FAQ

Here are some FAQs and additional details about shopping at BurnGear. Hopefully, this will address any questions you might have about your shopping experience with us. These are the BurnGear T&Cs.

WHO DESERVES THE PHOTO CREDIT?

First, a massive thanks to the photographer.
Afrikaburn, 2019, Tankwa Town, Karoo National Park, South Africa.
Photo Credit: Ash Edwards. 

HOW DOES ONE GOOD TURN DESERVE ANOTHER?

We work with SOS Children's Villages to make a difference and positively impact the lives of others. Small actions can make a massive difference. We have various ways in which to get involved. Here’s how it works. A BurnDrop is arranged as a post Burn action where Burners can drop used BurnGear at their closet SOS Children’s Village. BurnPledges are a predetermined scaling cash amount of the per product sale price that is dedicated to charity. BurnGifting is the physical product donated and distributed to SOS Children’s Villages SA. We encourage BurnGiving; gifting to friends and strangers (also known as new friends) you meet at Burn events. Funds earned via the BurnGear store project are gifted to cover entrance, support, and attendance of AfrikaBurn and Burning Man event/s. Feel free to download our letter of permission to raise funds for SOS Children's Villages.

QUICK TERMS & CONDITIONS

Your order will be confirmed and placed within 48 hours. Please, allow 4 to 8 weeks for delivery via courier. Items are shipped directly from our suppliers to your door. Shipping fees apply to all orders and are calculated at checkout. Delays might occur at customs and customs fees may apply. All customs and shipping fees are the responsibility of the customer and BurnGear is not liable for these charges. If ordering more than one product the items in your basket may not be delivered together depending on stock and supply. Refunds and returns within 14 days and at cost to the customer including shipping fees. 

HOW LONG BEFORE AFRIKABURN SHOULD I ORDER?

It is recommended that you place your final orders no later than early to mid January in order to receive your products on time and with enough time for removing packaging where needed and packing your gear properly. You should receive your orders in March, weeks ahead of the burn.

CLOTHING IS BASED ON PETITE/ASIAN SIZING CHARTS?

Clothing sizes are on the smaller size and based on Asian charts. Please note that NO clothing items can not be refunded, returned, or replaced. 

HOW LONG DOES IT TAKE TO SHIP MY ORDER?

We aim to have your order shipped as soon as possible. Your order is shipped directly from our suppliers to your door. Our products are shipped from various suppliers in the US. Please, allow time for customs clearance on both ends as this can take a number of weeks. We do not operate over weekends. Average delivery lead time is 4 to 8 weeks. Delays may occur with public holidays, at customs, or if the correct details including contact information is not supplied. 

DO I RECEIVE MY ENTIRE ORDER AT ONCE?

Your order is shipped as soon as possible. We do our best and get your order delivered in one go, but, it really does depend on stock and suppliers. As our suppliers are worldwide you might not get all the items in your cart at the same time. It is not necessarily shipped together unless it is from a single supplier.   

WHAT IF THE ITEM I ORDERED IS OUT OF STOCK?

If your order has been processed and an item you have ordered is out of stock we will let you know before we prepare your order for delivery to be sure you are willing to wait for the product you purchased. If you decide not to wait for the product you ordered we will fully reimburse your purchase.  

HOW DO I RETURN AN ITEM?

Should the item you receive be damaged or defected you have 48 hours after receiving your packaging to log a return. Clothing sizes are on the smaller size and based on Asian charts. Please note that NO clothing items can not be refunded, returned, or replaced. Refunds and returns within 14 days and at cost to the customer including shipping fees. Contact BurnGear and you simply post the item back to us. You will be refunded in full once BurnGear received the returned item. Email returns@burngear.co.za.

WHAT HAPPENS WITH THE MONEY WHEN IT COMES TO RETURNS?

Your account is credited, should you not want a credit please contact BurnGear. You may need to wait up to 30 days for a refund into your PayPal or bank accounts depending on the circumstances.  

WHAT PAYMENT METHODS CAN I USE TO SHOP?

Credit Card, Debit Card, PayFast, PayPal, Bitcoin   

WHERE DO WE SHIP TO?

We ship internationally to most major destinations and countries. If you are remote and are not sure we can reach you, please get in touch and we can confirm if we are able to deliver to your location. Additional shipping fees may apply as shipping is calculated to ship to South Africa. 

WHAT IF WHAT I WANT ISN'T LISTED ON THE STORE?

We will gladly contact our supplier to see if we can get the product for you. 

IS THERE A DISCLAIMER THAT I NEED TO BE AWARE OF?

Sigma Digital (BurnGear) and all associates are not liable for loss or injury as a result of shipping or use of any of the products sold on the store.  

WHAT IF I NEED MORE INFORMATION?

Please, get in touch if you need more information.