Shipping, Returns & Exchanges

Hello! Thank you for visiting BURU.

If you need help with a new order, please email [email protected] or call 424.316.BURU (2878) M-F 9-5 PST.

 

ORDER CANCELLATION

Please make sure that you review your shopping cart before proceeding with payment, to ensure that the items selected are accurate.

Orders cancelled at customers request will be charged a 3% cancellation fee to cover merchant service fees that are not refunded to us. 

INSURANCE

We now offer Shipping Protection, a seamless protection service against loss, theft or damage, for a minimal fee. If you choose to remove this product from your order, you will be fully responsible for any lost, stolen or damaged packages and should reach out to UPS (800.742.5877) directly. Please note that shipping insurance charges are non-refundable

RETURNS

We offer a 20-Day Return Window (from the ship date) for Domestic orders. The return must be received and processed by the 20th day. 

Please note INTERNATIONAL ORDERS and CUSTOM items are NOT eligible for return.

The return poral is self-serve, please follow the steps below.
Click the link below to request a return in our return portal. 

buru.loopreturns.com

Full return policy is listed below.

If an item is eligible for return, process it above in the return portal to receive your return label.

You can print it directly from our return portal. A copy will also be e-mailed to you.

Please note that International Orders and CUSTOM items are FINAL SALE and not eligible for return or exchange.

Returns for store credit or the first exchange for an order are FREE! 

Return for Refund Requests: If you select refund to original form of payment, we will withhold a $15.00 return fee to cover shipping and merchant service fees.

Returns over $500 will result in an additional minimum $5 charge to cover incremental merchant service fees. (Fee may vary based on return amount.)

The return fee for excessive returns will be at our discretion. 

Combined Orders: If your orders were combined and arrived in one package- please request two separate returns in the return portal and package them together with the packing slips enclosed. (only use one of the return labels)

Combined Returns: You will only be charged one $15 return fee for multiple returns shipped back in the same package, and a 3% merchant fee will be withheld from the refund for the other returns in the package. However, if the refund for one single order is over $500 there will be an increased return fee. 

In-Person Purchase Returns: Please note that items purchased in person are only eligible for store credit if returned.

ONLINE RETURNS

We want you to be over the moon happy with your online purchase, but we understand that things don't always work out. Therefore, we did our best to make our return process as easy as possible. 

If you ordered a pre-sale or made to order item and you are within the 20 day window (from your ship date), you can still return the item. 

To complete the return form, please enter your order number and email address/ zip code you used to make the purchase.

Any item not shipped back within 3 business days of requesting a return or shipped back to us outside the return process above, will either result in the issuance of store credit, less $15.00 for return shipping, or the return being denied altogether.  As a result please contact us at [email protected] or (424) 316-BURU (2878) with any questions. 

IN PERSON RETURNS

If you purchased your items from one of our BURU Buses or at a BURU To You Event, we trust that you tried on the items or discussed the sizing or fit with your BURU sales representative before buying. As a result, items purchased in person are only returnable for store credit. *If this was not the case for you, we will always work with you to make sure we get it right!

EXCHANGES

We offer one free exchange per order. The exchange will only be returnable for store credit & an increased return fee will be withheld for any fees we covered.

Exchange Requests: Due to high demand during our launches, we are unable to guarantee that an item will be available for exchange.

If you select exchange in the return portal and the size is not available. Please email us at [email protected], so we can do our best to reserve it for you.

Please note that the exchange item will be reserved once the return is requested, but it will not ship until we receive and process your return.

RETURN SHIPPING

Please use the mailer or box that your item(s) arrived in to mail back your return. If the mailer/box is not usable or you took your items with you in person, then please use a size appropriate mailer. 

Using unnecessarily large mailers/boxes will result in additional shipping charges of at least $10.00. All items returned must be neatly folded (within reason) and placed back in the reusable garment bag in which it was shipped in order to protect the item. Items not properly packed may result in an additional amount being withheld form your refund or store credit.   

Adhere the label to your package and drop it off at your nearest UPS location within 3 business days of the return request. Items mailed after that may result in you only receiving store credit or disallowance of your return all together.

Please note- we only accept one return per order. If you request a second return label, even within the return period, you will be charged an additional $10.00 return fee.

FINAL SALE items are NOT eligible for return.

SHIPPING

US SHIPPING

We will make every attempt to ship your order as fast as possible; however, due to the current environment, including ensuring the safety of our employees, this may not be the same day. It is our goal to ship all orders, excluding CUSTOM, PRE-SALE or "cut to order" items, within 2 business days.

FREE Ground Shipping for all domestic orders over $201.00.

$15.00 UPS 2-Day Shipping for all domestic orders over $201.00.

Orders under $201.00 will be charged $10.00 for domestic ground shipping.

Non-expedited orders ship UPS Ground from Los Angeles, CA within 2-3 business days of your order date and should arrive within 2 – 7 business days* from shipment date.

EXPEDITED SHIPPING

We offer UPS Next Day, UPS 2-Day and UPS 3-Day domestic shipping (all in business days). Please note that due to the impact of COVID 19, our 3rd party shipping providers are no longer guaranteeing the delivery timing of orders. If you select expedited shipping and the package is not delivered on time, we will refund your shipping charge, even if the delay was caused by the 3rd party provider.  

The cost varies by weight of the order, but typically falls within these ranges:

UPS Next Day: $50.00 - $75.00

UPS 2-Day Orders over $201.00: $15.00

UPS 2-Day Orders under $201.00: $25.00 - $50.00

UPS 3-Day: $20.00 - $35.00

Saturday: If you require Saturday Delivery – email us at [email protected]

*PO Boxes, Hawaii, Alaska, Guam and Puerto Rico orders will ship USPS Priority Mail and should arrive within 3-5 business days from the ship date.

INTERNATIONAL SHIPPING

We ship to most destinations within North America, South America, Europe, Australia and Asia.

If you are in an area that we do not currently ship to, please contact us at [email protected] to inquire about shipping.

All international orders are shipped via UPS Worldwide Expedited.

Canadian orders are shipped via UPS Ground.

Duties and tariffs are the responsibility of the purchaser and are not included in the shipping costs.

If you refuse the package or to pay duties your order cost will be forfeited. We are unable to issue a refund for the amount you paid for the order.

Please note that we are unable to offer returns or exchanges for orders shipped internationally, so please reach out to us to confirm the fit and sizing before placing your order. International orders are FINAL SALE.

Care Policy for Items

CLOTHING

Please take care when trying on garments, as all products must be returned in new, unused condition, with the tags attached. We reserve the right to refuse returns, if we believe items have been worn, smell of perfume/ fragrance, detergent or are covered in pet hair/ lint.

Make-up stains, deodorant stains, pet hair or other return issues will result in an additional amount being withheld from your return to cover the damage or result in your return being denied altogether. 

LINGERIE & SWIMWEAR

Please try these items on over underwear and ensure that the hygiene sticker is not removed. Slips are FINAL SALE.

SHOES

If you are still deciding whether to keep shoes, please stand on a clean carpeted surface when you try them on to protect the soles.

Shoes are returnable for STORE CREDIT ONLY.

ACCESSORIES (INCLUDING BAGS, BELTS, FACE MASKS, HATS, HEADGEAR, SCARVES, SUNGLASSES) and ALL JEWELRY are FINAL SALE and may not be returned.

Defective Items

Our team inspects all orders before they are packaged and dispatched from our warehouse.

If you feel an item may have arrived defective- please be sure to reach out to us within 2-3 days of receiving the package via [email protected], include your order number and a photo of the item.

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