I purchased a bag online from Mulberry direct on their official website UK,but I need to return it because the cross body strap is too short if you are taller than 5'5" (a common complaint from Mulberry customers so please listen and make them 10cm longer). In order to do a return you have to create an account,in order to create an account you put in your details and Mulberry are supposed to send you an activation email which you open and this apparently activates the account so you can start a return. Except they never send the email ? so you can't open an account so can't return anything because there is no paperwork regarding returns in your parcel and no other way of doing it other than instore but all stores are closed and I live 200 miles from the nearest store anyway. They suggest (as if they are expecting this to happen?) that you call a customer service number but they do not answer it just rings out.I have been trying for 5 days solid it just rings out nobody answers so I still cannot return my item .So in desperation I have called Mulberry on their ordering line to seek help (they answer this immediately if you are ordering it's easy to get through) but say they cannot help I have to ring customer services..but they don't answer is anyone actually there ? They take my number 6 times now promise someone will call back but obviouisly nobody does. I try calling head office in desperation but it diverts to the same customer service line that nobody answers. This is utterly appalling none existent customer service from a high end luxury brand,I literally cannot return my item because they have created a ridiculous and difficult returns system that doesn't work ? It just doesn't work. Fuming hopping mad and really, really surprised and shocked at this from Mulberry it's disgusting.I will have to try to sell the bag on ebay I suppose at a loss I have no other choice. Never ever will buy again online ever . AVOID AVOID AVOID. User's recommendation: Do not buy online you cannot return anything.