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Returns and Cancellations

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  • How to return your purchase

    Free returns are available for all full priced items within 30 days of shipping and for all sale items within 14 days of receipt, provided the return conditions specified below are met. Please note that it is not possible to return pierced jewellery or personalised items. This does not affect your statutory rights.

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

    Subject to availability and our returns policy, exchanges of the limited edition Metallic Leather and Nylon Union Sneakers are only possible by contacting our Customer Service team.

    How to return your purchase

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

    1. Complete the original returns form, and place the form along with the item(s) you are returning and, where applicable, all complimentary gift(s) included in the order, in the original shipping box.
    2. Contact our Customer Service team on 4001201154 to arrange for a courier to collect your items. Please indicate if your return contains beauty or fragrance.
    3. Complete the Returns Form and place it inside the box and seal the box securely
    4. You will be contacted by the courier company on your chosen day to confirm the collection time
    5. The courier will provide a copy of your return tracking information. Please retain this for tracking purposes
    6. If you have ordered multiple items within one order and wish to return part of the order, the original e-Fapiao will become invalid and a replacement e-Fapiao for the items not returned will be available to download shortly after acceptance of your return.

    Important: We do not accept liability for goods returned using any method other than our collection service.

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

    No.189 DieQiao Road
    KangQiao PuDong
    Shanghai 201319 P.R.C

    • Purchases must be returned within mainland China with the completed returns form.
    • Items returned must be in their unused original condition with all Burberry item 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 Burberry reasonably believes has been used, will not be accepted and therefore sent back to the customer. 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.

    Receiving a refund

    Refunds will be credited to the purchaser's 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. Working days are Monday to Friday excluding Chinese public holidays.
    • Please retain your shipping note until you have received your refund.
    • If the item which 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.

    REFUNDS FOR ORDERS CANCELLED BEFORE SHIPMENT

    • Your card or other method of payment will be charged when you confirm payment. Your payment method may show a deduction of the funds immediately upon order.
    • Burberry may cancel all or part of your order before the order is shipped. In such circumstances, the payment for the cancelled item(s) will be refunded as soon as possible. Please see our terms and conditions for more information.
  • Conditions

    • Purchases must be returned within mainland China with the completed returns form.
    • Items returned must be in their unused original condition with all Burberry item 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 Burberry reasonably believes has been used, will not be accepted and therefore sent back to the customer. 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.
    • Optical frames cannot be returned after they have been fitted with prescription or replacement lenses.
  • Order amendments and cancellations

    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.

    CUSTOMER CANCELLATION OF ORDERS

    Under applicable PRC E-Commerce Law and the Law of PRC on the Protection of Consumer Rights and Interests, you may have a right to cancel orders for certain items purchased from Burberry.com within a statutory cooling-off period. For orders placed on Burberry.com, there is a cooling-off period of 14 days from the day after the date on which the item in question was received.

    Please note that this cancellation right does not apply to certain items including (without limitation):

    • Goods made to your specification or goods which have been clearly personalised
    • Services, if we have 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 post to Burberry (Shanghai) Trading Co, Ltd, 60F, 1717 Nanjing West Road, Jing’An District, Shanghai or by emailing cn.customerservice@burberry.com, in each case within the statutory cooling-off period and giving details of the items ordered, and (where appropriate) their delivery date and the date of receipt of the item(s).

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