Returns and Exchanges | Mulberry

Returns

You can request a free return for goods you have purchased on Mulberry.com up to 30 days after receiving your order for all full priced goods, or 14 days after for sale items.

All returns must be in perfect condition, and come with their original packaging:

• We are unable to accept returns on items that are scratched, damaged (which includes the soles of shoes), or that are not returned in their undamaged original packaging. Unfortunately, in these situations, the items will be returned to you, and at your own cost.
• Shoes: while you are trying for size and fit, please wear them on carpeted surfaces to ensure there is no damage or marking to the soles. We require that you return the shoes with their box and make sure that these are then placed in structured and protective packaging so as not to damage the box.
• Womenswear must be returned in perfect condition and the swing tags must still be attached.
• Earrings are not returnable or refundable for hygiene reasons.
• Face coverings are not returnable or refundable for hygiene reasons.
• Stickers cannot be returned after the backing has been peeled off.
• Socks are returnable as long as they are unused with labels and packaging intact.
• Products cannot be returned after a Sticker has been applied to them. This includes if you have changed your mind as regards your purchase or during the 14 days following an order online. Gifts which have a Sticker applied to them cannot be returned. Your right to return the product ends once the Sticker has been applied (this does not affect your statutory rights).
• Once Monogramming has been applied to the product, the product cannot be returned; this includes if the Customer changes their mind following purchase, or if the item is received as an unwanted gift. If the customer choses to cancel the contract which includes Monogramming within 14 days, payment will still be taken for the purchase if the Monogramming has been undertaken No return, refund or credit is possible. Please ensure you are certain you wish to place the order and enter into the contract before choosing Monogramming. This does not affect the Customer’s statutory rights.

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.

Cancelling an order

Customers within the EU have the right to cancel the contract for purchase with Mulberry at any time by the end of the fourteenth day of the day after the day on which the customer receives or collects the goods (this is also called the 'cooling off period').

To cancel your contract within the cooling off period, you must notify us in writing by email or post before the expiry of the cooling off period. Please then repackage the relevant goods securely and send them to us, or return the goods to us in store, by the end of the fourteenth day after the day on which you cancelled your contract. All returns must be in perfect condition and with their original packaging.

Please note that you will have to take responsibility for the costs of returning the items to us, unless that is, we delivered the item to you in error, or, if the item is found to be damaged or defective. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost.

If we receive notice of your cancellation of the order within the cooling off period, we will refund the purchase price for that item together with the item's normal postage charge.

Cancellation outside of the cooling off period

If you wish to cancel the contract of purchase after the expiry of the cooling off period or you are not a customer within the EU, this will be dealt with as a Return.

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.

Mulberry guarantee (Care Policy)

We take great pride in the design and craftsmanship of all our products. We seek to use only the finest materials and the highest manufacturing standards. We strive to make sure every item we sell is perfect.

In the unlikely event that a Mulberry product does not match up to our high standards, we will try our hardest to address the issue.

In the event that a defect in materials or workmanship is found in your product within twelve months of purchase (6 months for items from our pre-loved offering), you can return it with proof of purchase to a Mulberry store (if purchased from a department store, please return it to them) and we will send it to be repaired or, at Mulberry’s discretion, replaced if it cannot be easily fixed. Alternatively, you can download a repairs form and instructions from Mulberry.com. This does not affect your statutory rights.

If the damage is due to normal wear and tear (as laid out in the care card), inappropriate use or simply an accident, it will not be covered under our repairs policy. However, our repairs department will be pleased to provide a quote for the cost if a repair is possible. Damage due to mishandling by airlines or airports should be reported to the relevant authority before leaving the terminal, as they may be liable for the replacement costs. Such damage is not covered by our repairs policy although we are happy to provide a quote for the cost of a repair if this is possible.