• Account
    • BagBag

    Returns and cancellations

    HOW TO RETURN YOUR PURCHASE

    HOW TO RETURN YOUR PURCHASE

    Please click here to start your returns process.

    Important: We do not accept liability for goods returned using any method other than one of our approved returns services.

    RETURNING YOUR PURCHASE

    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.

    Currently, orders cannot be exchanged online or via the Burberry app. Free returns are available within 30 days of shipping for full-price items and 14 days of receipt for sale items, provided the return conditions specified below are met.

    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.

    You have the right to cancel your order (except for personalised items). Your cancellation right begins on the date you place your order and ends 14 days after the date you receive your order. You then have a further 14 days to return your order to us. Refer to the terms and conditions in Order Cancellations and Amendments for more information.

    RECEIVING A REFUND

    Refunds will be credited to the purchasers original method of payment.

    On receipt of a return, we will process the refund as soon as possible. We estimate refunds will be made by your payment method provider within 7-10 working days.

    Please retain your shipping note until you have received your refund.

    If the item 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.

    Working days are Monday to Friday, excluding UK public holidays.

    EXCHANGES

    Currently orders cannot be exchanged online. Please return your order to us within 30 days of the shipping date for all full-price items and within 14 days for all sale items for a refund using the free returns service, ensuring that the return conditions are met. A new order can be placed through Burberry.com at any time or if you Contact Us you can place an order via our Customer Service team.

    Alternatively, orders can be returned for an exchange in Burberry mainline stores within the country/territory to which the order was shipped.

    GIFT RETURNS

    Items returned will be refunded to the purchaser’s original method of payment. Please return the goods to us within 30 days of the shipping date for all full-price items and within 14 days of the date of receipt for all sale items. Personalised or pierced jewellery items cannot be returned. This does not affect your statutory rights.

    Please use the free returns service and ensure the return conditions are met.

    Please note, 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.

    CONDITIONS

    Purchases must be returned from the country/territory to which the order was originally shipped with a returns form, where supplied.

    Items must be unused in their original condition, with all tags attached and any related accessories or instruction booklets included and where applicable, with all complimentary gifts included in the order.

    Incomplete, damaged, worn, soiled or altered returns, or anything we reasonably believe has been used, will not be accepted and therefore sent back to you. Where an item is supplied with a hygiene strip, the item can only be returned if the hygiene strip has not been removed and remains intact.

    Due to the nature of Burberry personalised items, returns, changes or cancellations are not accepted once an order has been placed.

    ORDER AMENDMENTS AND CANCELLATIONS

    Your order will be processed and, subject to being accepted by us, a confirmation email will be sent upon shipping.

    In certain circumstances, we may be able to cancel your order before it has been shipped. To find out if your order can be cancelled please Contact Us as soon as possible after placing your order.

    We are unable to combine orders, change sizes, edit your billing or shipping details or add items to an order once it has been placed.

    Distance selling legislation

    Under applicable distance selling legislation or under the statutory consumer protection laws of your country/territory of residence to the extent applicable, you may have a right to cancel orders for certain items within a statutory cooling-off period. For Burberry.com orders, there is a cooling-off period of 14 days from the day after the date on which the item in question was received.

    This cancellation right does not apply to certain items including (without limitation):

    • Goods made to your specification or which have been clearly personalised.
    • Services if we started to provide the services before the end of the 14-day cancellation period.

    To cancel your order

    Please provide Burberry with written notice by registered post Burberry, Horseferry House, Horseferry Road, London SW1P 2AW or by email customerservice@burberry.com.

    In each case, cancellations must be within the statutory cooling-off period and include details of the items ordered, the delivery date (if applicable) and the date of receipt.

    For customers in the UK or the EU, you may choose – but are not obliged – to use the model cancellation form below to notify Burberry that you wish to cancel your order. If you choose to do so, please follow the instructions on the form.

    Please note: If you cancel your order and return the item(s) using our free collection service, the free collection service will be provided in the place of a reimbursement of the original shipping charges. Please note that the free collection service is not available for the cancellation of fragrance and nail polish orders. If you cancel your order and return the item(s) using any other collection or postal service, you will be required to pay the costs of returning the item(s) and Burberry will reimburse to you an amount equal to any original shipping charges.

    Model cancellation form

    Please copy and paste the form below, complete the details and return the form either by registered post Burberry, Horseferry House, Horseferry Road, London SW1P 2AW or by email customerservice@burberry.com.

    To:

    Burberry Limited
    Horseferry House
    Horseferry Road
    London SW1P 2AW
    customerservice@burberry.com

    I [ (name)] hereby give notice that I cancel my contract of sale of the following goods:

    SPECIFY GOODS
    Ordered on DATE and/or received on DATE

    Name of consumer(s):
    Address of consumer(s):

    Signature of consumer(s) (only if this form is notified on paper):

    Date:

    Your order will be processed and, subject to being accepted by us, a confirmation email will be sent upon shipping.

    In certain circumstances, we may be able to cancel your order before it has been shipped. To find out if your order can be cancelled please Contact Us as soon as possible after placing your order.

    We are unable to combine orders, change sizes, edit your billing or shipping details or add items to an order once it has been placed.

    If your order has been shipped

    • If you exercise your right of cancellation after the item has been shipped, please place the item securely in its original packaging and return it to us with your shipping note.
    • Please note, the free returns service is not available for the cancellation of fragrance and nail polish orders. If you cancel your order and return the item(s) using any other collection or postal service, you will be required to pay the costs of returning the item(s).
    • This is not a full statement of your rights under applicable distance selling legislation or under any statutory consumer protection laws applicable in your country/territory of residence.