Customer Service

Thanks for being a customer with Burnside Clothing. Below is a list of some general FAQ’s that should help you with any issues with your order. For general questions, please email customercare@burnside360.com. Please note that for any returns, you must follow our Returns Policy listed below.

 

WHAT’S YOUR RETURN POLICY?

We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or store credit one year from date of purchase. In addition, Burnside Clothing will issue a refund within 30 days of purchase in the form and amount tendered for the original transaction. All returns must be unworn, unused and in their original condition with receipt and tags attached. Merchandise received after 30 days will only be accepted at our discretion for an online store credit.

How do I request an RMA (return merchandise authorization)?

Please read the following instructions carefully.

You can request an RMA on products within 30 days of purchase by going into your Account here and selecting “Request Return”.

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Once on this page, you’ll be able to request an RMA number by filling out the relevant information. Once the RMA request has been submitted, please ship your garments to:

Burnside Customer Service

6300 West Loop South, Suite #100

ATTN: RMA Number (fill in your RMA number here)

Bellaire, TX 77401 

Shipping with tracking is heavily recommended. If you go back to your My Account page here, and click on Request Return again, you will be able to review your RMA Status, as well as add the tracking number for your package.  Type in your tracking number, and hit “Add Return Tracking Code”.

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You will be notified via email once your approved return has been received and processed in our warehouse. Refunds / Store Credits will be processed within 7-10 days, pending our decision. A refund may not show up until your credit card’s next monthly billing cycle due to your Bank’s policies. You will be notified via e-mail when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from Burnside Clothing. If you receive Store Credit, it will be applied to your account where upon your next order you can use it as a coupon.

For International returns, the customer is responsible for all duties or taxes. If you return an item or refuse an item and we are charged a tax, that duty or tax amount will be deducted from your order total before we credit your account.

Returns, refunds, and store credits may be made at the discretion of Burnside Clothing.

WHEN WILL MY ORDER BE SHIPPED? WHEN WILL IT ARRIVE?

If your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm CST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped.

WILL MY CREDIT CARD BE CHARGED IMMEDIATELY?

Yes, as we try to process your order as soon we as receive it so we can get it to you quickly, we charge the credit card immediately. However, you may request a refund at any point up until your item has shipped. (You will receive an email that the order has been completed, which means that we have shipped it out.) Once your item has shipped, we cannot cancel your order. Please note that on PayPal, you may see Payments are sent to The Collective LLC. This is normal.

WHAT’S THE STATUS OF MY ORDER? HOW DO I TRACK MY ORDER?

Once you have placed an order, you can check on its status at any time. To track your order from this page, go here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.

HELP! I NEED TO CANCEL MY ORDER!

No worries. Just drop us a line at customercare@burnside360.com with the following in your subject line:

(Your order number) : Cancellation Request

In the body of the email, please state the reason for cancelling.

We’ll try our best to cancel the order in time, but please understand that we try to process orders quickly so that our customers can get their goods as soon as possible. If an order has been marked as Completed, that means that it has been shipped and is on its way to you. We cannot cancel the order at this point.