Liberty London

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Cancelation and Returns Policy

This Policy sets out your rights to cancel an order and the process for returning items. If you have any questions about this Policy or how to cancel or return an order, please contact our Customer Service team

Your Cancellation Rights

  1. Your rights to cancel an order are likely to depend on the items you have bought, whether there is anything wrong with them, how we are performing and when you decide to cancel the order.
  2. You may have a right to cancel your order in the following circumstances:
    1. if the item is faulty;
    2. if the item is damaged;
    3. if the item does not match the description of it on our website;
    4. if we have told you about a change to your item or our Terms and Conditions which you do not agree to;
    5. if there is an error in the price or description of the item on our website and you do not wish to proceed with the order;
    6. if delivery of your ordered item is going to be significantly delayed (i.e. for more than 30 days);
    7. if we have done something wrong; or
    8. you can also cancel your order within 14 days of receipt of your order if you have changed your mind (please see further information on this at clause 2).
  3. Even if none of the above circumstances apply, you may still be able to cancel your order before it is completed. We will refund you for any ordered items which have not been provided to you, however we may deduct from that refund reasonable compensation for the costs incurred as a result of cancelling your order.

Your Right To Cancel If You Change Your Mind

  1. For most items ordered online you have a legal right to change your mind and cancel an order within 14 days after you receive your order.
  2. In certain circumstances this right to change your mind will not apply, such as:
    1. if the item has been made to your specifications or is personalised;
    2. if the item is mixed with other items inseparably after delivery;
    3. if the item is perishable or otherwise likely to deteriorate rapidly (this includes all food items); and
    4. if the item is sealed for health or hygiene purposes, but has been unsealed after delivery. This includes:
      1. (a) sealed beauty and fragrance products;
      2. (b) certain items of clothing that may be sealed (such as underwear and hosiery); and
      3. (c) certain items of jewellery that may be sealed (such as earrings).
  3. If you decide to exercise this right, you must return the items to us within 14 days of telling us that you have changed your mind (please see further information on returns at clause 4).
  4. If you are exercising your right to change your mind:
    1. we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the items ordered, if this has been caused by you handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the items and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
    2. the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
  5. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the item back from you or, if earlier, the day on which you provide us with evidence that you have sent the item back to us.

How To Cancel An Order

  1. To cancel your order, you can do one of the following:
    1. contact our Customer Services team, providing your name, home address, details of the order and, where available, your phone number and email address;
    2. complete our cancellation form [insert as link] and email it to us; or
    3. print off our cancellation form, complete it and post it to us at the address on the form. Or simply write to us at that address, including the information required in the form.

Returns

  1. If you cancel an order for any reason after the ordered items have been dispatched to you or you have received them, you must return them to us. You must return the items using one of the return methods detailed below.
  2. For the avoidance of doubt, if the products which you are returning contained a free promotional gift, the gift must also be returned.
  3. We will pay the costs of return:
    1. if the item is faulty;
    2. if the item is damaged;
    3. if the item does not match the description of it on our website;
    4. if we have told you about a change to your item or our Terms and Conditions which you do not agree to;
    5. if there is an error in the price or description of the item on our website and you do not wish to proceed with the order; or
    6. if we have done something wrong.
  4. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

Returning an Order in the UK

  1. When returning an order which has been delivered in the UK, please follow the steps written on the dispatch note received with the delivery and return it along with the items you are returning in a sealed box or bag using one of the methods detailed below.
  2. UK – Free Returns by DHL
    The original card holder who purchased the ordered items will be credited for the refund. Call DHL on 0844 248 0844 to request collection of the items to be returned quoting our account number 187806813.
  3. UK – Returns by Post
    The original card holder who purchased the ordered items will be credited for the refund. In order to use this method, take your sealed box or bag containing the items to be returned to a Post Office or courier company and send it to the following address and retain proof of postage:

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


  4. Online Order Returns to Store
    Ordered items can be returned in-store at the Liberty Service Suite on the 2nd floor. To return online purchases to the store, we require the ordered items to be in their original condition and accompanied by an email order confirmation or online despatch note. Without an email order confirmation or online despatch note, we cannot allow for the ordered items to be returned in store. Returns in store will be processed on the day. The refund shall be issued to the card used for original payment, however please note it may take up to five days for the credit to appear.

International Returns (outside of the UK)

  1. Ordered items delivered internationally may be returned to us using any secure means (which may include local postal service or DHL) by sending the items to be returned in a sealed box or bag to the following address and retaining proof of postage:
  2. UK – Returns by Post

    The original card holder who purchased the ordered items will be credited for the refund. In order to use this method, take your sealed box or bag containing the items to be returned to a Post Office or courier company and send it to the following address and retain proof of postage:

    Liberty Returns,
    C/o Clipper Logistics,
    Tetron Point,
    William Nadin Way,
    Swadlincote,
    Derbyshire,
    DE11 0BB,
    United Kingdom


    The original card holder who purchased the items will be credited for any refund which is due.