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FAQs
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The Burberry App

  • + - GIFT PACKAGING

    Standard packaging consists of a pouch, box or garment bag inside a Burberry box.

    If you would like your items to be gift packaged, please indicate that your purchase is a gift by selecting ‘Gift Packaging’ at the checkout. If you have selected ‘Gift Packaging’, you will have the opportunity to add a personal gift message to your order.

    Our gift packaging consists of a signature Burberry gift box finished with a hand-tied ribbon. Please note that we will always put the condition of your items first and, therefore, 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 and fragrance range.

    Products will be individually gift packaged.

  • + - 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.

    • + - What can I do if an item is out of stock?

      You can check product availability in certain Burberry stores by clicking on the ‘Find in Store’ button on our product page. Selected products will be available to pre-order. Shipping times for these items will be displayed at checkout. This service is not available for all Burberry stores.

    • + - What is a pre-ordered item?

      Certain products that are not immediately available to purchase may be displayed on Burberry.com. These items can be pre-ordered to secure them once they become available. Payment will be taken when or shortly after your order is placed. Delivery times will be communicated to you before you place your order and when you receive acknowledgement for your order. You can cancel your order at any time up to the item’s dispatch. Our usual return conditions apply, provided the item is not personalised, monogrammed or pierced jewellery, in which case the item cannot be returned or cancelled.

    • + - What happens if I ‘register interest’ for an item?

      Where certain items are ‘unavailable to purchase at present time’ on Burberry.com, you may be given the opportunity to ‘register interest’.

      If you choose to ‘register interest’, Burberry Customer Service will notify you as soon as the item is available to purchase on Burberry.com. No payment is taken during this process and the product is not reserved for you.

      Please note: we are not able reserve items or guarantee size availability.

    • + - What does ‘online exclusive’ mean?

      Any product which is described as an ‘online exclusive’ will only available to purchase on Burberry.com or through the Burberry app (where available) and is not available in any Burberry stores, through any Burberry authorised retailer or on any other website. If a customer has difficulties placing and order through Burberry.com, Customer Service may be able to assist by taking the customers’ details and placing the order for the “online exclusive” product over the telephone. ‘online exclusive’ products ordered online or though Customer Service can be collected from your selected Burberry store using the Burberry complimentary collect in store service, where available.

    • + - Can I cancel my order?

      Orders can be cancelled (excluding personalised or monogrammed items) in accordance with your statutory rights. Please contact us within 14 days from the day after the date on which the item in question was received and follow the instructions in Returns & Cancellations.

      Due to the personalised nature of personalised and monogrammed items, 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.

    • + - Is shopping online with Burberry secure?

      Online payment card transactions are transmitted through a secure server using Secure Socket Layering (SSL) encryption technology.

      For full details see our Privacy Statement.

  • + - 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.

    • + - 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 uses Secure Socket Layering (SSL) encryption technology to encrypt your payment details.

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

      PayPal account details cannot be saved.

      • If you pay using PayPal, the PayPal Privacy Policy available on the PayPal website will also apply. This sets out how PayPal collects, retains, processes, shares and transfers your personal data when you use PayPal’s services.

      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 three or four 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.

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

      No, tax on purchases made on Burberry.com or through any Burberry app 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 personalised or monogrammed items. For further information please see the Monogram FAQs section.

      Please allow additional time for personalised or monogrammed items. 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.

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

      SHIPPING DESTINATIONS


      • Shipping Options Cost Delivery Times
        Standard Free
        • 3-5 working days
        Express DKK 150.00
        • 1-3 working days
        • All delivery times stated are working days
        • Working days are Monday to Friday, excluding public holidays within the UK and your chosen shipping destination
        • Orders are estimated to arrive between 8:00 and 17:00 local time
        • Orders are shipped from the UK
        • Please allow additional time for personalised or monogrammed items. An estimated delivery time for your order will be available to view in checkout.
        • If a shipping cost promotion is available, the reduced shipping cost will be displayed at checkout.

    • + - Where does Burberry deliver?

      We currently deliver to 44 locations:

      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 UPS using the tracking number located in your shipping confirmation email.

    • + - 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.
      • Orders can be delivered to an address in any of the locations 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 tissue paper 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.

    • + - 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 receipt, 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 it is not possible to return personalised or monogrammed items. This does not affect your statutory rights.

      Please note it is not possible to return the following items using the free returns service:

      • Fragrance
      • Nail polish

      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(s).

      Instructions are provided in Returning your Purchase.

      Please Note: This does not affect your statutory rights or your ability to cancel your pierced jewellery, fragrance and nail polish orders in accordance with the terms in Cancelling your Order.
      You have the right to cancel your order (except for monogrammed items). Your cancellation right begins on the date you place your order and ends 14 days after the date you receive your order. You then have a further 14 days to return your order to us. Please refer to the terms in Order Cancellations and Amendments for more information.


      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. Where an item is supplied with a hygiene strip, the item can only be returned if the hygiene strip has not been removed and remains intact.

      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 personalised, monogrammed or pierced jewellery items cannot be returned for an exchange or refund. This does not affect your statutory rights.
      • 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-UK
      Blyth Riverside Business Park
      Coniston Road
      Blyth
      Northumberland
      NE24 4RF
      United Kingdom

      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 shipping for full price items and within 14 days of receipt for sale items, with the exception of personalised, monogrammed or pierced jewellery items. This does not affect your statutory rights.

      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.

      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

    • + - Where is the Burberry Cashmere Scarf made?

      Burberry Classic Cashmere Scarves are made in Scotland at two historic mills in the towns of Elgin and Ayr. From careful selection of the natural fibres to washing the fabric in local spring water, each step in creating a Burberry Classic Cashmere Scarf involves expert knowledge that has been handed down through the generations. Other types of Burberry cashmere scarves may be made in other countries. Please refer to our product pages for more information.

    • + -How do you wash a Burberry Cashmere Scarf?

      Due to the high quality and delicate nature of the yarn used to weave the Burberry Cashmere Scarf, it is recommended that you do not handwash this item. Please see the garment’s label for care instructions and consult your dry-cleaner for details of specialist care to help maintain its characteristic softness and lustre.

    • + - Where is the Burberry Heritage Trench Coat made?

      As a commitment to protecting British manufacturing, the Burberry Heritage Trench Coat is made in England. Please refer to our product pages for more information. In order to make a trench coat, many individual processes and techniques must be completed, and each of these ensures the continued quality and unique appearance the Burberry Trench Coat is known for.

    • + - Is the Burberry Trench Coat waterproof?

      Our Heritage Trench Coats are not waterproof, the Heritage Trench Coat is designed to protect the wearer against rain and made from water-repellent cotton gabardine, a fabric invented by Thomas Burberry in 1879. The innovative cloth is woven from fine, compacted cotton in a structure that prevents water from permeating the fabric.

    • + - How do you wash a Burberry Trench Coat?

      It is not recommended that you wash your trench coat. A Burberry Trench Coat should be professionally dry-cleaned – please see the garment’s care label for instructions. It is recommended that your trench coat is reproofed following dry-cleaning, in order to maintain its water-repellent qualities. If your trench coat has detachable fur or leather trim detailing, please consult your dry-cleaner for further advice.

    • + - 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

  • + - ONLINE DISPUTE RESOLUTION