Liberty London

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Frequently asked questions

SHOPPING AT libertylondon.com

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 to shop by brand. If you’re looking for a specific product or brand, you can use the search bar. Once you have decided what you would like to purchase, click on the 'Add to bag' button, then press 'Checkout' to complete your order. You can enter any gift cards or promo codes at this point, plus select your delivery and payment options.

You can review your selected items in several ways. Use the shopping bag icon in the top right corner of the page to view a list of what’s in your bag. There is a button at the bottom of this drop down where you can proceed to checkout or view/amend your basket.

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

No. Our account registration process is quick and easy, but if you want to place an order without setting up an account, you can use the guest checkout option.

If you do choose to create an account when you make a purchase, you will automatically be signed up to the Liberty Loyalty programme, and eligible for exclusive discounts, rewards offers and vouchers.

What should I do if I forget my password?

You can request a new password by clicking the 'Sign in' link in the top right corner of the website. Then click the 'Forgotten your password?' link to rquest a password reset authorisation email.

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@libertylondon.com 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

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.

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 email Customer Services on customerservices@libertylondon.com to find out if your chosen item is in stock, and you may be able to order over the phone.

Alternatively, you can sign up for email alerts to inform you when your desired product is back in stock.

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.

Which payment methods do you accept?

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

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® SecureCodeTM. These services enhance security against unauthorised use of your credit or debit card when shopping with us. To find out more visit the MasterCard® SecureCodeTM 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 libertylondon.com 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 (url customer services page) team.

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. Click here for more information about shipping abroad.

Do you ship to PO Box addresses?

Unfortunately we are unable to deliver to PO boxes.

Will I have to pay additional duties or taxes?

All prices include VAT, and import duties and taxes will be included in the price you pay at checkout.

How long does delivery take and cost?

Click here for our delivery options and prices.

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 checkout.

Do I need to sign for my order?

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.

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,
Tetron Point,
William Nadin Way,
Swadlincote,
Derbyshire,
DE11 0BB,
United Kingdom

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.

How do I cancel my order?

If you wish to cancel an order placed at libertylondon.com please return the confirmation email to us, stating your wish to cancel the order by email: customerservices@libertylondon.com 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.

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.

Can I redeem gift coins and cards online?

You can redeem gift cards online, but gift coins will need to be spent in-store.

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.

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 (url sign up page). Please note that Liberty cannot guarantee that an item will still be available for purchase late in the season.

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.

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 libertylondon.com 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 libertylondon.com 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@libertylondon.com.

Please see our Privacy Policy for further information.

Liberty Loyalty

HOW CAN I BECOME A MEMBER OF LIBERTY LOYALTY?

You can sign up to Liberty Loyalty here and your card will be delivered to you. Alternatively if you’re in-store, you can join at any till point.

The Liberty Loyalty card is not a store card and it is free to join.

WHEN WILL I RECEIVE MY LIBERTY LOYALTY CARD?

Your card will arrive within two weeks if ordered online. Alternatively, you can take your card away on the day when signing up in-store.

DO I HAVE TO WAIT TO RECEIVE MY CARD IN THE POST IN ORDER TO EARN POINTS?

No, you can shop with the Liberty Loyalty number emailed to you on joining.

DOES MY CARD HAVE AN EXPIRY DATE?

Your Liberty Loyalty card does not have an expiry date.

CAN I EARN POINTS ON ALL MY PURCHASES?

Yes, you can earn points on all purchases made at Liberty Regent Street, libertylondon.com and by mail order. Delivery charges and purchases of gift coins and gift cards are not included.

HOW CAN I EARN POINTS ON MY ONLINE PURCHASES?

If you’re shopping online, please make sure that you create an online account here

HOW CAN I KEEP TRACK OF HOW MANY POINTS I HAVE?

You can check your points balance online here

Your points balance can also be found at the bottom of your receipt, or you can call customer services on +44(0)20 7734 1234.

HOW DO I CHECK MY POINTS ONLINE?

If you’re logging in to your loyalty account for the first time:

HOW DO THE VOUCHERS WORK?

Twice a year, we’ll send you loyalty vouchers based on your spend in-store, online and by mail order over the six-month reward period. Vouchers can be redeemed in-store, or by contacting our Customer Services team during store opening hours on 02077341234 to arrange a mail order. Please make sure your contact details are up to date so we can send your loyalty vouchers to you, click here to check or update your details.

You’ll will receive:

  • a £5 voucher when you have spent £150
  • a £10 voucher when you have spent £250
  • a £25 voucher when you have spent £500
  • . . . and a further £25 for every additional £500 you have spent

HOW CAN I REDEEM MY VOUCHERS?

Present your voucher in-store at any till point in order to redeem your voucher. If you are unable to visit the store, please contact our Customer Services team on 02077341234 during opening hours who will be happy to arrange a mail order.

HOW SOON WILL MY POINTS BE REGISTERED AFTER PURCHASE?

Your Liberty Loyalty points will be registered on the system up to 72 hours after your purchase.

WHEN ARE VOUCHERS SENT AND HOW LONG ARE THEY VALID FOR?

Vouchers are sent in March and October, and are valid for six months.

WHO DO I NOTIFY IF MY ADDRESS CHANGES?

Present your voucher in-store at any till point in order to redeem your voucher. If you are unable to visit the store, please contact our Customer Services team on 02077341234 during opening hours who will be happy to arrange a mail order. here

Alternatively, update your details with a Sales Associate at any till point in-store or contact Customer Services on +44 (0)20 7734 1234

HOW DO I BECOME A VIP MEMBER?

You will be invited to become a VIP member when you spend £5,000 or more* during the six-month reward period. Once signed up to VIP membership you will also receive:

  • 5% of your spend back on a loyalty gift card
  • Your choice of two 10% discount days per year
  • Free UK standard delivery from libertylondon.com
  • Priority access to the Liberty Elite in-store sales team for shopping appointments
  • Free basic clothing alterations**
  • VIP access to exclusive events and promotions

*£5,000 or more must be spent within the same six-month reward period **When requested on the day of purchase

CAN I STILL EARN POINTS IF I FORGET MY LIBERTY LOYALTY CARD WHEN I AM SHOPPING?

Simply give the sales associate your contact details at any till point before making a purchase, and you will still earn your points. Alternatively, please go to Customer Services (Level 2) with your receipt, and the points will be added to your account.

When shopping online, please ensure that your Liberty Loyalty number is added to your online account. Log in here

WHAT CAN I DO IF I LOSE MY LIBERTY LOYALTY CARD?

If you lose your card, you can go to any till point in-store and request a replacement card.

Alternatively, call Customer Services on +44 (0)20 7734 1234 and we will arrange for a replacement card to be sent to you as soon as possible.

HOW CAN I BECOME A MEMBER OF BEAUTY LOYALTY?

Beauty Loyalty is one of the benefits that you automatically receive when you become a Liberty Loyalty member.

HOW DOES BEAUTY LOYALTY WORK?

You will receive 1 beauty point for every £1 that you spend on beauty products in-store, online or by mail order. For every 150 points you earn in a three-month period, we will email you a £5 voucher.

DO I RECEIVE ANOTHER CARD FOR BEAUTY LOYALTY?

No, Beauty Loyalty is just one of the great benefits of being a Liberty Loyalty member.

HOW OFTEN WILL I RECEIVE MY BEAUTY LOYALTY VOUCHERS AND WHEN DO THEY EXPIRE?

Every quarter we will email you a £5 voucher for every 150 points you have earned in that quarter. Your voucher will be included in our Beauty Newsletter on the 15th of March, June, September & December, and will expire three months later on the 14th.

WHAT CAN I BUY WITH MY BEAUTY LOYALTY VOUCHERS?

You can spend your Beauty Loyalty vouchers on anything in Beauty, Perfume, Bath House, the Sole Spa and the Liberty Treatment Rooms (excluding Murdock). Vouchers can be used in-store, or by contacting our Customer Services team during store opening hours on +44 (0)20 7734 1234 to arrange a mail order.

HOW DO I REDEEM MY BEAUTY LOYALTY VOUCHER?

Your voucher will be emailed to you with our latest Beauty Newsletter quarterly, on the 15th of March, June, September and December. Add our email address (loyalty@libertylondon.com) to your address book and don’t forget to check your inbox!

There are three ways to use your voucher:

  1. Print off your voucher and present at any till point in the Beauty department in-store
  2. Open the email on your phone and present at any till point in the Beauty department in-store
  3. Contact our Customer Services team on +44 (0)20 7734 1234 during opening hours to arrange a mail order.

IS MY BEAUTY LOYALTY VOUCHER THE SAME AS MY LIBERTY LOYALTY VOUCHER?

No. Your Beauty Loyalty voucher is an extra voucher sent to you quarterly; it is in addition to your bi-annual Liberty Loyalty voucher.

Your Beauty Loyalty points are added to your account using your Liberty Loyalty card. Any beauty purchases will also count towards your bi-annual Liberty Loyalty points total.

WHAT ARE THE TERMS AND CONDITIONS OF THE LIBERTY LOYALTY PROGRAMME?

Please click here to read the Liberty Loyalty terms and conditions.