The door to our London store is currently closed, but the window to discovery is still open online. We’re here for online shopping 24/7, just bear with us as deliveries may take a little longer at this unprecedented time.
We also understand that you might have some questions around your current experience with us. As our customer service team are experiencing a high volume of queries, we have pulled together a list of specific FAQs below. Please refer to these in the first instance as you may find your answer a little faster. Should you still need to contact the team, they can be reached by email. As we are experiencing a high volume of queries, it may take us longer than usual to respond to your email.
Thank you for your continued support, we hope you remain safe and well during these times.
How do I earn Liberty Loyalty points online?
When you are shopping online, you must sign-in to your loyalty account to earn points on your purchases. If this is your first online purchase, please make sure that you register and create an online account first. If you have already created an account in the store, provided you use the same email address that you used when you signed up, your accounts will automatically merge within 72 hours.
For all online orders the points will be added to your account after your order has been shipped by our warehouse.
How do I place an online order?
You can use the main category navigation located at the top of the page to assist you through our online shop, or you can choose to shop by brand or by searching for a specific item or product using 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 or amend your basket.
Why have I only received part of my order?
The majority of our online orders are picked and shipped from our central distribution warehouse, however certain products are dispatched from other locations. Depending on the content of your basket, we may sometimes send parts of your order separately, which could mean they arrive with you on different days. If this happens, you will receive two dispatch emails, with a tracking number for each parcel, so you can trace both of your deliveries throughout their shipping journey. You will only ever be charged one shipping fee when this happens. Due to the way that payment is authorised for split-shipment orders, you may notice more than one pending charge in your payment account. Please rest assured that we only take payment for the full amount of the order, and no more. Any pending charge on your account should be reversed within 7 working days. Please note that this will not appear as a refund in your account but as the overall account balance returning to its previous amount.
How can I return my unwanted items?
Our DPD service is currently unavailable but you can return items to us using the Post Office, a courier company, or DHL collection. You’ll find instructions for each service here.
How do I use a loyalty voucher online?
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 your loyalty voucher number or promo code at this point in the dedicated box, plus select your delivery and payment options.
Can I use a gift voucher, gift card or credit note online?
Unfortunately, it is not possible to redeem your gift voucher, gift card or credit note online. These can be redeemed in-store as soon as it is open again.
I recently bought a Liberty gift card for myself or as a gift, what will happen to this?
Any Liberty gift cards that are set to expire between 1 March 2020 to 30 September will now be valid until 31 March 2021. Gift cards can be redeemed in-store as soon as it is open again. Please make sure you keep the gift card safe until that time so we can honour it.
What happens to my credit note?
Any credit notes that are set to expire between 1 March 2020 to 30 September will now be valid until 31 March 2021. Credit notes can be redeemed in-store as soon as it is open again. Please make sure you keep your credit note safe until that time so we can honour it.
How long does delivery take and cost?
UK standard delivery is currently free (usual cost £4.50)
Due to high demand, please expect some delays to our delivery service.
Once your order has been completed and shipped, you will receive an email to confirm dispatch of your order, containing the tracking information.
If your order has been sent care of our delivery partner, DPD, you can trace your order on the DPD website using the tracking number which will be emailed to you. Click here to visit the DPD website.
If your order has been sent care of our delivery partner, DHL, using your tracking number or waybill number, you can track the progress of your parcel on the DHL website here
Our In-store services are temporarily unavailable as our store is currently closed. This includes Click and Collect and In-store Returns
To contact us:
Still have a question? Visit our FAQs page here