Frequently Asked Questions
How do I return my item?
Log in to your Mulberry.com account, go to My Orders, and view the order you wish to return items from. Within the order, click on the Return Items button. Select the products you wish you return and confirm a reason code from the drop-down list. Once you have your RMA number contact Customer Services via email@example.com
How long will my refund take once it's back with Mulberry?
Once the courier has collected your parcel the return should arrive with us within 2 – 6 working days. We will let you know once your refund has been processed via email. This should take 5 – 10 working days. You can track the process of your return in your My Mulberry Account.
Once my refund has been issued, when will I see the money in my account?
This is dependent on your card issuer and normally takes 72 hours, but please allow up to 10 working days.
Can I exchange my online order in a store?
If you wish to exchange an item you need to return the item you no longer wish to keep and place a new order.
When will my order arrive?
This will depend on the delivery service you have selected. Please visit our Order & Shipping page for timeframes. The carrier completing your delivery will reach out to share any delivery updates. Mulberry cannot amend or pre-select specific delivery hour time slots.
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 firstname.lastname@example.org 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 email@example.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 firstname.lastname@example.org 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.
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 email@example.com with your order number and requirements. Our team will despatch this as quickly as possible.