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.

You can return or exchange your order in one of two ways:

  1. Exchange or return to Burnt store: Return or exchange the selected item to your nearest store together with your digital invoice received via email.
  2. Log an Exchange or Return Online: Click here if you would like to book an online exchange or return through our courier service.

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.

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.

All discounted items, sale items can only be exchanged for another product or a gift card. One free exchange per order, thereafter we will charge R100 per exchange.

When will I receive my refund gift card?

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: 021 203 6259

(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. 

If you would like to purchase a physical gift card, you can do so in any of our retail stores.

What payment options can I use on Burnt orders?

We accept credit card payments from Visa or MasterCard through PayFast which is integrated into our site. Ozow is the payment option for if you want to do an Instant EFT payment.

We have also partnered with PayJustNow to allow you to pay for your Burnt order over 3 equal interest-free payments. You will receive your order as per normal, i.e. we'll process it as soon as you have placed the order. No need to wait until the full payment has been made.

Who should I contact for courier/delivery issues?

If you experience any issues with your delivery after you have received your shipping confirmation email, please contact support@bobgo.co.za with your name, address, tracking number and description of your issue.

The team at BobGo will be able to assist you directly.

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

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. E.g. 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 working days
  • Main Centres (Johannesburg, Pretoria, Durban, etc.): ± 2-3 working days
  • Outlying Areas: ± 3-5 working 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 Your Order" tab under "Support" on our website navigation. All you need is your order number!

Find the tracking page here.

Please note: during big sale days, there might be a slight delay.

Do you ship internationally?

For our neighbouring countries (Namibia, Botswana, Zimbabwe, Mozambique)

Do you ship internationally?

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. 

For the rest of the world

Please visit our international website at burnt.co

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.

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 out 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 R1250 get Free shipping!

On major sales, such as Black Friday, you qualify for free shipping when your cart is over R1250.

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. You can find it under the Support Tab, or through this link.

If you experience any issues with your delivery, please contact support@bobgo.co.za with your name, address, tracking number and description of your issue. The team at BobGo will be able to assist you directly.

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 or stores.

If you would like to get your hands on a product immediately, we recommend that you visit one of our retail stores.  

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

What is your most supportive sports bra?

All our sports bras range between medium and high support.

The Essential Sports Bra is an absolute staple and definitely one of our most supportive bras. This is also a product that we are planning to restock consistently.

Contact us

Give us a call on 021 203 6259 and follow the directions from the prompts or send an email to: support@burnt.co.za

Customer Support Hours:

Monday to Friday - 08h00 to 16h30 | Closed on Saturdays, Sundays and Public Holidays.

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