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FAQs

  • + - WOMENSWEAR A/W13 RUNWAY MADE TO ORDER

    RUNWAY MADE TO ORDER

    For the Prorsum Autumn/Winter 2013 runway show, Burberry introduced a complimentary personalisation service for coats and bags. Personalised products from the runway feature a bespoke engraved nameplate and the option to include new smart personalisation technology, allowing you to unlock unique digital content.

    • + - Which items are available to order from the runway?

      A selection of outerwear and accessories are available to order immediately after the show.

    • + - How long do I have to place a runway order?

      You will be able to order items from the collection immediately after the show until Sunday 3 March 2013.

    • + - Which items can be personalised?

      All outerwear and bags from the runway collection can be personalised. It is not possible to personalise small accessories such as belts or iPad, iPhone and laptop cases.

    • + - What is smart personalisation?

      Runway Made To Order pieces with smart personalisation features include:

      1. Smart technology (Radio Frequency Identification, RFID) embedded in your product. When visiting the Burberry store at 121 Regent Street, London with your product, you will be able to unlock personalised digital content on smart mirrors which turn instantly to video screens.

      2. A smart personalisation card, which unlocks personal digital content on a mobile phone.

      Please note: If your mobile device does not support smart personalisation technology or you encounter any problems, please enter the four digit smart code on the back of your card into the entry field on screen.

    • + - What is smart personalised content?

      This is unique to you and your product. It will include original sketches, runway footage, craftsmanship and the creation of your personalised nameplate.

    • + - Do I have to have smart personalisation?

      No. Smart personalisation is an optional service. You will have been contacted by Burberry at the time of purchase to confirm if you would like to have personalisation.

    • + - How much does personalisation cost?

      This is a complimentary service.

    • + - Can I have one element of personalisation on its own?

      You can opt to have a bespoke nameplate on its own without smart personalisation. However, to have smart personalisation you need to have a customised nameplate.

    • + - Can I personalise my item once I have received it?

      Unfortunately, it is not possible to personalise your item once it has been shipped.

    • + - How can the smart personalised content be activated?

      In two ways:

      1. When visiting the Burberry London flagship at 121 Regent Street with your product, the personalisation will be activated on selected large-scale mirrors, which turn instantly into screens playing your video.

      2. When the smart personalisation card is used with your mobile phone.

    • + - How does the smart personalisation card work?

      The smart personalisation card can be found in the inside pocket of your product and will unlock the story on your mobile phone:

      1. Go to story.Burberry.com on your phone

      2. Hold the card with your thumb and forefinger, with your thumb over the circle as indicated

      3. Holding your phone upright, place your card flat against the screen and guide it into place

      If your mobile phone is not compatible with the experience, you can enter the four digit smart code found on the card into the entry fields on the screen to unlock the personalised content.

    • + - How does the smart technology embedded in the product work?

      You can unlock your personalised story in our Burberry London flagship at 121 Regent Street by standing near one of the Burberry smart mirrors. Your item will automatically transform into a screen showing your personal video story. Please ask any of the in-store team for assistance.

      Please note that the RFID technology will deactivate after your product has been dry-cleaned multiple times.

    • + - Can I deactivate the smart technology after purchase?

      Yes. Please contact Customer Service to deactivate the technology within your product.

    • + - What personal information is stored?

      Smart personalisation contains a unique identification code that corresponds to your particular purchase. The associated content is stored securely on the Burberry server. Your personalised content will not be used by Burberry for any other purpose.

    • + - If I lose my personalised product can my information be traced?

      If this occurs, your personalised content could be unlocked by another person. However these items simply contain your name and no other personal data. If you lose your product or card, contact Customer Service who will be able to deactivate access to your personalised content.

    • + - When will funds be taken from my debit or credit card?

      Approved payment methods are debited on shipment of the order. However, your card may reflect the deduction of funds immediately upon placing the order.

    • + - When will I receive my order?

      We aim to ship your order within nine weeks from the end of Sunday 3 March 2013. Please note, international shipments or items containing exotic skins or fur are subject to strict controls by local customs authorities and as a result delays may occur for reasons outside of our control.

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

      You will not be required to pay any import taxes or duties unless your chosen shipping destination is Qatar. If so, please see Shipping Destinations, Costs and Delivery Times for more information.

    • + - Can I return a Runway Made to Order item?

      If you have not personalised your order, free returns are available within 30 days of shipping according to the conditions specified within Returns & Cancellations. Please follow the instructions in Returning Your Purchase. If you choose to personalise your order it will customised for you and returns or cancellations cannot be accepted.

    • + - Who should I contact if I have a question?

      If you have any queries or if we can be of any further assistance please do not hesitate to Contact Us.

  • + - ONLINE ORDERING

  • + - PAYMENT

    • + - Which currency will my purchases be 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
      Singapore SGD
      South Korea KRW
      Sweden SEK
      Switzerland CHF
      Taiwan TWD
      Turkey TRY
      UAE AED
      UK GBP
      USA USD

    • + - When will I be charged?

      Cards or other methods of payment are not charged until the order is accepted and shipped. However, your card or other method of payment may reflect deduction of funds immediately upon order. Burberry Bespoke items are charged at the time you submit your order.

    • + - Is saving my card secure?

      When ordering online there will be an option to save your card details meaning you can check out faster 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 Burberry 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 card 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 if you entered your payment information correctly on your order
      • Change the payment method on an open order

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

      No, 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.

      The following shipping information does not apply to Burberry Bespoke items. For further information please see the Burberry Bespoke Shipping 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




      • Please note that orders may encounter delivery delays due to adverse weather conditions in Kansas, New Mexico, Oklahoma and Texas.

        Shipping OptionsCostShipping Information
        Next Day$20.00
        • Order before 2:00pm EST, Monday-Thursday
        • Next day delivery Monday-Friday
        • Not avalable for Hawaii and Alaska
        StandardFree
        • Receive your order within 3-5 working days
        • Orders are estimated to arrive between 10:00am and 3:00pm local time
        • Orders placed after 2:00pm 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
        • Customers are not responsible for import taxes and duties
        • Please note all orders over $200 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 43 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, 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 'When will I receive my order' for costs and delivery times.

    • + - Can I collect my order in store?

      Collect-in-Store is a free service available in selected stores in the UK, USA, France, Spain, Italy and Germany only. The stores are listed at checkout where you can select your preferred store for collection.

      Please note collection times from the store will be:

      • Next Day (if ordered Monday - Friday before 2pm local time)
      • Two working days (if ordered after 2pm local time Friday or on a federal holiday)

      • On placing a Collect-in-Store order you will receive an Order Acknowledgement email and once your order has been accepted and processed you will receive a Shipping email advising when to collect your order from the selected store.
      • When collecting your order please bring the following items:
            - A state or government issued ID such as a drivers license or passport
            - The card used to purchase the products
      • If you would like someone to collect the order on your behalf, please provide your signed written permission in English in addition to the above items.
      • Your order will remain at the store for 10 days from the date of delivery. After this period, the items will be returned and a full refund processed to the original method of payment.

      For any further queries, please Contact Us.

    • + - Can I collect my order from another Burberry store?

      No, Collect-in-Store is available in selected stores only. The stores where this service is available are at checkout and you can select your preferred store for collection.

    • + - 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 Burberry, sign into your account and click the 'Order' tab.
      • You can also track your order once it has been shipped using the tracking number located in your shipping confirmation email at www.ups.com.

      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 product as 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 product upon delivery.
      • All orders are packaged in a Burberry bag, embossed with our logo and tied with a satin 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 unless your chosen shipping destination is Qatar. If so, please see below for more information.

      QATAR

      The recipient will be responsible for the payment of any relevant import taxes and duties. You will be notified of this at checkout. These import taxes and duties are non-refundable through Burberry. However, you may be able to recover these by contacting your local customs office directly. Burberry has no control over these charges. Please contact your local customs office for further information before placing your order.

      For any further queries, please Contact Us.

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

      • All orders, except Burberry Bespoke items, are packaged in a Burberry bag, embossed with the Burberry logo and tied with a satin ribbon.
      • Please indicate at checkout if you would like your purchase to include a gift card and enter a personal message.
      • In addition, if you tick the 'Gift wrap, message and receipt’ box at checkout, you will receive a Burberry Pochette or Burberry Gift box as appropriate for the product ordered.

      BURBERRY BESPOKE

      For Burberry Bespoke items, orders are delivered in our exclusive Burberry Bespoke packaging, embossed with the Burberry logo and tied with a satin 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 unless your chosen shipping destination is Qatar. If so, please see below for more information.


      QATAR

      • You will be responsible for the payment of any relevant import taxes and duties. You will be notified of this at checkout.
      • These import taxes and duties are non-refundable through Burberry. However, you may be able to recover these by contacting your local customs office directly.
      • Burberry has no control over these charges. Please contact your local customs office for further information before placing your order.

      For any further queries, please Contact Us.

    • + - What are shipping restrictions?

      • Certain items such as exotic skins, furs, cosmetics and fragrance 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.
      • You will be notified of such restrictions at the 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 Military Bases within the US only. However orders cannot be sent next day delivery.
      • 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 items within 30 days of shipping provided the return conditions specified below are met. 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 product 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 return, we shall 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.

      For further information please select Returns & Cancellations.

    • + - How do I return an order that I've collected in store?

      Free returns are available worldwide for all items within 30 days of shipping provided the Return Conditions are met. Please note that fragrance, Burberry Bespoke and personalised items cannot be returned. Instructions are provided in Returning your Purchase.

    • + - 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:

      Burberry Returns
      BRBY
      7601 Trade Port Drive
      Louisville, KY 40258
      USA

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

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

      • Yes, unused items can be returned to us within 30 days of the shipping date 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.

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