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FAQ

FREQUENTLY ASKED QUESTIONS

 

PAYMENTS

 

How do I pay for my order?
We have a number of payment methods. Choose the one that is most convenient for you. 

For Domestic Orders :

  • PayPal (only Credit Cards, American Express or PayPal Balance is accepted)
  • Credit Cards (Mastercards, Visa & American Express)
  • Debit Cards / Cash Cards.
  • Online Bank Transfer (Email us at help@theburntsoul.com for our bank details)
  • Cash On Delivery / COD 
  • Paytm (Email us at help@theburntsoul.com for our Paytm number)

For International Orders : 

  • PayPal (Only Credit Cards, American Express or PayPal Balance Accepted)
  • Online Bank Transfer (Email us at help@theburntsoul.com for our bank details, bank charges may apply)
  • Paytm (Email us at help@theburntsoul.com for our Paytm Number)
  • We accept Indian Rupees and US Dollars as currency. 

What are the conditions for Cash-On-Delivery?

  • You will find an option to CHECK PIN-CODE SERVICEABILITY at the product page while placing the order. Please use the correct pin-code of your delivery address. 
  • COD is not available for an order size above INR 25,000.
  • If you do not accept a COD order once, you will no longer be eligible for our COD services.
  • COD orders cannot be accepted partially. The entire order needs to be accepted.

 

SHIPPING AND DELIVERY

 

Do I have to pay shipping charges?

For Domestic Orders :

  • We provide free shipping for all orders above INR 1,200 (after discount). 
  • The order value of  INR 1,199 or below (after discount) will incur shipping charges between INR 80 – INR 140. We will never charge you more than INR 140 regardless of your basket size. 
  • Any part cancellations of the order may result in shipping charges for the balance order. 

For International Orders :

  • We provide free international shipping to all orders above INR 7,000 (after discount). 
  • The order value of INR 6,999 or below (after discount) will incur shipping charges between INR 1,000 – INR 2,000. We will never charge you more than INR 2,000 regardless of your basket size. 
  • Any part cancellations of the order may result in shipping charges for the balance order. 

How long does it generally take for my order to be delivered?

For Domestic Orders :

  • All orders are usually delivered within 7-14 business days.
  • If you need your order to be delivered before our usual delivery days, please email us at help@theburntsoul.com or contact us on +91-7827759640 before placing the order and let us know the products you like, we can check the availability and try to send it through Express Delivery with some extra amount depending on the location and weight of the parcel. 
  • Only prepaid orders qualify for Express Delivery
  • Saturdays, Sundays and public holidays are not set as business days for standard deliveries. 

For International Orders :

  • All orders are usually delivered within 14-21 business days. 
  • If you need your order to be delivered before our usual delivery days, please email us at help@theburntsoul.com or contact us on +91-7827759640 before placing the order and let us know the products you like, we can check the availability and try to send it through Express Delivery with some extra amount depending on the locaton and weight of the parcel. 
  • Saturdays, Sundays and public holidays are not set as business days for standard deliveries. 

Do I need to pay extra for the COD order?

No, you don’t have to pay extra for the COD orders amounting INR1200 or above. 

Where is my order shipped from?

We ship all orders from our warehouse in New Delhi. 

How do I track my order?

  • We send an order confirmation email once your order is confirmed. For a COD order, we may also call you to confirm the order. So please mention the email id and contact number in your order details which you actively use. 
  • An email is also sent to you after the order is shipped. It contains the tracking number and details of the service provider. 
  • If in any case, you don’t see the email with order confirmation or tracking detail or do not receive a call from us, please do not hesitate to contact us through email or Whatsapp as below :

WA: +91-7827759640 | E: help@theburntsoul.com

Timings of work: MON-SAT | 10.30 am – 5.30 pm IST

Who will deliver my order?

For Domestic Orders:

  • Standard deliveries are shipped through 3rd party courier agent – VAMASHIP and they further ship through registered courier companies like DHL, FEDEX, BLUEDART, FIRST FLIGHT, etc. depending on the location. Our team chooses the best courier partner to suit your location and timings so that the parcel reaches you at the earliest.
  • Our delivery partners will attempt to deliver the package thrice before they return it back to us. 

Please provide a mobile number that you actively use and your complete shipping address including the correct pin-code. This will help us ensure a smooth delivery of your order.

What if my parcel looks tampered or damaged?

  • At the time of delivery, if the packaging looks damaged or tampered, please do not accept the package. Please take a picture of the parcel if possible and inform us immediately through email, Whatsapp or call:  

WA: +91-7827759640 | E: help@theburntsoul.com

Timings of work: MON-SAT | 10.30 am – 5.30 pm IST

  • We will review the situation and would dispatch a new parcel on subject to availability as soon as possible. We will email or call and confirm the new delivery schedule with you before dispatch. 
  • If you have paid for Express Delivery and were unable to receive the parcel because of damage, you will be eligible for a refund of the extra amount paid and the can receive the parcel at a rescheduled time. 
  • Standard deliveries, in this case, are not eligible for a refund, however, we will be happy to provide you with a credit note. 

If I have placed two separate orders, can you combine the orders and offer me reduced shipping?

Unfortunately, once your orders are placed we cannot combine multiple orders due to regulatory and compliance issues. Shipping will be applicable to every new order (if it does not fall under the free shipping criteria).

 

CUSTOMISATION

Is customization possible?

Yes, Our helpful and friendly Customer Service Executives are always at your service in case you want to customize your order. You can purchase our customisation card along with the product you would like to customise and mention the customisation details on the notes section while checking out or e-mail us at contact@theburntsoul.com

https://www.theburntsoul.com/products/customisation?_pos=1&_sid=7cb300767&_ss=r

We personalize products for an extra charge.

For any further assistance, simply mail us at contact@theburntsoul.com or call at 1800-123000050

 

RETURN POLICY

We endeavour to ensure that every transaction at our website is seamless. At TheBurntSoul, we take great care in delivering our products and adhere to the highest quality standards. If you are not happy with your purchase, please see the options for returning or exchanging any of the items. 

Is my order eligible for exchange, and how do I exchange my order?

  • If an incorrect size or product has been delivered to you i.e. the product does not match the item in the order confirmation email. 
  • If the product you have received has a genuine quality/manufacturing defect. If you feel the product is damaged or has a manufacturing defect, please do photograph this as soon as you have opened the packaging.
  • If your purchase meets our return criteria stated above, please contact us within 7 days of delivery with the following information:

Order number, Contact Name, Mobile number, specify the reason for return and in case of a defective or incorrect product, please send us an image of the product. 

You may contact us via email at help@theburntsoul.com or call our customer care at +91-7827759640 from Monday to Saturday, between 10.30 am to 5.30 pm (IST). We will look into the issue and respond to you within 48 working hours.

A reverse pick-up will be scheduled within 3-4 business days. Please ensure that the product you return is unused, unworn and the original tags are intact. 

Please make sure you have received the RETURN SLIP with your order, if not please email us for the same. You will need to fill up details on the return slip and stick it back on the package before reverse pick-up for the smooth delivery back to us. 

Please note that international orders are not eligible for returns. 

Please find attached the form for your reference. 

What if I need a different size in the same clothing style I have purchased?

Please refer to the size chart before you make a purchase, and in case you are confused about your size, do write to us at help@theburntsoul.com or chat online with us or call or WhatsApp us at +91-7827759640. 

If you would like a different size in the same style of clothing that you have purchased, you will need to go through the following steps:

  1. Contact us to schedule a reverse pick-up.
  2. Once the unused product is received at our end, we will issue you a credit note (after deducting the applicable shipping charges) (you can email or call us to know the exact charges). 
  3. You can then use the credit note to place a new order and choose the correct size.

Can I exchange the product if I dont like it?

You can still exchange the product, but make sure you follow the details below:

  1. Contact us to schedule a reverse pick-up. Please email us with your order number, contact name, and number and specify the reason for the return.
  2. Please make sure you have the return slip with you, if not, please email us for the same. You will need to fill the details on return slip and stick on the package before we arrange a reverse pick-up 
  3. Once the item dispatched from your end reaches our warehouse, we will inspect the condition of the product. If the product is found unused, we will issue a credit note after deducting applicable shipping charges and COD charges.
  4. You can email us at help@theburntsoul.com or call or Whatsapp us on +91-7827759640 to know the exact amount of credit note you are eligible for. 

If I have purchased a product from Sale/discounted items, can I still exchange the size or complete product?

Please note that size exchanges or product exchanges will not be possible if the product is purchased from discounted/sale items. 

Can I exchange or return the used piece?

Clothes that show signs of wear and/or being worn before will not be eligible for returns or exchanges. 

When will I receive the exchanged item?

Once the item dispatched from your end reaches our warehouse, we will inspect the condition of the product. If the product is found unused, the replacement product will be shipped out to you and will reach you in our standard delivery time i.e. 7-14 business days for domestic shipments.

Can I exchange the exchanged product I received?

If a piece is exchanged once, it cannot be exchanged the second time. 

When will I receive my credit note?

  • Once our team conducts a quality check at our warehouse, we will offer you a credit note.
  • If your purchase is eligible for a free return or exchange as explained above, the credit note will also include the proportionate shipping charge.
  • The credit note will be valid for 3 months from the date of issuance.
  • A credit note for any returns or exchanges will only be sent to the registered email address or the email address used to make the purchase. 
  • Replacements will be offered based on the availability of the product. If we don’t have the replacement product, we’ll be happy to offer you a credit note.

How can I use my credit note? and what are the terms and conditions for the credit note?

  • To redeem the credit note, please email us at help@theburntsoul.com. Please mention the credit note number and also mention which product you want against the credit note. We will then manually create your order or will call you and guide you to make new order using the credit note on our website www.theburntsoul.com
  • Full credit note amount will be adjusted against one single new order and balance left cannot be carried forward to a new credit note. You will not be able to split the credit note amount for two new orders. 
  • If the price for the new item selected is more than the credit note amount, you can pay the balance by credit card, online bank transfer, PayPal or Paytm. 

Can I exchange home, accessories or gifting products?

No, we are unable to entertain returns or replacements for these.

Is my international order eligible for exchanges or returns?

  • International orders are not eligible for exchanges or returns. 
  • Please email us at help@theburntsoul.com to understand more about this.

CORPORATE / BULK ORDERS

  • You may contact us via email at help@theburntsoul.com or call our customer care at +91-7827759640 from Monday to Saturday, between 10.30 am to 5.30 pm (IST). We will look into the inquiry and respond to you within 48 working hours.