Answers to our most frequently asked questions

Returns & Exchanges
How do I return or exchange a product?

You can return or exchange unworn and unwashed products within 30 days.

If you wish to exchange or return products you must fill out the exchange form within thirty (30) days after receiving the parcel.

Please note that we can't accept exchanges 30 days after you have received your parcel. Read our returns and exchange policy for more information and guidance.

Regarding returns, you will be credited with the GBP amount of the returned item in the form of a Burnt voucher or refunded in the same method as per your original purchase. (Please note: No returns/credit on the shipping costs).

Burnt does not accept responsibility of customer sent return or exchange packages; so it is advised that when shipping returns or exchanges that meet the required criteria, customers should select a service that provides tracking, such as our courier service.

Duty, tax and/or shipping costs incurred on an exchange or refund order is at the customers’ expense and cannot be refunded unless the item is deemed faulty by a Burnt representative.

Burnt cannot be held accountable for banking institution processing time frames.

Please note, that we can not guarantee the exchange of limited edition items since certain sizes might be out of stock and not made anymore.

When will I receive my refund?

Refunds will be processed within +-4 business days of Burnt receiving the returned parcel. Your gift card will be sent to the email address that you contacted us on.

On non-sale items, we can offer a refund in the same format as you made the purchase in.

Please note that the product(s) will first be inspected upon arrival in our warehouse. If we find that the products is not in the original condition with original packaging and swing tags attached, we have the right to reject the return. We will send the product back to you.

Can I change my shipping address after I have placed my Burnt order?

If you have placed an order with us and realise shortly after placing your order that you put in the wrong address, misspelled a word or made a mistake with your postal code - don’t stress, we can help!

(Scenario A)

If you realise the mistake DIRECTLY after placing your order, and the order has not yet been shipped, then our team can help. Please call us urgently on: +44 7 418355367

(Scenario B)

If you want to change your address but your order has already been shipped, then you need to reach out to our courier company. You will have to give them a call and ask them to change your address on their side. We cannot change your address after your order has been shipped.

You will receive your local courier company's contact details in the confirmation email from them. 

 *To know if your order has been shipped, please check your emails. You will have received a confirmation email.

Please note: On Sale days we cannot change a shipping address.

Can I change my order?

Unfortunately we cannot accommodate changing an order after it has been placed.

If you want to change your order, you can simply log an exchange once you have received the parcel. You can find the exchange form here

How does shipping work when I purchase a gift card online?

Our virtual gift cards are digital items so there are NO shipping costs!

Your virtual Gift Card will be sent to the email that you provided at checkout. 

What payment options can I use on Burnt orders?

You can purchase on our website using a debit or credit card including American Express, and we offer Paypal, Apple Pay, Google Pay, Shop Pay. You can also use a Burnt gift card. 

Who should I contact for courier/delivery issues?

If you have any queries before your package is on its way to you, you're welcome to contact us at support@burnt.co for assistance.

How long does it take to get my package?

Local delivery time is 1-5 business days (depending on delivery location).

International delivery time is around 7 business days. 

Delays may occur as a result of customs clearance or availability on air freight planes. 

You will receive an email as soon as your order has been shipped. The email will include a tracking number and a link to where you can track your order.

NOTE: The customer is responsible for any and all taxes and duties that the package attracts when entering the destination country. Burnt Group UK cannot be liable for any additional costs that the package might incur.

How can I track my parcel?

After your order has been dispatched, you will receive a notification email which will also contain your tracking details.

Do you have a pick-up option for online orders?

No, we do not have a pick-up option at the moment. We strictly do not allow sales, returns, or pick-ups from our warehouse.

Will you be restocking previous seasons/ranges?

We rarely ever restock products or ranges.

If the demand is really high or a products simply sells out way too fast, we will consider a restock.

How do I become a Burnt Partner / Athlete?

The majority of our partners or athletes are found in our tagged posts! If you feel like you are a great fit to be a Burnt partner and can bring a lot to the table, make sure that you post great content and tag us!

Sizing & fit
If I’m a certain size at other large activewear brands, what size will I be at Burnt?

Our sizing is on par with most big international brands. The best advice we can give you is to order the size that you would with most major international brands.

Each product also has a size guide that you can reference if you are unsure. You can find it here

And remember, if the fit isn't quite right, returns are easy.

I am not sure if the tights will be too long / short for me? Please advise.

Our tights are made from incredible 4-Way Stretch fabric! This means that the tights adapt to your body length-wise as well as width-wise.

You can simply move/pull the fabric to where it fits you the best!

If you want to see how to make the tights fit your length, you can watch this video to give you guidance and see the magic fit of our tights: Informative Instagram Reel

Contact us

Give us a call on +44 7 418355367 and follow the directions from the prompts or send an email to: support@burnt.co

Customer Support Hours:

Monday to Friday - 07H00 TO 14:30 | Closed on Saturdays, Sundays and Public Holidays.