这些条款和条件描述了您在我方拥有并维护的 www.mulberry.com （以下简称“网站”）上购买商品以及我方销售商品的基础。
我方的隐私政策及 Cookie 政策告知您，我方如何使用您的个人信息；此外，您还应一同阅读这些条款和条件。
下订单
在本网站下订单即表示您确认，您已阅读这些条款和条件以及隐私政策，并且您同意遵守它们。您应保留一份这些条款和条件的副本，以供未来参考之用。我方未必总能对您下达的订单进行存档。
您下达的每张订单均是购买这些商品的一个要约，我方应自行决定是否接受该要约，不过，如果符合以下条件，通常会接受订单：
(a) 商品有货；
(b) 订单反映了我方当前的定价；
(c) 商品是发往我方配送的目的地或者是在我方的某个门店提货；且
(d) 您的信用卡或记账卡针对该交易进行了授权。
我方将通过订单自动屏幕确认来确认收到您的订单，并且我方可能还会通过一封确认电子邮件对此进行跟踪。请注意，在该阶段，我方尚未接受您的商品订单。
合同订立
我方将通过向您发送一封确认已发货或不久即可到店提货的电子邮件（“发货确认函”），以便确认我方接受您的订单。
当我方向您发送发货确认函（以下简称“合同”）时，我方双方之间的合同才得以订立。这些条款和条件、发货确认函以及我方提请您注意的其他商品相关信息将纳入本合同内。
该合同仅涉及发货确认函中已确认的商品，我方没有义务供应您订购的任何其他商品，除非我方已向另行您发送了关于该等商品的发货确认函。
价格
除非存在明显的错误，否则本网站将不时列出商品价格和运费。
网站上的所有价格均不含任何适用的销售税和关税。销售税和关税将按照您订单配送或提货的目的地进行计算，并包含在您下单时显示的总价内。
如果您的订单是配送到欧盟以外的目的地，则您的订单可能需收取进口关税及税款。任何该等关税及税款将由您负责支付。任何该等关税及税款可能会因地域而异。我方无法就任何进口关税及税款给您提供意见，在这方面我方建议您联系配送目的地的当地海关。
我方保留随时修改价格和运费的权利，但该等变动不会影响任何已向您发送发货确认函的订单。
本网站销售大量商品，因此尽管我方尽了最大努力，但某些商品仍有可能标错价格。我方通常会在发货流程中确认商品的价格，如果商品的价格：
(a) 低于网站上注明的价格，我方将在向您发货时将差价付给您；或者
(b) 高于本网站上注明的价格，我方将自行决定在发货之前联系您进行请示，或者拒绝您的订单并通过电子邮件告知您订单被拒。
如果定价错误十分明显且毋庸置疑，并且本来应该能当作错误被您发现，那么即使我方已向您发送了发货确认函，我方也没有义务以较低的错误价格为您提供商品。
付款
如本网站所规定的，我方接受信用卡和借记卡付款。需在我方接受您的订单时支付货款和相关费用。我方通常在准备好配送或提货时尝试收取付款。
您向我方确认，您已获得授权使用您在下订单时提供给我方的付款方式。我方可能会进行安全检查，以确认情况是否属实。
如果您的付款方式未获授权，我方可能会拒绝接受您的订单，并且对未配送商品不承担任何责任。
我方也不对与您订单相关的付款处理导致的支付服务提供商可能收取的任何费用或罚款承担责任。
配送和提货
网站上给出的所有配送及提货日期和时间仅作为一般指引。在绝大多数情况下，我方可以在预计的配送时间内将商品配送给您或让您从您选定的门店提货，当我方预计会出现延迟时，我方将联系您，告知您延迟情况。
除非有特殊情况，否则我方将在发货确认函内所载的日期和时间之前完成您的订单，或者如未指定日期或时间，将在发货确认函发出之日起的合理期限内完成您的订单。
如果对商品进行配送，我方将尝试将商品配送至您指定的配送地址，如无指定配送地址，则配送至您提供的信用卡或借记卡的地址。最重要的是，需确保您提供的地址正确无误。
如自行提货，我方将确保在发货确认函发出后的 10 日内可在您选定的门店提货。如需在门店提货，您需要出示您的发货确认函及个人身份证明。
我方无法将商品配送至邮政信箱或酒店。在绝大多数情况下，需要您或收件人签收。所供应的商品不得用于再销售。
如果我方无法将商品配送给您，或者您未提货，那么我方有权取消该合同；如果已收取付款，则将商品成本退款给您。所供应的商品不得用于再销售。
在商品已配送或您提货之前，我方将对该商品承担责任。在此之后，该商品将由您自行承担风险，但在我方收到该商品相关的所有款项（包括任何运费）的全额付款并且商品已配送给您或由您提货之后，该商品才归您所有。
Cancellation
Returns
If, once you have received or collected the goods, you decide you would like to return them to us, you may do so using our free returns service at any time until 30 days, or 14 days in respect of any sale or discounted items, after you have received or collected the goods. You can return the goods to us in store or via your online account and by following the instructions set out in our Returns Policy or by otherwise contacting our Customer Care team.
You have a legal obligation to keep the goods in your possession and to take reasonable care of them until you have returned the goods to us or we collect the goods from you. You cannot return the goods where the goods have been tampered with or used unless the goods are faulty or not as described. Please note that you cannot use our free returns service where you have cancelled your Contract using your legal right set out under Cancellations.
Repairs
As a consumer, you will always have legal rights in relation to the goods that are faulty or not as described. These legal rights are not affected by these terms and conditions or our Returns Policy
Repair Terms and Conditions
These Terms and Conditions outline the rights and obligations of Mulberry Company (Sales) Limited and Mulberry Company (Design) Limited (“Mulberry”, “we, “our”, “us”) and the Customer (“Customer”, “you”, “your”) in relation to the repair services (“Services”, “Repair Services”) provided by our Lifetime Service Centre. These Terms and Conditions are applicable to both Store and Online Mulberry Repair Services.
Confirmation
1. The Repair Order Form must be completed by you correctly, clearly, and completely. If you are completing the physical Repair Order Form in store, we require it to be completed in blue or black ink.
2. Shortly after Mulberry receives the completed Order Form, we will send you an email (the “Order Confirmation”) detailing the Mulberry handbag, purse, small leather goods or other Mulberry item (“Product”) you have booked in and any restrictions or limitations on the Service of your repair.
3. You may be offered a Mulberry exchange known as “Buy Back” as an alternative to our Repair Service. Buy Back is a part of Mulberry’s circularity programme that provides the customer with store credit for buying back used Mulberry Product/s.
4. When sending a Pre-Loved Bag to the Lifetime Service Centre for processing, you should identify on the Repairs Form that the Product was purchased through The Mulberry Exchange.
Changes to Repair Options
5. While we have an extensive archive of components and leathers, it is not always possible to provide an exact match to your Product. In such circumstances, our Repairs Team will contact you to inform you of the closest match available or the other options we currently have in stock.
6. Mulberry reserves the right to change at any time the repair options available to you. However, a change in options will not affect Repair Services that have already begun.
7. Where possible our repairs are completed in Somerset by our expertly skilled artisans at the Lifetime Service Centre. However, on occasion, due to specialist repair requirements or our sustainability commitments, we may require the use of our authorised repair partners to complete repairs.
Pricing
8. For the in-store or online repair process, any quotes provided are provisional and will be confirmed by our Repairs Team once your Product has been reviewed.
9. Our Repairs Team will provide a full assessment in a period of approximately 2 to 3 weeks following receipt of the Repair Order Form (this may take longer in busy periods) after which you will be contacted with a personalised quote confirming any applicable repair costs and an estimated timescale for our Lifetime Services Centre to complete your repair.
10. There are different pricings and options as follows:
11.1 If there is a manufacturing fault in the Product within 12 months of the original purchase date (a receipt may be required by Mulberry as proof of purchase) you are entitled to a repair free of charge, an exchange for the same Product, or an exchange for a different Product with the same or higher price, but if you select a Product of higher price you must pay the difference in price to us. This does not affect your statutory rights;
11.2 If there is a possible manufacturing fault within 12 months of the original purchase date, the Product will be referred to the Mulberry Quality Team to assess and determine at their sole discretion, and the conclusions will be shared with you;
11.3 If there is a possible manufacturing fault more than 12 months after the original purchase date, you will be required to prove there was a fault in the Product at the time it was manufactured to be entitled to a repair free of charge, an exchange for the same Product, or an exchange for a different Product with same or higher price (if you select a Product of higher price you must pay the difference in price to us);
11.4 If there is no manufacturing fault in the Product but damage has been caused by normal wear and tear, inappropriate use or an accident, there is a pricing structure set out in the Repair Order Form available online (https://www.mulberry.com/gb/customer-services/care-and-repairs/get-a-quote), from Mulberry Customer Care or by our Experience Experts in store. Mulberry will provide you with a quote for the repairs after the relevant Repair Order Form has been completed online, in a Mulberry store or by Customer Care. Mulberry reserves the right to change the prices of Repair Services at any time. Any change in pricing will not affect repairs that have already accepted.
12. An estimate of the price of the Repair Service will be provided to you in writing and by email.
13. We may not charge for Repair Services completed in excess of the quote provided without your prior consent.
14. Unless stated otherwise, all prices are inclusive of VAT.
Payment
15. For in-store repair orders, payment for the estimate of the Service will be taken in store where possible. The estimate price of the repair is subject to change. However, if an assessment or quote is required by the Repairs Team, payment will be required on acceptance of the quote.
16. For a Product order that has been sent for assessment or quote to the Repair Team, the customer may pay for the Service via Baccs following the invoice.
17. If available, the customer may pay for the Service via Pay By Link following receipt of the invoice.
Counterfeit or Cancellation
18. If the repair is counterfeit or in our opinion not capable of repair, the Repair Service will be cancelled, returned, and any payment refunded.
19. In the event of a Mulberry cancellation, you will be notified, the relevant Product will be sent back to the relevant store or home address that the Repair Service order originated from and if applicable, any relevant payment will be refunded to the original payment method.
Repair Services Timescale
20. You will be informed by email of an estimated Repair Service timescale following the Products initial assessment by the Repair Team. All timescales quoted are working weeks.
21. The repair timescale will begin from the point you provide confirmation to proceed.
22. We will aim to complete the Services within this timescale that has been communicated to you.
23. We receive a large number of Products to repair and our Repair Team invest considerable time to ensure each repair is completed to the Mulberry quality standard.
24. The time required to complete the Repair Services can vary due to the type of Service required, capacity of the Repair Team and various other factors. For the avoidance of doubt, the Repair Service timescale may be longer than that provided in the estimate in the event of unexpected complexity in the repair.
Collection and Delivery
25. We will notify you by your preferred contact method once the Repair Service is complete and your repaired Product is ready for delivery or collection.
26. If the Repair Service has been processed online:
27.1 We shall deliver the Product to the address you provided on the Repairs Form.
27.2 The Repair Service will be deemed to be complete and accepted on delivery of the repaired Product to the address you provided on the Repairs Form.
28. If the repair has been processed from a Mulberry store:
28.1 Your repaired Product will be returned to the Mulberry store from which you ordered the repair where you will be invited to collect the Product. Alternatively, with prior arrangement, we can arrange delivery to an address in the UK. Delivery is only available to a preferred address that is located within the UK. We do not have the ability to offer this service globally at this time for repairs ordered through a Mulberry store.
28.2 We ask that you collect your repaired Product within 14 calendar days of the store notification. To collect the repaired Product in store you will need to provide (1) the Repair Order Form or relevant e-receipt in digital or hard-copy and (2) the relevant proof of payment. The repaired Product will be deemed to have been accepted if the repair is not disputed with the Experience Expert on collection and the customer removes the Product from the Mulberry store.
28.3 We will not be liable for any Products lost or damaged that are not within our control. If the relevant Mulberry store closes or moves location during the Repair Service, a member of the Mulberry team will be in contact with you to discuss the delivery options for your repaired Product.
29. We will endeavour to provide an approximate delivery date, however we cannot be held liable for any delays in delivery.
30. We will not be liable for any Products lost or damaged that are not within our control. We are not responsible for any Customs issues, charges or delays.
31. Delivery charges may be due to us for Products returned to the Customer via a specified address or a Mulberry store, including in the event that no Services were actioned.
32. Due to storage constraints, Mulberry cannot be held liable for any damage, loss of Product or any other claim after three months from the date the repaired Product was delivered to the relevant store. We offer in good-will a maximum time-period of three months storage of the repaired Product. All items must be claimed within a maximum of three months from the date the repaired Product was delivered to store. Repaired Products that have not been collected from the relevant store after three months from the date that the repaired product was delivered to the store may be destroyed or returned to Mulberry’s distribution centre.
33. In the event full payment has not been received by us, we reserve the right to withhold delivery until this has been successfully received.
Repair Warranty
34. Our experienced Lifetime Service Centre will endeavour to repair the Product (where possible) to the best of their ability. However, there may be some variation in colour, surface, or other aspect of the Product.
35. For all Mulberry Repairs, we warrant that the Repair Services will be performed with reasonable skill and care.
36. We provide a Mulberry guarantee of the quality of workmanship and materials used in the Services for 12 months from the date upon which the repaired Product is delivered or collected.
37. You will notify us of any dissatisfaction or complaint when reviewing the Product in store with the Experience Expert or, in the event of an online repair, within 28 days of receiving or collecting the Product.
38. We will not be held liable for any fault or damage to the Product as a result of inappropriate use, including the use of inappropriate cleaning products.
39. We cannot guarantee the removal of stains. In some cases, it will not be possible to remove the stains. In this event, we will notify you and discuss other potential options such as re-colouring the item.
Cancellation
40. By providing confirmation to proceed with the Repair Service, you acknowledge that you will not be able to cancel the Service thereafter.
Data Protection
41. It is necessary for Mulberry to collect, process and use personal data to conduct this repair.
42. For further information on your privacy rights please visit www.mulberry.com/privacy-policy.
Changes
43. Mulberry reserves the right to vary these Repair Terms and Conditions at any time, subject to any applicable law or regulation. Any change will not affect repairs that have already begun.
Refunds
Where you have returned goods to us in accordance with the Returns Policy or as otherwise allowed under these Terms of Sale, you will receive a full refund of the price you paid for the goods, not including any delivery charges (except where you are returning goods that are faulty or not as described).
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.
Liability
If we breach the Contract, we shall only be liable for losses which are a reasonably foreseeable consequence of such a breach. Losses are foreseeable where they could be contemplated by you and us at the time of entering into the Contract.
We are not responsible for:
(a) losses not caused by our breach;
(b) indirect losses which are a side effect of the main loss or damage and which are not reasonably foreseeable by you and us at the time of entering into the Contract, for example loss of profits or loss of opportunity; and/or
(c) failure to provide the goods or to meet any of our obligations under the Contract where such failure is due to events beyond our control.
Our aggregate liability to you in connection with each Contract shall not exceed the value of the goods ordered by you under that Contract.
Nothing in these terms seeks to exclude or limit our liability for death or personal injury caused by our negligence, fraud or any other liability which cannot by law be validly excluded or limited.
If you breach the Contract and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach the Contract. If any part of the Contract is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.
We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under the Contract. Each Contract is personal to you and you may only transfer your rights or your obligations under a Contract to another person if we agree in writing. A Contract is not intended to give rights to anyone except you and us.
We will do our best to resolve any disputes over each Contract. If you wish to take legal actions against us, you must do so in accordance with the Disputes/Arbitration/Governing Law provision in our Terms and Conditions of Website Use.
Mulberry reserves the right to amend these Terms & Conditions from time to time where we consider it reasonable and necessary to do so; an up to date version can be found on our website.