FAQ - frequently asked questions

1.) Is there a minimum order value?

There is no minimum order value in the Burlington online shop.

2.) Which payment methods are available to me in the Burlington online shop?

Payment methods:

  • Credit card

3.) How can I return items?

As a consumer, you have a legal right of withdrawal. You are entitled to cancel your order within 14 days of receiving the goods. In this case, please return the goods as follows: Simply go to www.burlington.de and print out your free returns label. Stick the label on the parcel and take it to a post office of your choice. If you have any questions, you can contact our Customer Service team at any time: online@burlington.de.

4.) How can I contact the Burlington online shop?

If you have any questions relating specifically to the Burlington online shop, please contact us at the following address:

E-mail: online@burlington.de, Postal address: Burlington Online-Shop, FALKE KGaA, Oststraße 5, 57392 Schmallenberg, Germany.

We look forward to your feedback. If you have any questions, comments, suggestions or feedback, please e-mail us at this address.

5.) Can I change the delivery address for my order?

Changes to the delivery address can only be made before the order is paid for and/or shipped. Please contact our Customer Service team with questions or address changes at online@burlington.de.

6.) When can I expect my order to be delivered?

The delivery time is approximately 3–5 working days. We will inform you per e-mail as soon as your order has been dispatched.

7.) Which service provider will be used to ship my order?

Your order will be shipped with DHL. This does not include deliveries to Switzerland, which are shipped with DPD, or to the Netherlands, Belgium and Luxembourg, which are shipped with UPS.

8.) Will I receive a shipping confirmation?

A shipping confirmation will be sent to the e-mail address provided as soon as your order has been forwarded to DHL (Switzerland: DPD/Netherlands, Belgium, Luxembourg: UPS). This e-mail will contain a parcel tracking number so that you can track the exact location of your parcel. Please note that it can take up to 48 hours to process the parcel tracking number on weekdays. You won't be able to track your parcel until this number has been processed.

9.) What happens if I'm not at home to receive the delivery?

If you are not there to receive your order on the first delivery attempt, a second delivery attempt may be made or your parcel will be stored at a post office/depot. Either way, you will be notified that an attempt was made to deliver your parcel and you will receive information on how to proceed.

10.) What should I do if my order is incomplete or if I have received an incorrect item?

If an item listed on the delivery slip does not appear in the parcel or you have received an incorrect item, please e-mail our Customer Service team immediately at online@burlington.de.

11.) What should I do if my order has been damaged in transit or if there are technical problems?

If you notice when you receive your order that it has been damaged in transit, please make a note of this on the respective shipping documents and have the delivery company sign for this. If you don't notice the damage until later, please contact us and describe the extent of the damage in as much detail as possible.

12.) Can I exchange the item I ordered?

Unfortunately, we cannot exchange items for a different size, colour or model. Of course, you are welcome to place a new order if the item you would prefer is still available. Any returns will then be deducted from your new order.

13.) When and how will I receive an invoice?

Invoices are sent out automatically by e-mail to the e-mail address you provided.

14.) Will I receive acknowledgement of receipt for any returns?

As soon as we have received and thoroughly inspected your returns, we will send an e-mail to the e-mail address you provided. The relevant amount will be refunded as quickly as possible.