FAQS

MENSWEAR SS15 RUNWAY MADE TO ORDER


  • What can I order from the runway?
  • What can be personalised?
  • How can I personalise my order?
  • Do I have to personalise my item and how much does it cost?
  • Can I personalise my item once I have received it?
  • Are there any shipping restrictions?
  • When will payment be taken from my debit or credit card?
  • When will I receive my order?
  • How much duty and tax will I have to pay?
  • Can I return a RMTO item?
  • Who should I contact if I have a question?


  • ONLINE ORDERING

  • How do I change my account details?
  • What do I do if I have forgotten my password?
  • How will I know that Burberry has received my order?
  • If an item is out of stock is there a way I can be notified when it becomes available?
  • Can I cancel my order?
  • Is shopping online with Burberry secure?
  • How do I choose the size of my Burberry Bespoke trench coat?
  • Why do my product selection options change throughout my Burberry Bespoke order?


  • PAYMENT

  • Which currency will my purchases be made in?
  • When will I be charged?
  • Is saving my card secure?
  • Why was my credit/debit card or other payment method declined at checkout?
  • Can I claim a tax refund on purchases made online?


  • SHIPPING

  • When will I receive my order?
  • Where does Burberry deliver?
  • Can I collect my order in store?
  • How do I ship to another country?
  • Can I track my order?
  • Can I send my order as a gift?
  • Can my order be gift-wrapped and/or include a gift message?
  • Do you ship to multiple shipping addresses?
  • How much duty and tax will I have to pay?
  • What are shipping restrictions?
  • Does Burberry ship to Post Office Boxes, Military Bases or Freight Forwarding Addresses?


  • RETURNS

  • How do I return an item I've ordered online?
  • How do I return an order that I’ve collected in store?
  • What if I cannot find a Returns Label in my parcel?
  • Can I return an item I received as a gift?


  • CUSTOMER SERVICE

  • How do I contact Burberry Customer Service?
  • How do I find out more information about Runway Made to Order Products and ordering?
  • How do I maintain my Burberry items?
  • Where can I have Burberry items repaired?
  • Where do I find items I have seen in the press?
  • How do I unsubscribe from your mailing list?


  • MENSWEAR SS15 RUNWAY MADE TO ORDER

    Individually crafted ready-to-wear and accessories from the Prorsum Menswear Spring/Summer 2015 collection are available to order directly after the show. A complimentary service allows you to personalise select items with a bespoke nameplate.

    Available for one week until Tuesday 24 June, this is an exclusive opportunity to order items from the runway months before the collection arrives in store.

  • What can I order from the runway?

    A selection of ready-to-wear and accessories is available for order immediately after the show until Tuesday 24 June 2014.

  • What can be personalised?

    Select ready-to-wear items and accessories from the runway can be personalised as follows:

    Ready-to-wear items and bags can be personalised with a bespoke nameplate showing your name or initials using Roman characters in the Burberry font.

    Please note: character limits apply for all personalisation requests and it is not possible to use symbols.

  • How can I personalise my order?

    On receiving your order, if your product can be personalised, Customer Service will contact you via email and ask if you would like to proceed with personalisation. You will also receive a follow-up email confirming your personalisation details.

  • Do I have to personalise my item and how much does it cost?

    Personalisation is an optional, complimentary service.

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

    Personalisation requests are available until Tuesday 24 June 2014. It is not possible to personalise your item once it has been shipped.

  • Are there any shipping restrictions?

    Certain products will be restricted at checkout for shipping outside of the EU and US. You will be notified at the product page and when placing an order at checkout.

  • When will payment be taken from my debit or credit card?

    Payment for Runway Made to Order items made online will be taken within 14 days of placing the order. Your debit or credit card may show an authorisation for the relevant amount at the time you place the order.

  • When will I receive my order?

    We aim to ship your order within nine weeks after the order window closes on Tuesday 24 June 2014.

    Please note that 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?

    Please see Shipping Destinations, Costs and Delivery Times for more information.

  • Can I return a RMTO item?

    If you do not personalise 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 be customised for you and changes, returns or cancellations cannot be accepted. This does not affect your statutory rights.

  • 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

    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.

    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.

    BURBERRY BESPOKE

    Due to the personalised nature of Burberry Bespoke orders, returns, changes or cancellations are not accepted 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 guides on that item 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 will 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

    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. Shipping and 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 Burberry Bespoke items or Runway Made to Order items.

    Delivery Countries Estimated
    Delivery Time
    Customer
    Shipping Cost
    United Kingdom Next working day
    Saturday
    Free
    £25
    United States - 50 States* 3-5 days
    Next day
    Free
    $20.00
    United States
    Military Bases (AFO/FPO)
    Domestic Military Bases: 3-8 days
    Overseas Military Bases: Up to 45 days
    Free
    Australia 3-5 days Free
    Austria 5-7 days
    3-5 days
    Free
    €20
    Belgium 3-5 days
    2-3 days
    Free
    €20
    Bulgaria 4-5 days
    1-2 days
    Free
    €20
    Canada 2-3 days CAD 20
    China 10-14 days CNY 180
    Cyprus 1-2 days Free
    Czech Republic 4-6 days
    1-2 days
    Free
    €20
    Denmark 3-5 days
    1-2 days
    Free
    DKK 150
    Estonia 4-6 days
    1-2 days
    Free
    €20
    Finland 4-6 days
    1-2 days
    Free
    €20
    France 3-5 days
    1-2 days
    Free
    €20
    Germany 3-5 days
    1-2 days
    Free
    €20
    Greece 4-6 days
    1-2 days
    Free
    €20
    Hong Kong 2-3 days Free
    Hungary 3-5 days
    1-2 days
    Free
    €20
    Ireland 3-5 days
    1-2 days
    Free
    €20
    Italy 3-6 days
    1-2 days
    Free
    €20
    Japan 3-4 days Free
    Kuwait 4-6 days Free
    Latvia 4-5 days
    1-2 days
    Free
    €20
    Lithuania 3-5 days
    1-2 days
    Free
    €20
    Luxembourg 3-5 days
    1-2 days
    Free
    €20
    Macau 2-3 days Free
    Malaysia 2-3 days Free
    Malta 1-2 days Free
    Netherlands 3-5 days
    1-2 days
    Free
    €20
    Poland 4-6 days
    1-2 days
    Free
    PLN 90
    Portugal 3-5 days
    1-2 days
    Free
    €20
    Qatar 2-4 days Free
    Romania 4-5 days
    1-2 days
    Free
    €20
    Russia 4-10 days RUB 1000
    Singapore 2-3 days Free
    Slovakia 4-6 days
    1-2 days
    Free
    €20
    Slovenia 3-5 days
    1-2 days
    Free
    €20
    South Korea 4-6 days KRW 30,000
    Spain 4-6 days
    1-2 days
    Free
    €20
    Sweden 4-6 days
    1-2 days
    Free
    SEK 180
    Switzerland 2-3 days Free
    Taiwan 3-4 days TWD 930
    Turkey 4-6 days TRY 45
    UAE 3-4 days AED 100

    *Please note: all orders will require a signature on delivery.

    Select a Country to ship to your preferred destination and view local prices and delivery times. Please note you will lose the contents of your shopping bag if you change country.

    SHIPPING DESTINATIONS

    - In the US most items are eligible for next day delivery.

    - Orders for next day delivery must be placed before 5pm EST on a working day. Orders received after this deadline will be processed the following working day. Working days are Monday-Friday, excluding federal holidays within the United States.

    Orders for Saturday delivery must be placed before Friday 5pm EST. Saturday delivery is between 9am and 2pm EST.

    Please note: Orders placed after 5pm EST time on a Friday will not be delivered the next day but on the following Saturday.

    Please note: Next day delivery is not available for orders with shipping destinations in Alaska or Hawaii.

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

    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 question 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, please see Collect-in-Store.


    How do I ship to another country?

    To ship to another country, select the Country you wish to ship to. Please note you will lose the contents of your shopping bag if you change country. 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 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.

    - 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-wrapped and/or include a gift message?

    - All orders, except Burberry Bespoke items, are packaged in a Burberry bag tied with a satin ribbon.

    - Please indicate at checkout if you would like your purchase to include a card and 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 item ordered.


    BURBERRY BESPOKE

    - Burberry Bespoke items are delivered in our exclusive Burberry Bespoke packaging, 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.

    For any further queries, please Contact Us.

    What are shipping restrictions?

    - Certain items such as exotic skins, 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 Burberry reasonably believes 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.

    Where items are returned through the Burberry free return service, shipping charges will not be refunded, apart from in exceptional cases.

    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 full price items within 30 days of shipping and all sale items within 14 days of receipt, provided the Return Conditions are met. Please note that fragrance, nail polish, 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 full price items and within 14 days of shipping for all sale items, with the exception of fragrance, nail polish, 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


    How do I contact Burberry Customer Service?

    Please visit our Contact Us page for full contact details.

    How do I find out more information about Runway Made to Order Products and ordering?

    Please visit our Contact Us page for full contact details of Customer Service who will be able to help with your enquiry.

    How do I maintain my Burberry items?

    For further advice on how to care for your Burberry item, please Contact Us.

    Where can I have Burberry items repaired?

    Our handbags, small leather goods (including belts), shoes, jewellery, timepieces and sunglasses can be presented at any Burberry store for an assessment of repair. Please note for Burberry apparel we offer a repair service for Burberry outerwear only. Please Contact Us for further advice.

    Where do I find items I have seen in the press?

    If you cannot find what you are looking for on Burberry.com, please Contact Us.

    How do I unsubscribe from your mailing list?

    You may unsubscribe using the link at the bottom of any Burberry email. Alternatively, if you have a registered account with Burberry, you can visit My Account, sign in, select the'Account Details' tab, 'Email Settings' and then select 'Unsubscribe' or Contact Us.


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