Return and refund policy

Returns
You can request a free return for goods you have purchased on www.walaky.com up to 14 days after receiving your order for all goods.
All returns must be in perfect condition, and come with their original packaging:
We are unable to accept returns on items that are scratched, damaged, or that are not returned in their undamaged original packaging. Unfortunately, in these situations, the items will be returned to you, and at your own cost.

To request a return, please follow the following steps:

  • Contact us, preferably by email via contact@walaky.com, with the request for a return
  • Within one business day, you will receive an email with the return label
  • Add the label to the package and Send the item with the original packaging.
  • You must request the returns collection within 14 days of requesting a return.

After receiving the packaging, you will receive money back within ten business days. Only when requirements of the return policy are met

Arranging a free returns collection
Once you have successfully requested a return, you can send your items back to us using our free collections service within 14 days of requesting a return.
Details on how to arrange your collection will be provided in your returns confirmation email.

  • Returns collections must be from the same country that your order was delivered to.
  • Repack your items with all the packaging you received with them, and fill in and detach the returns section of the order summary form you received with your order.

Once the package is sent, the return package should arrive within 2-6 working days.  We will let you know once we have received your return and processed your refund.

Refunds
When we receive and accept your return, we will refund via the order original payment method. You will receive a return confirmation email.
Refunds will usually show on your records within three business days of being processed. However, the speed of this processing is beyond Walaky’s control, and unfortunately, some card issuers may take up to 10 days to reallocate your funds.
If your order was delivered to a country within the EU, then you will be refunded all sales taxes that were included in your outbound order. If your order was delivered to a country outside of the EU and you incurred local customs duties, you will need to contact your local customs authority directly to claim these duty charges back.

Canceling an order
Customers within the EU have the right to cancel the contract for purchase with Walaky at any time by the end of the fourteenth day of the day after the day on which the customer receives or collects the goods (this is also called the ‘cooling off period’).
To cancel your contract within the cooling off period, you must notify us in writing by email. Please then repackage the relevant goods securely and send them to us, by the end of the fourteenth day after the day on which you canceled your contract. All returns must be in perfect condition and with their original packaging. Follow the policy of return.

Exchanges
If you wish to exchange an item, you will need to return the item you no longer wish to keep and place a new order.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@walaky.com.

Gifts
If the item were marked as a gift when purchased and shipped directly to you, you’d receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and he will find out about your return.

Walaky guarantee
Walaky takes great pride in the design and craftsmanship of all its products. We seek to use only the finest materials and the highest manufacturing standards. We strive to make sure every item we sell is perfect.
In the unlikely event that a Mulberry product does not match up to our high standards, we will try our hardest to address the problem. Our leather bags, and accessories a 12-month guarantee. If within this period you find fault with your product, we offer a repair or replacement service at no extra cost to you.
If you find an issue with your product within the guarantee period, please see our Repairs section or contact Customer Services who will be able to advise you.