Returns

You can request a free return for goods you have purchased on Mulberry.com up to 30 days after receiving your order for all full priced goods, or 14 days after for sale items.

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.
  • Shoes: while you are trying for size and fit, please wear them on carpeted surfaces to ensure there is no damage or marking to the soles. 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.
  • Womenswear must be returned in perfect condition and the swing tags must still be attached.
  • Earrings are not returnable or refundable for hygiene reasons.
  • Face coverings are not returnable or refundable for hygiene reasons.
  • Stickers cannot be returned after the backing has been peeled off.
  • Socks are returnable as long as they are unused with labels and packaging intact.
  • Products cannot be returned after a Sticker has been applied to them. This includes if you have changed your mind as regards your purchase or during the 14 days following an order online. Gifts which have a Sticker applied to them cannot be returned. Your right to return the product ends once the Sticker has been applied (this does not affect your statutory rights).
  • Once Monogramming has been applied to the product, the product cannot be returned; this includes if the Customer changes their mind following purchase, or if the item is received as an unwanted gift. If the customer choses to cancel the contract which includes Monogramming within 14 days, payment will still be taken for the purchase if the Monogramming has been undertaken No return, refund or credit is possible. Please ensure you are certain you wish to place the order and enter into the contract before choosing Monogramming. This does not affect the Customer’s statutory rights.
 

Arrange A Free Return

To arrange a free return, please follow the below steps.

  • To arrange a free return, please contact customerservice@au.mulberry.com via email and specify whether you'd like to arrange for a free collection or take to a post office.
  • Once contacted, you will be provided with a returns label.
  • Repack your items with all the packaging you have received and put the returns label clearly on the outside of the box.
  • Seal the box and take to a post office or wait for collection, depending on the return method you have selected.

Returning to a store

You can return goods to selected stores: Chadstone, Emporium, DFO South Wharf, QVB and DFO Homebush.

Refunds

We will let you know once we have received your return and processed your refund. You can track the status of your return in the My Mulberry section.

When we receive and accept your return we will refund via the order original payment method. You will receive a return confirmation email and you will also be able to download a credit note from your account.

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.

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.

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.