FAQs

  • + - WOMENSWEAR AW14 RUNWAY MADE TO ORDER

    Individually crafted ready-to-wear and accessories from the Prorsum Womenswear Autumn/Winter 2014 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 3 March, this is an exclusive opportunity to order products from the runway months before the collection arrives in store.

    • + - What can I order from the runway?

      A selection of ready-to-wear, accessories and beauty is available for order immediately after the show until Monday 3 March 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.

      Select scarves can be personalised with your initials in an embroidered or woven monogram, depending on the fabric of the item.

      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 Monday 3 March 2014. It is not possible to personalise your item once it has been shipped.

    • + - I am ordering a hand-painted coat or bag, or a rug or blanket bag. Can I see the exact product I will be receiving?

      The craftsmen and artists will be using the runway style you have chosen as inspiration to create your item. If you are placing an order for a painted leather bag or coat, the hand-painted nature of each item means it will have unique differences and will be an individual one-off design. If you are placing an order for a bag made from a blanket or rug, each item will be crafted from a unique piece of patterned cloth or rug. Therefore, the coat or bag you receive will differ from the items pictured on the website or shown on the runway, as these are only representative. The actual item delivered to you may have different colours and designs. Due to the creative and order processes, we cannot provide a preview of your item before you receive it.

    • + - Who will be hand-painting my bag or coat?

      A selection of artists have been commissioned to create the artworks for Burberry.

    • + - Can I make any requests or specifications in relation to the design of my order?

      The artists will be taking the runway style you have chosen as their inspiration and, therefore, cannot take personal requests.

    • + - Are there any shipping restrictions?

      Certain products will be restricted at checkout for shipping outside of the EU and US. You will be notified on 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 ordered 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 Monday 3 March 2014. We aim to ship nail polish within three weeks of the order window closure.

      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 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.

    • + - Who are the artists and what are the track titles?

      Three tracks have been recorded live at the Burberry Prorsum Womenswear A/W14 show. The track list is:

      • Ed Harcourt – “Wandering Eye”
      • Rhodes – “Raise Your Love”
      • Paloma Faith – “Only Love Can Hurt Like This”
    • + - How do I download the tracks?

      Please visit iTunes.com/burberry where you will be able to preview, purchase and download the A/W14 show tracks. Alternatively if you are unable to access iTunes.com/burberry, the tracks will also be available via the global iTunes store where you can search by name/artist. The names of the tracks and their artists will be published on Burberry.com immediately after the show.

    • + - Which countries are eligible to download the tracks?

      The tracks will be available to download via the majority of the global iTunes store, however in some countries you may not be able to view the Burberry brand page (iTunes.com/burberry). This includes China. If you visit iTunes.com/burberry from one of these countries a dialogue box will appear letting you know that the content is not available in that store.

    • + - How much do the tracks cost?

      The price is set by the label and varies by market so please visit iTunes.com/burberry or iTunes.com. The price will be displayed before download.

    • + - For how long are the tracks available to download?

      Live tracks from the Burberry Prorsum Womenswear AW14 show will be available to download for a number of months following the show.

      Burberry will regularly update and refresh the tracks available on the Burberry iTunes store, so check back frequently for new music.

    • + - What should I do if I am having technical difficulties?

      Please visit the help section of the iTunes website if you are having trouble downloading or purchasing the tracks.

  • + - MENSWEAR AW14 RUNWAY MADE TO ORDER

    Individually crafted ready-to-wear and accessories from the Prorsum Menswear Autumn/Winter 2014 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 Wednesday 22 January, this is an exclusive opportunity to order products from the runway months before the collection arrives in store.

  • + - BRIT RHYTHM

    Sign up to get your free Brit Rhythm sample with a chance to win a VIP all access pass to a Burberry event in Shanghai.

    Please note: Brit Rhythm samples and the chance to win a VIP all access pass are available in selected countries only. Please see below for a full list of participating countries.

    BRIT RHYTHM SAMPLES

    • + - How can I register for a free sample of Brit Rhythm?

      A free sample of Brit Rhythm is available for delivery to 39 countries through Burberry.com. Select Brit Rhythm and follow the instructions to sign up.

      By signing up to request your free Brit Rhythm sample you will automatically be entered into the exclusive prize draw for two VIP all access passes to the Burberry event in Shanghai.

    • + - What is the Brit Rhythm sample?

      Your Brit Rhythm sample is three scented Brit Rhythm fragrance tattoos, which you can place on your skin to experience the scent.

    • + - How many samples can I request?

      Each person can request one set of three fragrance tattoo samples. There is a limited number of samples, therefore availability cannot be guaranteed.

    • + - What information is required to register for a free sample?

      To request your free Brit Rhythm sample, simply submit your name, email address and delivery information. All information is held securely in adherence with the Burberry Privacy Policy.

    • + - What is Facebook Connect and how can I register using Facebook Connect?

      If you have a Facebook account you can register easily using Facebook. If you choose to sign in using your Facebook account you will need to allow Burberry to access some of your Facebook profile details.

    • + - When will I receive my sample?

      We aim to ship fragrance samples within three weeks. All orders are shipped from the United Kingdom. Please note: shipping times are estimates and should be used as a guide only.

    • + - Where can Brit Rhythm samples be shipped to?

      Brit Rhythm samples can be shipped to the following countries only: Australia, Azerbaijan, Bangladesh, Belgium, Brazil, Canada, Czech Republic, Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Japan, Korea, Kuwait, Malaysia, Mexico, Netherlands, Norway, Oman, Poland, Portugal, Qatar, Russia, Saudi Arabia, Singapore, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, UAE, UK, US. Please Contact Us for any further information.

    • + - Can I track my sample?

      All samples are sent via a local postal service, therefore it is not possible to provide tracking information. If you do not receive your free sample please contact our Customer Service team who will endeavour to replace it, subject to availability.

    • + - Where can I purchase Brit Rhythm?

      Brit Rhythm is available to purchase through Burberry.com, in all Burberry stores and through selected retailers. Please Contact Us for further information.


    BURBERRY EVENT

  • + - ONLINE ORDERING

    • + - How do I change my account details?

      Go to My Burberry 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 Burberry, 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?

      All orders can be cancelled except Burberry Bespoke and personalised or altered items. Please contact us within 14 days from the delivery date and follow the instructions in Returns & Cancellations.

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

      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
        Collect-in-Store Free
        • Order before 7pm London time, Monday-Friday
        • Next day delivery Tuesday-Saturday
        • Please note: Orders placed after the cut-off times or on weekends and public holidays will be processed on the following working day
        Next Day Free
        • Order before 7pm London time, Monday-Thursday
        • Next day delivery Monday-Friday between 9am and 5pm London time
        • Please note: Orders placed after the cut-off times or on weekends and public holidays will be processed on the following working day
        Saturday£25.00
        • Order on or before 7pm London time on Friday
        • Saturday delivery between 9am and 2pm London time
        • Please note: Orders placed after 7pm London time on a Friday will not be delivered the next day but on the following Saturday
        • Working days are Monday to Friday, excluding public holidays in the UK and your chosen shipping destination
        • All orders are shipped from the UK
        • Please note: Orders placed after the cut-off times or on weekends and public holidays will be processed on the following working day

        POSTCODE EXCEPTIONS

        There are a small number of postcodes to which we cannot deliver within our usual delivery times. Please allow extra time for your order to arrive as stated in the table below:

        Please note: These postcodes are also not eligible for Saturday delivery.


        Postcode Delivery Time
        AB13-AB15, AB23, AB30-AB56, FK7 7PX, FK8, FK20, IM1-IM99, IV1-IV63, KW1-KW10, ML8-ML12, PA20-PA28, PA32-PA38, PH3-PH11, PH15-PH35, PH39-PH40, PH49-PH50, TD13-TD14 2 working days
        PA29-PA31, PA62-PA72, PA74-PA75, PA80, TR21-TR25 3 working days
        KW11-KW14, PH36-PH38, PH41 4 working days
        HS1-HS9, KA27-KA28, KW15-KW17, PA41-PA61, PA73, PA76-PA78, PH42-PH44, ZE1-ZE3 5 working days

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

      Please view the full Burberry Distribution Limited Terms and Conditions, which apply to the shipment of your order.

      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 the section above for costs and delivery times.

      Please view the full Burberry Distribution Limited Terms and Conditions, which apply to the shipment of your order.

    • + - 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.

      Please view the full Burberry Distribution Limited Terms and Conditions, which apply to the shipment of your order.

    • + - 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.
      • 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.

      Please view the full Burberry Distribution Limited Terms and Conditions, which apply to the shipment of your order.

      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.

      Please view the full Burberry Distribution Limited Terms and Conditions, which apply to the shipment of 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 tied with a satin ribbon.

      Please indicate at checkout if you would like your purchase to include a card and a personal message.


      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.

      Please view the full Burberry Distribution Limited Terms and Conditions, which apply to the shipment of your order.

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

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

      Please view the full Burberry Distribution Limited Terms and Conditions, which apply to the shipment of your order.

      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 Military Bases within the US only. However orders cannot be sent for next day delivery.
      • Unfortunately we do not deliver to freight forwarding addresses or P.O Boxes.

      Please view the full Burberry Distribution Limited Terms and Conditions, which apply to the shipment of your order.

  • + - 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. Please note it is not possible to return the following items:

      • Fragrance
      • Nail polish
      • Items which have been personalised
      • Bespoke items

      Instructions are provided in Returning your Purchase.

      Please Note: This does not affect your statutory rights or your ability to cancel your fragrance and nail polish order in accordance with the terms in Cancelling your Order.


      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.
      • Where items are returned through the Burberry free return service, shipping charges will not be refunded, apart from in exceptional cases.
    • + - 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 shipping, provided the Return Conditions are met. Please note that fragrance, nail polish, Burberry Bespoke and personalised items cannot be returned. 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. 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 shipping for all sale items, with the exception of the following:
        • Fragrance
        • Nail polish
        • Items which have been personalised
        • 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.

      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.