I ordered something online and not too many days later I got an email from their courier partner that my order would be delivered in 2 working days. Super quick. Great!The order doesn’t arrive. I check the status of the parcel and it’s at a distribution centre or airport or something (I don’t remember). I keep checking everyday for a week and a half and the parcel is at the same place. It hasn’t move. I don’t get any other emails/updates from them (Mulberry) or their courier partner so I reach out and explain to them the situation. They say because it Christmas season my parcel is going to take longer than usual to arrive. Okay, fine.I wait a few more days and still nothing. Same status for the parcel. So I reach out again and ask for a refund since my parcel seems like it’s stuck/lost in the system. They said they can stop the parcel, request for it to be returned and only once it gets back to them, then they will proceed with my refund. I told them to request their parcel back and issue me my refund once they’ve done so not wait till the parcel gets back to them. Why should I have to wait for them to get it back? It’s not my responsibility. It’s their courier partner’s which they’ve made a contract with to take care of their parcels. If the courier company loses it, then the courier company has to compensate Mulberry. I have nothing to do with the journey of the parcel.They refuse to issue me a refund immediately so I dispute the transaction with my bank. I placed my order on 13th December 2024 and, 61 days later, I got my money back.It’s a lose-lose situation, I had to waste my time gathering evidence for my bank (emails etc) and write this review. Mulberry had to waste time disputing this on their end, which failed, and now they have a bad review. You could have avoided all of this by either helping my order reach me (which you never did or offer to do) or just sending me my refund immediately since your courier partner’s lost it.
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For more than forty years, Mulberry has been a leading British lifestyle brand, internationally acclaimed for our quality and design. Mulberry’s handbags - the Bayswater and the Alexa - have become contemporary classics, iconic examples of British design and manufacturing expertise.
