+ - How do I contact Burberry Customer Service?
Please visit our Contact Us page for full contact details.
+ - How can I personalise my item?
Discover our personalisation services here.
+ - What does ‘online exclusive’ mean?
Any product which is described as an ‘online exclusive’ will only available to purchase on Burberry.com or through the Burberry app (where available) and is not available in any Burberry stores, through any Burberry authorised retailer or on any other website. If a customer has difficulties placing and order through Burberry.com, Customer Service may be able to assist by taking the customers’ details and placing the order for the “online exclusive” product over the telephone. ‘online exclusive’ products ordered online or though Customer Service can be collected from your selected Burberry store using the Burberry complimentary collect in store service, where available.
+ - Why was my credit/debit card or other payment method declined at checkout?
If you receive notification that your credit or debit card or other payment method has been declined, please contact your issuing bank or payment provider. Before doing so, please ensure that:
- The card details or payment information entered are correct. For instance, your 16 digit code is correct and that you have selected the right card type
- The 3 or 4-digit security number is correct
- Your credit card has not expired
If you have saved your card details or payment information we also recommend that you:
- Check that the selected card or method of payment is active and that it has not expired
- Ensure that the billing address matches the credit card or payment method used for payment
- You can edit saved credit card details or payment information by selecting the ‘Update Billing Address’ button and following the instructions - Ensure you have supplied a correct three or four digit security number for the selected card or payment method
- We always re-prompt for this information to uphold the security of your stored details
If you would like further assistance, please Contact Us.
+ - Can I claim a tax refund on purchases made online?
No, tax on purchases made on Burberry.com or through any Burberry app cannot be recovered through the VAT Retail Export Scheme.
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+ - How much duty and tax will I have to pay?
You will not be required to pay any import taxes or duties.
For any further queries, please Contact Us.
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+ - What are shipping restrictions?
- Certain items such as exotic skins, furs, cosmetics, fragrance and nail polish have strict international trading agreements and regulations to which we must adhere. Unfortunately we are unable to ship these items to certain countries outside of the EU and US and to certain states within the US and countries in the EU.
- There are restrictions on jewellery to Russia.
- You will be notified of such restrictions at checkout.
For a full list, please view Shipping Restrictions or for any further queries, please Contact Us.
