Cancellation & Returns Policy
Please note that the following Cancellation & Returns Policy does not affect your statutory rights as a consumer. For more information on your statutory rights, contact your local Trading Standards Office or Citizens Advice Bureau.
28-Day Returns Guarantee
We want you to be totally satisfied with anything that you purchase from the Burberry website. Therefore, if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 28 days of the date of despatch.
In order to return your order by post, please use the pre-printed returns label included in the package. Please note that as we do not accept any liability for items that are mislaid whilst in transit; we highly recommend that any parcels returned to us are sent via registered post and that you retain your receipt until you have received your refund. Complete the return form along with the reason return number in the “Reason for Return Definitions” column and make sure to include this form inside the box.Please return your purchase to us in its original packaging with any related accessories or instruction booklets, and the relevant receipt and despatch note. The refund will be made to the card used when placing your order and will be for the full amount of the goods purchased excluding any delivery charges and card processing charges. We will send you an email to confirm that your refund shall be processed within 14 days, following receipt of your returned product.Please note we currently do not offer an exchange service via post. If you wish to exchange an item, please return the goods as above and then contact our customer services department (+44(0)2078061328) who will assist you with your new order and extend complimentary delivery.
Please also note that you will be responsible for the costs of returning an item under this 28-Day Returns Guarantee.
If you cannot find a returns address label in your parcel, please send it to the following address:
Amethyst Group
Lodge Road
Staplehurst
Tonbridge
Kent
TN12 0QW
United Kingdom
Alternatively visit one of our directly owned Burberry stores located throughout Europe (excluding any department stores and concessions) with the items in their original packaging, complete with any related accessories or instruction booklets, together with the original returns form in order to exchange the products or obtain a refund.
Whichever of the above options you choose please be aware that incomplete, damaged, worn or soiled items will not be refunded or exchanged.
Underwear and Swimwear Returns
We are happy to offer an exchange or refund on all underwear and swimwear providing it is returned within 28 days unworn, in resaleable condition and with any tags still attached. Please ensure that underwear and swimwear are tried on over your own underwear as we will not accept returns on items that have been worn or soiled.
Distance Selling Regulations
Under the Consumer Protection (Distance Selling) Regulations 2000, you have a right to cancel orders for certain items purchased from our website within a statutory cooling-off period. This is normally 7 working days from the day after the date on which the item in question was delivered.
Please note that this cancellation right does not apply to certain items including (without limit):
Goods made to your specification or which have been clearly personalised or which by reason of their nature cannot be returned
Services if we have started to provide the services before the end of the 7 working day cancellation period
To cancel your order, please provide us with written notice by post (Burberry eCommerce Customer Services, 157-167 Regent Street, London, W1B 4PH, United Kingdom), by fax (+44 (0)207 439 1447) or by email (customerservice@burberry.com), in each case within the statutory cooling-off period and giving details of the items ordered, and (where appropriate) their delivery date.
If you exercise your right of cancellation after the item has been delivered to you, please replace the item securely in its original packing and return it to us with your despatch note at the following address:
Amethyst Group
Lodge Road
Staplehurst
Tonbridge
Kent
TN12 0QW
United Kingdom
A refund will be made to the card used when placing your original order and will be for the full amount of the goods purchased including any delivery charges and card processing charges. However, please note, that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item in question is damaged or defective. If we do not receive the item back from you, we may arrange for collection of the item from your residence at your cost.