Welcome to the new Burnst FAQ Help Center.
Please browse this FAQ page, to find the answers that best match your question. If you can't find what you're looking for, please feel free to contact us.
Online Form: Click the 'Contact Us' at the bottom of any page and follow the instructions. Our customer support team works around the clock to respond to any question you may have!
Email us at support@Burnst.com (Please note that our response time may be up to 3 business days)
We appreciate your patience while we revert back to your inquiry and will do everything we can to assist you as fast as possible.
About My Account
What is “My Account”?
The “My Account” section helps you with all your questions about your account, or problems using our website.
Go to our helpful FAQ page which can help you navigate through the Burnst.com website to your account, to view your orders and even to update your account details; such as your password and so on. We're sure that you'll be able to find the answer you're looking for.
If you have already searched the FAQ section and haven't found the answer you're looking for, you are welcome to contact our dedicated Customer Support Team. You can Contact Us or send an email to us (email response time may take up to 3 business days), one of our team members will be there at your service to assist you.
Why do I need an account?
You can purchase on our website as a guest. However, it’s always advisable to have an account for your shopping.
It allows you to:
Check the status of your current order and the order history;
Contact Customer Support for general assistance;
Check your shipping and payment information;
Add an item to “My cart” so that you can purchase it in the future.
Manage your coupons
It is convenient for a registered member to make orders and access some features of the Website. Please register with updated personal information including your name, address, and a valid email address, and please ensure the information provided is accurate and up to date.
What should I do if I forgot my password?
In case if you have forgotten your password, simply click on “Forgot my password”, and enter your email account. The automated system will send you an email immediately. Follow the instruction and you could reset your password.
How do I complete the payment?
At Burnst, we accept several payment methods. You can complete your purchase with PayPal or any major Credit or Debit Card provider.
All payments must be received in full prior to dispatch of goods or issuance of a coupon. In case if your payment is declined by your bank, credit card issuer, or our website, Burnst will not fulfill your order.
All transactions are in US Dollars. PayPal or any major Credit or Debit Card provider will automatically convert your payment to your local currency.
How to redeem the coupon code?
Please click on “checkout” and fill in payment information, then click on “continue”, and you will be redirected to a new page where the coupon code can be redeemed. The code needs to be entered exactly as advertised with any capital letters and spaces.
About My orders
What is “About My Orders”?
The 'My Orders' section cover topics relating to the order you have placed on Burnst. In the articles within this section, you will be able to find an answer to your questions;
If you have already searched the FAQ section and haven't found the answer you're looking for, you are welcome to contact our dedicated Customer Support Team. You can Contact Us or send an email to us (email response time may take up to 3 business days), and one of our team members will be there at your service to assist you.
Did I make an order successfully?
Once the payment completed, you will receive an order confirmation email, if not, please re-check-in your “spam folder” or “my orders”.
Note: If you receive an email with your payment confirmation, do not panic. As your order is marked high risk due to a potentially unauthorized payment, all we need is a confirmation email regarding your payment.
How to check my orders information?
Please kindly log in to your account, and click 'my orders'.
In 'my orders', you can check your order history (order number, total amount), order details (shipping address, size, color, quantity etc.) and order status. (Confirmed, processing, shipped)
What does my orders status mean?
The status of “confirmed (order received)” means you have successfully completed the payment, and your order is confirmed by Burnst. Only under this circumstance, you are able to change your order details or cancel your order.
The status of “dispatching” means your order is in dispatch. At this stage, any request to cancel or change your order is invalid.
The status of “shipped” means your order is dispatched from our warehouse to the shipping address provided by you. Your order is on the way!
How to change or cancel my orders?
If you want to change or cancel your order, please contact us at; support@Burnst.com within 12 hours after receiving your order confirmation. If your order status is shipped, we cannot change or cancel.
How long it takes for my orders to be dispatched?
The dispatch (or handling) time is the number of business days taken by Burnst to fulfill the order after receipt of your cleared payment. Burnst's estimated dispatch time is 3-5 business days. Once the goods are shipped, you will receive an email including details regarding shipping confirmation, tracking number(s) and delivery time. You can also check the status in 'My Orders' or simply by going here.
About the Shipping
What is “About the Shipping”?
The "Shipping Information" section covers topics related to the actual delivery of your order. In the articles within this section, you will be able to find the answers to your questions.
If you have already searched the FAQ section and haven't found the answer you're looking for, you are welcome to contact our dedicated Customer Support Team. You can Contact Us or send an email to us (email response time may takeup to 3 business days), and one of our team members will be there at your service to assist you.
What shipping methods do you offer?
Standard International Shipping: Your order will be shipped to your doorstep in approx. 7-21 Days. There are no hidden charges.
We are currently working on an express option.
How long will it take to receive my orders?
Standard International Shipping: Your order will be shipped to your doorstep in approx. 7-21 Days. There are no hidden charges. If the package is not been delivered within this specified time, feel free to contact our customer support team for an update.
(Note: The shipping time does not include the dispatch time which is generally 1-3 business days.)
How to track my orders?
Once your order shipped out, we will send you a shipping confirmation email that includes your tracking number and tracking link which help you track your package. Alternatively you also can find the tracking number and tracking link under 'My Orders' section. Or simply track your order here.
Once the shipping company provides the tracking number, we will send it to you as soon as possible.
Are there any additional fees involved in international shipping?
At Burnst, Products shipped from overseas. In some cases, shipment may be subject to import taxes, customs duties, and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient.
Unfortunately, Burnst has no control over these charges, nor can Burnst estimate what the additional charges may be as customs policies vary widely from country to country. For more information Please contact your local customs office. When customs clearance procedures are required, it may cause delays beyond our scheduled delivery period. Due to customs regulatory policies, we never list purchased items as a gift or undervalue the product price.
About Returns & Refunds
What is “About Returns & Refunds Information?”
If you have received your item and there seems to be something wrong with it and want to claim a return or refund, the "Returns & Refunds Information" section will get you started in the right direction.
We always take care in selecting a high quality and trusted goods to offer them for sale on the Burnst website, however, sometimes things don't quite go according to plan.
If there is something wrong with the item you received, please contact us at support@Burnst.com. Please provide us with images of your defective or damaged item. In most cases we will send you out a replacement, however, some orders are subject to a 100% refund.
What should I do if items received are not satisfactory?
If you are not satisfied with the item and want to request a refund. Firstly, please check our Return Policy to ensure if the return is applicable for your order.
Secondly, you have to claim your refund within 45 days from the dispatch date.
Thirdly, you may be eligible for a refund or exchange depending on your situation and the type of item you purchased. At Burnst, we reserve all the rights to charge a handling fee on all items returned for non-quality issues. Under any circumstance, we will not refund the original shipping cost.
What should I do if I have received the wrong order or items?
If you have received an item that you did not order or somebody else's order entirely, please contact us as soon as possible.
To help our Customer Support Team to know what problem you have, please kindly attach some clear photos of the incorrect order or items you have received.
Perceived color differences due to the display settings of your computer monitor are not grounds for an exchange or refund.
What should I do if an item in my orders is missing?
For logistical reasons, items in the same order will sometimes be sent in separate packages so they get to you faster. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once…they are on the way!
If you are certain that an item is missing from your order, please contact our Customer Support as soon as possible. We will be happy to track it for you. Once we are confirmed that an item was missing, either we will refund you the item cost or send you a replacement 100% free of charge.
What should I do if I received a defective or damaged item?
If the item you received is damaged or defective during shipping, you are eligible for a replacement.
Please contact Customer Service Team and be ready to provide photos or operating videos clearly showing the problem with the item.
Alternatively, you can open the item in front of the delivery person and if you find that it is damaged during shipping, you can reject it. Then you need to contact the Customer Service Team as soon as possible.
Burnst offers insurance cover under following circumstances:
Lost in transit: If the product delivery exceeds 30 days then its scheduled date, Burnst will assume product is lost in transit and refund you.
Damage in transit: If the product gets damaged during delivery.
How soon will I receive my refund?
In most cases, we will refund your money within 5 business days after your refund has been processed. The refund will be credited to your account that you used to pay the order. PayPal refunds are instant but refunds to your credit/debit card can take up to 6 business days.
How do I return the products?
Burnst hopes you will be satisfied with every purchase you make. But if you want to return an item, returns must be prearranged and authorized by a Customer Support member.
Item must be returned unused in its original condition with order confirmation email. The packaging must not be broken wherever applicable. We cannot accept returns under these cirucmstances.
- It is beyond the 45-Day Money back Guarantee Period.
- The order was placed by mistake but wasn't canceled within 12 hours.
- Seasonal items (e.g. Easter, Halloween, Christmas, etc.) after the event date are included in the order.
- The detailed size chart is included in the description. The size you choose does not fit you well.
- Customer has changed their mind.