FAQ
How can we help you today?
Orders & Payments
Can I modify or cancel an order once it has been placed?
There is a limited time frame in which an order can be cancelled or amended. Our Customer Service team will be able to assist and advise you. Please contact us for more information.
How do I check my order status?
Once your order has been shipped, you will receive a tracking number which you can use to see the progress of your order. Alternatively, you can contact us for more information.
Can I place an order by phone or messaging?
Our Customer Service team is available to support your order placement journey via phone or chat. This includes WhatsApp, SMS, iOS, ABC, WeChat, Kakao and our webchat on Burberry.com. Please note that some applications are only available in certain countries. Our Client Advisors can also advise on stock levels, styling and the progress of your order. Please contact us for more information.
Telephone ordering is available via our Customer Service team in most cases. If telephone ordering is not available in your location or if you wish to use a payment method that cannot be accepted over the phone but can be accepted online, a shopping bag will be created for you.
An email with a link to your shopping bag will be sent. By clicking on the link, you can view and complete your order using your preferred payment method. The items in your shopping bag will only be secured for you after payment has been taken and your items shipped.
This service is available 24 hours a day.
Telephone ordering is available via our Customer Service team in most cases. If telephone ordering is not available in your location or if you wish to use a payment method that cannot be accepted over the phone but can be accepted online, a shopping bag will be created for you.
An email with a link to your shopping bag will be sent. By clicking on the link, you can view and complete your order using your preferred payment method. The items in your shopping bag will only be secured for you after payment has been taken and your items shipped.
This service is available 24 hours a day.
What payment methods does Burberry accept?
Burberry.com accepts the following payment methods: Apple Pay, Visa, Mastercard, American Express, PayPal, Union Pay, Klarna.
If you pay using PayPal, the PayPal Privacy Policy (available on the PayPal website) will apply. This sets out how PayPal collects, retains, processes, shares and transfers your personal data when using PayPal’s services.
If you pay using PayPal, the PayPal Privacy Policy (available on the PayPal website) will apply. This sets out how PayPal collects, retains, processes, shares and transfers your personal data when using PayPal’s services.
Can I put an item on hold?
We are not able reserve items or guarantee size availability.
If an item you wish to purchase is out of stock, you are able to check product availability for certain Burberry stores by clicking the ‘Find In Store’ button on our product pages. Please note that this service is not available for all Burberry stores. If an item is unavailable to purchase on Burberry.com or via the Burberry app you may be given the opportunity to ‘Register Interest’.
If you choose to ‘Register Interest’, the Burberry Customer Service team will notify you as soon as the item is available to purchase. No payment is taken during this process and the product is not reserved for you.
If an item you wish to purchase is out of stock, you are able to check product availability for certain Burberry stores by clicking the ‘Find In Store’ button on our product pages. Please note that this service is not available for all Burberry stores. If an item is unavailable to purchase on Burberry.com or via the Burberry app you may be given the opportunity to ‘Register Interest’.
If you choose to ‘Register Interest’, the Burberry Customer Service team will notify you as soon as the item is available to purchase. No payment is taken during this process and the product is not reserved for you.
What are the benefits of creating an account?
By creating an account with us, you will have a faster checkout experience and be able to track your orders and make returns. You will also be able to manage your preferences.
How do I know if my Burberry product is authentic?
Burberry does not offer an authentication service for customers. The store receipt or order confirmation email from a Burberry store, Burberry.com or authorised retailer serves as proof of the product’s authenticity.
The only way to be sure that a product is genuine is to purchase directly from a Burberry store, Burberry.com or an authorised retailer.
Shipping & Delivery
Do you offer next-day and/or same-day delivery options?
NEXT-DAY DELIVERY United Kingdom
STANDARD/EXPRESS (€20.00) Germany, France, Italy, Spain, Austria, Netherlands, Sweden, Poland, Czech Republic, Greece, Belgium, Ireland, Finland, Bulgaria, Latvia, Hungary, Estonia, Lithuania, Slovakia, Slovenia.
EXPRESS Canada, Australia, Switzerland, Denmark, Portugal, Romania, Cyprus, Luxembourg, Kuwait, Malta, Turkey, Qatar, South Korea, Mainland China, Taiwan Area, China, Hong Kong S.A.R., China, Singapore, Malaysia, Macau S.A.R., China, Japan, Kuwait, Saudi Arabia, United Arab Emirates.
STANDARD/NEXT-DAY ($20)/SATURDAY HOME DELIVERY ($25) United States
MILITARY BASES (AFO/FPO) Domestic Military Bases: 45 days/Overseas Military Bases: 45 days
How can I track my order?
When your order has been shipped, you will receive confirmation with your tracking number to confirm that it has been accepted. For the latest information on your delivery, please refer to the tracking number included in your shipping confirmation. Alternatively, if you have a registered account with Burberry, you can find this information under ‘My Account’.
Sign into ‘My Account’.
Click on the ‘Orders’ section.
If the order status is ‘Order Shipped’, click on ‘View’ for the tracking information.
Burberry will send you updates regarding your order status through to delivery.
How much is international shipping?
There is no shipping charge for delivery unless express shipping is available and selected for your destination address.
Can I collect my online order in store?
You can shop online at Burberry.com and via the Burberry app (where available) and collect your order in selected Burberry stores as early as the following day. The complimentary delivery option also gives you the opportunity to experience our in-store customer service. Items can be collected at your convenience and returned using our free returns.
Beauty products and fragrances may arrive in store at different times, as they cannot be shipped with other products.
To find a store offering this service, select a location below. Please note that Collect-In-Store is only available in selected Burberry stores.
To use this service, select the Collect-In-Store option at checkout and choose a store from the menu. If you are collecting your item in another country or region, please select ‘Shipping to a different region?’. You will then be redirected to the Burberry site in your chosen country or region to complete your order.
Once your order is ready for collection, you will receive a notification email inviting you to collect your purchase from the store. We will keep your order in store for 10 days before it is returned, and a full refund is issued to you, unless your order includes pierced jewellery or a personalised item(s) that cannot be returned for an exchange or refund. This does not affect your statutory rights.
When collecting your items, please bring your confirmation email and the card used to purchase the items. If you would like someone to collect the order on your behalf, please also provide your signed written permission.
When collecting a Collect-In-Store order placed using PayPal or UnionPay, please ensure you bring a copy of the order confirmation email and a state or government-issued identification, such as a driver’s licence or passport. Unfortunately, we are unable to release your Collect-In-Store order to a third party if it was paid for using PayPal or UnionPay.
Beauty products and fragrances may arrive in store at different times, as they cannot be shipped with other products.
To find a store offering this service, select a location below. Please note that Collect-In-Store is only available in selected Burberry stores.
To use this service, select the Collect-In-Store option at checkout and choose a store from the menu. If you are collecting your item in another country or region, please select ‘Shipping to a different region?’. You will then be redirected to the Burberry site in your chosen country or region to complete your order.
Once your order is ready for collection, you will receive a notification email inviting you to collect your purchase from the store. We will keep your order in store for 10 days before it is returned, and a full refund is issued to you, unless your order includes pierced jewellery or a personalised item(s) that cannot be returned for an exchange or refund. This does not affect your statutory rights.
When collecting your items, please bring your confirmation email and the card used to purchase the items. If you would like someone to collect the order on your behalf, please also provide your signed written permission.
When collecting a Collect-In-Store order placed using PayPal or UnionPay, please ensure you bring a copy of the order confirmation email and a state or government-issued identification, such as a driver’s licence or passport. Unfortunately, we are unable to release your Collect-In-Store order to a third party if it was paid for using PayPal or UnionPay.
Returns, Exchanges & Refunds
How do I return a Burberry item purchased online?
Returns can be initiated 14 days after your order is delivered or collected in store by contacting our Customer Service team on 00 800 9621 3600. You then have a further 14 days to return your order using the free courier service.
Pierced jewellery, Burberry personalised items and face masks cannot be returned. Gift cards cannot be returned and are non-refundable.
Fragrance and nail polish may not be returned using the free returns service. If you wish to return a fragrance or nail polish using any other collection or postal service, you will be required to pay the costs of the returning item.
What is Burberry’s return and exchange policy?
The ‘Returns and Cancellations Policy’ does not affect your statutory rights.
For more information on your statutory rights, contact your local Trading Standards Office, Consumer Protection Bureau, Citizens Advice Bureau or the equivalent in your jurisdiction, if any.
For any further queries, please contact us.
Free returns are available provided the return conditions specified below are met. Returns can be initiated using one of the following methods within 14 days from the day after your order is delivered or collected in store: returns portal (if available in your country/territory) or by contacting Customer Service. You then have a further 14 days to return your order. Alternatively, orders can be returned to a selected Burberry store within the country/territory to which the order was shipped.
Fragrance and nail polish may not be returned using the free returns service. If you wish to return a fragrance or nail polish using any other collection or postal service, you will be required to pay the costs of returning the item.
Pierced jewellery, Burberry personalised items or face masks cannot be returned. This does not affect your statutory rights.
This does not affect your statutory rights or ability to cancel your pierced jewellery, fragrance and nail polish orders in accordance with the terms for cancellations.
For more information on your statutory rights, contact your local Trading Standards Office, Consumer Protection Bureau, Citizens Advice Bureau or the equivalent in your jurisdiction, if any.
For any further queries, please contact us.
Free returns are available provided the return conditions specified below are met. Returns can be initiated using one of the following methods within 14 days from the day after your order is delivered or collected in store: returns portal (if available in your country/territory) or by contacting Customer Service. You then have a further 14 days to return your order. Alternatively, orders can be returned to a selected Burberry store within the country/territory to which the order was shipped.
Fragrance and nail polish may not be returned using the free returns service. If you wish to return a fragrance or nail polish using any other collection or postal service, you will be required to pay the costs of returning the item.
Pierced jewellery, Burberry personalised items or face masks cannot be returned. This does not affect your statutory rights.
This does not affect your statutory rights or ability to cancel your pierced jewellery, fragrance and nail polish orders in accordance with the terms for cancellations.
How many days do I have to return or exchange a Burberry item?
You have 14 days to initiate a return via your account or by contacting Customer Service. You then have a further 14 days for the item(s) to be sent to us using the relevant labels.
How long does it take to receive a refund from Burberry?
On receipt of your returned item(s), provided that the return conditions have been met, we will process the refund as soon as possible. Depending on your payment method, this will usually be received within seven to 10 working days.
Can I return a personalised item?
Personalised items can not be returned or exchanged.
What should I do if I receive a damaged or incorrect item?
Please contact us for assistance on damaged or incorrect items.
Personalisation
What Burberry products can be personalised?
Personalisation is available on selected scarves, fragrances and leather accessories.
Is Burberry personalisation available in store and online?
Personalisation is available online and in selected Burberry stores. To check whether a store has a personalisation service, please contact us for more information.
How can I personalise my item?
All products available for personalisation will have an option to personalise on the product page. Please add the personalisation request and an image of your personalisation will appear.
Is the personalisation service free?
Yes, personalisation is a complimentary service.
Can I choose the font and colour for my personalised Burberry item?
You can select from our range of colours and fonts for scarf and leather accessories personalisation. For fragrance personalisation, there is only one font option.
Is there a character limit for Burberry monogramming?
The limit for letters is three. No special characters.
Can I preview my Burberry monogram design before placing an order?
You can view an image of your personalisation when you select the option online.
Does Burberry offer make-up or fragrance bottle personalisation?
Personalisation is available on selected fragrances only.
Gifting
Can I include a personal message with my Burberry gift order?
Yes, you can add a personal message to your Burberry gift order of up to 200 characters.
Does Burberry offer gift cards?
Regions may offer their own form of gift cards or vouchers, which can only be purchased and used in store, such as Canada. Please see the voucher policy for full details.
Will the price be shown on a Burberry gift order?
By selecting the gift option at checkout, the price will not be displayed on the invoice inside the delivery.
Can I send a Burberry gift directly to the recipient?
Your order can be delivered to an address of your choice, providing it is in a country that Burberry ships to.
Can Burberry help me choose the perfect gift?
We would be delighted to help you choose the perfect gift, please contact us for more information.
Can you purchase a gift card with a gift card?
Yes, it is possible to purchase a gift card with a gift card.
Services & Aftercare
How do I book a personalised shopping experience with Burberry?
Personalised appointments are available with our Sales Associates online – contact us for more information. For appointments in store, please book an appointment online.
Can I verify the availability of a Burberry product in store?
You can check the availability of a product by clicking on the item you are interested in and selecting the ‘Find In Store’ option.
How do I contact Burberry’s Customer Service team?
Contact us to reach our Customer Service team.
In-store Experience
Do I need to book an appointment before visiting a Burberry store?
Booking an appointment is not necessary. Please feel free to visit any of our stores and our Client Advisors will guide you through a complete Burberry experience. At busier times, such as the festive period, it may be advisable to book an appointment.
What services are available at Burberry stores?
All of our stores can offer a personalised styling service showcasing the Burberry collection. Additionally, many of our stores support aftercare services for your Burberry items.
How can I stay informed about Burberry news and events?
By creating an account and selecting ‘Opt In’ on your preferences, you can receive all Burberry news and exclusive event information.
How can I watch a Burberry fashion show?
Our shows are broadcast online at the time of the event. The latest Burberry show is available here.
Can items purchased online be returned to a Burberry store?
Our selected Burberry stores will be able to support you with a returned item, provided it meets the Burberry return conditions.
Products & Sizing
Do you have a sizing chart?
Size charts are available on our product pages.
Are there customisation options for Burberry ready-to-wear?
We do not offer a customisation option for our ready-to-wear pieces.