Requesting a return
You can request a free return for goods you have purchased on Mulberry.com up to 28 days after receiving your order for all full priced goods, or 14 days after for sale items.
To request a return, simply log in to your account, go to Order History and view the order you wish to return items from.
Within the order, click on the Return Item link and select a reason for return for any items you are returning.
Select the Continue with Return button in the Return Summary box, and then tick the box on the following page to confirm you accept Mulberry’s return conditions, then click the Return this Item button.
You will then see a returns confirmation number and also instructions on how to arrange your free returns collection. These details will also be sent to you in a returns confirmation email.
If you do not have a Mulberry account, you will need to activate one. Simply go the activate account page and enter the email address you used for your last order, and you will receive an email that allows you to set a password for your account.
Once you have created a password you will be able to access your account and request a return following the process above. You will also be able to save and update your account details and subscription preferences.
If you prefer to cancel your contract, please follow the instructions for cancelling an order, but please note, this cannot be used in conjunction with our free returns service.
Extended Christmas Gifting Returns Period
We will be accepting the return of Christmas gifts for refund until Sunday 18th January 2015.
Arranging a free returns collection
Once you have successfully requested a return you can send your items back to us using our free collections service.
Return collections must be arranged within 14 days of requesting a return.
The returns collection process varies according to where you are returning from: please see below for details on returning from your territory. You will also find details on how to arrange your collection in your returns confirmation email.
Returning from the United Kingdom
Book a free returns collection with DPD by calling 0121 275 05 01 and quoting Mulberry’s DPD account number and your returns number that will both be included in your returns confirmation email.
Repack your items with all the packaging you received with them, fill in and detach the returns section of the order summary form you received with your order.
Seal the box and stick the returns address label included with your order to the outside of your parcel.
If you are returning an item of stationery under £50 you can return your item to us via Royal Mail. Please use the UK Royal Mail Freepost label included with your order, filling in your returns number in the bottom right hand corner, stick the label to the outside of your parcel, and post the item back to us.
We recommend you also obtain a proof of postage certificate when posting your item.
Within 72 hours of receiving your return request confirmation you will receive a UPS email that contains a link to download a UPS delivery label and your returns export invoice forms.
Follow the link and print the UPS delivery label and export invoice forms, and also sign each copy of the export invoice forms.
If you are unable to print your UPS delivery label or export invoice forms, please contact Mulberry Customer Services and we can arrange this for you.
Visit www.ups.com and select your country to find the appropriate UPS telephone number to book your collection.
Repack you items with all the packaging you received with them, and fill in and detach the returns section of the order summary form you received with your order.
Seal the box and stick the UPS delivery label you printed to the outside of your parcel, and also the returns address label included with your order.
If you are returning an item of stationery under £50 you will need to send the item back to us using a traceable method to:
- Mendip Avenue
- Shepton Mallet, BA4 4PE
We will ensure the postage you paid as part of your original order is included in your refund.
Our returns policy
You can request a free return for goods you have purchased on mulberry.com up to 28 days after receiving or collecting your order for all full priced goods, or 14 days for sale items.
Once your return request has been confirmed you can send your items back to us using our free collection service, or you can return the goods to us in the following selected store in the United Kingdom: New Bond Street, London; Brompton Road, London; Gees Court, London; Covent Garden, London; Manchester; Edinburgh; Glasgow; Leeds; Westfield White City; Westfield Stratford.
Return collections must be arranged within 14 days of requesting a return.
All returns must be in perfect condition, and come with their original packaging. We are unable to accept returns on items that are scratched, damaged (which includes the soles of shoes), or that are not returned in their undamaged original packaging. Unfortunately, in these situations, the items will be returned to you, and at your own cost.
When it comes to shoes, we ask that while you are trying them on for size and fit, you wear them on carpeted surfaces - to ensure there is no damage or marking to the soles. Unfortunately, we can’t offer any refunds on shoes that are scratched, damaged or dirty and the item will be returned to you, and at your own cost. If you do decide to return your purchase, we require that you return the shoes with their box and make sure that these are then placed in structured and protective packaging so as not to damage the box. This is because the box is considered part of the shoe product and so the same return conditions apply.
Womenswear and swimwear can be tried on, and, you can return it if it is unsuitable, but it must be returned in perfect condition and the tags must still be attached. For womenswear the tag is usually a swing tag attached to the garment and in swimwear it will be a protective internal label.
You will have received a detachable returns form with your original order summary - we need you to provide any and all relevant information - including your reason for returning the item or items and signature to accept our returns policy. This information will help us process your return as quickly as possible. Comments can also help us to improve the future quality of our products.
When we receive and accept your return we will refund the credit card that was used for payment on your original order.
Refunds will normally show on your records within 72 hours of being processed however, the speed of this processing is beyond Mulberry's control and unfortunately some card issuers may take up to 10 days to reallocate your funds.
Once your return has been accepted you will receive a return confirmation email, and you will also be able to download a credit note from your account.
If your order was delivered to a country within the EU then you will be refunded all sales taxes that were included in your outbound order. If your order was delivered to a country outside of the EU and you incurred local customs duties you will need to contact your local customs authority directly to claim these duty charges back.
If you wish to exchange an item, you will need to return the item you no longer wish to keep and place a new order.
Our dispatch team do their best to make sure that goods are packed and despatched as soon as an order is placed so there’s no delay in orders arriving at their destination. Because of this we are unable to make any changes to an order once it has been placed. If you do wish to make a modification to an order you will need to follow our returns process.
Cancelling an order
Customers within the EU have the right to cancel the contract for purchase with Mulberry at any time by the end of the fourteenth day of the day after the day on which the customer receives or collects the goods (this is also called the 'cooling off period').
To cancel your contract within the cooling off period, you must notify us in writing by email, post or fax before the expiry of the cooling off period. Please then package the relevant goods securely and send them to us, or return the goods to us in store, by the end of the fourteenth day after the day on which you cancelled your contract. All returns must be in perfect condition and with their original packaging (that’s because the packaging is considered part of the product).
Please note that you will have to take responsibility for the costs of returning the items to us, unless that is, we delivered the item to you in error, or, if the item is found to be damaged or defective. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost.
If we receive notice of your cancellation of the order within the cooling off period, we will refund the purchase price for that item together with the item's normal postage charge.
Cancellation outside of the cooling off period
If you wish to cancel the contract of purchase after the expiry of the cooling off period or you are not a customer within the EU, this will be dealt with as a Return.
Mulberry takes great pride in the design and craftsmanship of all its products. We seek to use only the finest materials and the highest manufacturing standards. We strive to make sure every item we sell is perfect.
In the unlikely event that a Mulberry product does not match up to our high standards we will try our hardest to address the problem. Our leather bags, accessories and luggage carry a 12-month guarantee. If within this period you find fault with your product, we offer a repair or replacement service at no extra cost to you.
If you find an issue with your product within the guarantee period please see our Repairs section or contact Customer Services who will be able to advise you.
We offer a repairs service for our bags at our Somerset factory. If a repair is possible, any work will be carried out free of charge if the product is still in the guarantee period. The repairs service is also available to bags outside of their guarantee period for a nominal fee.
You can take a look here for details of our service.