Returns and cancellations

Enjoy extended returns for the festive season. Purchases made online between 13 November – 31 December 2024 can be returned up until 17 January 2025.

With our free returns service your return is protected and recorded during delivery. We cannot accept liability for goods returned using any method other than our return service. To arrange a collection for your Burberry.com, Burberry app, Collect-in-Store or gift order, simply:

1. Contact us to schedule a free returns service.
2. We will email you a returns label and commercial invoice.
3. Complete the returns form.
4. Place it in the original shipping box with your items.
5. Attach the returns label and commercial invoice to the outside of the box, removing all other labels, then seal the parcel securely. If you are unable to print the returns label, please Contact Us and we will arrange for the courier to bring all the relevant documentation.
6. To track your return, view the tracking number printed on the returns label and enter it in the tracking number field on the relevant carriers website or contact Customer Service for assistance.

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

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

You can also return your order by any secure means to:

BBR-UK

Blyth Riverside Business Park

Coniston Road

Blyth

Northumberland

NE24 4RF

United Kingdom

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 Burberry mainline 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.

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.

Please refer to the “Returning Your Purchase” section above for further details on how to return the goods to us. Items returned will be refunded to the purchaser’s original method of payment. 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.

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.

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 or 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.

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.

If you have any queries, please do not hesitate to contact us. For your convenience, Burberry offers global assistance seven days a week. We also include an option to locate your nearest Burberry store.

TELEPHONE

Kindly note that not all numbers may be accessible or covered by all mobile phone networks. Please also be mindful that we may monitor or record your communications for training and quality control purposes.