Delivery & Returns
BURDALUX
We prepare every order with care and intention. This page explains our delivery and returns policy for physical products sold through BURDALUX.com, as well as booking information for BURDALUX Sounds experiences. Studio services are governed separately by our Terms & Conditions and any project-specific agreement confirmed before work begins.
Delivery Information
All physical orders are shipped with Royal Mail.
Our aim is to dispatch orders within 1 to 3 working days of purchase. Once your order has been dispatched, delivery typically takes 1-3 days depending on the Royal Mail service selected at checkout.
Royal Mail Tracked 48 is our standard delivery service unless you choose to upgrade to Royal Mail Tracked 24 at checkout.
Once your order has been shipped, tracking details will be sent to you in your dispatch confirmation email.
Delivery timeframes are estimates and may occasionally be affected by factors outside of our control. If any significant dispatch delays are anticipated, we will contact you by email.
We currently do not offer international delivery.
Shipping
Standard UK Delivery
- Royal Mail Tracked 48 is our standard delivery service, Royal Mail aims for delivery within 2-3 working days.
- Royal Mail Tracked 24 is available as an upgrade at checkout, Royal Mail aims for next working day delivery, with some areas offering Sunday delivery.
- Free 48 Tracked standard delivery is available on eligible orders over £40.
Delivery costs are calculated at checkout based on the size, weight, and delivery option selected for your order.
If you require more detailed shipping information or have specific shipping requirements, please contact hello@burdalux.com.
You may be contacted regarding additional shipping costs for orders that fall outside our regular shipping partner's standard delivery schedule.
Returns & Refunds for Products
If you would like to return a product, please contact us first at hello@burdalux.com.
You have 14 days from delivery to request a return for an eligible item. If 14 days have passed since your order was delivered, we may be unable to offer a refund or exchange.
To be eligible for a return:
- the item must be unused
- the item must be in the same condition that you received it
- the item must be returned in its original packaging
- proof of purchase will be required
Non-returnable items
Several types of goods are exempt from being returned. These include:
- gift cards
- downloadable products, once access or download has begun
- used candles
- opened or used scent-related products
- opened dried botanicals or floral products
- personalised or made-to-order items, where applicable
Partial refunds
In certain situations, only partial refunds may be granted, including where:
- an item is not returned in its original condition
- an item is damaged or missing parts for reasons not due to our error
- an item is returned more than 14 days after delivery
Refunds
Once your return has been received and inspected, we will notify you by email to confirm receipt of the item and let you know whether your refund has been approved.
If approved, your refund will be processed to your original method of payment within 14 days of receiving the returned item or receiving proof of return. Please note that your bank or card provider may require additional time to complete the transaction.
Late or missing refunds
If you have not yet received your refund, please first check your bank account again, then contact your card provider or bank as processing times can vary. If you have done this and still have not received your refund, please contact hello@burdalux.com.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded unless they are faulty, damaged, misdescribed, or otherwise required by law.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same item, please email hello@burdalux.com first.
Gifts
If an item was marked as a gift when purchased and shipped directly to you, you may receive a gift credit for the value of your return once the returned item has been received and approved.
If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves first, any refund will be sent to the original purchaser.
Return address
BURDALUX
PO Box 5093
Ascot
SL5 5FB
United Kingdom
Return postage
Unless an item is faulty, damaged, or incorrect, you are responsible for paying your own return shipping costs. Shipping costs are non-refundable.
If you are returning an item with a value over £75, we recommend using a tracked delivery service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.
Damaged Items
If your item arrives damaged or broken, please email hello@burdalux.com within 48 hours of delivery and include photo evidence where possible.
Christmas Returns & Exchanges
We offer extended returns and exchanges on Christmas gifts. For items purchased from 28 November up to and including 24 December, the returns window will be extended until 14 January of the following year. All usual return terms still apply.
Cancellation Rights
You have the right to cancel an eligible product order within 14 days, starting the day after the day on which the goods come into the physical possession of you, or the person you nominated to receive them.
For downloadable digital products, once supply has begun with your prior consent and acknowledgement, your cancellation right may no longer apply.
Experiences
BURDALUX Sounds experience bookings are separate from physical product purchases.
Bookings are confirmed by email. No physical ticket is issued.
Due to the limited-capacity nature of experiences and events:
- experience bookings are non-refundable
- if you are unable to attend, you may request to transfer your place to another person with reasonable notice
- all transfers are subject to approval
If BURDALUX needs to cancel or reschedule an experience, you will be offered either:
- a transfer to a new date
- or a full refund
For full details, please refer to our Terms & Conditions.
New User Discount
New user discount codes are limited to one use per customer and cannot be redeemed for cash.
Discounts apply to products only and cannot be used against postage costs. They cannot be combined with any other offer and are available exclusively online at BURDALUX.com.
All offers are subject to availability while stocks last.
Contact
If you have any questions about delivery, returns, or your order, please contact hello@burdalux.com.