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.
AfterPay
What is Instalments by Afterpay?
Instalments by Afterpay is an easy payment service that allows customers to make purchases now and pay for them in four payments made every two weeks without any interest.
How do I use Instalments by Afterpay?
Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Instalments with Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, and returning customers simply log in to make their purchase. It’s that easy!
Note: All items in your shopping cart must be eligible for Instalments by Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.
Where can I use Instalments by Afterpay?
Instalments by Afterpay can be applied to purchases made on Mulberry.com/ca.
Can I use Instalments by Afterpay if I’m an international customer?
Afterpay is only offered to our customers who have a Canada billing address, Canada shipping address, a Canada Visa, Mastercard (credit or debit card) or American Express and a Canada mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.
How does the payment schedule work?
All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.
You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.
Where can I find common questions about payments?
Check out the Afterpay Help Center
When will my items be delivered if I use Instalments by Afterpay?
Afterpay orders are delivered as per our standard shipping time frame after you complete your order online. Visit our shipping page for more information by clicking here.
Is there a limit to how much I can spend on a single transaction?
Yes, transaction value limit of CAD 2,500 applies to purchases made on Mulberry.com using Instalments by Afterpay.
What products are not eligible for purchase using Instalments by Afterpay?
Afterpay is not available on purchases of gift cards. If you are purchasing gift cards along with Afterpay eligible products, you will need to place two separate orders.
How do I return or exchange an item purchased using Instalments by Afterpay?
If you have changed your mind, you can return your Afterpay purchase in-store or online for a refund. Please check that your return or exchange meets our Return policy here. Afterpay is notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.
If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support.
What happens if I have a partial refund, and how does that affect my payments?
Afterpay is notified once your refund is processed. Your payment plan is automatically adjusted to reflect the new total order value starting with the last payment and working backward. In the case where a refund amount is larger than 25% of the total order, Afterpay will eliminate the fourth instalment payment and apply the remaining amount to your earlier payments.
Where can I find out more about Afterpay?
If you would like to know more about Afterpay, visit the Afterpay website for more information. There is also information on the Instalment Agreement and Afterpay's Privacy Policy.
If you have any questions about your Afterpay account, please contact Afterpay with this web form.
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.
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.
Repairs
As a consumer, you will always have legal rights in relation to the goods that are faulty or not as described. These legal rights are not affected by these terms and conditions or our Returns Policy
Repair Terms and Conditions
These Terms and Conditions outline the rights and obligations of Mulberry Company (Sales) Limited and Mulberry Company (Design) Limited (“Mulberry”, “we, “our”, “us”) and the Customer (“Customer”, “you”, “your”) in relation to the repair services (“Services”, “Repair Services”) provided by our Lifetime Service Centre. These Terms and Conditions are applicable to both Store and Online Mulberry Repair Services.
Confirmation
1. The Repair Order Form must be completed by you correctly, clearly, and completely. If you are completing the physical Repair Order Form in store, we require it to be completed in blue or black ink.
2. Shortly after Mulberry receives the completed Order Form, we will send you an email (the “Order Confirmation”) detailing the Mulberry handbag, purse, small leather goods or other Mulberry item (“Product”) you have booked in and any restrictions or limitations on the Service of your repair.
3. You may be offered a Mulberry exchange known as “Buy Back” as an alternative to our Repair Service. Buy Back is a part of Mulberry’s circularity programme that provides the customer with store credit for buying back used Mulberry Product/s.
4. When sending a Pre-Loved Bag to the Lifetime Service Centre for processing, you should identify on the Repairs Form that the Product was purchased through The Mulberry Exchange.
Changes to Repair Options
5. While we have an extensive archive of components and leathers, it is not always possible to provide an exact match to your Product. In such circumstances, our Repairs Team will contact you to inform you of the closest match available or the other options we currently have in stock.
6. Mulberry reserves the right to change at any time the repair options available to you. However, a change in options will not affect Repair Services that have already begun.
7. Where possible our repairs are completed in Somerset by our expertly skilled artisans at the Lifetime Service Centre. However, on occasion, due to specialist repair requirements or our sustainability commitments, we may require the use of our authorised repair partners to complete repairs.
Pricing
8. For the in-store or online repair process, any quotes provided are provisional and will be confirmed by our Repairs Team once your Product has been reviewed.
9. Our Repairs Team will provide a full assessment in a period of approximately 2 to 3 weeks following receipt of the Repair Order Form (this may take longer in busy periods) after which you will be contacted with a personalised quote confirming any applicable repair costs and an estimated timescale for our Lifetime Services Centre to complete your repair.
10. There are different pricings and options as follows:
11.1 If there is a manufacturing fault in the Product within 12 months of the original purchase date (a receipt may be required by Mulberry as proof of purchase) you are entitled to a repair free of charge, an exchange for the same Product, or an exchange for a different Product with the same or higher price, but if you select a Product of higher price you must pay the difference in price to us. This does not affect your statutory rights;
11.2 If there is a possible manufacturing fault within 12 months of the original purchase date, the Product will be referred to the Mulberry Quality Team to assess and determine at their sole discretion, and the conclusions will be shared with you;
11.3 If there is a possible manufacturing fault more than 12 months after the original purchase date, you will be required to prove there was a fault in the Product at the time it was manufactured to be entitled to a repair free of charge, an exchange for the same Product, or an exchange for a different Product with same or higher price (if you select a Product of higher price you must pay the difference in price to us);
11.4 If there is no manufacturing fault in the Product but damage has been caused by normal wear and tear, inappropriate use or an accident, there is a pricing structure set out in the Repair Order Form available online (https://www.mulberry.com/gb/customer-services/care-and-repairs/get-a-quote), from Mulberry Customer Care or by our Experience Experts in store. Mulberry will provide you with a quote for the repairs after the relevant Repair Order Form has been completed online, in a Mulberry store or by Customer Care. Mulberry reserves the right to change the prices of Repair Services at any time. Any change in pricing will not affect repairs that have already accepted.
12. An estimate of the price of the Repair Service will be provided to you in writing and by email.
13. We may not charge for Repair Services completed in excess of the quote provided without your prior consent.
14. Unless stated otherwise, all prices are inclusive of VAT.
Payment
15. For in-store repair orders, payment for the estimate of the Service will be taken in store where possible. The estimate price of the repair is subject to change. However, if an assessment or quote is required by the Repairs Team, payment will be required on acceptance of the quote.
16. For a Product order that has been sent for assessment or quote to the Repair Team, the customer may pay for the Service via Baccs following the invoice.
17. If available, the customer may pay for the Service via Pay By Link following receipt of the invoice.
Counterfeit or Cancellation
18. If the repair is counterfeit or in our opinion not capable of repair, the Repair Service will be cancelled, returned, and any payment refunded.
19. In the event of a Mulberry cancellation, you will be notified, the relevant Product will be sent back to the relevant store or home address that the Repair Service order originated from and if applicable, any relevant payment will be refunded to the original payment method.
Repair Services Timescale
20. You will be informed by email of an estimated Repair Service timescale following the Products initial assessment by the Repair Team. All timescales quoted are working weeks.
21. The repair timescale will begin from the point you provide confirmation to proceed.
22. We will aim to complete the Services within this timescale that has been communicated to you.
23. We receive a large number of Products to repair and our Repair Team invest considerable time to ensure each repair is completed to the Mulberry quality standard.
24. The time required to complete the Repair Services can vary due to the type of Service required, capacity of the Repair Team and various other factors. For the avoidance of doubt, the Repair Service timescale may be longer than that provided in the estimate in the event of unexpected complexity in the repair.
Collection and Delivery
25. We will notify you by your preferred contact method once the Repair Service is complete and your repaired Product is ready for delivery or collection.
26. If the Repair Service has been processed online:
27.1 We shall deliver the Product to the address you provided on the Repairs Form.
27.2 The Repair Service will be deemed to be complete and accepted on delivery of the repaired Product to the address you provided on the Repairs Form.
28. If the repair has been processed from a Mulberry store:
28.1 Your repaired Product will be returned to the Mulberry store from which you ordered the repair where you will be invited to collect the Product. Alternatively, with prior arrangement, we can arrange delivery to an address in the UK. Delivery is only available to a preferred address that is located within the UK. We do not have the ability to offer this service globally at this time for repairs ordered through a Mulberry store.
28.2 We ask that you collect your repaired Product within 14 calendar days of the store notification. To collect the repaired Product in store you will need to provide (1) the Repair Order Form or relevant e-receipt in digital or hard-copy and (2) the relevant proof of payment. The repaired Product will be deemed to have been accepted if the repair is not disputed with the Experience Expert on collection and the customer removes the Product from the Mulberry store.
28.3 We will not be liable for any Products lost or damaged that are not within our control. If the relevant Mulberry store closes or moves location during the Repair Service, a member of the Mulberry team will be in contact with you to discuss the delivery options for your repaired Product.
29. We will endeavour to provide an approximate delivery date, however we cannot be held liable for any delays in delivery.
30. We will not be liable for any Products lost or damaged that are not within our control. We are not responsible for any Customs issues, charges or delays.
31. Delivery charges may be due to us for Products returned to the Customer via a specified address or a Mulberry store, including in the event that no Services were actioned.
32. Due to storage constraints, Mulberry cannot be held liable for any damage, loss of Product or any other claim after three months from the date the repaired Product was delivered to the relevant store. We offer in good-will a maximum time-period of three months storage of the repaired Product. All items must be claimed within a maximum of three months from the date the repaired Product was delivered to store. Repaired Products that have not been collected from the relevant store after three months from the date that the repaired product was delivered to the store may be destroyed or returned to Mulberry’s distribution centre.
33. In the event full payment has not been received by us, we reserve the right to withhold delivery until this has been successfully received.
Repair Warranty
34. Our experienced Lifetime Service Centre will endeavour to repair the Product (where possible) to the best of their ability. However, there may be some variation in colour, surface, or other aspect of the Product.
35. For all Mulberry Repairs, we warrant that the Repair Services will be performed with reasonable skill and care.
36. We provide a Mulberry guarantee of the quality of workmanship and materials used in the Services for 12 months from the date upon which the repaired Product is delivered or collected.
37. You will notify us of any dissatisfaction or complaint when reviewing the Product in store with the Experience Expert or, in the event of an online repair, within 28 days of receiving or collecting the Product.
38. We will not be held liable for any fault or damage to the Product as a result of inappropriate use, including the use of inappropriate cleaning products.
39. We cannot guarantee the removal of stains. In some cases, it will not be possible to remove the stains. In this event, we will notify you and discuss other potential options such as re-colouring the item.
Cancellation
40. By providing confirmation to proceed with the Repair Service, you acknowledge that you will not be able to cancel the Service thereafter.
Data Protection
41. It is necessary for Mulberry to collect, process and use personal data to conduct this repair.
42. For further information on your privacy rights please visit www.mulberry.com/privacy-policy.
Changes
43. Mulberry reserves the right to vary these Repair Terms and Conditions at any time, subject to any applicable law or regulation. Any change will not affect repairs that have already begun.
Refunds
Where you have returned goods to us in accordance with the Returns Policy or as otherwise allowed under these Terms of Sale, you will receive a full refund of the price you paid for the goods, not including any delivery charges (except where you are returning goods that are faulty or not as described).
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.
Liability
If we breach the Contract, we shall only be liable for losses which are a reasonably foreseeable consequence of such a breach. Losses are foreseeable where they could be contemplated by you and us at the time of entering into the Contract.
We are not responsible for:
(a) losses not caused by our breach;
(b) indirect losses which are a side effect of the main loss or damage and which are not reasonably foreseeable by you and us at the time of entering into the Contract, for example loss of profits or loss of opportunity; and/or
(c) failure to provide the goods or to meet any of our obligations under the Contract where such failure is due to events beyond our control.
Our aggregate liability to you in connection with each Contract shall not exceed the value of the goods ordered by you under that Contract.
Nothing in these terms seeks to exclude or limit our liability for death or personal injury caused by our negligence, fraud or any other liability which cannot by law be validly excluded or limited.
If you breach the Contract and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach the Contract. If any part of the Contract is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.
We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under the Contract. Each Contract is personal to you and you may only transfer your rights or your obligations under a Contract to another person if we agree in writing. A Contract is not intended to give rights to anyone except you and us.
We will do our best to resolve any disputes over each Contract. If you wish to take legal actions against us, you must do so in accordance with the Disputes/Arbitration/Governing Law provision in our Terms and Conditions of Website Use.
Mulberry reserves the right to amend these Terms & Conditions from time to time where we consider it reasonable and necessary to do so; an up to date version can be found on our website.