Returns
Cancelling an order
Customers within the EU have the right to cancel the contract for purchase with Mulberry at any time by the end of the fourteenth day of the day after the day on which the customer receives or collects the goods (this is also called the 'cooling off period').
To cancel your contract within the cooling off period, you must notify us in writing by email or post before the expiry of the cooling off period. Please then repackage the relevant goods securely and send them to us, or return the goods to us in store, by the end of the fourteenth day after the day on which you cancelled your contract. All returns must be in perfect condition and with their original packaging.
Please note that you will have to take responsibility for the costs of returning the items to us, unless that is, we delivered the item to you in error, or, if the item is found to be damaged or defective. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost.
If we receive notice of your cancellation of the order within the cooling off period, we will refund the purchase price for that item together with the item's normal postage charge.
Cancellation outside of the cooling off period
If you wish to cancel the contract of purchase after the expiry of the cooling off period or you are not a customer within the EU, this will be dealt with as a Return.
Exchanges
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 guarantee (Care Policy)
We take great pride in the design and craftsmanship of all our 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 issue.
In the event that a defect in materials or workmanship is found in your product within twelve months of purchase (6 months for items from our pre-loved offering), you can return it with proof of purchase to a Mulberry store (if purchased from a department store, please return it to them) and we will send it to be repaired or, at Mulberry’s discretion, replaced if it cannot be easily fixed. Alternatively, you can download a repairs form and instructions from Mulberry.com. This does not affect your statutory rights.
If the damage is due to normal wear and tear (as laid out in the care card), inappropriate use or simply an accident, it will not be covered under our repairs policy. However, our repairs department will be pleased to provide a quote for the cost if a repair is possible. Damage due to mishandling by airlines or airports should be reported to the relevant authority before leaving the terminal, as they may be liable for the replacement costs. Such damage is not covered by our repairs policy although we are happy to provide a quote for the cost of a repair if this is possible.