Frequently Asked Questions
What should I do before I order?
Before an order is placed we strongly encourage all of our customers to make all the relevant measurements as some products are larger or smaller than they appear. So get your tape measure out and get measuring, we’d hate for you to order something you love and it not be perfect!
What happens after I place an order?
Once an order is placed you will receive an automated email sent to the email address provided confirming your order (Check spam mail). Your order goes into processing and you are next contacted when your order has been dispatched and you will also be provided with tracking information within the notification email.
How much is delivery?
Can I view your products in the store?
Although we have a retail store, it is relatively small in comparison to the amount of stock we hold on our site. Meaning the vast majority of products for sale are not available to view in store, so we urge you to please contact us prior to your visit if you wish to view a particular item.
How do I order and pay for items?
The most typically used method for purchase is through our website checkout process, allowing customers to purchase with either credit/debit card or PayPal transaction. We also accept orders and payments over the phone.
I haven’t received an order confirmation?
When purchasing online an automatic email confirmation is sent to the email address provided on the purchase, sometimes there are issues between different email providers which means this email could be flagged as junk/spam mail. Please check these, but if the email is still absent, contact us and we will resend the confirmation. If ordering over the phone we will contact you personally with the confirmation via email (This can take up to 48 hours).
How long is your delivery process?
Many of our items are usually delivered within 7 working days to a UK mainland address, but we do allow ourselves 10 working days (specified in our T’s & C’s). Some products are hand finished or made to order so extended delivery times e.g Up to 4 weeks are specified in the description of those items.
How will my item/s be delivered?
Most of the products we provide are delivered via carrier e.g Parcel Force, MyHermes (Signed for). With regards to larger items we sometimes hand deliver them via our own delivery service, but this all depends on the delivery address and the type of item etc (This service is decided upon at our own discretion).
Can I collect my order?
If you wish to collect your purchase rather than it be delivered this is no problem at all, please contact us to confirm these are your wishes after your purchase and we will reimburse you the postage costs. Please note that a collection can only be made through appointment only.
My item has arrived damaged, what happens now?
Although we try to thoroughly inspect all items before they leave our shipping facility, the sheer volume of items we send means on very rare occasions sometimes defects or damages can be missed. Occasionally items can be damaged in transit to the delivery address, please note ALL issues must be notified to us within 48 hours of receipt of the delivery.
Please provide us with a detailed description of the damage or photographic evidence if possible. Our first step will be to replace the damaged goods/parts if possible. If a replacement is unavailable we will issue a full refund after receiving the damaged item/s back from you (refund will include postage costs).
Can I cancel an item before it’s delivered?
All items can be cancelled within 24 hours of purchase, contact us via email or over the phone to confirm the cancellation. After this there is a possibility your item will have been dispatched and once it is delivered and returned there will be a 25% re-stocking fee charge (Specified in T’s & C’s).
Can I return my item/s?
If unfortunately, you do not love your purchase and wish to return it this is not a problem. Please read our terms and conditions for more information with regards to returns.
We must be made aware of all returns before receiving the returned goods, please be aware it is the customer’s responsibility to check the relevant specifications i.e whether the picture will fit in the desired space etc as all dimensions are listed in the item description.
Are there some items which are non-returnable?
Yes, there are, our bespoke and hand finished pieces which are made to order are non-returnable. These items will be specified in the description so please check thoroughly before purchasing.
When should I expect my refund?
Refunds will be processed as quickly as possible but could take up to 10 working days. Please contact us if you refund has not arrived within this time frame.
Do you deliver Internationally?
Mulberry Moon Ltd does deliver outside the UK, however, please contact us to specify which item/s (provide exact item/s title) you are interested in and the delivery location so we can give an accurate quote with regards to additional shipping costs.
Can I return ‘SECONDS/EX-DISPLAY’ products?
Seconds and Ex-display items are none returnable/refundable as all the relevant information is stated within the descriptions as well as being hugely discounted.