Delivery & Returns Policy

COVID-19 Updates:

05/01/2021: WE ARE NOW OPEN ONLINE AGAIN BUT OPERATING WITH REDUCED SKELETON STAFF

Due to the LATEST COVID-19 NATIONAL LOCKDOWN, there are significant impacts on our ability to maintain all our usual service levels. Our first priority is the health and well being of our staff which is impacting the way in which our business is currently operating.

We will continue offering our products and shipping products where possible for our customers, but there may be disruptions to dispatch and delivery within our usual Terms and Conditions considering the current situation.

Unfortunately with external factors out of our control such as our external delivery and courier partners, we are reliant on the limitations and additional delays they place on their service for us.

As a result, we will be suspending service guarantees from 05/01/2021 but will seek to ensure ‘all reasonable endeavours’ to maintain service levels where we can. Any additional issues which arise will be dealt with at the earliest possible opportunity on a case by case basis.

Delivery Prices

We can deliver most items to anywhere in the world. Our delivery prices are below.

Within the UK

For Clothing items we offer:

  • Clothing Standard delivery (6-10 working days) – £2.99
  • Footwear Standard delivery (6-10 working days) – £3.99

For Home & Garden we offer:

– Standard mainland delivery (6 -10 working days) – £5.99 (unless specified in the listing)
– Free standard delivery (6-10 working days) when spending at least £250 (excluding Furniture & larger items)
– Outside mainland delivery (for postcodes beginning with AB, DD, FK, IV, KW, KY, PA, PH, DG, TD, TR, ML, EH) – £12.99
– London Congestion Zone delivery (for postcodes beginning with WC, SE1, EC) – £12.99

For Furniture & larger items we offer:
– UK Standard Furniture Delivery – £12.99
– Outside UK mainland postcodes (above) – £21.99
– London Congestion zone – £24.99

If you are placing an bulk order with larger items, an additional surcharge may apply. Please contact us here for a delivery quote.

For Northern Ireland & the Channel Islands, please contact us here for a delivery quote.

Unfortunately we DO NOT offer NEXT DAY or WEEKEND delivery as an option.

International (outside the UK)

For deliveries outside of the UK, please contact us here for a delivery quote.

Delivery Policy

Our target

We aim to deliver your item within 10 business days.

However for larger items and when our product on the website states otherwise, delivery can take longer due to our delivery partners.

Dispatch & Tracking Info

Once an item has been dispatched, you will receive an automated email with your tracking number and information. It is essential that you provide the CORRECT email address at the point of sale. Make sure you CHECK YOUR JUNK EMAIL too in case those pesky spam filters have caught your important email!

We highly recommend checking the tracking information BEFORE contacting us. Our delivery and courier partners will only provide the same information that is provided in the tracking system outside of normal working hours.

If your item has not been delivered within 10 working days, our delivery and courier partners require you to wait a further 5 additional days before contacting us to report your item is missing. If you contact us before this period, we cannot do anything if you have not waited this period.

Please provide us with the correct telephone number so our delivery and courier partners can contact you regarding your delivery if necessary.

Should you not be available upon an attempted delivery, our delivery and courier partners will leave a card with instructions regarding your delivery

We will not be held responsible for any item left unattended or which goes missing via our delivery and courier partners.

International (outside the UK) Purchases do not fall into the 10 working day delivery schedule or the UK dispatch terms, please be aware delivery may be much longer. Also we will not be held responsible for any potential local customs issues and/or any further local custom charges which may be applied at point of entry to any destination. All additional local customs charges are the sole responsibility of the purchaser.

Damage on Arrival

All goods received must be thoroughly checked for damage or faults and reported to us within 48 hours of receipt of your delivery.

Whilst we take the utmost care in packaging your item, there may be some occasions where accidents happen on the journey with our delivery and courier partners.

If you receive a damaged item, we will happily replace your item (if available) but we require you to send us proof of damage by email. We require photographs of the item showing the fault/damaged area along with photos of the packaging which it arrived in.

Any issues NOT reported within 48 hours of receipt will be deemed as the end users responsibility and Mulberry Moon will not be liable to refund or exchange.

Any deliveries which have been requested by the customer to be left in a safe place will not be considered for any damage or not received claim by the customer.

Providing the correct shipping address is the customer’s responsibility at the time of purchase.

We will only be responsible for issues and/or damages on products which are delivered to the shipping address provided at the point of purchase by the customer in the shipping address order form. Please contact us if there has been a mistake as soon as possible.

If the shipping address cannot be changed for whatever reason (even if it is before it has been marked as dispatched on the website), we will not be responsible for any missing or damage claims.

Any products we ship to a redistribution centre, which will then be forwarded on to a different address will no longer be our responsibility once delivered to the redistribution centre unless in the event of potential damage that the redistribution centre provides images and documentation of the damage to the parcel as it arrives at their facility.

Returns Policy

We will accept the returning of a product to us as long as it is in an unused condition – complete with its original tags and its original packaging within 28 days.

Once we have received your returned item we will refund you within 5 working days.

If you are returning it because we’ve made a mistake with your order, we will happily refund or replace the goods at no extra charge as soon as possible.

If you are returning undamaged items for any other reason (such as “I don’t like it”, “I made a mistake”, “the item is too small/large”, “it’s not the colour I expected” or “found it cheaper elsewhere” etc…), we reserve the right to deduct a 25% restocking fee from your refund. You will not be refunded the initial delivery cost. Any return shipping and associated costs will be the customers responsibility.

Any items returned to us (Mulberry Moon) that arrive damaged by the return delivery/courier instructed/authorised by the customer, remain the responsibility of the customer/return sender and will not be refunded. We highly recommend using a trackable and insured delivery option.

It remains the customer’s responsibility to action a claim for losses against the delivery/courier they have instructed. We will provide as much information and evidence to assist in their claim where possible.