Postage & Delivery UK only:
02/11/2020: DISPATCH AND DELIVERY OF MOST PRODUCTS PURCHASED PRIOR TO 02/11/2020 WILL E DELIVERED WITHOUT ISSUE. ANY PRODUCT WHICH IS ON EXTENDED DELIVERY AS PER ITS LISTING MAY BE AFFECTED WITH THE LATEST GOVERNMENT LOCKDOWN ANNOUNCEMENT AS WILL ANY ORDERS PLACED FROM 02/11/2020 UNTIL WE CLARIFY OUR POSITION WITH OUR SUPPLIERS.
25/09/2020: DISPATCH AND DELIVERY IS STILL TAKING LONGER THAN EXPECTED.
23/09/2020 : ADDITIONAL LOCKDOWN MEASURES HAVE NOW BEEN ENFORCED WE WILL CONTINUE TO OPERATE TO THE BEST OF OUR ABILITY WORKING ALONGSIDE OUR SUPPLIERS.
19/09/2020 : WE HAVE RETURNED FROM OUR SHORT BREAK AND ARE NOW DEALING WITH ANY OUTSTANDING ORDERS AND REQUESTS.
10/09/2020 : AS PER OUR WEBSITE FRONT PAGE BANNER WE ARE CURRENTLY TAKING A SHORT BREAK. ANY ORDERS PLACED BETWEEN THE 10/09/2020 & 17/09/2020 WILL NOT BEGIN PROCESSING UNTIL 18/09/2020. THANKS FOR YOUR PATIENCE.
CURRENT DISPATCH AND DELIVERY INFORMATION REF: COVID-19
UPDATE: 05/08/2020:- OUR WORKFORCE IS STILL NOT UP TO CAPACITY SO WE ARE STILL EXPERIENCING LONGER DISPATCH AND DELIVERY TIMES. YOUR PATIENCE IS GREATLY APPRECIATED.
UPDATE: 13/07/2020:- WE ARE STILL OPERATING WITH A REDUCED WORKFORCE BUT ARE CONSISTENTLY TRYING TO GET PEOPLE BACK INTO WORK WHERE SAFE TO DO SO. IT HAS ALSO COME TO OUR ATTENTION THAT THERE IS A SIGNIFICANT ISSUE WITH EMAILS FROM CERTAIN BTINTERNET.COM ADDRESSES WHICH IS SOMETHING WE HAVE NO CONTROL OVER WE ARE NOT SURE THIS IS SOMETHING WE CAN ADDRESS AS IT IS RELATED TO AN UPDATE THEY ISSUED TO ALL THERE ACCOUNT HOLDERS.
UPDATE: 11/06/2020:- WE ARE CURRENTLY STILL OPERATING WITH A REDUCED WORKFORCE AND LIMITED WEEKLY STOCK DELIVERIES FROM OUR SUPPLIERS WHICH IS STILL RESULTING IN DISPATCH DELAYS BUT WE ARE WORKING AS FAST AS WE CAN TO RETURN THINGS TO NORMAL, OR AT LEAST THE NEW NORMAL! YOUR PATIENCE IS APPRECIATED AT THIS TIME.
UPDATE: 16/05/2020:- OUR PHONE LINES ARE STILL OFF BUT WE ARE STILL CONTACTABLE VIA EMAIL AND HAVE ACCESS TO OUR OFFICE ON TUESDAY AND FRIDAY FOR 1 HOUR EACH TIME. SO PLEASE ACCEPT OUR APOLOGIES IF YOU FEEL WE ARE RESPONDING SLOWLY THIS IS NOT A DELIBERATE ACT. WE ARE STILL ONLY DISPATCHING SLOWLY AT THE MOMENT DUE TO ONLY RECEIVING STOCK DELIVERIES FROM OUR SUPPLIERS ONCE A WEEK AND THE FACT WE ARE ONLY OPERATING AT 20% OF OUR REGULAR WORKFORCE. YOUR SUPPORT AND PATIENCE IS VERY MUCH APPRECIATED.
UPDATE: 27/04/2020 :- WE ARE BEGINNING TO DISPATCH HOME WARE ORDERS FROM 01/05/2020 THIS IS STILL A SLOW PROCESS DUE TO OUR REDUCED STAFFING LEVELS DUE TO THE CURRENT CONTINUING SITUATION. AS SOON AS ORDERS ARE DISPATCHED THE TRACKING WILL BE UPLOADED AND EMAILED TO THE EMAIL ADDRESS OF THE RECIPIENT AS NORMAL.
UPDATE: 14/04/2020 :- THE ONLY ORDERS WE ARE ABLE TO CURRENTLY PROCESS ARE CLOTHING ORDERS WHICH ARE BEING DISPATCHED TWICE A WEEK VIA ROYAL MAIL.
UPDATE: 24/03/2020 :- NO ORDERS WILL BE PROCESSED UNTIL FURTHER NOTICE any orders placed from this point we will assume that you wish to pre-order the product for shipment when the COVID-19 situation stabilizes.
Due to the current situation, 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. As we use external carriers to service our shipping requirements we are also reliant on the limitations they place on their service for us. As a result, we will be suspending service guarantees from 18 March 2020 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.
Please accept our sincerest apologies as we DO NOT offer NEXT DAY or WEEKEND delivery as an option.
- Standard delivery 6-10 working days £2.99
– Standard delivery 6 -10 working days – £5.95 (unless specified in the listing)
– Outside UK mainland postcodes (AB, DD, FK, IV, KW, KY, PA, PH, DG, TD, TR, ML, EH) – £12.95
– London Congestion Zone postcodes – £12.95
– UK Standard Furniture Delivery – £9.95
– Outside UK mainland postcodes (above) – £18.95
– London Congestion zone – £24.95
International Purchases: Please contact us first for shipping costs.
UK Mainland deliveries for Bulk orders on larger items will be quoted additional shipping costs. Contact us to enquire.
We do aim to deliver your item within 10 business days depending on how busy we are (unless the listing states otherwise). We take the utmost care in packaging your item, ultimately there are odd occasions where problems with Couriers can result in items arriving damaged. We are happy to replace your item but we will require from yourself proof of damage (photographs including the packaging which it arrived in).
PLEASE NOTE THAT ALL ITEMS MARKED AS DISPATCHED WILL GENERATE AN EMAIL TO THE RECIPIENT CONTAINING THERE TRACKING INFORMATION SO IT IS ESSENTIAL THAT YOU PROVIDE YOUR CORRECT EMAIL ADDRESS. IF YOU EXPERIENCE ISSUES REGARDING YOUR DELIVERY PLEASE CHECK THE TRACKING INFORMATION PRIOR TO CONTACTING OURSELVES AS WE ONLY HAVE THE SAME ACCESS TO INFORMATION AS YOU THE CUSTOMER OUTSIDE OF NORMAL WORKING HOURS.
Delivery for most items will be via Courier. This may take up to 10 business days for them to deliver your item, but please allow 5 additional days before contacting us to report your item is missing. Please provide us with a telephone number so the courier company can contact you regarding a delivery if necessary. Should you not be available upon delivery then they will leave a card with instructions regarding this item. We will not be held responsible for any item left unattended or which goes missing via the courier.
All goods must be checked thoroughly for damage or faults within 48 hours of receipt of the product/s, and reported to us via email with accompanying photographs of the fault/damaged area along with images of the damaged packaging. We reserve the right to replace the item with an identical piece unless the product is no longer available. Any issues NOT reported within 48 hours of receipt will be deemed as the end users responsibility and Mulberry Moon Limited will not be liable to refund or replace. Any deliveries which are requested to be left in a safe place by request of the purchaser in the event they are not present at the time of delivery to accept the delivery will not be considered for any damage/not received claim by the end user.
International Purchase’s do not fall into the 10 working day delivery schedule or the UK dispatch terms, please be aware delivery can be much longer. Also, any customs issues and charges are the sole responsibility of the purchaser.
We will only be responsible for issues/damages on products which are delivered to the shipping address which we are instructed to ship to, according to our order instruction, ie the shipping address provided on the order form or any address which we are instructed to ship to by any subsequent communication which will supersede any address forwarded after the order is placed and prior to dispatch. 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 there facility.
Our returns policy means you can return anything to us in unused condition complete with its original tags and its original packaging within 28 days.
We promise to initiate your refund within 5 working days of the item arriving back with us if you are returning it because of our mistake, (we do try our utmost to get it right first time as we all know no one’s perfect, but we do our best). We will, of course, refund or replace the goods at no extra charge as soon as possible.
As we strive to give our customers as much information about our products as possible in both image and script format. We reserve the right to charge a 25% restocking fee when customers wish to return undamaged items to us for any reason e.g. I don’t like it, The item is too small/too large or, it is not the correct colour we assumed it was, or this shade, found it cheaper elsewhere etc, and in instances such as these the return shipping and associated costs are the customers responsibility.
Any items returned to us (Mulberry Moon) that arrive damaged by the return carrier instructed/authorised by the customer, remain the responsibility of the customer/return sender and will not be refunded. It remains the customer’s responsibility to action a claim for losses against the carrier they have instructed. We will provide as much information and evidence to assist in their claim where possible.