Returns

 

Extended Returns For Gifts

Returns for items purchased online at mulberry.com as gifts from 2nd November will be accepted until Friday 13th January 2017. For more information on the returns process, please see the Returns Policy below.

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 shipping method. These details will also be sent to you in a returns confirmation email. You must request the returns collection within 14 days of requesting a return.

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.

Creating a shipping label and arranging a free returns shipping collection

Create a free returns shipping delivery label with UPS online by following the link in your return confirmation email, fill in the details of your collection address and your Mulberry returns number, and then print the UPS delivery label.

Please note: returns collections must be from the U.S.

If you are unable to print your UPS delivery label, please contact Mulberry Customer Services and we can arrange this for you.

Drop your return off at a UPS location or contact UPS at 1-800-742-5877 to book your collection.

Repack your item(s) with all of the packaging you received, detach the returns section of the order summary form you received with your order, compete that section, and include it with your item(s) to be returned.

 

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 original order.

Returning stationary items under $60

If you are returning an item of stationery under $60 you will be able to use a free return postage label that we will make available to you.

Our returns policy

You can request free returns shipping for goods you have purchased on mulberry.com up to 30 days after the delivery date or date of collection in store of your order for all full priced goods, or 14 days for sale items, as long as the goods and original packaging are in perfect condition and you follow the process in this policy and any and all other instructions we provide. Once your return request has been confirmed, you can send your items back to us using our free returns shipping service as detailed in this policy.

Alternatively you can return the goods to us in any of our U.S. retail outlets.

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 worn, 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.

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. 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.

Returning a CITES product

Returning from within the EU:

CITES products can be authorised to be returned to Mulberry from the UK or other EU countries, provided the normal terms and conditions are met. Please contact your sales advisor or Mulberry’s Customer Service team to let Mulberry know before you return your item.

Returning from outside the EU:

Please be aware that the same customs requirements will apply for returning products as for the original shipping which can add time and cost to the returns process. Please contact your sales advisor Mulberry's Customer Service team who can advise you further.

Refunds

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.

Exchanges

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.

Changes

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 guarantee

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.

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