Returns
Arrange A Free Return
Once you have successfully requested a return you can send your items back to us using our free collections service within 14 days of requesting a return.
Details on how to arrange your collection will be provided in your returns confirmation email.
Once you have received your return request confirmation book your free collection by following this link. You will need the RTS tracking number which is located on the label inside your package. You will also need your full address and contact details to book the collection. If you are unable to locate the RTS tracking number then please contact Mulberry Customer Services and we can arrange the collection for you.
Please note, returns collections must be from the same country that your order was delivered to.
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 returns address label which was included with your order, to the outside of the box.
If you are returning an item of stationery under C$60 you will need to send the item back to us using a traceable method to: MEDC, Mendip Avenue, Shepton Mallet, BA4 4PE England
We will ensure the postage you paid as part of your original order is included in your refund.
Refunds
Once DPD (for the UK) or UPS (all other countries) have collected the package, the return should arrive to us within 2-6 working days. 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.
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.
Mulberry guarantee (Care Policy)
We take great pride in the design and craftsmanship of all our 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 issue.
In the event that a defect in materials or workmanship is found in your product within twelve months of purchase (6 months for items from our pre-loved offering), you can return it with proof of purchase to a Mulberry store (if purchased from a department store, please return it to them) and we will send it to be repaired or, at Mulberry’s discretion, replaced if it cannot be easily fixed. Alternatively, you can download a repairs form and instructions from Mulberry.com. This does not affect your statutory rights.
If the damage is due to normal wear and tear (as laid out in the care card), inappropriate use or simply an accident, it will not be covered under our repairs policy. However, our repairs department will be pleased to provide a quote for the cost if a repair is possible. Damage due to mishandling by airlines or airports should be reported to the relevant authority before leaving the terminal, as they may be liable for the replacement costs. Such damage is not covered by our repairs policy although we are happy to provide a quote for the cost of a repair if this is possible.