FAQs

  • + - FESTIVE PACKAGING

    If you would like your items to be gift packaged, please indicate at checkout that your purchase is a gift by ticking ‘Gift Packaging and Gift Receipt’. You will also be offered the opportunity to add a personal gift message to your order. If you would like to do this, please tick the box marked ‘Gift Packaging, Gift Receipt and Message’ and enter your message at checkout.

    Our Festive gift packaging consists of a Burberry box with a gold tag and ribbon. Please note that we will always put the condition of your garment first and, due to this, we may be unable to offer gift boxes for large items. Due to safety restrictions we are also unable to offer gift packaging for some of our beauty range.

    Products will be individually gift packaged.

  • + - WOMENSWEAR SS15 RUNWAY MADE TO ORDER

    Individually crafted ready-to-wear and accessories from the Prorsum Womenswear Spring/Summer 2015 collection are available to order directly after the show. A complimentary service allows you to personalise select items with your name or initials.

    Available for two weeks until Monday 29 September, this is an exclusive opportunity to order items from the runway months before the collection arrives in store.

  • + - MONOGRAMMING SERVICE

    Selected products on Burberry.com are available to be monogrammed with your initials.

  • + - ONLINE ORDERING

    • + - How do I change my account details?

      Go to My Account and sign into your account using your email address and password. Click 'Account Details' and update, remembering to 'Save Changes'. For security purposes, we may request further information to verify your identity.

    • + - What do I do if I have forgotten my password?

      Please visit My Account, select 'Sign in' and then 'Forgotten password?'. We will email you a new password. For security purposes, we may request further information to verify your identity.

    • + - How will I know that Burberry has received my order?

      We will send an order acknowledgement email within 24 hours. Please Contact Us with your order details if you do not receive this email. Please note this is not an acceptance of your order. Your order is not accepted by us until you have received an email from us confirming that the order has been shipped.

    • + - If an item is out of stock is there a way I can be notified when it becomes available?

      For queries about out of stock items, please Contact Us.

    • + - Can I cancel my order?

      Customer Service is unable to cancel or make changes to an order once it has been placed.

      Due to the personalised nature of Burberry Bespoke, returns, changes or cancellations are not accepted once an order has been placed. This does not affect your statutory rights.

      Your order will be processed and a confirmation email sent on shipping. On delivery, if any items are unsuitable and meet the Return Conditions, please follow the instructions in Returning your Purchase.

      Due to the personalised nature of Burberry Bespoke, returns, changes or cancellations are not accepted once an order has been placed. This does not affect your statutory rights.

      BURBERRY RUNWAY MADE TO ORDER RETURNS & CANCELLATIONS

      Non-personalised Runway Made to Order items can be returned in accordance with our usual return conditions or cancelled in accordance with your legal rights. Personalised Runway Made to Order items cannot be returned, changed or cancelled once an order has been placed. This does not affect your statutory rights.

    • + - Is shopping online with Burberry secure?

      Our site features state-of-the-art security systems to encrypt your payment details, making it virtually impossible for them to be read over the Internet. For full details see our Privacy Statement.

    • + - What size should I order?

      Please refer to the Size Guide for more information on Burberry sizes.

      BURBERRY BESPOKE

      Due to the personalised nature of Burberry Bespoke, returns, changes or cancellations are not accepted once an order has been placed. This does not affect your statutory rights.

    • + - Why do my item selection options change throughout my Burberry Bespoke order?

      When customising your Burberry Bespoke trench coat, each selection you make will affect the options available to you at the next stage. At each successive stage, options available are those that best complement the options selected at the previous stage to create a trench coat with compatible styles, silhouettes and materials.

      For any further queries, please contact our dedicated Burberry Bespoke team who will be happy to assist.

  • + - PAYMENT

    • + - Which currency will my purchases be made in?

      Purchases and shipping costs are charged in the nominated currency of the shipping destination. Please see below:


      Country Payment Currency
      Australia AUD
      Canada CAD
      China CNY
      Denmark DKK
      EU Zones 1-3 EUR
      Hong Kong HKD
      Hungary EUR
      Japan JPY
      Kuwait USD
      Macau MOP
      Malaysia MYR
      Poland PLN
      Qatar QAR
      Russia RUB
      Singapore SGD
      South Korea KRW
      Sweden SEK
      Switzerland CHF
      Taiwan TWD
      Turkey TRY
      UAE AED
      UK GBP
      USA USD
    • + - When will I be charged?

      Your card or other method of payment will not be charged until your order is accepted and shipped. However, it may reflect deduction of funds immediately upon order. Burberry Bespoke items are charged at the time you submit your order. Runway Made to Order items will be charged within 14 days of placing the order.

    • + - Is saving my card secure?

      When ordering online there may be an option to save your card details meaning you can check out more quickly the next time you place an order. Our site features state-of-the-art security systems to encrypt your payment details.

      If you wish to change these details, please visit My Account and click on Account Details.

      Please see our Privacy Statement.

    • + - Why was my credit/debit card or other payment method declined at checkout?

      If you receive notification that your credit or debit card or other payment method has been declined, please contact your issuing bank or payment provider. Before doing so, please ensure that:

      • The card details or payment information entered are correct. For instance, your 16 digit code is correct and that you have selected the right card type
      • The 3 or 4 digit security number is correct
      • Your credit card has not expired

      If you have saved your card details or payment information we also recommend that you:

      • Check that the selected card or method of payment is active and that it has not expired
      • Ensure that the billing address matches the credit card or payment method used for payment
        - You can edit saved credit card details or payment information by selecting the ‘Update Billing Address’ button and following the instructions
      • Ensure you have supplied a correct 3 or 4 digit security number for the selected card or payment method
        - We always re-prompt for this information to uphold the security of your stored details

      If you would like further assistance, please Contact Us to:

      • Verify whether you entered your payment information correctly
      • Change the payment method on an open order

      Please note: orders cannot be placed over the telephone for delivery to addresses in China.

    • + - Can I claim a tax refund on purchases made online?

      No, tax on purchases made online cannot be recovered through the VAT Retail Export Scheme.

  • + - SHIPPING

    • + - When will I receive my order?

      Delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Delivery can take longer than expected due to customs clearance procedures in certain countries.

      The following shipping information does not apply to Monogrammed items, Burberry Bespoke items or Runway Made to Order items. For further information please see the Monogram FAQs, the Burberry Bespoke Shipping section or the Runway Made to Order section.

      Please select your preferred shipping destination for shipping options, delivery times, shipping costs and all other information. Please note different Terms & Conditions may apply for different shipping destinations.

      SHIPPING DESTINATIONS




      • FESTIVE DELIVERY

        To ensure delivery by the 24 December via standard shipping, please place your order before 5pm (EST) on the 16 December. For next day delivery, please place your order before 11:59pm, (EST) on the 22 December.


        Shipping OptionsCostShipping Information
        Same Day Collect-in-Store
        Manhattan, New York
        Free
        • Order before 12pm (EST), Monday-Saturday
        • Same day collection Monday-Saturday from 6pm (EST) until closing
        • Please place your order by 12pm (EST) on 24 December to ensure that it arrives by 24 December.
        • Please note: Orders placed after the cut-off time will be delivered the following day
        Collect-in-Store Free
        • Order before 5pm (EST), Monday-Friday
        • Please place your order by 5pm EST on 23 December to ensure that it arrives by 24 December.
        • Next day delivery Tuesday-Saturday
        • Please allow 1 additional day for delivery of monogrammed My Burberry fragrance
        Next Day$20.00
        • Order before 5pm EST, Monday-Thursday
        • Please allow 1 additional day for delivery of monogrammed My Burberry fragrance
        • Next day delivery Monday-Friday
        • Not available for Hawaii and Alaska
        Standard Free
        • Receive your order within 3-5 working days
        • Collect-in-store, Next Day and Standard orders are estimated to arrive between 10:00am and 3:00pm local time
        • Collect-in-store, Next Day and Standard orders placed after 5pm or on weekends and federal holidays will be processed on the following working day
        • Working days are Monday to Friday excluding federal holidays within the United States
        • Orders are shipped from the US
        • Any duties or taxes will be included in the final price shown at checkout
        • Please note all orders will require a signature on delivery.

      Please note: We do not deliver to freight forwarding addresses or P.O Boxes.

      For Burberry Bespoke, please see Burberry Bespoke Shipping.

    • + - Where does Burberry deliver?

      We currently deliver to 44 countries:

      Australia, Austria, Belgium, Bulgaria, Canada, China, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Japan, Kuwait, Latvia, Lithuania, Luxembourg, Macau, Malaysia, Malta, Netherlands, Poland, Portugal, Qatar, Romania, Russia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, Turkey, United Arab Emirates, United Kingdom (excluding Channel Islands) and United States of America (including US Military Bases). Please see the section above for costs and delivery times.

    • + - Can I collect my order in store?

      You can now shop online at Burberry.com and collect your order in selected stores as early as the following day. Designed around your lifestyle, the complimentary delivery option also gives you the opportunity to experience our personal in-store customer service. Items can be collected at your convenience and returned using our free Returning your Purchase process.

      For more information and a full list of participating stores, please see Collect-in-Store.

    • + - How do I ship to another country?

      Select your shipping destination at checkout. Purchases will be charged in the nominated currency of the country selected for shipping. More information on purchasing can be found in Payment. Please note different Terms & Conditions may apply for different shipping destinations.

    • + - Can I track my order?

      • If you have a registered account with Burberry, please select My Account, sign into your account and click the 'Order' tab.
      • Once your order has been shipped you can also track it at www.ups.com using the tracking number located in your shipping confirmation email.
      • For any further queries, please Contact Us or for Burberry Bespoke please contact our dedicated Burberry Bespoke team who will be happy to assist.

    • + - Can I send my order as a gift?

      Yes, orders can be sent as a gift.

      • At the Shipping section of the checkout, indicate the item is a gift to ensure the price is not included on the shipping note.
      • During checkout you can enter a gift message to arrive with the item upon delivery.
      • All orders are packaged in a Burberry bag tied with a ribbon.
      • Orders can be delivered to an address in any of the countries listed within the Shipping Destinations, Costs & Delivery Times table. Select the destination Country, then select the item(s) you wish to send, and enter the recipient’s shipping address.
      • The recipient is not required to pay the relevant import taxes or duties.
      • If the recipient returns the item, the refund will be made to the original method of purchase.

      For any further queries, please Contact Us.

    • + - Can my order be gift-packaged and/or include a gift message?

      Gift packaging can be added at checkout with an optional gift message.

      Our gift packaging consists of a Burberry box with a gold tag and ribbon. Please note that we will always put the condition of your garment first and, due to this, we may be unable to offer gift boxes for large items. Due to safety restrictions we are also unable to offer gift packaging for some of our beauty range.

      Products will be individually gift packaged.


      BURBERRY BESPOKE

      Burberry Bespoke items are delivered in our exclusive Burberry Bespoke packaging, tied with a ribbon. Selected items may require alternative packaging for added protection and will be delivered in a unique hanging case.

    • + - Do you ship to multiple addresses?

      Unfortunately we can only ship your online order to one location. To ship to multiple addresses, a separate order would need to be placed for each address.

    • + - How much duty and tax will I have to pay?

      You will not be required to pay any import taxes or duties.

      For any further queries, please Contact Us.

    • + - What are shipping restrictions?

      • Certain items such as exotic skins, furs, cosmetics, fragrance and nail polish have strict international trading agreements and regulations to which we must adhere. Unfortunately we are unable to ship these items to certain countries outside of the EU and US and to certain states within the US and countries in the EU.
      • There are restrictions on jewellery to Russia.
      • You will be notified of such restrictions at checkout.

      For a full list, please view Shipping Restrictions or for any further queries, please Contact Us.

    • + - Does Burberry ship to Post Office Boxes, Military Bases or Freight Forwarding Addresses?

      • Burberry ships to US Military Bases. These orders have specific delivery times and restrictions applied.
      • Unfortunately we do not deliver to freight forwarding addresses or P.O Boxes.

  • + - RETURNS

    • + - How do I return an item I've ordered online?

      Free returns are available worldwide for all full price items within 30 days of shipping and all sale items within 14 days of shipping, provided the return conditions specified below are met. Alternatively orders can be returned for an exchange or refund in Burberry mainline stores within the country of shipping. Please note that Burberry Bespoke and personalised items cannot be returned. Instructions are provided in Returning your Purchase.


      RETURN CONDITIONS

      • Purchases must be returned from the original shipping country with the original Returns Form.
      • Items returned must be in their unused original condition with all Burberry item tags attached and any related accessories or instruction booklets included.
      • Incomplete, damaged, worn, soiled or altered returns, or anything we at Burberry reasonably believe has been used, will not be accepted and therefore sent back to the customer.

      On receipt of a return, we will process the refund as soon as possible. We estimate refunds will be made by the provider of your payment method within 7-10 working days. Working days are Monday to Friday, excluding UK public holidays.

      • If the item which you are returning was purchased in a currency other than your local currency, any refund will be paid in the same currency as purchase. Due to fluctuations in currency exchange rates the amount refunded may be higher or lower than the original price paid.
    • + - How do I return an order that I've collected in store?

      • • Free returns are available worldwide for all full price items within 30 days of shipping and all sale items within 14 days of the receipt, provided the Return Conditions are met. Please note that Burberry Bespoke and personalised items cannot be returned and that fragrance and nail polish items may not be returned using the free returns service. If you cancel your order for a fragrance or nail polish item and return the item(s) using any other collection or postal service, you will be required to pay the costs of returning the item.
      • Instructions are provided in Returning your Purchase.
      • All Collect-in-Store orders can be collected at your convenience and returned using our free Returning your Purchase process. Our store associates are also on hand to assist with any returns or exchanges. For any further queries, please Contact Us.
    • + - What if I cannot find a returns label in my parcel?

      For Burberry.com orders you can use our collection service at no additional cost to ensure returned items are protected and recorded during delivery. To schedule this service, please Contact Us. However, you may also return the goods to us by any secure means to:

      BBR-US
      3254 N Mill Road
      Vineland
      NJ 08360
      USA

      Important: We do not accept liability for goods returned using any method other than our collection service.

      Goods should not be returned via UPS Drop Box as this is not a supported return method.

    • + - Can I return an item I received as a gift?

      Yes, unused items can be returned to us within 30 days of shipping for all full price items and within 14 days of shipping for all sale items, with the exception of Burberry Bespoke and personalised items, which cannot be returned.

      Please return the goods to us using the free Returning your Purchase process and ensure the Return Conditions are met. Returns will be refunded to the original purchaser via the original method of payment.


      For any further queries, please Contact Us.

  • + - CUSTOMER SERVICE



For any further queries, please Contact Us or for Burberry Bespoke please contact our dedicated Burberry Bespoke Team who will be happy to assist.