Refusal to return a broken item

I have a belt which is broken, which belongs to a Jacket which was bought from Burberry. I went in to ask if she could send it in for repairs and she asked that I should bring a picture of the Jacket. The jacket is in Johannesburg. Do I now have to fly to Johannesburg, to take a picture of the Jacket. The jacket is not the item which needs repairing, so why then does she need a picture of the jacket. I will gladly go to Jo'burg take as many pictures of the Jacket that she wants if she will pay for my flight ticket, my Uber ride from the airport to Sandton and back and also pay for my time. I find this behavior so unprofessional and totally unnecessary. Their products are supposed to be so good that they are guaranteed not to brake and are valid for life, well at least they are so expensive that they should be.