Refunds & Returns
Your rights as a consumer in Europe
Your 14-day right of withdrawal
If you are a consumer in the EU, the Consumer Rights Directive 2011/83/EU gives you the right to withdraw from your order within 14 days, for any reason. The 14 days are counted from the day you receive the goods. To withdraw, email us at theteam@mulberrysilk.eu.com with your order number before that period ends. You then have a further 14 days to send the goods back, and we will send you return instructions.
You may handle and inspect a product as you would in a shop. If it has been used beyond that, we may reduce the refund to reflect the loss in value. Please send the product back in its original packaging where you can.
We refund the price you paid, including standard delivery, within 14 days of receiving the goods back (or proof that you have sent them). You pay the direct cost of returning the goods unless we agree otherwise or the item is faulty.
Faulty or incorrect items
If your product arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you. The two-year legal guarantee of conformity under Directive (EU) 2019/771 applies to everything we sell. Nothing on this page limits those rights. We cover return costs for faulty items.
How to return
Email us with your order number and we will send you simple return instructions. Once the product is back with us and checked, we process your refund.
Refund timing
Refunds go back to your original payment method, within the 14 days set out above.