to use our returns portal for easy and secure returns but £3 will be deducted from your final refund

Return will still be free if you exchange or opt for a credit note instead of a refund. If you do end up returning your exchange you will be charged for both returns.

To return an item or items from your order...

  • Log in to your Burnt Soul account
  • Follow the steps to request your return
  • Return requests will be accepted or declined by us during office hours (8am-4pm)
  • Once accepted you will receive instructions via email on how to generate your returns label
  • You will be able to organise a collection or drop off with printer-less options available 

International returns

To return an international order, visit our international returns portal and follow the steps.

If you are returning from the US, Canada, Germany, France or Australia you will be able to pay for, and generate, a returns label within the portal.

For customers returning from other countries, you can generate a returns address label within the portal to take to your local courier.

If you do send back using your own method then we suggest insuring the return to cover against loss or damage.

Make sure you mark the goods as 'Returned goods', otherwise you may be liable for import charges. Any charges we incur will be deducted from the final refund.  

Click HERE for our return address.

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 returns click HERE.



No, any items returned late (28 days for full price and 14 days for sales items) won't be eligible for a refund.
The only time this does not apply is for Christmas gifts when the returns window is extended to the 10th of January.
If you are buying an item as a gift and need an extension, please contact us
Yes you can although we ask that you cover the return postage and re-postage as the alteration service is free.


Yes you can.

Exchanges - We process exchanges as soon as we receive your return as long as we have your item in stock. If not we will be in contact with your options. Exchange items are sent free of charge with Royal Mail 48 which takes between 2-4 working days to deliver.
Refunds - These usually take 1-2 working days to process once we receive your return. The speed at which the money shows back in your account will depend on your bank. In most cases it's within a few hours but it can take longer. You will get a refund notification from us so if its taking a long time then we suggest contacting your bank.
Items bought with gift cards will be returned to a gift card.
In the rare event that you get an item that you didn't order, get in touch with us and we will organise an exchange as quickly as possible.


Yes you can. Please include your packing slip with your return and a note of what you'd like it exchanged for.