Mulberry launches omni-channel offerings

Luxury label Mulberry has launched a host of new customer experiences including collection in store, order in store,

and in-store web returns as its increases its omni-channel offering ahead of the festive season.

The ‘At Your Service’ initiative is part of its global strategy to unite its e-commerce and retail store teams to provide a “seamless” customer experience, with a vision to offer its customers an ‘Anywhere, Anyhow, Anytime’ experience to connect them with their items regardless of where they are or how they shop.

Online shoppers will be able to choose to either have their order delivered to an address or to collect their product in a Mulberry store. In addition, Mulberry store staff will be able to place online orders on behalf of the customer if the desired stock is not available, and any Mulberry.com orders can now also be returned via store as well as through its free returns collection service.

Charlotte O’Sullivan, Mulberry digital director, said: “We are delighted to be launching new services that reflect our commitment to putting the customer at the heart of our business. We believe that an omni-channel, customer-centric mindset is the key to the future of first-class customer experience.”

Additional services include free international returns, worldwide delivery, faster checkout for account holders, as well as an extended Christmas returns period and gift wrapping.