For eligible Burberry online orders, initiate a return within 14 days from the day after delivery or store collection, then send the order back within a further 14 days. Use an approved return service or an eligible mainline store in the destination country. Products must be unused, complete and tagged. Personalized goods, pierced jewelry, face masks and gift cards are excluded; fragrance and nail polish cannot use the free return service.
How to start a return
In a store
- Confirm an eligible mainline store in the country where the order was shipped.
- Bring complete, unused, tagged merchandise and the order record; confirm the relevant deadline before travel.
Online or by mail
- Initiate the return within 14 days from the day after delivery or collection.
- Use an approved route and send within the further 14-day period.
- Include all required components and retain the shipping note until refunded.
What is Burberry’s U.S. online return policy?
Eligible online purchases use a two-stage deadline: make the return request first, then send the goods within the additional period. The current policy does not offer a simple 30-day window for every order. It also requires unused, complete merchandise and an approved return route.
Before deciding whether a purchase qualifies, check both the item and the transaction. A standard scarf, a personalized scarf and a gift card can appear in the same shopping bag but have different eligibility. Use the instructions for your specific order rather than relying on a general luxury-store rule.
How does Burberry’s 14-day request deadline work?
Initiate the return within 14 days from the day after delivery or collection. You can use the returns portal where available or contact customer service. Keep a record of when you made the request, especially if you are close to the deadline.
The important practical point is to act before the request period expires. Simply deciding that you will return something is not the same as registering it. If the portal cannot locate an order or shows an unexpected date, contact support promptly and explain the problem while the request period is still open.
How much time do I have to send the return after registering it?
After initiating the return, you have a further 14 days to send the order back. Treat request creation and carrier handoff as two separate tasks. Save the return confirmation and the shipping receipt so you can establish when each happened.
Do not turn that extra shipping period into permission to keep wearing or using the product. It allows time to complete the return, while merchandise-condition requirements continue to apply. If a carrier appointment fails, keep the appointment record and contact Burberry about an approved alternative rather than sending through an unrelated route at the last minute.
Are Burberry returns free?
Approved returns are free when the policy’s conditions are met, with important exceptions for fragrance and nail polish. Use the service provided or arranged through Burberry. The company says it does not accept liability for goods sent by methods other than its approved return services.
That makes the choice of carrier arrangement consequential. Before paying for an alternative, ask whether it is approved and whether you will bear the cost. A tracking number alone does not establish that Burberry approved the method. Keep the instructions generated for your return together with the carrier record.
Can I return a Burberry.com order to a store?
The policy allows eligible online orders to go to a Burberry mainline store in the country or territory where the order was shipped. The FAQ describes selected stores, so confirm that the location can handle your online return before traveling. Do not assume a concession or outlet offers the same service.
Bring the order information and the complete product so staff can identify the transaction and inspect the goods. If you want an exchange rather than a refund, ask about that outcome explicitly. An online-order return service does not automatically promise every replacement option or every size in stock.
What condition must Burberry returns be in?
Items must be unused and in their original condition, with tags attached. Include related accessories, instruction booklets and applicable complimentary gifts. Where a hygiene strip was supplied, it must remain intact. Burberry says incomplete, worn, soiled, damaged or altered ordinary returns may be refused and sent back.
Inspect clothing indoors without removing the labels until you are sure you will keep it. For shoes, look at the soles and packaging before trying them. If damage was present on arrival, document that separately and contact support; do not describe retailer-supplied damage as damage you caused after purchase.
Can I return a personalized Burberry item?
Personalized items are excluded from returns and exchanges. Burberry also says changes or cancellations are not accepted once a personalized order has been placed. Do not assume that an item remains refundable because the personalization is small or because you have not used it.
Check initials, spelling and the personalization selection carefully before checkout. If the delivered product does not match what you ordered, contact customer service about that discrepancy. A customization exclusion and a wrongly supplied order are different issues, and the ordinary change-of-mind policy should not be used to guess the resolution of an order error.
Can I return Burberry earrings, face masks or gift cards?
Pierced jewelry, face masks and gift cards are excluded under the published return policy. Gift cards are described as nonrefundable. These exclusions depend on the product category; keeping an excluded item sealed does not create a general refund entitlement.
When buying a gift, check the category before relying on the recipient being able to return it. A gift receipt does not erase a product-specific exclusion. If you are unsure whether a particular piece counts as pierced jewelry, ask before purchasing or before removing any packaging that identifies the item.
How do fragrance and nail-polish returns differ?
Fragrance and nail polish cannot use Burberry’s free return service. The policy says you bear the return cost if using another collection or postal service. Ask customer service for the appropriate arrangement before sending, because these products should not simply be added to an ordinary free-label parcel.
Keep the product name and condition available when asking. A bottle you have opened, a damaged bottle and an unwanted sealed purchase present different questions. Do not assume the shipping exception is a promise that every cosmetic return is eligible regardless of condition; the other return requirements still matter.
Can Burberry exchange my online order for a different size?
Burberry currently does not offer online exchanges. The stated alternative is to return the eligible order and place a new one. You can also contact customer service for help placing a replacement order. The new purchase is separate from the refund for the original.
Check stock and the current price before deciding whether to reorder immediately. Buying the replacement first can mean both transactions remain charged until the original return is processed. This is a budgeting consideration, not a special retailer fee. If you need an in-store solution, confirm the available service with the location first.
Where does the refund go if I return a Burberry gift?
Returned goods are refunded to the purchaser’s original payment method. Being the person who received or sends back a gift does not automatically make you the refund recipient. Discuss that with the buyer before arranging a return if you need the financial outcome to be clear.
Keep the order details with the return so Burberry can identify the transaction. If you would prefer another product, ask what service is available before mailing the gift. The online policy does not promise a replacement gift card or cash payment to a recipient who was not the purchaser.
When should I expect a Burberry refund?
After receiving an eligible return, Burberry says it processes the refund as soon as possible and estimates that the payment provider will make it available within seven to 10 working days. Working days exclude weekends and U.S. public holidays. Retain the shipping note until the refund arrives.
Separate carrier delivery from payment posting when checking progress. If the parcel has arrived but the credit is missing, ask whether Burberry has processed it and whether the payment provider needs additional time. Compare the actual credit with the invoice rather than the product’s current selling price.
Can I return a Burberry order from a different country?
Purchases must be returned from the country or territory to which the order was originally shipped. The store-return option is also tied to that destination country. If you are traveling, do not assume the nearest overseas boutique can process the original order.
For a purchase made in another currency, Burberry refunds in the purchase currency. Changes in exchange rates can make the converted amount on your account differ from the original debit. Keep the original statement and refund entry if you need your payment provider to explain the conversion rather than treating every difference as a missing merchandise credit.
What if Burberry sent a damaged or incorrect item?
Contact Burberry’s customer service team for assistance. Describe the mismatch or damage and retain the packaging and order record. Clear photographs of the received item, its identifying label and the problem can help explain what happened without repeatedly repacking the parcel.
Do not arrange alterations or repairs before asking how Burberry wants the issue handled. An alteration can complicate an ordinary return, and the company specifically excludes altered goods from that route. Keep any instructions you receive so the eventual return reason and shipping arrangement match the problem you originally reported.
Can I cancel a Burberry order instead of returning it?
Burberry may be able to cancel some orders before shipment if you contact customer service quickly. It does not promise cancellation, and personalized orders have a separate exclusion. The policy also says orders cannot be combined or edited to change sizes, add products or change billing and shipping details after placement.
If cancellation is unavailable, an eligible delivered item can use the ordinary return process. Keep the cancellation response so you know whether the order is still expected to ship. Do not treat an unanswered cancellation request as confirmation that the purchase or payment has been reversed.
Need help with a return?
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Citations
Sources reviewed October 27, 2026. If Burberry updates its rules, its current policy applies. See how we verify.