Arrange A Free Return

Once you have successfully requested a return you can send your items back to us using our free collections service within 14 days of requesting a return.

Details on how to arrange your collection will be provided in your returns confirmation email.

  • Create a free returns label with UPS online by following the link in your returns confirmation email, fill in the details of your collection address and your Mulberry returns number, and then print the UPS delivery label. Please note, returns collections must be from the same country that your order was delivered to.
  • If you are unable to print your UPS delivery label, please contact Mulberry Customer Services and we can arrange this for you.
  • Visit www.ups.com and select your country to find the appropriate UPS telephone number to book your collection.
  • Repack you items with all the packaging you received with them, and fill in and detach the returns section of the order summary form you received with your order.
  • Seal the box and stick the UPS delivery label & export invoice to the outside of your parcel, and also the returns address label included with your order.

If you are returning your order from the EU:

  • Please ensure all the export invoices provided with the UPS label are attached to the front of your parcel.
  • German orders over 1000 EUR will need a special document that our Customer Care team will supply. This too must be attached.
  • If any of the required paperwork is missing, this may cause a delay in the delivery. This is outside of Mulberry's control.
  • Return parcels usually arrive within 10 working days of collection. From there, Mulberry will complete the refund within 5 -10 working days.  You will be sent an email to confirm your refund.
  • If you have any concerns about your return parcel, please get in touch with customercare@mulberry.com with your return tracking number and order number.

Once UPS have collected the package, the return should arrive within 2-6 working days.  We will let you know once we have received your return and processed your refund. You can track the status of your return in the My Mulberry section.

Refunds

Once DPD (for the UK) or UPS (all other countries) have collected the package, the return should arrive to us within 2-6 working days. We will let you know once we have received your return and processed your refund. You can track the status of your return in the My Mulberry section.

When we receive and accept your return we will refund via the order original payment method. You will receive a return confirmation email and you will also be able to download a credit note from your account.

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 your order was delivered to a country within the EU then you will be refunded all sales taxes that were included in your outbound order. If your order was delivered to a country outside of the EU and you incurred local customs duties, you will need to contact your local customs authority directly to claim these duty charges back.

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.