Care & Repairs
Repairs
We offer a repairs service for bags that develop a defect such as a faulty zip or lock, or have been subject to wear and tear over time. Mulberry bags are made with a great deal of care and attention, and defects are rare. Although not all of our bags can be repaired, the team will always carefully assess each bag and advise you on what can and cannot be done to rectify things.
Repairing Your Bag
All our bags carry a 12-month guarantee from the date of purchase. If within this period you detect a fault, the bag will be repaired or, if necessary, replaced at no extra cost. (An original proof of purchase will be required). We also offer a repairs service for bags outside of their guarantee, for a fee.
Arranging a Repair Assessment
Take your bag into any Mulberry store and our team will take a few details and arrange to have your bag sent to the repairs team for assessment.
If you are unable to get to a store, please contact our Customer Care Team on customerservice@au.mulberry.com.
The Repairs Process
If the Repairs team believes that your bag can be repaired they will get in touch with a quote for the work and ask if you wish to proceed. Please note, if you returned your bag to us via a store, it will be the store who contacts you regarding your quote. If your bag is still inside the guarantee period and you have proof of purchase, you will not be charged for the repair.
Repairs Timescale
Our repair timescales can vary dependent upon the exact nature of the repair required. Each product is assessed thoroughly on a case by case basis, and all repairs are carried out individually by hand, by one or more of our highly specialised artisans. We always want to ensure that we take the very best care of your bag, and it can take time to repair a bag that has aged and changed over time.
Cleaning Service
We do not currently offer a cleaning service. There are independent companies that offer this, but they have not been approved by Mulberry or officially tested on our products.
Replacement Screws and Straps
We cannot send out any parts directly to you. If you are missing a screw or strap you need to send your bag back to the Repairs Centre so it can be properly repaired by our skilled craftsmen. We always want to ensure a bag is properly repaired, and that the leathers and components are matched as closely as possible by our expert team.
Components
We have an extensive collection of components and leathers but there are occasions where components are no longer part of the collections and are not available to re-order, or our supply of original leather has been exhausted. If either of these circumstances applies, we would be happy to offer a closest alternative wherever possible.
We strive to ensure every repair is carried out to the highest quality standard and always aim for the nearest possible leather or component match to an individual bag. New leather will always vary slightly to the original especially for some of our older bags where the leather has aged beautifully over time.
If you have any further questions about Mulberry's repairs service, please contact our Customer Repairs Team on cs-australia@mulberry.com
More about the Mulberry Guarantee
Material care
Mulberry creates beautiful leather bags from the most carefully chosen and exquisite natural leathers. Many different types of natural leathers are used for our products. The leather used is of the highest quality, and from reputable, ethical sources.
All of our patterns are unique and designed in-house. Natural leathers are left untreated for a pure finish, and can vary in shade and texture.
Different leathers age in different ways and some are more delicate than others. Many of our customers love leathers to acquire a vintage patina and some don't - both are fine! But if you understand how Mulberry leathers age and how they should be cared for then you will be able to choose one that suits you and your requirements.
As a general rule, you should take care to avoid rubbing delicate, smooth or patent leather types against rough or sharp surfaces to minimise scratching.
Should your product get wet, remove any residual water immediately with a paper towel, pack loosely with paper and allow it to dry naturally.
If you have any specific enquiries about the leather we use or caring for your product, please contact Customer Services on cs-australia@mulberry.com