My experience with Mulberry customer service was brilliant. They kept me up to date with what was going on via email, swapped the bag with no questions and it arrived the day after they received my return. The bag came in a gorgeous box (which i have no room for, but hey!) with a nice card thanking me for my purchase. I even had enough left over for a little enamel choco bayswater keyring!! The general consensus here...Fantastic bag!! I love it!! I am so happy. There is a reason Mulberry is my favourite bag designer.