Poor customer service ever! I bought a Mulberry bag from the Birmingham store while travelling and then I changed my mind and decided to return the bag (everything in original package) but because I live in Cardiff too far to travel back to return in store however, I found from their web that you can post it back to Birmingham store for return. Unfortunately I forgot to pack the receipt and covering letter in the package and realised it only after I posted it. I called Selfridges customer service immediately with all information (receipt number, Royal Mail tracking number and the parcel was delivered on that day and signed by them) on the 8th of September. However, every time I called them, they said they don't know how to get hold of the Birmingham store and they are mainly dealing with online orders. 16 days late after 4-5 phone calls and countless holding times (waiting for them to connect me to the store) nothing has happened. They still ask me to wait and they are not sure if the store has got their inquiry or not. They don't have any alternative way/number for me to contact. (they provided me a number for the Birmingham info desk but the number is not recognised) The whole experience has been very frustrating and I have never expected to experience such messy customer service system management with such privileged company. I would seriously consider again to purchase from them. Obviously, big name is not a promise.