Frequently Asked Questions

How long does it take to get my package?

Delivery in South Africa takes about 1-5 working days from when your order has been shipped. Eg. If you order on a Saturday, your package will be shipping on Monday and will reach you within that week.

On average this is when you can expect your delivery:

  • Cape Town and surrounds: ±1-2 days
  • Main Centres (Johannesburg, Pretoria, Durban, etc.): ± 2-3 days
  • Outlying Areas: ± 3-5 days

You will receive a confirmation email with a tracking number which you can use to track your parcel all the way to your door. You can also track your order by visiting the "Track My Order" tab on our website. All you need is your order number!

Do you ship internationally?

Yes, we do! International shipments are handled by DHL. They have an automatic system that quotes you on shipping according to your location. Simply enter your delivery address and you will see what the shipping will cost you. 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 link to where you can track your order. You will receive your email in ±1 business day after you have placed your order.

We're so excited to see Burnt all around the world!

Please note: The courier company may contact you if you need to pay tax and duties to the tax authorities of the specific country upon import of the goods. This is legislation our of our control and we cannot be held reliable for any additional tax or duty fees. 

How can I get Free Shipping?

All orders above R1000 get Free shipping!

Add Items to your cart, go to the check-out page and the shipping will automatically jump to zero.

How can I track my parcel?

Super easy!

All you need to do is use your order number and put it into the tracker on our website.

Do you have physical stores?

 

Yes! 

Our Burnt Retail Store is located in Stellenbosch: 61 Plein Street, Simonsplein Building, Stellenbosch, South Africa, 7600.

Trading hours:

Monday – Friday | 09:00 – 17:00

Saturday – Sunday | 09:00 – 14:00

Public Holidays | 09:00 – 14:00

Unsure of my size?

We can definitely help with this one!

We have created a size guide that will help you calculate a recommended size for yourself.

You can find our size guide here!

How can I pay for my order?

We accept credit card payments from Visa or MasterCard through PayFast which is integrated into our site. 

We have also partnered with PayJustNow to allow you to pay for your Burnt Studios order over 3 equal payments.

How does shipping work for gift cards?

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. 

P.S It's a great birthday gift!

Can I exchange or return a product if it does not fit?

Yes, most certainly! You can log your exchange using our exchange sheet which you can find here.

Please note that we are happy to exchange an item for you provided that we have stock in the size you want to receive. 

In the case of a return, you have the option to receive cash returns or we will send you a Burnt Studios online voucher with the same value of the item that you have returned.

Please make sure to read our Returns and Exchange Policy before purchasing. No returns or exchanges on sale items, swimwear, or earrings. 

When will I receive my refund gift card?

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

Are your bras padded?

All of our bras come with removable padding so that you can choose if you want the padding or not. 

Do you guys 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?

At Burnt Studios we love offering new ranges of products as the season change! We want to offer you something new and interesting as much as we can, keeping your activewear wardrobe fresh!

We might restock a season/range a few times if it sells out quickly and a new range has not launched yet, but will not restock items when a new one has already launched. 

We want to keep our ranges exclusive, so make sure you don't miss out on a product that you love because you won't see it again!

How do I become a Burnt Ambassador?

Send an email to marketing@burnt.co.za, if we do not get back to you within 7days, please deem your application as unsuccessful

PLEASE NOTE:

Burnt Studios 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 Courier Guy.

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 Studios representative.

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