We hope you love your Burnt Soul purchase to bits but if it's not quite right, simply 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. 

UK Returns

• UK returns are free of charge and tracked with Royal Mail
• Simply generate a label by clicking on the link below and following the instructions on our Royal Mail portal
• 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

• Fix the half of the returns label with our address on, to the front of the packet. Fill out the other half and add alongside your returned goods and send back to us.
• As International returns are your responsibility until delivered back to us, we suggest you insure 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

*Note: when trying on our pieces, please ensure that you are not wearing perfume, deodorant or creams that may leave a scent or marks on the item. We will be unable to accept the return of any item where there's evidence that these instructions have not been followed. For items that are returned in an unsaleable condition, there will be a £10 dry cleaning fee deducted and if, after cleaning, the item is still deemed non-saleable, we will contact you to discuss further.

FAQ'S

Can I return custom made, bespoke or altered items?

Any piece which is made up of your specific requirements, like a change of leg length, panel swap or bespoke catsuit, are non-returnable. Items that are made to order (made after purchase), like kids catsuits or the Stargazer catsuit, are still returnable.

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?

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.

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 send us an email here 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 item wasn't 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 the due date in the UK and 10 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. Please check your junk if you can't see it immediately.

If we receive your parcel back from our courier as the address was given was incorrect, you will be responsible for the cost of reposting.

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

Can I cancel my order?

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.

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