Heritage Backpack

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Heritage Backpack Oak Two-Tone Small Classic Grain

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Heritage Backpack Oak Two-Tone Small Classic Grain

Mulberry Customer Care

Free returns

All items ordered from Mulberry.com can be returned to us for free.

Worldwide delivery

Mulberry.com delivers to over 190 international destinations.

Need more help?

If you need any assistance with placing an order or have a question about Mulberry.com, please contact us.

Contact Us

If you need any assistance with placing an order or have a question about mulberry.com, we have a team on hand to answer your questions from 9am-5pm, Monday to Friday.

Call Us

United Kingdom 01761 234 230

United States +1 844 872 8533

Japan +81 0120 097 428

International +44 (0)1761 234 230

Email Us

customercare@mulberry.com

Ask a question

Worldwide delivery information

Region	Service	Price	Delivery time
Europe	Standard	Free	3-8 working days
	Stationery*	Free	6-10 working days

Import Duties and Taxes

Orders for delivery to any EU country will not incur any import duties and/or taxes.

Collect In Store

Orders can be collected from selected standalone Mulberry stores free of charge. You will receive an email when your order is ready to be collected from the store.

Additional Delivery Information

• Please allow two additional working days for any security validation and delivery to Highlands and Islands.

• Stationery orders under €60 are despatched via UK Royal Mail or International Post and will not require a signature for delivery.

• All orders are delivered in discreet outer packaging, smaller stationery orders of €60 or less will be delivered in an envelope.

• Mulberry.com delivers to over 190 international destinations.

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

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.

Create a free returns label with UPS online by following the link in your returns 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 same country that your order was delivered to.
If you are unable to print your UPS delivery label, 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 & export invoice to the outside of your parcel, and also the returns address label included with your order.

If you are returning your order from the EU:

Please ensure all the export invoices provided with the UPS label are attached to the front of your parcel.
German orders over 1000 EUR will need a special document that our Customer Care team will supply. This too must be attached.
If any of the required paperwork is missing, this may cause a delay in the delivery. This is outside of Mulberry's control.
Return parcels usually arrive within 10 working days of collection. From there, Mulberry will complete the refund within 5 -10 working days. You will be sent an email to confirm your refund.
If you have any concerns about your return parcel, please get in touch with customercare@mulberry.com with your return tracking number and order number.

Once UPS have collected the package, the return should arrive 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.

Region/Service	Price	Expected delivery time
Europe	Free	6-10 working days
Stationery	Free	6-10 working days