Burberry Return Policy: 14+14 Day Window, Free Returns & Exclusions

This guide covers returns of orders placed on Burberry's US website, whether the order was delivered to you or collected in a store. The key thing to know is that Burberry uses two deadlines in a row: one to start the return and another to get it shipped.

How long do you have to return a Burberry order?

Burberry splits the return window into two parts ¹:

1. Start the return within 14 days from the day after your order is delivered or collected in store, either through the returns portal or by contacting Customer Service ¹.
2. Send it back within a further 14 days using the labels Burberry provides ².

Burberry's FAQ describes the same thing: 14 days to initiate the return through your account or Customer Service, then 14 more days to send the items ². Having a Burberry account lets you track orders and make returns online ².

Are returns free?

Free returns are available when the return conditions are met ¹, and Burberry advertises free delivery and returns on all online orders ². One exception: fragrance and nail polish can't be sent back through the free returns service; if you return them using another collection or postal service, you pay the cost ¹.

Burberry also says it does not accept liability for goods returned using any method other than one of its approved returns services ¹.

What can't be returned

• Pierced jewellery ¹
• Burberry personalised items, which can't be returned, changed or cancelled once the order is placed ¹
• Face masks ¹
• Gift cards, which are also non-refundable ¹

Personalisation is offered on selected scarves, fragrances and leather accessories, so check whether your item was personalised before you order ².

What condition does the item need to be in?

Items must be unused and in their original condition, with all tags attached, plus any related accessories or instruction booklets and any complimentary gifts that came with the order ¹. Returns that are incomplete, damaged, worn, soiled, altered or that Burberry reasonably believes have been used will not be accepted and will be sent back to you ¹. If an item has a hygiene strip, it can only be returned with the strip still in place and intact ¹.

You also need to return the purchase from the country or territory the order was originally shipped to, with a returns form where one is supplied ¹.

How to return a Burberry order

• By mail: start the return in the returns portal or your account, or contact Customer Service, then ship it with the labels provided ¹².
• In store: take the order to a Burberry store in the country or territory it was shipped to ¹. Selected stores can support returns that meet Burberry's return conditions ².

Keep your shipping note until your refund arrives ¹. If you received a damaged or incorrect item, contact Burberry for help ².

How and when you get your refund

Refunds are credited to the purchaser's original method of payment ¹. Burberry processes a refund as soon as possible after it receives the return and estimates that your payment provider will post it within 7-10 working days ¹. Working days are Monday to Friday, excluding US public holidays ¹.

If you paid in a currency other than your local one, the refund is made in the purchase currency, and exchange-rate swings mean the amount can be higher or lower than what you paid ¹.

Can you exchange a Burberry item?

Orders currently can't be exchanged online ¹. To get a different size or color, return the original item and place a new order on Burberry.com, or contact Customer Service to order through them ¹.

Canceling or changing an order

Burberry may be able to cancel an order before it ships in certain circumstances, so contact Customer Service as soon as possible after ordering ¹. It can't combine orders, change sizes, edit billing or shipping details, or add items once an order is placed ¹. If an order can't be canceled, it ships, and you can return eligible items after delivery ¹.

Collect-in-store orders you don't pick up

If you choose to collect in store, Burberry holds the order for 10 days; after that it is returned and you get a full refund, unless the order includes pierced jewellery or personalised items ².

Quick tips

• Note both dates: the day you have to start the return and the day the package has to ship ¹².
• Don't remove tags or hygiene strips until you're sure you're keeping the item ¹.
• Send fragrance and nail polish back only if you're willing to pay for shipping ¹.
• Need help? Burberry lists +1 877 217 4085 for customers having trouble using the website ¹.
• For more, see the Burberry store page or all return policies.