Shipping

I think I have a problem with my delivery, what do I do?

If your order is still within the delivery window, please allow for your parcel to be delivered within this timeframe. If it has exceeded this timeframe, please contact customercare@mulberry.com with your order number and tracking number. Our team will support you as quickly as they can. Mulberry is not responsible for any courier website issues.

My tracking hasn’t been updated and it has passed my delivery timeframe, what do I do?

You can reach out to the courier directly to ask if they have any updates for your parcel. If you need additional support, please contact customercare@mulberry.com

What if I am not going to be home to accept the delivery?

Depending on the carrier that is delivering your parcel, you may have access to inflight delivery options such as safe place delivery, leaving with a neighbour, or delivery to a pick-up shop. These options vary depending on your delivery location and the courier's availability. We would recommend visiting the courier’s website or downloading their app to see what options are available for you.
Please note, if you choose to have your parcel left in a safe place or with a neighbour once the parcel has been delivered, they cease to be the responsibility of Mulberry.

How do I cancel my order?

If you change your mind and want to cancel your order, please follow our returns process to return your order and we will refund you once your parcel arrives back with us.

My order has arrived damaged, what do I do?

In the unlikely event your order has arrived damaged, please contact customercare@mulberry.com within 30 days of delivery. As we will need images of the item and the packaging, please ensure that all original packaging is kept, including the outer shipping packaging and internal contents.

Packaging

How will my order arrive?

This will be a plain parcel box, with no branding on the outside. However, the shipping label on the box will have “Mulberry” written on, so that the parcel can find its way back to us if should it go missing.

I’ve ordered multiple items and I need extra packing. How do I get this?

Please contact customercare@mulberry.com with your order number and requirements. Our team will despatch this as quickly as possible.