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;
(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.
Prices
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.
Payment
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.
Klarna
We’re excited to announce we have partnered with Klarna to bring you new ways to pay at checkout.
How it works:
Step 1
Add products to your cart and select “Klarna” when you check out.
Step 2
Enter a few personal details and you’ll know instantly if you’re approved.
Step 3
Klarna will send you an email confirmation and reminders when it’s time to pay and you can manage your orders and payments in the Klarna app.
Payments information:
Pay in 30 days
Make your purchase today so you can try before you buy. Only pay for what you keep. Pay up to 30 days later. No interest. No fees, when you pay on time.
Paying after delivery allows you to try before you buy and is the easiest way to shop online.
• Complete the payment in full after purchase at no added cost.
• Report returns directly in our app and only pay for the items that you keep.
• Not making your payment on time could affect your ability to use Klarna in the future.
• Debt collection agencies are used as a last resort.
Pay in 30 days is an unregulated credit agreement. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply. Please see www.klarna.com/uk/terms-and-conditions for more information.
Pay in 3
Spread the cost of your purchase into 3 interest-free instalments. The first payment is made at point of purchase, with remaining instalments scheduled automatically every 30 days. Select the Klarna option and enter your debit or credit card information.
• A new way to pay that's an alternative to a credit card.
• 3 instalments gives you flexibility to shop without interest.
• Not making your payment on time could affect your ability to use Klarna in the future.
• Debt collection agencies are used as a last resort.
Klarna's Pay in 3 is an unregulated credit agreement. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply. Please see www.klarna.com/uk/terms-and-conditions for more information.
About Klarna
Pay online or in the app. Review your latest purchases and make payments in the Klarna app or online.
Download the Klarna app: https://www.klarna.com/app
Log in online: https://app.klarna.com/login
Chat with customer service: https://www.klarna.com/uk/customer-service
Safe and secure
With Klarna, you are always covered through Klarna’s Buyer Protection policy. Modern safeguards protect your information to prevent unauthorised purchases.
Frequently asked questions
Visit Klarna’s FAQ page to find out more about using Klarna.
Klarna has a relentless focus on creating the best shopping experience in the world. They believe payments are so much more than just a way to send money. That’s why their smooth checkout options give you more time and control so you can focus on the things you love.
• More than 150 million shoppers are using Klarna.
• 450,000 retailers are working with them worldwide.
• They’re one of Europe’s largest banks and they’ve been powering online checkouts for over 15 years.
Klarna's Pay in 3 and Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply. Please see www.klarna.com/uk/terms-and-conditions for more information.
For Klarna’s Customer Service support, please visit here.
Please see Klarna’s Shopping Service user terms here.
Please see Klarna’s Privacy Notice here.
Please note that the upper limit of Klarna transactions per region:
Market | Klarna Payment Method | Min threshold (local currency) | Max threshold (local currency) |
---|---|---|---|
US | Pay in 4 | 35 | 3000 |
Pay in 30 | 0 | 3000 | |
Pay Now | 0 | No limit | |
Germany | Pay in 3 /4 | 35 | 5000 |
Pay Later | 0 | 5000 | |
Pay Now | 0 | No limit | |
UK | Pay in 3 | 35 | 2000 |
Pay Later | 0 | 2000 | |
Pay Now | 0 | No limit | |
Spain / Italy / France | Pay in 3 | 35 | 3000 |
Pay Later | 0 | 3000 | |
Pay Now | 0 | No limit | |
Netherlands | Pay in 3 | 35 | 3000 |
Pay Later | 0 | 3000 | |
Pay Now | 0 | No limit | |
Sweden | Financing | 0 | 50000 |
Pay Later | 0 | 10000 | |
Pay Now | 0 | No limit | |
Denmark | Pay Later | 0 | 10000 |
Pay Now | 0 | No limit | |
Pay in 3/4 | 0 | 50000 | |
Finland | Pay Later | 0 | 10000 |
Pay Now | 0 | No limit | |
Financing | 100 | 50000 | |
Austria | Financing | 100 | 10000 |
Pay Later | 0 | 3000 | |
Pay Now | 0 | No limit | |
Pay in 3/4 | 35 | 6500 | |
Switzerland | Pay Later | 0 | 2,500 |
Pay Now | 0 | No limit | |
Belgium | Pay Later | 0 | 2,500 |
Pay Now | 0 | No limit | |
Australia | Pay Now | 0 | No limit |
Pay in 3 / 4 | 35 | 3000 | |
Ireland | Pay Now | 0 | No limit |
Pay in 3/4 | 35 | 3000 | |
Portugal | Pay in 3 | 35 | 3000 |
Pay Now | 0 | No limit |
ClearPay
1. What is Clearpay?
Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply). Please use Clearpay responsibly.
The service is provided by Clearpay Finance Ltd. Clearpay Plans are not regulated by the Financial Conduct Authority.
2. How do I use Clearpay?
Just shop on Mulberry.com and check out as normal. At checkout, choose the Clearpay payment method. You will be directed to the Clearpay website to register and provide payment details (Visa, Mastercard or Amex).
If you've used Clearpay before, just log in to your Clearpay account. Then complete your order!
3. Who can use Clearpay?
Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address.
Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account. Other eligibility criteria apply. See Clearpay Terms of Service for further details.
4. How does the Clearpay payment schedule work?
Clearpay will split the total value of your order into 4 instalments payable every fortnight. The exact amounts and dates will be displayed for you to agree to before you confirm your purchase. If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.
You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.
5. What if I can't pay a Clearpay instalment?
If you cannot make a payment, please contact Clearpay here.
As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.
Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £24, whichever is less.
Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service for further details.
6. When will my items be delivered if I use Clearpay?
Clearpay orders are delivered within our standard delivery timeframes like any order from Mulberry.com.
7. Is there a limit to how much I can spend on a single Clearpay transaction?
Yes, your order value including shipping must be less than £2,500 to use Clearpay. Your maximum order value may be lower depending on factors such as being a new customer or your payment history.
8. Can I use another form of payment with Clearpay?
Yes, you may also use a gift card with Clearpay to pay for your purchase.
9. How do I return or exchange an item purchased with Clearpay?
Items purchased with Clearpay follow our standard return process. Please note, refunds for Clearpay purchases will be refunded from Mulberry.com to Clearpay. We cannot provide an exchange or cash refund.
When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until the Mulberry has confirmed the receipt of any return goods, you will be liable to continue to make your payments to Clearpay.
You can view the details by logging in to your Clearpay account.
10. Where can I find out more about Clearpay?
Visit the Clearpay website here for a comprehensive list of FAQs, Clearpay Terms of Service here, and Privacy Policy here.
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.
Guarantee
a. 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).
b. Please note that different conditions apply to Pre-Loved Bags which carry a 3-month guarantee. Free of charge repairs will not be guaranteed to “make good” any imperfections the Product has that were identified at point of sale. Items sold through The Mulberry Exchange are pre-loved and therefore signs of wear should be expected. A Pre-Loved Product is eligible for a free of charge repair if a manufacturing fault is identified.
c. If you find an issue with your product within the guarantee period, please see our Repairs section or contact Customer Care who will be able to advise you.
Cancellation
Returns
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 Care 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.
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Mulberry Exchange
Mulberry Exchange (“Exchange”) - Online & In Store Terms and Conditions
MULBERRY COMPANY (DESIGN) LIMITED
Mulberry is offering Customers the opportunity to exchange their genuine preloved Mulberry bags (“the Preloved Bag”) for credit to spend on any new Mulberry product (“the New Product”) under the Terms and Conditions detailed below.
1. The Customer has two options to commence an Exchange; bring their Preloved Bag into store or submit a request form online (“Request Form”).
2. In Store
a. Mulberry will inspect in store the Preloved Bag and decide whether, in its discretion, it is suitable for the Exchange offer. It cannot accept products made from exotic material.
b. If Mulberry decides to Exchange the Preloved Bag, depending on the style and condition of the Preloved Bag, Mulberry may offer up to 25% of the original purchase price on presentation of the original receipt; or if no original receipt is available, up to 25% of the last selling price for the item (which may be sale price or historic price of the specific item) may be offered (“the Credit”) for the Customer to spend on New Product which includes but is not limited to bags, purses, wallets, keyrings, scarves, shoes and other preloved items from the Mulberry Exchange programme.
c. Credit offered to the Customer may either be used the same day in store on Mulberry product or put on a Mulberry gift card to be used at a later date on New Product. Mulberry’s standard Terms of Sale shall apply to all gift cards issued as Credit.
d. Any quote offered to a Customer for their Preloved Bag is only valid on the day given.
e. Exchange will be available in Regent Street, Leeds, Edinburgh and Manchester stores; additional stores may be added (see website for details).
f. The Customer at the point of accepting the Credit offered by Mulberry for their Preloved Bag will be required to sign and complete a consent form to say they fully understand and accept these Terms and Conditions.
g. Once the purchase of the New Product by the Customer is completed or a gift card for the Credit has been issued, all risk and title in the Preloved Bag passes to Mulberry. The Customer will be unable to request the return of the Preloved Bag after this point under any circumstances.
h. If the Customer decides to return the New Product, the cost of the New Product will be refunded less the amount of Credit given. The Customer may reuse the Credit at the time of refund to purchase another New Product or request the Credit is put onto a gift card. This does not affect the Customers statutory rights.
3. Online:
a. The Customer shall complete an online Request Form (www.mulberry.com/buy-back-form) and send this, together with a variety of images of the Preloved Bag and confirmation of proof of purchase (if available) to Mulberry at the email address specified on the Request Form. It is important that the Customer provides images of the Preloved Bag from all angles, both externally and internally, in particular showing any damage or wear and tear to the Preloved Bag so that Mulberry can undertake a thorough assessment. All fields must be completed on the Request Form. On receipt of the Request Form and images, Mulberry will inspect the images and decide whether, in its discretion, the Preloved Bag may be suitable for the Exchange offer.
b. If Mulberry considers the Preloved Bag may be suitable for the Exchange offer, Mulberry will contact the Customer by email and provide a quote for the Exchange of the Preloved Bag (“Quote”). The Quote is subject to these Terms and Conditions.
c. The Customer will have 30 days from receipt of the Quote to confirm if they wish to proceed with the Exchange offer, after which time the Quote is no longer valid.
d. To accept the Quote the Customer shall email Mulberry Customer Care who will arrange for the Preloved Bag to be collected from the Customer at Mulberry’s cost and delivered to Mulberry for inspection.
e. Mulberry will only accept genuine Preloved Bags as part of the Exchange offer. It cannot accept products made from exotic material. If upon receipt, the Preloved Bag is found not to meet the above criteria, the Quote is automatically void and the Customer will be contacted by email and the Preloved Bag returned.
f. If Mulberry decides to Exchange the Preloved Bag, depending on the style and condition of the Preloved Bag, the Quote shall be for up to 25% of the original purchase price on presentation of the original receipt; if no original receipt is available, up to 25% of the last selling price for the item (which may be a sale price or historic price of the specific item) may be offered (“the Credit”) for the Customer to spend on New Product which includes but is not limited to bags, purses, wallets, keyrings, scarves, shoes and other preloved items from the Mulberry Exchange programme.
g. Credit offered to the Customer shall be given via a Mulberry gift card which can be used towards a New Product. Mulberry’s standard Terms of Sale shall apply to all gift cards issued as Credit.
h. As specified in point (d) above, and after having sent the Request Form, the Customer can send their Preloved Bag directly to Mulberry for inspection. Alternatively, the Preloved Bag can be taken to any of the Mulberry stores listed in 2(e) above.
i. Once the Customer has accepted the Exchange offer in accordance point (d) above, and the gift card for the Credit has been issued, all risk and title in the Preloved Bag passes to Mulberry. The Customer will be unable to cancel the Exchange or request the return of the Preloved Bag after this point in any circumstances.
j. In accepting the Quote offered by Mulberry for their Preloved Bag, the Customer shall be confirming they fully understand and accept these Terms and Conditions.
4. Mulberry reserves the right to refuse to apply this Exchange offer to any Preloved Bag in its absolute discretion.
5. No cash alternatives are available under this offer.
6. Gift cards are valid for 24 months from issue.
7. In offering the Preloved Bag to Mulberry under the Exchange, the Customer is confirming that they own the Preloved Bag and have the right to dispose of it.
8. The Customer must ensure that the Preloved Bag is free from any belongings. Mulberry takes no responsibility for the loss or damage of any belongings left in the Preloved Bags and Mulberry is under no obligation to return such items.
9. Mulberry’s standard Terms of Sale shall apply to all purchases from Mulberry.
10. These Terms and Conditions may be subject to change without notice.
Monogramming
1. Monogramming is available for up to 3 characters on a limited range of products.
2. The Monogramming offer is available for online purchases for a limited time.
3. The Customer must select the Monogramming feature prior to purchase if they wish to have any item Monogrammed and this will be recorded on the order details. All items must be paid for in full prior to any Monogramming.
4. Monogramming must be selected as part of the order process. It is not possible to have Monogramming applied at a later date.
5. The Monogramming is provided and applied free of charge for a limited period – after which Mulberry reserves the right to make a charge.
6. The Customer may choose a maximum of 3 characters per bag and a maximum of 3 characters per scarf. The location for application on the item is pre-defined.
7. The Customer may choose (subject to availability) from a range of colours and threads for the Monogram design. Only one thread colour may be chosen per Monogrammed item.
8. Product and Monogram pictures are for illustration purposes only; the final Monogram may have slight variations.
9. Please note that the addition of Monogramming will take time to apply and will delay delivery; our standard delivery times will therefore not apply.
10. Once applied, the Monogram cannot be removed.
11. The Monogram on leather products may be wiped clean with a damp cloth. Do not rub the Monogram. It is suggested that the Monogram is only treated with spray; do NOT use cream leather care products. Scarves which include a Monogram should be professionally dry cleaned only.
12. Once the Monogram 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.
13. Monogramming cannot be applied to products which have previously been purchased.
14. Monograms and suitable products for Monogramming are subject to availability.
15. Mulberry is not liable for any damage caused to, or by the Monogramming, during or after application, or damage to products as a result of Monogramming or removal or attempted removal of the Monogram, or due to the incorrect care of the Monogram, or where unsuitable care products are used.
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