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.
Placing an order
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;
(c) the goods are for delivery to a destination that we deliver to or are for collection in one of our stores; and
(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
We will confirm our acceptance of your order for goods by sending you an email confirming that the goods have been dispatched or will be shortly ready for collection in store ("Dispatch Confirmation").
The contract between us will only be formed when we send you the Dispatch Confirmation (the "Contract"). These terms and conditions, the Dispatch Confirmation and any other information relating to the goods which we have brought to your attention are incorporated into the Contract.
The Contact will only relate to those goods which have been confirmed in the Dispatch Confirmation and we will not be obliged to supply any other goods which you have ordered until we have sent you a separate Dispatch Confirmation in respect of such goods.
Consumers inside the EU now have access to a web-based platform created by the European Commission - this European Online Dispute Resolution Platform can provide assistance if there is a contractual dispute.
The price of the goods and our delivery charges (where applicable) will be as set out on the Website from time to time, except in the case of obvious error.
All prices on the Website exclude any applicable sales taxes and duties. These will be calculated according to the destination of where your order is being delivered to or collected from and are included in the total price displayed when you place your order.
If your order is for delivery to a destination outside of the European Union, your order may be subject to import duties and taxes. It is your responsibility to pay any such duties and taxes. Any such duties and taxes may vary in different territories. We are unable to advise you in relation to any import duties and taxes and we recommend you contact the local customs office at the delivery destination in this respect.
We reserve the right to amend our prices and delivery charges at any time, but such changes will not affect any order for which we have already sent you a Dispatch Confirmation.
The Website sells a large number of goods, so it is possible that despite our best efforts, that some goods may be incorrectly priced. We will usually verify the price of any goods as part of our dispatch process and if the price of the goods:
(a) is lower than the price stated on the Website, we will charge this lower amount to you when dispatching the goods to you; or
(b) is higher than the price stated on the Website, we will at our discretion either contact you for instructions prior to dispatching the goods or reject your order and notify you of such rejection by email.
We are under no obligation to provide goods to you at an incorrect lower price, even once we have sent a Dispatch Confirmation to you, if the pricing error is obvious and unmistakeable and could have been recognised by you as an error.
We accept payment by credit card and debit card, as set out on the Website. Payment for the goods and related costs will be due at the time we accept your order. We will usually attempt to take payment once the goods are ready to be delivered or collected.
You confirm to us that you are authorised to use the payment method that you provide to us when placing your order. We may carry out security checking to confirm that this is the case.
If your payment method is not authorised, we may refuse to accept your order and we will not have any responsibility for the non-delivery of the goods.
We are also not responsible for any charges or penalties which may be imposed by the payment provider as result of payment being processed in respect of your order.
Delivery and Collection
All delivery and collection dates and times on the Website are given only for general guidance. In most cases we are able to deliver the goods to you or for collection from your selected store within our estimated delivery times and, where we anticipate that this may be delayed, we will contact you to inform you of this delay.
We will fulfil your order by the date and time set out in the Dispatch Confirmation or, if no date or time is specified, within a reasonable period from the date of the Dispatch Confirmation, unless there are exceptional circumstances.
Where the goods are to be delivered, we shall attempt to deliver the goods to the address you specify for delivery, or if none, to the address of the credit or debit card you supply. It is important that these addresses supplied by you to us are accurate.
Where the goods are to be collected, we shall make the goods available for collection at your chosen store for a period of 10 days from the Dispatch Confirmation. In order to collect the goods in store you will need to show your Dispatch Confirmation and a form of personal identification.
We are unable to deliver goods to PO boxes or hotels. In most cases a signature will be required from you or the recipient on delivery. Goods supplied are not for resale.
If we are unable to deliver the goods to you or if the goods are not collected, then we will be entitled to cancel the Contract and, if payment has already been taken, refund the cost of the goods to you.
Goods supplied are not for resale.
We will be responsible for the goods until they have been delivered or have been collected by you. The goods will be at your own risk from this time, but you will not own the goods until we have received full payment of all sums due in respect of the goods, including any delivery charges, and the goods have been delivered to you or have been collected by you.
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 (except for shipping charges).
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 calender day after the day you receive or collect 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 Services 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 or collected by 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, 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.
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 Services 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.
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
Please contact our Customer Services team to arrange the return or repair of any goods that are faulty or not as described.
If you have returned goods to us because they are faulty or not as described, we will refund any reasonable costs you incur in returning the item to us, together with the price of defective goods in full and any applicable delivery charges, as set out in the Refunds section.
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.
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 Gift Cards & Digital Gift Cards
A Mulberry Gift Card (“Gift Card”) is not a cheque guarantee, credit or charge card.
The minimum amount for a Gift Card is £50. The maximum amount for a Gift Card is £5,000
You may purchase a Gift Card in any Mulberry shop or on line at www.mulberry.com. If purchasing on line you will be required to confirm that you accept these Terms and Conditions.
Gift Cards and Digital Gift Cards shall expiry 24 months after date of issue. After this time the card and its value will become invalid. Gift Cards cannot be extended or re-activated once the expiry date is reached.
You may use a Gift Card to make purchases online via the Mulberry online shop at www.mulberry.com.
When using a Gift Card on the Mulberry online shop, you will be required to give the serial number on the Gift Card and the PIN which is revealed by scratching off the holographic panel on the back of the Gift Card.
You may use a Gift Card at most Mulberry owned full price stores, Mulberry airport stores or Mulberry outlet stores (a full list of applicable stores is set out below but is subject to change). The Gift Card is not accepted by third parties selling Mulberry products.
Only original Gift Cards will be accepted and must be produced when making your purchase.
A Gift Card or Digital Gift Card can only be issued in the currency applicable to the country in which it is purchased or issued. For Gift Cards purchased through the online shop, the currency of purchase must be specified at the time of purchase. Gift Cards can only be redeemed against products sold in the same currency.
A Gift Card or Digital Gift Card cannot be redeemed via telephone/mail-order.
When you use a Gift Card or Digital Gift Card, the amount of your purchase (including any sales taxes) will be deducted from the balance on the Gift Card or Digital Gift Card. If your purchase totals less than the value of the Gift Card or Digital Gift Card, any balance will be left as credit for you on the Gift Card to spend in future. Change will not be given. Please note that if you use a Gift Card online, any balance left will be issued to you as an Digital Gift Card instead and your Gift Card balance will be zero.
If the amount of your purchase exceeds the balance on your Gift Card or Digital Gift Card you will be required to pay the remaining price of the product by some other acceptable means.
You may obtain information about the remaining balance on the Gift Card or Digital Gift Card by contacting Mulberry Customer Services.
A Gift Card or Digital Gift Card can only be redeemed against Mulberry products; it cannot be redeemed or exchanged for cash or used to purchase a Gift Card.
Refunds will not be given for the purchase of a Gift Card.
A Gift Card or Digital Gift Card is like cash. Lost, stolen or destroyed Gift Cards or Digital Gift Cards cannot be replaced. Mulberry is not responsible for any fraudulent or misuse of the Gift Card or Digital Gift Card. Mulberry may request additional ID before a Gift Card can be redeemed.
Gift Cards and Digital Gift Cards are non-transferable and cannot be resold.
If your Gift Card becomes accidentally damaged or if you have any issues with using your Gift Card or Digital Gift Card, please contact Mulberry Customer Services.
All refunds of goods or services purchased with a Gift Card or Digital Gift Card will be made in accordance with Mulberry’s refund policy. This does not affect your statutory rights. Any refunds will be issued as a new Gift Card or Digital Gift Card.
Mulberry will cancel the value of a Gift Card if we fail to receive payment from the purchaser's bank or card company for the initial purchase of the Gift Card. Further action may be taken where the fraudulent use of a credit card is suspected. For cash purchases of £10,000 or more we will require proof of identification.
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.
Mulberry Gift Cards, Digital Gift Cards and these Terms & Conditions are issued by Mulberry Company (Sales) Limited, The Rookery, Chilcompton, Bath, Somerset BA3 4EH
Mulberry Gift Cards are redeemable both online at mulberry.com and in selected stores in the United Kingdom:
- Cheshire Oaks
- Edinburgh - Multrees Walk
- Glasgow - Ingram Street
- Leeds - Country Arcade
- London - New Bond Street
- London - Brompton Road
- London - Gees Court
- London - The Village Westfield White City
- London - Westfield Stratford City
- London - Heathrow Airport Terminal 2
- London - Heathrow Airport Terminal 3
- London - Heathrow Airport Terminal 4
- London - Heathrow Airport Terminal 5
- Manchester - Spinningfields
- Oxfordshire - Bicester Village
- Somerset - Kilver Court
- Stansted Airport
- York - Swinegate