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, remember 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 '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 items. Please contact us within 14 days from the delivery date and follow the instructions in Returns & Cancellations.

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 guides on that product for more information on Burberry sizes

For any further queries and information on sizing, please contact our dedicated Burberry Bespoke team who will be happy to assist.

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 in?

Purchases and shipping costs are charged in the nominated currency of the shipping destination. Please see below:

When will I be charged?

Cards or other methods of payment are not charged until the order is accepted and shipped. However, your card or other method of payment may reflect deduction of funds immediately upon the order being accepted. Burberry Bespoke items are charged at the time you submit your order.

Is saving my card secure?

When ordering online there will be an option to save your card details meaning you can check out faster 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've selected the right card type
- The 3 or 4 digit security card 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 if you entered your payment information correctly on your order

- Change the payment method on an open order

Can I claim a tax refund on purchases made online?

No, 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.

The following shipping information does not apply to Burberry Bespoke items. For further information please see the Burberry Bespoke Shipping section.

*Please note: all orders over $200 will require a signature on delivery.

Select a Country to ship to your preferred destination and view local prices and delivery times. Please note you will lose the contents of your shopping bag if you change country.

There are a small number of postcodes which we cannot deliver to 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 available for Saturday delivery

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.

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 question 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 can be returned with no shipping charges.

For more information and for a full list of participating stores, please see Collect-in-Store.

How do I ship to another country?

To ship to another country, select the Country you wish to ship to. Please note you will lose the contents of your shopping bag if you change country. 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.

- You can also track your order once it has been shipped using the tracking number located in your shipping confirmation email at www.ups.com.

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 as 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, embossed with our logo and 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 unless your chosen shipping destination is Qatar. If so, please see below for more information.

QATAR

The recipient will be responsible for the payment of any relevant import taxes and duties. You will be notified of this at checkout. These import taxes and duties are non-refundable through Burberry. However, you may be able to recover these by contacting your local customs office directly. Burberry has no control over these charges. Please contact your local customs office for further information before placing your order.

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, embossed with the Burberry logo and tied with a satin ribbon.

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

BURBERRY BESPOKE

- For Burberry Bespoke items, orders are delivered in our exclusive Burberry Bespoke packaging, embossed with the Burberry logo and 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 unless your chosen shipping destination is Qatar. If so, please see below for more information.

QATAR

- You will be responsible for the payment of any relevant import taxes and duties. You will be notified of this at checkout.

- These import taxes and duties are non-refundable through Burberry. However, you may be able to recover these by contacting your local customs office directly.

- Burberry has no control over these charges. Please contact your local customs office for further information before placing your order.

To find an accurate price, select the Country for your shipping destination, add to bag and proceed to checkout.

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, cosmetics and fragrance 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 within certain states within the US and countries in the EU.

- You will be notified of all restrictions at the 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 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 items within 30 days of shipping provided the return conditions specified below are met. Please note that fragrance, Burberry Bespoke and personalised items cannot be returned. Instructions are provided in Returning your Purchase.

Please Note: This does not affect your statutory rights or your ability to cancel your fragrance 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 Burberry reasonably believes has been used, will not be accepted and therefore sent back to the customer.

On receipt of return, we shall 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 – Friday, excluding public holidays in the UK

For further information please select Returns & Cancellations.

How do I return an order that I've collected in store?

Free returns are available worldwide for all items within 30 days of shipping provided the Return Conditions are met. Please note that fragrance, 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 can be returned with no shipping charges.

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:

Burberry Returns
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 the shipping date with the exception of fragrance, Burberry Bespoke and personalised items which cannot be returned.

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

How do I contact Burberry Customer Service?

Please visit our Contact Us page for full contact details.

How do I maintain my Burberry items?

For further advice on how to care for your Burberry item, please Contact Us.

Where can I have Burberry items repaired?

Our handbags, small leather goods (including belts), shoes, jewellery, timepieces and sunglasses can be presented at any Burberry store for an assessment of repair. Please note we do not offer a repair service for Burberry apparel. Please Contact Us for further advice.

Where do I find items I have seen in the press?

If you cannot find what you are looking for on Burberry.com, please Contact Us.

How do I unsubscribe from your mailing list?

You may unsubscribe using the link at the bottom of any Burberry email. Alternatively, if you have a registered account with Burberry, you can visit
My Burberry, sign in, select 'Account Details' tab, 'Email Settings' and then select 'Unsubscribe' or Contact Us.

For any further queries, please Contact Us or for Burberry Bespoke please contact our dedicated Burberry Bespoke Team who will be happy to assist.