Frequently Asked Questions
Returns
What is your festive extended returns period?
Extended Returns Christmas 2024 - Full-price items purchased as a gift from Saturday 26th October 2024 can be returned until Sunday 12th January 2025.
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 where you will be taken to our returns portal.
Select the products you wish to return and the reason why from the drop-down list.
You can then select your preferred returns method and either arrange collection or print a label for your nearest drop-off point.
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 return my online order to a store?
Yes. You can return your online order to any of our Mulberry standalone stores. They will be able to process the return to our Somerset factory, just like you would do from home. Please note that concessions and wholesale stores cannot accept mulberry.com purchases.
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.
Shipping
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 customercare@mulberry.com 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 customercare@mulberry.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 customercare@mulberry.com 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.
Packaging
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 customercare@mulberry.com with your order number and requirements. Our team will despatch this as quickly as possible.
Stock Availability
Is a product I am looking for available in a store?
If you click on Collect In-Store and enter your postcode, you can see locations that may be near to you with stock of the item you are after, and the lead times for collecting this.
Gift Cards
I’ve lost my Gift Card, what do I do?
A Gift Card or Digital Gift Card is like cash. Lost, stolen, or destroyed Gift Cards or Digital Gift Cards cannot be replaced. Mulberry is not responsible for any fraudulent or misuse of the Gift Card or Digital Gift Card. Mulberry may request additional ID before a Gift Card can be redeemed.
My Gift Card has expired, what can I do?
Gift Cards and Digital Gift Cards will expire 24 months after the date of issue. After this time the card and its value will become invalid. Gift Cards cannot be extended or re-activated once the expiry date is reached.
My Gift Card has arrived, how can I return it?
Gift card orders are non-returnable. Refunds will not be given for the purchase of a Gift Card.
Repairs
Does Mulberry offer a warranty for new purchases?
Items purchased through Mulberry.com, one of our stores, or authorised stockists all have a 12-month guarantee from the date of purchase. Whilst a manufacturing fault is rare, this will cover any that may arise. The care card that came with your item will also outline this. After this time, our Lifetime Service Centre is available to you, however the repair work will be charged.
How will I know how long it will take?
When completing a repair return in store or via mulberry.com, you will be provided with a guideline of the timeframe. As each repair differs depending on the complexity, once your item has been assessed by our experts, an official confirmation of timeline will be provided in your quotation.
How do I return something?
If you are in the UK, you can return an item through any of our Mulberry standalone, outlet, or concession stores. You can also send your item directly to us. For more information about sending directly, please contact customerrepairs@mulberry.com. If you are outside of the UK, please contact us before sending an item, so we can guide you through the process.
Why are repairs chargeable?
We are continually developing and improving the quality and skill set within our Lifetime Service Centre department, as well as supporting the third parties that we work with. As part of our continued investment, we want to maintain the highest standards of manufacture, raw materials, and social responsibility. As such, we review our prices with material, labour, and shipping costs in mind when charging for any repair work we are carrying out. This is why repair work is chargeable.
Can I just get a component sent out?
In some instances, we can do this, but for others we cannot as specific artisanal work is required to ensure the correct component is used during the repair. If you have a question about a component, please contactcustomerrepairs@mulberry.com and we will be happy to advise we can send a part to you.
Is there a warranty on the repair work?
Yes. There is a 12-month warranty on any work that has been completed. Any additional work required outside of what has been repaired will remain chargeable.
How do I pay for my repair?
This will depend on how you have returned your item. If you have visited one of our Mulberry stores, our Experience Experts will be able to guide you through the payment process. If you have returned your item directly, the Lifetime Service Centre will ask for payment once the repair work has been completed and your item is ready to be despatched.
If I don't want to have my bag repaired, is there any other services you offer?
Yes. The Mulberry Exchange is a great alternative to having your item repaired. For more information about this service, please click here.
If I decide not to go ahead with the quote, what happens next?
If you don’t want to go ahead, we will be more than happy to return your item to you. This will either be directly via one of our chosen carriers, or to the store you originally visited for pick-up.
How will my item be returned once it has been repaired?
Once your item has been repaired, we will contact you for payment (if applicable). Your item will either be delivered directly to you using one of our chosen carriers, or back to the store you returned it through. From there you can decide if you want to visit to pick up, or arrange with the store team for a private delivery.
If I have any questions throughout the repair, who do I contact?
If you returned your item via one of our stores, your main point of contact will be your in-store Experience Expert. If you returned an item directly, our Customer Care team will be able to answer your questions. Our contact email is customerrepairs@mulberry.com