Write to us
If you want to go old school then you can always write us a letter.
111 Cricklade Street
If you are unhappy with your baselayer please use our contact us form and we will be in touch with your claim pack. We will provisionally agree claims via email but will require the defective product to be posted to be covered by the applicant for final approval. Your replacement product will be despatched free of charge.
Our baselayers are built to last and support you no matter what you’re doing. But a little extra TLC never hurts so they last even longer and you can enjoy them even longer.
You can put the baselayers in your washing machine, but wash them on a cold, delicates setting. It’s best to use a gentle detergent too.
Don’t tumble dry your baselayers, let them relax and dry naturally.
At Burnt Custard to make your purchase as easy and convenient as possible we’ve given you a choice of delivery options.
- 3 – 5 Business days
- 1 – 2 Business days
We care about your privacy. We treat your Personal Information as confidential. We keep it on a secure server and we fully comply with the Data Protection Act 1998 and consumer legislation. We reserve the right to disclose this information in the circumstances set out below.
Any personal data that you volunteer whilst using our services e.g. your name, e-mail address, billing address, delivery address, contact telephone numbers, product selections and a password will be stored.
We may also collect information about where you are on the internet (e.g. the URL you came from, IP address, domain types like .co.uk and .com), your browser type, the country where your computer is located, the pages of our website that were viewed during your visit, and any search terms that you entered on our website (“User Information”). We may collect this information even if you do not register with us.
You should be aware that this site is being monitored and may capture information about your visit that will help us improve the quality of our service.
We use your information only for the following purposes:
• Processing your orders;
• For statistical or survey purposes to improve this Website and its services to you;
• To serve website content to you;
• To administer this website;
• If you consent, to notify you of information, products or special offers that may be of interest to you.
We may contact you for any of the above purposes whether by telephone, email or in writing.
When you register with us you have the option to receive marketing information from us by post or e-mail, about products, promotions or special offers which we feel may be of interest to you. In the event that you do not wish to be contacted for such purposes, ensure that you tick or untick the appropriate box as you go through the registration process. You may unsubscribe from our contact list at any time.
We will not release your personal information to any company outside of Burnt Custard Ltd for mailing or marketing purposes unless you have given your consent.
We will only share your personal data with our partners for the purpose of fulfilling your order, providing customer service to you and getting feedback to improve the service we provide.
Be aware that if requested by the police or a government authority investigating suspected illegal activities to provide your Personal Information and/or User Information, we are entitled do so.
We are pleased to accept orders by any of the following methods. Online transaction (secure server), e-mail (unsecure), telephone, post. Please refer to our latest catalogue payment section for details. All credit / debit card transactions are subject to validation checks and are authorised by the card issuer. We use Paypal checkout for taking payments and thus do not store any payment details on our website.
No orders will be accepted or processed without a valid card payment in the name of the registered cardholder. General terms and conditions for website users and customers
By using this site you are agreeing to these terms and conditions.
These terms and conditions will apply to all transactions placed online, by e-mail, telephone or by post with Burnt Custard Ltd. Please read carefully before placing any order. All contracts shall be governed by and construed in accordance with English Law and any dispute between us will be resolved exclusively in the courts of England and Wales. Nothing in these terms and conditions will be deemed to affect your statutory rights.
References to the ‘company’, ‘us’ or ‘we’ will refer to Burnt Custard Ltd. All references to the customer shall mean the person or persons purchasing or agreeing to purchase goods from the company. All references to the Website shall include reference to all URL’s owned Burnt Custard Ltd.
Items ordered will be delivered as soon as possible in accordance with the requested delivery service. All delivery charges are subject to change without prior notice.
Every effort is made to ensure that delivery is made within the estimated time scales and a maximum of thirty days. All goods are subject to availability. In the event that we are unable to supply your goods within thirty days, we will inform you immediately and advise you of the expected delivery date. Outstanding orders / items can be cancelled at any time. In instances where payment has already been made, (Post Orders with a cheque), an alternative or refund in full for the item(s) concerned will be given.
In the event of any goods delivered by us being damaged in transit, deficient of items shown on the delivery note or failing to match the items ordered by you, then such details must be notified by you to us within seven working days of receipt. If we receive no such notification the customer will be deemed to have accepted the items as satisfactory. We cannot be held liable for any consequential loss caused by late delivery or failure to deliver by the company’s appointed carrier. Liability in such cases is limited to the value of those items, which are shown to have not been received by the customer.
Delivery windows provided by our courier companies are an estimate only and may change due to issues outside of our control. These could include but are not limited to issues such as inclement weather or traffic delays.
Burnt Custard cannot be held responsible for any import duty costs incurred by the purchaser. Prices on the website do NOT include customs charges.
Distance Selling Regulations
You have a right to cancel your order for up to fourteen days following the day after the date of delivery for any item purchased through the catalogue or website under the distance selling regulations for refund. This does not apply to any perishable goods, unsealed software or item personalised or made to your specification.
To cancel any item, you can e-mail us quoting your customer number and order number. You must take reasonable care of the items and retain all original packaging. Returning your items within 7 days of cancellation will result in a prompt refund. All goods are returned at your own expense unless the item is deemed faulty or incorrect, where we will refund the cost on receipt of the goods.
Providing the goods are received back with their original packaging and all accessories, you will receive a refund within thirty days of your notice to cancel.
We will not be liable for non-performances of our obligations caused or resulting from industrial disputes or any other circumstances beyond the reasonable control of the company such as act of God, riots, civil commotion, flood, fire and legislation. If by reason of such circumstances it shall become impossible within a reasonable time for the company to wholly or partly supply the items ordered then the customer’s liability will be limited to the value of the items already supplied together with any associated delivery charges.
Any complaint or compliment can be sent to our Customer Service Department. We will endeavor to deal with you complaint within 24 hours. In the event where we cannot resolve your complaint immediately we will advise a likely time scale to you and keep you informed of any investigation.
Any information displayed on our website or other printed matter by the company is not regarded to be authoritative or certified as the best practice and is only considered to be useful supplementary advice to other certified codes of practice. All information on our web site is updated regularly.
Pricing and Print Errors
Prices and specifications are checked to the best of our ability, and whilst every effort has been made to make them accurate, no responsibility will be accepted for errors and omissions. We reserve the right to alter our prices and specifications without notice.
Ownership of Goods
All items supplied to the customer remain the property of Burnt Custard Ltd until final payment of all sums owing in respect of those goods has been received in full by us.
1. Returns & Exchanges
We promise to refund any unworn, unused item you are not completely happy with when you return it to us in saleable condition by post within 30 days of receipt. To return or exchange an item please contact [email protected] and we will respond to your enquiry within 24 hours.
Returned parcels are on average refunded within 24 hours from receipt, however in the event of a delay in receiving the parcel this may take up to a maximum of 28 days. Refunds will be credited to your original method of payment.
You also have the right to cancel your contract with us and return your items by post within 14 calendar days from the day after the date you received your order.
Your statutory rights are not affected by our returns policy.
Burnt Custard undertakes bespoke kit supply for Snowsport England. For any purchases of Snowsport England products, returns and exchanges are unfortunately not available due to the product not being able to be resold.
2. Delivery Information (UK delivery)
Standard delivery (£2.99). Orders to most areas of the UK should arrive within 2-5 working days, exclusions include Northern Ireland and some areas of the Highlands. Working days are Monday-Friday 7am-9pm inclusive, excluding Saturday, Sunday and Bank holidays.
On occasions we will offer free delivery on all orders or with certain promotions. We withhold the right to withdraw these promotions at any point in time.