Frequently Asked Questions About Liberty London
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Our Frequently Asked Questions



Shopping at Liberty.co.uk

How do I make a purchase?
Do I need to set up an account to place an order?
What should I do if I forget my password?
How do I contact Customer Services?
Can I place my order by telephone?
What if the item I would like is listed as ‘out of stock’?
Can I add items to an existing order?
Which payment methods do you accept?
Is it safe to use my credit card on your website?

Delivery

Which countries do you ship to?
Do you ship to PO Box addresses?
Do you ship to multiple addresses?
How do I change currency?
Will I have to pay additional duties or taxes?
How long does delivery take and cost?


Your Order

How will my order be packaged?
Do I need to sign for my order?
How do I return or exchange an item?
How do I cancel my order?


Gift Coins and Gift Cards

Can I buy gift coins and cards online?
Can I redeem gift coins and cards online?
Can I return a Gift Coin or Card?


Our Services

Do you have seasonal sales?
Do you offer a repairs and alterations service?


Your Privacy

Is my personal information kept private?


Contact Us

Contact Us




Answers Appear Below



Shopping at Liberty.co.uk

How do I make a purchase?

Please use the main category navigations located at the top of the page to assist you through our online shop, or you can choose from SHOP BY DEPARTMENT. If you’re looking for a specific product or brand, you can use the SEARCH box.

Once you have found what you are looking for, select your size and quantity and click the ADD TO SHOPPING BAG button.


You can review your selected items in several ways. Use the SHOPPING BAG icon in the top right corner of the page by hovering your mouse over the word SHOPPING BAG and you will see a drop down list of what is in your bag. There is a link at the bottom of this drop down where you can click through to your SHOPPING BAG or proceed to checkout.

Alternatively, by clicking ‘VIEW YOUR SHOPPING BAG' which appears above the ADD TO SHOPPING BAG once you add an item. You can remove items from your shopping bag at any time during your visit.

Once you have decided what you would like to purchase, click on the ‘CHECKOUT’ icon to review your shopping list, then ‘PROCEED TO PURCHASE’ to complete your order.

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Do I need to set up an account to place an order?

Yes. Our account registration process is quick and easy, and forms part of the checkout process the first time you order. It will also enable you to save your billing and delivery addresses for future visits, making checkout quicker next time.

In addition to this, once registered you will be able to customise your experience with Liberty by updating your account details, tracking your order status, adding items to your wish list, adding new addresses or updating your email preferences.

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What should I do if I forget my password?

This isn't a problem. Simply enter your email in the ‘EXISTING CUSTOMER’ field, then click on the 'FORGOTTEN YOUR PASSWORD' link. We will request that you enter your email again and will send you a link which will enable you to enter a new password. If you continue to have difficulty, please contact our Customer Services team who will be happy to assist you.

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How do I contact Customer Services?

Our Customer Services team is available during store opening hours: Monday - Saturday 10am-8pm and Sunday 12pm-6pm. You can contact us in the following ways:

BY TELEPHONE: +44 (0)20 7734 1234

BY EMAIL:customerservices@liberty.co.uk We will aim to respond to your query within 24 hours of receipt.

BY POST: Please write to: Customer Services, Liberty Store, Regent Street London W1B 5AH

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Can I place my order by telephone?

Yes, our Customer Services team can assist you with a phone order. Please contact them Monday–Saturday 10am-8pm and Sunday 12pm-6pm on: +44 (0)20 7734 1234.

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What if the item I would like is listed as ‘out of stock’?

Any item shown as “Out of Stock” online may still be available in store.
Please contact our Customer Services team to check the availability in store.

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Can I add items to an existing order?

Unfortunately, it is not possible to combine orders or add items to an existing order.

If you would like additional items to arrive in the same delivery as an existing order, you will need to cancel your existing order then re-place the order with the additional items included

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Which payment methods do you accept?

We accept MasterCard, Visa, American Express, Delta, and Maestro credit and debit cards only.

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Is it safe to use my credit card on your website?

At Liberty, your personal online security is of the utmost importance to us. We use the latest SSL encryption technology to safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Datacash Ltd.

Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address registered with your credit card company.

For additional security and to give you more confidence when shopping online with us, we use Verified by Visa and MasterCard® SecureCode™. These services enhance security against unauthorised use of your credit or debit card when shopping with us. To find out more visit the MasterCard® SecureCode™ and Verified by Visa websites.

Once you have registered and created your own private password with your card issuer, you will be prompted automatically at the checkout to provide this password each time you make a purchase.

Please note, your Verified by Visa or MasterCard SecureCodeTM password is not your Liberty.co.uk account password. Liberty does not have access to your Verified by Visa and MasterCard® SecureCodeTM password.

If you prefer, you may place your order by telephone with our Customer Services team.

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Delivery

Which countries do you ship to?

The countries we are able to ship to can change, and are determined by the carriers we choose and the rules and regulations in force at any given time. We currently ship to 37 countries worldwide: Australia, Austria, Belgium, Bermuda, Bulgaria, Canada, China, Czech Republic, Denmark, Finland, France, Germany, Greece, Hong Kong, India, Ireland, Italy, Japan, Lithuania, Luxembourg, Malaysia, Mexico, Netherlands, New Zealand, Norway, Portugal, Russian Federation, Singapore, South Africa, Spain, Sweden, Switzerland, Taiwan, Ukraine, United Arab Emirates, South Korea, United States and the United Kingdom. This list is subject to change.

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Do you ship to PO Box addresses?

We are only able to deliver to Post Office boxes in the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates.

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Do you ship to multiple addresses?

Unfortunately, at this time you may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

For corporate orders, please contact Customer Services for assistance.

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How do I change currency?

Our site operates in UK currency only and all prices are shown in UK GBP.

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Will I have to pay additional duties or taxes?

All our product prices are in UK GBP, and include VAT.

If your destination is outside the EU, you are liable for all import duties, customs, and local sales taxes levied by the country you are shipping to; therefore payment will be required for customs to release your order. We recommend that you investigate potential charges before placing your order.

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How long does delivery take and cost?

The UK Standard Delivery charge is £5.95 to any city within mainland UK. All orders will be sent by DHL and will require a signature on receipt. We aim to dispatch within 1-2 working days.* 

Our standard delivery charge for International orders is £25.00. Please allow up to 3-5 working days for your order. Please note that this charge includes delivery only, therefore non-EU customers will be responsible for import duties and local taxes.

If you or someone on your behalf is not able to sign for the delivery, the carrier will leave a card for you to arrange re-delivery at a suitable time.

*Whilst we aim to dispatch within 1-2 days, on occasion at busier times such as Christmas and sale periods, this can increase to 2-3 days. 

We will always send you an email confirming the dispatch of your order.

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Your Order

How will my order be packaged?

Your order will be delivered to you in unmarked protective wrapping with an iconic Liberty bag. You also have the option of adding a personalised gift message at the checkout.


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Do I need to sign for my delivery?

Yes, we require proof of delivery for all orders. This is to ensure the safe arrival of your purchase. We will not authorise a parcel be delivered without a signature.

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How do I return or exchange an item?

If for any reason you are not entirely satisfied with your online purchase and wish to return it for a full refund*, please ensure that the goods are returned in perfect saleable condition, in their original packaging, with invoice as proof of purchase within 14 days of receipt to:

Returns at Liberty Online Clipper Logistics Baytree Lane Middleton Manchester M24 2EL

We will issue a full refund to the card used when placing the order, including any delivery charges. Please allow up to 10 working days for a full refund from the date we receive the goods. Please note: the cost of returning the goods and the safe return of goods is your responsibility until the order is received at our returns depot. We therefore suggest you return items using a recorded delivery service, and retain a proof of delivery for your records.

*Please note: items excluded from this policy are custom made or special orders; any clothing that has been altered; cut lengths of fabric; swimwear; underwear; hosiery; eveningwear (including shoes and bags); pierced earrings; hats; hair accessories; make-up; skincare; fragrance (including home fragrance); duvets and pillows; perishable or edible items such as flowers or chocolates. These items are non-refundable and cannot be exchanged. This does not affect your statutory rights.

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How do I cancel my order?

If you wish to cancel an order placed at Liberty.co.uk please return the confirmation email to us, stating your wish to cancel the order by email: customerservices@liberty.co.uk or phone our Customer Services team on +44 (0)20 4434 1234.

We are unable to cancel orders that have already been dispatched, and therefore request that you follow the return instructions included in the parcel.

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Gift Coins and Gift Cards

Can I buy gift coins and cards online?

Yes. Liberty offers two exclusive and luxurious options: Gift Coins and Gift Cards. Click here for further information.

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Can I redeem gift coins and cards online?

No, Gift Coins and Gift Cards. are currently for in store redemption only.

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Can I return a Gift Coin or Card?

Unfortunately, the Liberty Gift Coins and Cards are non-refundable and cannot be redeemed or exchanged for cash or vouchers.

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Our Services

Do you have seasonal sales?

Liberty does offer seasonal sales and occasional promotions. To ensure you are notified, we encourage you to subscribe to the Liberty Newsletter. Please note that Liberty cannot guarantee that an item will still be available for purchase late in the season.

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Do you offer a repairs and alterations service?

Liberty does offer a repairs and alternation service in store. Please contact our Customer Services team who will be happy to assist you.

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Your Privacy

Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will Liberty share this information with any third parties.

When you register at Liberty.co.uk we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and card expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.

Please note that Liberty.co.uk may use your contact details to inform you of the latest arrivals from your favourite designers, new arrivals, services or promotions via email. If you would prefer not to receive these updates, please email: customerservices@liberty.co.uk.

Please see our Privacy Policy for further information.

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Contact Us


If you didn't find the answer to your question, please contact our Customer Services department:

By Telephone

Please call +44 (0)20 7734 1234 during store opening hours.

By Email

Email us at customerservices@liberty.co.uk and our Customer Service team will be respond to your query.
We aim to respond to your email within 24 hours of receipt.

By Post

Please write to:

Customer Services,
Liberty Store,
Regent Street
London W1B 5AH

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