FAQs

  • + - MENSWEAR S/S16 RUNWAY MADE TO ORDER

    Ready-to-wear and accessories from the menswear Spring/Summer 2016 collection are available to order directly after the show. A complimentary service allows you to personalise selected items with your name or initials.

    Available for one week until Monday 22 June, this is an exclusive opportunity to order items from the runway months before the collection arrives in store.

  • + - GIFT 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 gift packaging consists of a Burberry bag or box with 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.

    We also offer minimal packaging, which consists of a plain box with tissue paper.

    Products will be individually gift packaged.

  • + - MONOGRAMMING SERVICE

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

    • + - Which Burberry products can be monogrammed?

      A selection of scarves and ponchos can be embroidered with up to three of your initials using Roman characters in the Burberry font. The 90ml edition of the My Burberry fragrance bottle can also be engraved with up to three of your chosen initials using Roman characters in the Burberry font. Monogramming may also be available for a selection of other products for each season.

    • + - How can I monogram my item?

      If the option to monogram is available it will be displayed on the product page for the item. You can select your chosen initials for each product before adding it to your basket.

      Please note: up to 3 characters and only Roman characters can be monogrammed. Symbols cannot be included in the monogramming.

    • + - Do I have to monogram my item and how much does it cost?

      Monogramming is an optional service and you do not have to select monogramming. For scarves and ponchos there is a charge for the service, which is displayed on the product page. This will be shown in your basket at checkout. Monogramming is offered as a complimentary service for the 90ml edition My Burberry fragrance bottles.

    • + - Can I monogram my item once I have received it, or after I have submitted my order?

      It is not possible to request monogramming for your item after the order has been placed or after you have received your item. All monogramming requests must be submitted at the time of ordering and cannot be accepted after your order has been placed. If you have placed an order and need further assistance, please Contact Us.

    • + - Can monogrammed items be shipped to all countries?

      Certain products, such as fragrances, have shipping restrictions. You will be notified on the product page and when placing an order at checkout, if such restrictions exist for your selected shipping destination.

    • + - When will I receive my monogrammed item(s)?

      Monogrammed items may be shipped separately from non-monogrammed items. Delivery for monogrammed items may take slightly longer, usually one additional day, as a result of the additional time required to create a personalised product. Please see Shipping Destinations, Costs and Delivery Times for more information on delivery times.

    • + - When will I be charged?

      Payment will be taken for monogrammed scarves and ponchos at the time or shortly after you submit your order and in advance of shipping.

      If items are shipped separately, you may be charged separately for items as they are shipped. However, your card or payment account may reflect the authorisation and reservation of funds immediately when your order is submitted and before it is accepted and shipped.

      Payment will be taken for monogrammed My Burberry Fragrance when your order is accepted and shipped.

    • + - 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 monogrammed item?

      If you choose to monogram any item, it will be customised for you and changes, returns, exchanges 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

  • + - 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. Payment will be taken for Burberry Bespoke, personalised and monogrammed scarves and ponchos at the time of or shortly after you submit your order and therefore in advance of shipping. 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. An estimated delivery time for your order will be available to view in checkout. 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 allow additional time for monogrammed scarves and ponchos. An estimated delivery time for your order will be available to view in checkout.

      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




      • Shipping OptionsCostShipping Information
        Same Day Collect-in-Store
        Manhattan, New York
        Free
        • Order before 12pm EST, Monday-Saturday
        • Same day collection, Where available, Monday-Saturday from 6pm (EST) until closing
        • 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
        • Next day delivery Tuesday-Saturday
        Next Day$20.00
        • Order before 5pm EST, Monday-Thursday
        • 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 allow additional time for monogrammed scarves and ponchos. An estimated delivery time for your order will be available to view in checkout.

      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.

    • + - 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 have 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 in Burberry mainline stores within the US. 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.

    • + - How do I return an order that I have 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, personalised and monogrammed 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 receipt for all sale items, with the exception of the following:

      • Personalised or monogrammed items
      • Bespoke items

      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.

      Gift Cards cannot be returned and are non-refundable.

      Please note that fragrance and nail polish items may not be returned using the free returns service. If you wish to return a fragrance or nail polish item using any other collection or postal service, you will be required to pay the costs of returning the item.


      For any further queries, please Contact Us.

  • + - AFTER SALE

    • + - Does Burberry offer repair services?

      Burberry offers a range of repair services on handbags, small leather goods (including belts), watches and outerwear. We do not offer a repair service for Burberry clothing apart from outerwear.

      Visit your local store where your item(s) will be examined and you will be advised on the options available to you. Not all repairs are possible however we will endeavour to fulfil your request.

      Please note: repairs may be chargeable.

    • + - Where can I ask for advice on my Burberry watch or have it serviced or repaired?

      Please visit one of our Burberry stores, ensuring that you bring your watch guarantee card, or contact our Customer Service teams for advice on watch services and repairs.

      Please be advised that certain styles of watches may not be repairable by Burberry.

    • + - How often should I service my Burberry watch?

      We recommend that your watch is serviced every 2-3 years to ensure it is fully functional. During this service, our specialist will examine your watch and determine whether any repairs need to be made.

      Please be aware that all watch repairs will incur a charge.

    • + - My watch comes with a 2-year warranty. What does that cover?

      The product warranty for watches covers material, manufacturing and craftsmanship defects related to watch movement, hands and dial.

    • + - Does Burberry offer an alteration service?

      A complimentary alteration service is available on full priced garments within three months of purchase. Any alterations will be measured and pinned as necessary. This complimentary service is only available for basic alterations. Other alterations are available but will incur a charge.

      All alterations will be chargeable for sale items and garments after 3 months of purchase.

    • + - Where is an alteration service available?

      You can find the alteration service available in the majority of stores. To locate your nearest store, please visit the store locator.

    • + - How long does the alteration service take?

      We aim to have your product ready for you as quickly as possible. Please be aware that lead time of alteration may vary in different countries.

  • + - 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.