Returns & Exchanges

Hello!  Thank you for visiting BURU.

If you need help with a new order, please email info@shopburu.com or call 424.316.BURU (2878) M-F 9-5 PST.

We are in the process of updating our return processing software to make things even easier for you. The new system will go live on June 18th, but during this transition, we ask for your patience and understanding.

To process a new return or exchange please email customerservice@shopburu.com   with the following details:

If you're submitting an exchange:  (*exchanges are FREE!!)

Subject Line: EXCHANGE REQUEST (insert order number)

Email Content: Please include your full name, order number and what you would like to exchange and the new size. 

If you're submitting a return:

Subject Line: RETURN REQUEST (insert order number)

Email Content: Please include your full name, order number, and item(s) you are returning. Please confirm if you would like to receive STORE CREDIT (always free and never expires) or REFUND (less $15 to subsidize return shipping and merchant service fees)

A shipping label will be emailed to you within 48-hours.  Please do not worry about the return deadlines.  If we cause any delays on our end, we will not hold you accountable.

Thank you again for your patience and understanding while we update our system!  We hope to be back to automated returns soon.

Full Policies below 

ORDER CANCELLATION & INSURANCE

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. If an order is canceled UPS Capital Insurance is not refunded.

We now offer UPS Capital Insurance, a seamless protection service against loss, theft or damage. 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. 

20 Day (from the order date) Returns Window for Domestic orders. The return must arrive to our warehouse on or before the 20th Day. For pre-sale or made to order items, this window will be start from the ship date.  Please note international orders are NOT eligible for return.

 

RETURNS

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 website. A copy will also be e-mailed to you.

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

Returns for store credit or exchanges 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 services 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 arrived in one package-please request two separate returns in the return portal and package them together with the packing slips enclosed.

Combined Returns: You will only be charged one $15 return fee for multiple returns shipped back in the same package. 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. 

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 have made our return process as easy as possible. 

In order to receive a UPS Ground return shipping label, process your return request using the Order Look-Up Box above within 20 days of your order date.  If you ordered a pre-sale or made to order item and you are still within the 20 day window (from your ship date), you can still return the item.  Simply email us at customerservice@shopburu.com and we will get a return label right away. All returns should be sent back to us within the next 3 business days.

To complete the return form, please enter your order number and email address you used to make the purchase. A return label will be generated, which you can print directly from our website, (please allow 5-10 seconds for the label to generate) and one will also be e-mailed to you.

Any item not shipped back within 3 business days of processing you 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 customerservice@shopburu.com 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, please enter the item name and size that you wish to exchange for in the return box and email us at customerservice@shopburu.com, so we can do our best to reserve it for you.

RETURN SHIPPING

Please use the paper 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 plastic 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 the next 3 business days.  Items mailed after that may result in you only receiving store credit or disallowance of your return all together.

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

FINAL SALE items are NOT eligible for return.

CLOTHING

Please carefully return all items in original packaging. Please take care when trying on garments, as all products must be returned in new, unused condition.  We reserve the right to reject returns if we believe items have been worn, smell of perfume or detergent or are covered in pet hair.

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 damaged or result in your return being denied altogether. 

LINGERIE & SWIMWEAR

Please try these items on over underwear and ensure that any adhesive is not removed. Slips are FINAL SALE.

SHOES

If you are still deciding whether to keep shoes, please stand on a 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.

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 days of your order date and should arrive within 1 – 6 business days* from shipment date.

EXPEDITED SHIPPING

We offer Next Day, 2-Day and 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:

Next Day:  $50.00 - $75.00

2-Day Orders over $201.00:  $15.00

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

3-Day: $20.00 - $35.00

Saturday: If you require Saturday Delivery – email us at customerservice@shopburu.com

*PO Boxes, Hawaii, Alaska, Guam and Puerto Rico orders will ship USPS Priority Mail and should arrive within 2 - 3 days of 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 customerservice@shopburu.com to inquire about shipping.

All international orders are shipped 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.

Please note that we cannot 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.