Shipments & Returns
STOCK CLEARANCE SALE NO-RETURN POLICY
(This no-return policy takes effect from 13-01-2023)
Due to our current stock clearance sale, all sales are final and we will not be able to accept returns. Please note that this sale is being held to clear much-needed space in our stock room and we are not making any profit on the items being sold. We apologize for any inconvenience this may cause and thank you for your understanding.
We offer free worldwide delivery on all orders above €100,-
The delivery times and rates for your country are shown in your cart and at the checkout page.
Due to uncertainties surrounding import duties and customs formalities, it is currently only possible to place orders with a total value of less than £135 (excluding shipping and VAT costs).
This means that all products costing more than £135 cannot be placed in the shopping basket. Additionally, if the value of your basket is over £135, the payment option will not appear.
This situation will remain the same until we get further clarity from the UK government and our shipping partners.
As and when new information becomes available regarding this situation we display any updates via the banner on the homepage of our website.
Can I split my order up into smaller orders?
Yes, if it concerns multiple products you can split your order, to keep your order below £135. However, each individual order will incur shipping costs.
(The VAT and delivery costs do not apply to the £135 limit).
I want to order a bundle/ combo product over £135, can I split it up?
Unfortunately not. Bundle products or combo deals cannot be split up. This includes products like groupsets.
Are there extra import taxes or customs charges?
There are no import levies or additional customs charges on orders under £135. This means that you should not expect any additional charges when the parcel is delivered to your door.
I have an (XI) EORI number, can I use that to get exemption from the £135 order limit?
Our focus is Business-to-Customer (B2C) and not Business-to-Business (B2B). Our system therefore is not set up to apply (XI) EORI numbers to accounts or orders.
For all deliveries outside Europe, import duties (fees, import duties, VAT) may be charged, which are determined by the country of destination. They are calculated based on the country of manufacture / origin and the classification of the goods and are collected once your package has reached your country. Brûler Studios® does not withhold any duties or taxes during the checkout process and cannot predict how high your potential taxes will be: in the event that such additional taxes are paid, they must be paid for your package to pass through customs. Customer is responsible for paying the charges, please contact your local customs office for more information about your country's guidelines.
If you wish to return your purchase, you can reach out to our customer service at email@example.com with your order number and reason for return and we will provide the further steps.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If an item is personalised or specifically made to order it cannot be returned or refunded unless it is faulty.
Returning products is at your own expense and risk. Especially with more expensive products, it is strongly recommended to send the package by registered mail.
NON RETURNABLE ITEMS
- Gift cards
- Downloadable software products
- Some health and personal care items
- Items that contain any kind of personalization
- Sale Items bought during the Stock Clearance Sale
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If the return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org