Liberty London

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Returns and Cancellations Policy

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

CHRISTMAS RETURNS POLICY

  1. Should an item purchased as a gift on www.libertylondon.com need to be returned, we are delighted to extend our returns policy for goods purchased from 14 November – 24 December 2018. Provided they are returned in an unused and saleable condition, unwanted gifts returned before 14 January 2019 will be eligible for a refund. Please refer to our standard refund policy below for full details including information on items that cannot be returned. This does not affect your statutory rights

HOW TO RETURN WITHIN THE UK

  1. Liberty London offer a number of ways to return.Within your order you will find a dispatch note with instructions for either a FREE DPD Pickup service or a FREE DHL collection service. In addition, you can also return directly to store free of charge. You have up to 30 days to return an item. Please note items must be returned to us in their original condition

  2. FREE Returns with DPD
    To use this service, peel off the label included in your order and securely attach it to your parcel, ensuring old labels are removed. Choose the most convenient DPD Pickup shop using the link below, then drop off your parcel, taking note of your tracking number. The original cardholder will be credited once we receive the items. Please note it may take up to five days to appear in your account.
    www.dpd.co.uk/pickuplocator

  3. FREE Returns with DHL
    To book a DHL courier to collect your order, simply visit returns.dhl.co.uk/ereturns and enter the details as requested. You will receive a summary and confirmation of your pickup. The original cardholder will be credited once we receive the items. Please note it may take up to five days to appear in your account.

  4. FREE Returns to Store
    Item(s) ordered online can be returned in-store at the Liberty Service Suite on the 3rd floor. They must be in their original condition and accompanied by an email order confirmation or online dispatch note. Returns in-store will be processed on the same day and issued to the original cardholder. Please note it may take up to five days for the credit to appear in your account.

  5. Return using own postage
    Take your sealed box or bag containing the item(s) to be returned to your nearest Post Office or courier company and send it to the address below, retaining proof of postage. Please note this is not a pre-paid service and therefore you will be responsible for postage cost.

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


  6. The original cardholder will be credited once we receive the items. Please note it may take up to five days to appear in your account.

    PLEASE NOTE ITEMS MUST BE RETURNED TO US IN THEIR ORIGINAL CONDITION

International Returns (outside of the UK)

  1. Items ordered from libertylondon.com and delivered internationally may be returned to us at your own cost using any secure means (this 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 for tracking purposes. Please note that if the reason for return is due to faulty or damaged goods, you can contact customer services at customerservices@libertylondon.com or +44 (0)20 4434 1234 to arrange complimentary delivery costs.

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


  2. The original cardholder will be credited once we receive the items. Please note it may take up to five days to appear in your account.

RETURNS TERMS & CONDITIONS

  1. If you choose not to use one of our free services, 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.
        2. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return, unless you choose to use one of the free services as detailed above within 30 days of receipt.

        3. Please note that we can't offer refunds or exchanges on perishable goods such as food and alcohol, unless faulty or not as described.

        4. Discounted web fabrics are non-refundable.

        5. We are only able to accept returns for food, drink and beauty items, including perfume, skincare and cosmetics, if they are unused, unopened and in their original packaging.

        6. For the avoidance of doubt, if the products which you are returning contained a free promotional gift, the gift must also be returned.

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 30 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 30 days after you receive it.
  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 30 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 30 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

    Please send a cancellation request to Customer Services by completing the cancellation form here.

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