Terms of Sale | Mulberry

These terms and conditions describe the basis for the purchase by you and sale by us of the goods described on www.mulberry.com (the Website) which we own and maintain.

These terms and conditions should be read alongside, and are in addition to, our Privacy Policy and our Cookie Policy which tell you how we use your personal information.

Placing an order

By placing an order on this Website, you confirm that you have read these terms and conditions and the Privacy Policy, and that you agree to them. You should keep a copy of these terms and conditions for future reference. We will not always file a copy of orders made by you.

Each order that you place is an offer to buy those goods and we shall accept that offer at our sole discretion, but orders are normally accepted if:

(a) the goods are available;

(b) the order reflects our current pricing;

(d) your credit or account card is authorised for the transaction.

We will confirm receipt of your order through our automatic screen confirmation of the order and we may also follow this up with a confirmatory email. Please note that at this stage your order for goods may not have been accepted by us.

Formation of the contract

商品の価格は、明白な誤りである場合を除き、本ウェブサイト上に随時記載されている価格となります。

本ウェブサイトに表示されるすべての価格は税込価格です。

当社は、商品の価格や送料を予告なく随時変更できる権利を保有します。ただし、既にご注文済みの商品に関しては、このような変更の対象とはなりません。

本ウェブサイトでは数多くの商品を取り扱っているため、最善を尽くしても、一部の商品に価格の誤表記が発生しうることは避けられません。当社では通常、商品の発送手続きの過程で価格の確認を行っておりますが、価格に誤表記があった場合には、次のような対処を行います。

( (a) 価格が本ウェブサイトに表示されているものよりも低い場合は、商品をお客様に発送する際に、低い方の価格で請求を行います。

( (b) 価格が本ウェブサイトに表示されているものよりも高い場合は、独自の裁量により、ご注文をキャンセルし、その旨をメールでご連絡させていただきます。

価格の誤表記が明白かつ明らかであり、お客様にも誤りと認識できる場合、たとえ発送確認が送信された後であっても、当社は誤って低く記載された価格でお客様に商品を提供する義務を負いません。

お支払い

本ウェブサイトでは、クレジットカード（Visa、Mastercard、JCB、もしくはAmerican Express）、またはApple Payでのお支払いが可能です。ご注文完了後のお支払い方法の変更は承ることができません。十分ご注意ください。

商品の代金および送料、代引手数料やラッピング代等の関連費用は、通常当社では商品の発送準備が整った時点で、請求手続きを行います。

お客様は、ご注文時に提示されたお支払い方法で支払いを行う権限を有することを、当社に保証するものとします。当社では、これを確認するために、セキュリティチェックを行う場合があります。

提示されたお支払い方法で支払いができない場合、当社では、ご注文の受領を拒否する場合があり、商品が提供できないことに関して一切の責任を負わないものとします。

また、お客様によるお支払いは、お客様が決済業者（カード会社等）との間で別途契約する条件に従うものとし、当社では、ご注文の決済処理において、お客様が決済業者によって課せられた手数料や罰金・違約金についても一切の責任を負いません。

当社では本ウェブサイトに記載されている通り、クレジットカードでの支払いを受け付けています。商品の代金および関連費用は、ご注文の受領時にお支払いいただきます。当社では通常、商品の発送準備または店頭受取の準備が整った時点で、請求手続きを行います。

また当社では、ご注文の決済処理において、決済業者によって課せられた手数料や罰金・違約金についても一切の責任を負いません。

配送

ご注文を当社が受領した後、通常1〜2営業日（土日祝日、夏季休業、年末年始期間を除く）以内にヤマト運輸で発送いたします。

配送日・時間帯のご希望も承っておりますので、入力画面にてご指定ください。

※配送日・時間帯指定の有無にかかわらず、交通事情等により商品のお届けに遅延等が発生する場合がございます。あらかじめご了承ください。

ご注文の品は外から中身が分からないように梱包されます。

※セール期間中はご注文件数が増加するため、商品の発送に遅れが生じる場合がございます。

当社では商品を発送する際、お客様指定の住所（お届けは日本国内のみとなります）宛てに配送を行います。

商品の到着までの間、商品に関する危険は当社が負うものとします。商品到着の時点で当該危険はお客様へと移転しますが、ご注文に関してお客様に支払い義務のある料金全額を満額でお支払いいただくまでは、商品の所有権は当社に留保されるものとします。

製品保証

当社は本ウェブサイトでご購入いただいた製品の一部に保証を提供しています。当社による製品保証については返品ポリシーをお読みください。

正規販売店を含む小売店等から購入された製品の保証については、当該小売店等との間の販売契約に基づくものとし、本ウェブサイトから購入いただいた製品以外の製品について、当社は必ずしも修理・交換をする義務を負わないものとします。

ご購入いただいた製品の修理または交換をご希望の場合、あるいはその他保証期間内にお気づきの点がある場合は、カスタマーサービスまでお問い合せください。

契約の解除

If you change your mind or for any other reason you decide you do not want to receive the goods, you have a legal right to cancel the Contract at any time from the date you receive the Dispatch Confirmation until the end of the fourteenth working day after the day you receive the goods from us. This cancellation right does not apply to any goods which are made-to-measure, custom-made or personalised for you. Alternatively, you may prefer to use our free returns service as set out in our returns policy.

If you decide to cancel your Contract, you must contact our Customer Care team in writing by email or by letter. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you sent us the e-mail or posted the letter to us.

If the goods are delivered to you prior to or after you inform us that you wish to cancel the Contract, we will contact you with instructions for how to return the goods to us. You must return the goods to us as soon as reasonably practicable and at your own cost. This does not apply if you are returning the goods because they are faulty or not as described. If you do not return the goods to us, we are entitled to collect the goods from you and to charge you for such collection.

Where you cancel your Contract, you have a legal obligation to keep the goods in your possession and to take reasonable care of them while they are in your possession. We recommend that you use a secure and trackable means of returning the goods to us and you insure your return, as you will be liable for any damage to or loss of the goods until we receive them.

Please note that you are not entitled to use our free returns service where you cancel your Contract using your legal right to cancel set out above. A summary of this legal right to cancel and an explanation of how to exercise it are also provided in the Dispatch Confirmation. You cannot cancel the Contract or return the goods where the goods have been tampered with or used unless the goods are faulty or not as described.

返品

本ウェブサイトでご注文いただいた商品の返品については、返品ポリシーをお読みください。

不良品や誤配送の商品を返品される場合は、送料は当社が負担しますが、お客様の都合による返品の場合は送料の実費をお客様にご負担いただきます。

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.

返金

返品ポリシーまたは本販売規約で定められた規定に従って商品を返品された方には、商品価格の全額を返金いたします。

通常は、返金処理の完了後72時間以内にお客様のアカウントや口座に反映されますが、カード会社によってはさらに日数を要する場合もあります。返金の決済処理に要する時間に関しては、当社の責任の範囲外となりますので予めご了承ください。

本ウェブサイトでご注文いただいた商品の返品に伴う返金については、返品ポリシーも併せてお読みください。

法的責任

当社は、本ウェブサイトに掲載されている全ての情報を、慎重に作成・管理しますが、その正確性および完全性などに関して、いかなる保証もするものではありません。お客様は自己責任のもとに本ウェブサイトを利用することに明示的に同意するものとします。当社は以下の事項から免責されるものとします。

(a) 本ウェブサイト上で提供される情報の不正確性、誤りまたは遺漏

(b) 当社による販売規約違反以外の原因によって生じた損失

(d) 当社の管理下以外の事由による、販売規約で定められた義務や商品提供の不履行

当社が販売規約に違反したことにより、当社がお客様に対して負う累積責任は、当該契約のもとでお客様がご注文した商品の価格を上限とします。

お客様の販売規約への違反に対し、当社が一切の措置をとらなかった場合も、他に販売規約への違反があった場合における権利や救済手段を当社が放棄したものとはみなされません。