Help
How do I maintain my Burberry products?
Email customerservice@burberry.com with product details and we will advise by return email.
Where can I have Burberry products repaired?
Email customerservice@burberry.com with product details and we will advise by return email.
Frequently Asked Questions
Placing my order
What is the fastest way to find a product on Burberry.com?
Go to Shopping online for a step-by-step guide.
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 Security statement.
Will my personal information be secure?
We take your privacy very seriously and recognise the importance of protecting your personal information. You will find full details of how we collect, store and use information in our Privacy Statement.
How does the shopping bag work?
The first step when selecting an item to purchase is to add it to your shopping bag by clicking ‘Add to shopping bag’ (You will still have the opportunity to change your mind).
To view the contents of your basket while shopping, click on ‘Shopping bag’ at any time. Details shown will include product description, reference code, size, price and quantity.
You can change any of these details before actually placing your order. For example, if you decide not to purchase an item click on the ‘remove’ button.
When you have finished shopping, check the contents of your bag and click on ‘Checkout’ to go to the secure payment area.
Please note that even if you have placed an item in the shopping bag it is not reserved to you and can be purchased by another customer.
How do I use a promotional code?
Enter your code at checkout stage and your order will then be automatically updated.
What if I am having difficulty using a promotional code?
First, check to see if the expiry date has passed. If it has not, call customer services on +44 (0)20 7806 1328 (Monday-Friday 9am-5.30pm UK time) or email customerservice@burberry.com
Can I make changes to my order?
Your order begins processing from the moment you submit it. However, it is possible to cancel your order. Once your order has entered the dispatch process you will not be able to make changes. If you wish to return an item to us following delivery please see our Returns Policy for details.
If an item is out of stock is there a way I can be notified when it becomes available?
If you wish to be alerted when an item is back in stock, click on the 'Email Me When Back In Stock' link beneath the ‘This product is currently unavailable’ message on the product detail page.
How do I change my account details?
Click on My Account and log-in using your username and password. You can update your details by clicking on the Account Details button.
I have forgotten my password. How do I find out what it is?
Click on the "Forgotten your password?" link on the My Account page and you will receive a link which will allow you to set a new password.
Where do I find items that I have seen in a Burberry advert?
If you cannot find what you are looking for on our website, contact Customer Services on +44 (0)20 7806 1328 or email customerservice@burberry.com.
Can my order be gift wrapped?
All orders will be packaged in the distinctive Burberry trench and gold bag and sealed with a gold satin ribbon.
Can I enclose a message card with my order?
All orders will include a gift card. If you choose to enter a message as you place your order, it will be printed on the gift card. If you do not enter a message, you will receive a blank card so you can write your own message.
How will I know that Burberry has received my order?
After you place your order, you will receive an automated email confirming that your order has been received. This does not mean that your order has been accepted or fully processed.
Once your credit card has been approved, the receiving address has been verified and the item availability has been verified, your order will be processed and the item dispatched. If any of the items you ordered are not in stock we will notify you by email. We will not charge your credit card for items that are out of stock.
How can I pay for my order?
We accept Visa, American Express, MasterCard, Delta, Solo, Switch/Maestro, and Visa Electron. However, we do not accept cards without a billing address within the European Union.
If you do not feel comfortable entering your card details on the website, please call +44 (0)20 7806 1328, Monday-Friday 9am-5.30pm (UK Time), and Customer Services will process your order over the phone.
Receiving my order
Delivery
What delivery options do you offer?
Please use our delivery table to see which countries we deliver to:
| Delivery Zone | Delivery Charge | Delivery Countries | Delivery Carrier | Delivery Time |
|---|---|---|---|---|
| UK | £10/€12 | United Kingdom | Royal Mail next day delivery | Next day (orders placed before 1pm on a working day) |
| Europe Zone 1 | £20/€24 | Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain and Sweden | UPS | 3-5 working days |
| Europe Zone 2 | £30/€36 | Bulgaria, Czech Republic, Cyprus, Estonia, Hungary, Latvia, Malta, Poland, Romania, Slovakia and Slovenia | UPS | 5-7 working days |
When will I receive my order?
We aim to deliver items by the next working day to the UK (where the order is placed before 1pm), 3-5 working days within Europe Zone 1 countries and in 5-7 working days to Europe Zone 2 countries. Delivery times are contingent upon all purchased items being in stock and that payment has been approved and the billing and delivery addresses verified.
How much does delivery cost?
A single delivery charge applies to each order, regardless of how many items it contains: £10/€12 for UK Next Day delivery, £20/€24 for Europe Zone 1 delivery and £30/€36 for Europe Zone 2 delivery. Please refer to the delivery table above to see which zone your dispatch country is in. If your delivery is to a destination outside the EU, import duty and other local charges may be levied by the country to which your order is being delivered. These charges vary from country to country and will be borne by you.
What if I'm not at home to receive the delivery?
For added security all deliveries must be signed for. For UK orders, if there is no one at your chosen delivery address, the carrier will leave you a card with details of your local sorting office where you can collect your order. For European orders, the carrier will attempt delivery up to three times, each time leaving you a card with details of your local sorting office with tracking number. Your order can then either be collected or you can rearrange delivery. If after 3 attempts, your order is not collected it will be returned to Burberry as the sender.
Where do you deliver?
We currently offer delivery to addresses in the following countries:
Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the United Kingdom (excluding the Channel Islands).
Please refer to the delivery table above to see which zone your dispatch country is in.
Can I send a gift to an address other than my own?
Orders from the Burberry website can be delivered anywhere in mainland UK (excluding the Channel Islands) and also to the European countries listed above.
I have placed an order but have not received a confirmation email. Does this mean my order has not gone through?
You should receive your order acknowledgement email within 24 hours. If you have not received it within that time, please call Customer Services on +44 (0)20 7806 1328 (Monday-Friday 9am-5.30pm UK Time), or email your details and order number to customerservice@burberry.com.
What should I do if I have received the wrong item in my order?
In the unlikely event that an incorrect order is delivered, please return the item using the instructions on the returns form included with your order. We will refund you in full (including P & P).
Alternatively, you can bring the item and returns form as proof of purchase to any directly owned Burberry store located within Europe for a full refund or exchange.
What should I do if an item I have received is damaged?
On the rare occasion that the ordered item you have received is damaged, please call Customer Services on +44 (0)20 7806 1328.
Returns
How do I return an item I’ve ordered online?
Either return the item(s) to us by mail by completing the returns form and using the pre-addressed label enclosed with your delivered order or bring the item with the completed return form as proof of purchase to any directly owned Burberry store located within Europe (excluding any department stores and concessions). Please note that you will be refunded the local price for your purchase, in the local currency, if you choose to return it to a store.
You can return your order to us within 28 days of receipt for refund or exchange.
For full details please see our Returns Policy. Your statutory rights are not affected. For more information on your statutory rights, contact your local Trading Standards Office or Citizens Advice Bureau.
Once I have returned an item, when will I receive my refund?
If your are returning the item(s) by mail, we will email you to confirm as soon as we receive your returned order. Refunds will then be made within 14 days, to the card used when paying for the order. If you are returning the item(s) to a directly owned Burberry store located within Europe, the refund will be placed, at the local price in the local currency, immediately to the credit card used to make the original order.
Do I have to pay for the postage for returns?
Burberry will refund the amount paid for the returned item but not the postage. We recommend that you send returns by recorded mail. You should retain proof of postage. On the rare occasion that we may have sent you the wrong item or that the item is faulty we will refund the delivery charge to you.
I want to return my order but cannot find a returns label in my parcel. What address should I return it to?
Please speak to our customer services on +44 (0)20 7806 1328 before returning your order to:
Amethyst Group
Lodge Road
Staplehurst
Tonbridge
Kent
TN12 0QW
United Kingdom
Gift returns
If you have received an item from Burberry as a gift you can return it with the completed returns form to any directly owned Burberry store within Europe (excluding any department stores, concessions and outlets). Alternatively you can send back to us at the following address:
Amethyst Group
Lodge Road
Staplehurst
Tonbridge
Kent
TN12 0QW
United Kingdom
If you do not have a returns form from the gift given as proof of purchase, we will provide you with Burberry gift vouchers equal to the item’s retail price that may be used towards another Burberry purchase.
Refunds can only be made to the person who paid for the item.
Order payment
How can I pay for my order?
We accept the following credit and debit cards; Visa, American Express, MasterCard, Delta, Solo, Switch/Maestro, and Visa Electron. However, we are unable to accept payment from cards with a non-European Union billing address.
If you do not feel comfortable entering your card details on the website, please call +44 (0)20 7806 1328, (Monday-Friday, 9am-5.30pm) and Customer Services will process your order.
Am I charged for items as soon as I order them?
We will charge you only when your order has been dispatched.
What is a credit card security number?
American Express has a 4-digit security number on the top right hand corner above the card number on the front of the card. On all other cards, the security number is the last 3 digits on the signature strip on the back of your card.
VAT Adjustment
The standard UK VAT rate has changed from 17.5% to 15%. VAT charged online by Burberry has been updated and will automatically be deducted. A discount of 2.13% will be applied to the items in your basket, giving the new VAT rate of 15%. This will be shown in your basket as a VAT adjustment.
Other queries
How do I contact Burberry customer service?
Call +44 (0)20 7806 1328 (Monday-Friday 9am - 5.30pm) or email customerservice@burberry.com.
How do I unsubscribe from your mailing list?
Please let us know if you would like to unsubscribe from our mailing list.
General questions
I am experiencing some technical problems with your website.
If you are having trouble viewing certain areas, or are experiencing any other technical problems contact Customer Services on +44 (0)20 7806 1328 (Monday-Friday 9am-5.30pm UK Time) or email customerservice@burberry.com.
Shopping online
For more information about how to shop on the site, choosing the correct size, and how to use the Shopping Bag, see our Shopping Online guide.