• Free shipping World Wide!!

FAQ_ORG

ABOUT US

Who are we?

Burnana Concept is a company based in the Hong Kong dedicated to sourcing and offering the highest quality product and creative products all in one place. 

We work round the clock to provide the best value for you and ensure that the products we offer are the best you can find for your content creation, so you don't have to spend hours doing your own research. 

Is it safe to shop with you?

Absolutely! We committed to providing a safe and secure online shopping experience so that you can shop with confidence. 

To Learn More:

Social Media

SHIPPING

Do you provide free shipping?

Yes, we provide a free worldwide shipping! 

When is my order shipped? 

All orders should be shipped within 7 days upon payment confirmation. 

How do I track my order?

You can track your orders on various package tracking websites. Simply copy the tracking code of the order and paste it into the tracking website. Information about the status of the shipment appears within 3 - 5 days after the order is shipped.

Here are some most popular package tracking providers:

17 Track - 3rd Party tracking site
Global Order Tracking - 3rd Party tracking site
Package Radar
USPS Tracking
CANADA POST
AUSTRALIA POST

WHY IS MY ORDER BEING SHIPPED IN DIFFERENT PACKAGES?

If you have a multi-item order, each item may be shipped from the a different international warehouses, depending on which one has them available the fastest. Alternatively, if an item is popular and on a bit of a back order, we might ship your items at different times, in different packages, to prevent holding up your order and to get it to you as fast as possible! 

How long does it take to receive my package?

Typically orders with free standard shipping will arrive at your shipping address within 2-4 weeks, depending on the location of your country. 

For international free express shipping, it's usually takes (7-14) days to USA, UK,CANADA, AUSTRALIA and SPAIN

Help! I have not received my package. 

If you do not receive your package within the estimated delivery time, please drop us an e-mail at cs@burnanaconcept.com and we will investigate the matter immediately. We guarantee a 100% Refund if you do not receive your order. For more information on Refund Policy, click here.

ORDER AND REFUND

What if I am unsatisfied with my order?

For more information, please refer to our refund policy.

WILL I BE CHARGED FOR CUSTOMS AND IMPORT TAXES?

Mostly not from our experience especially for items less than few hundred dollars! However, countries like Brazil, tax may be applied!  

The prices displayed on our site are tax-free in USD, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

I would like to return my purchase!

CAN I CANCEL MY ORDER AFTER IT HAS BEEN PLACED?

Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. If you cancel your order BEFORE it has been processed and/or shipped, you will be assessed up to 20% cancellation fee to cover restocking fees and the charges assessed to us for refunds by the credit card companies.

Normally total refund will be arranged, However, for certain products and purchases behaviour, 6% of refund amount will be charged for product restocking and payment processing fee. 

The fastest way to initiate a refund is to follow the step-by-step 

  1. Take a picture of product's current condition and contact us first n email cs@burnanaconcept.com or sales@burnanaconcept.com.
  2. If product required to ship back, take a photo of recipe and tracking code after sending out the package.

Typically, it takes about 14-20 Business Days for us to receive your package, inspect the item, process it into inventory, and complete your refund. Your refund will be issued back to the original payment method you selected for the purchase (i.e. Credit/Debit Card or PayPal)

If you have any further queries, please do not hesitate to drop us an e-mail at sales@burnanaconcept.com or cs@burnanaconcept.com. We are happy to help!

How long does it take to receive my refund?

Typically, it will take about 5 - 20 Business Days for you to receive your refund. Your refund will be issued back to the original payment method you selected for the purchase (i.e. Credit/Debit Card or PayPal)

PAYMENT INFORMATION

Is it safe to use my credit/debit card on your site?

Yes! We understand your personal security and safety is of paramount importance. As affiliates of PayPal, we adhere to the strict electronic and physical measures to protect your devices and credit/debit card information from unauthorized access. 

 

I have a query or issue with my purchase.

Please use our live chat feature for fastest response. Otherwise, you can send us an email at sales@burnanaconcept.com and we will respond to you within 24 hours. 

Thank you for shopping with us!