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 refunable 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).
Extended Returns For Gifts
Full-price items purchased as a gift from Saturday 24th October 2020 can be returned until Sunday 10th January 2021.
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 to the outside of your parcel, and also the returns address label included with your order.
If you are returning an item of stationery under €60 you will need to send the item back to us using a traceable method to: Mulberry Internet Returns, Neuer Wall 69, 20354 Hamburg, Germany. We will ensure the postage you paid as part of your original order is included in your refund.
If you are returning a CITES product, please contact the Mulberry's Customer Service team who can advise you further.
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.
Returning to a store
You can return goods to selected stores in the Europe: Neuer Wall, Hamburg; Rue Saint-Honoré, Paris; PC Hooftstraat, Netherlands.
If you are returning your goods to one of these stores, you do not need to raise an RMA - we will do it on your behalf.
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.
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 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.