Shop Policies

Returns and Exchanges Policy:

This return policy applies to all purchases made through Burnt Marshmallo Apparel.

Burnt Marshmallo Apparel does not accept requests for returns or exchanges, unless the item(s) arrived defective or damaged from us to the customer’s home.

All returned or exchanged items must be unwashed, unworn and undamaged (unless it arrived to you defective/damaged) for the return/exchange to be granted.

Should you receive a damaged, defective or wrong item(s), please see our Damage, Defective or Wrong Items Policy below.

The customer is responsible for covering shipping expenses incurred to return the item(s), and Burnt Marshmallo Apparel will reimburse the shipping cost (receipt must be provided).

We do not accept item or size exchanges unless it was a mistake made by us.

Should an item due for an exchange be no longer an option, the customer has the ability to choose a different item at the same cost of the original item (or pay the cost difference between the items), to receive store credit, or be refunded (minus shipping costs).

We strongly recommend that customers use a carrier service that provides tracking when shipping the item(s) back to us, as we cannot process any returns/exchanges if we do not receive the item(s) back.

We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns until we’ve confirmed that we have received the item.

Reserved Rights on Returns:

Burnt Marshmallo Apparel reserves the right to solely define and limit, refuse and/or reject returns from customers at any time due to:

• the customer having history of copying designs/merchandise from Burnt Marshmallo Apparel or any other businesses

• the customer having an excessive return history that suggests “Wardrobing” (Return Fraud) is being committed

• the customer having history of returning worn, altered, damaged or missing items

• the customer participating in potentially fraudulent or criminal activity

Similarly, we reserve the right to refuse service to any customer or entity due to similar actions noted above.

Damage, Defective or Wrong Items Policy:

Should you receive damaged, defective or wrong item(s), please contact Burnt Marshmallo Apparel within 3 days of the package delivery date. Otherwise, we cannot validate the claim.

The customer may choose to exchange the item for the same item, or be refunded the amount you paid after any discount (minus the shipping fee).

Cancellation Policy:

Burnt Marshmallo Apparel only accepts order cancellations within 24 hours of the purchase, if the item has not yet been shipped out.

Requests for order cancellations after that period of time will no longer be accepted. If approved for a cancellation, the customer will receive a refund minus a 25% restocking fee.

Refund Policy:

Refunds will be issued to the original form of payment. Please allow 2-3 weeks (for US) and 3-6 weeks (for International) from the return ship date for your account to be credited. If you made your purchase using an e-gift card or store credit, the refund will be issued back to the e-gift card or store credit code that was used on your purchase.

Once item(s) for return/exchange is received by Burnt Marshmallo Apparel and has been verified to be unwashed, unworn, undamaged (unless it arrived defective/damaged to you) and in its original condition, Burnt Marshmallo Apparel will refund you promptly (minus the shipping fee and a 25% restocking fee, unless voided by the company).

Customizations:

Burnt Marshmallo Apparel does NOT offer customizations on our preorder and ready to ship items, unless stated otherwise. Customizations are for custom orders only.

Should an order be placed with customization requests that were NOT approved by BMA prior to you placing your order, BMA reserves the right to either

(1) decline customization requests and continue to fulfill the order with our typical measurements, design, distressing, etc.,

or to (2) cancel the order minus 5% to cover the fees we incur for cancelling the order due to the unapproved customization requests.

Custom Orders:

Due to typically high volumes of custom orders, we only accept custom and personalized orders when we open custom spots in our Facebook VIP group. If you would like to know when we open for custom spots, please join our VIP group, or subscribe to our mailing list so that you’ll be one of the first to know.

Due to the nature of custom and personalized items, Burnt Marshmallo Apparel does not do refunds, returns or exchanges for such orders.

Processing Time:

Burnt Marshmallo Apparel’s processing time for orders are 1-3 business days, which does not include the turnaround time for completing your items.

(Processing Time Definition: The time it takes for us to take your order into account, and add it to our queue of orders to finish.)

Turnaround Time:

Burnt Marshmallo Apparel’s typical turnaround time for our distressed products ar between 2 to 5 weeks (this may vary, so please read the turnaround time mentioned on the product description). However, we may be extended from time to time, depending on the order volume we receive.

Our turnaround times do not include shipping time.

The best way to have an estimate of the turnaround time for your order is by reading the product’s description.

The first week of our TAT is spent on ordering & waiting for materials needed to arrive, if they aren’t already on-hand. If you need your items by a specific date, please plan on ordering your items at a timely manner.

(Turnaround Time Definition: The time it takes to create/produce the product(s) that you ordered.)

Shipping (US Domestic):

Burnt Marshmallo Apparel ships all packages via USPS First Class that meets the weight limits. Otherwise, we will ship via USPS Priority.

Shipping time for USPS First Class is typically 2-5 business days, and shipping time for USPS Priority is typically 1-3 business days. However, the shipping time depends on the post office’s promptness, weather, location, etc.

Due to COVID-19, many shipping carriers are experiencing delays in delivering orders due to health and safety concerns. When ordering, please expect to experience carrier delays, which may result in taking longer to receive your order.

We cannot be held responsible for any delays in the shipping time, as we have no control over orders once they are picked up or dropped off at the post office; therefore, we cannot guarantee delivery times. However, we can provide you with tracking if you are having any trouble regarding the delivery of your item(s).

Shipping (International / Out of USA):

International Shipping Rates are determined by a number of factors including the number of items you are purchasing, the weight of the items, the destination country, etc. and our rates are calculated based on the estimate of [carrier’s name]. Therefore, we cannot make changes to how much you’re charged in shipping fees.

Duties/Customs/VAT fees are set by the destination country’s Customs authorities and determined based on the combination of the country of origin of the goods being purchased and the classification of that merchandise in accordance with the destination country’s Customs laws.

The customer is responsible for all duties/customs/VAT fees. Burnt Marshmallo Apparel will not be liable in paying for any duties/customs/VAT fees for customers, nor will we lie on customs forms and say that the order is a “gift” for the customer to avoid paying duties/customs/VAT fees.

Should your package be returned to us due to refusal to pay custom fees, the customer will be responsible for paying the additional shipping fee to ship it again, or may receive a refund (minus the shipping fee and a 25% restocking fee).

All orders will be shipped via USPS First Class International, unless the customer chooses otherwise and the customer must shoulder any additional fees that come with changing carrier services.

International Shipping can take anywhere between 2 to 8 weeks for delivery, depending on customs and the season. If you have any questions about a stuck package, please contact your local PO for more information.

Privacy Policy:

Burnt Marshmallo Apparel will only be using your information (email, shipping/billing address, etc) to communicate with you in regards to your order, to fulfill your order, or for any legal reasons (such as taxes). Your information, whether public and private, will not be sold, exchanged, transferred, or given to any other company or individual for any reason whatsoever without your consent; other than to fulfill your purchased product or requested services. By using our site, you consent to our website privacy policy.