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

How to return an online purchase (UK)

Liberty London offer several ways to return. Within your order you will find a dispatch note with instructions for complimentary drop off, Return to store or own postage. Alternatively, you can also use our free DHL collection service. You have up to 30 days to return an item. Please note items must be returned to us in their original condition.

Complimentary Returns with DPD

  1. Peel off the label included in your order.
  2. Securely attach to your parcel, ensuring old labels are removed.
  3. Choose the most convenient DPD Pickup shop using the DPD link and then drop off your parcel.
  4. Take note of your tracking number

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

Complimentary Returns to Store

  1. Item(s) ordered online can be returned in-store at our Customer Collections desk on 3. 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 working days for the credit to appear in your account.

Return using own postage

  1. Take your sealed box or bag containing the item(s) to be returned to your nearest Post Office or courier company.
  2. Post your parcel to the below address

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

  3. Retain proof of postage.

Please note this is not a pre-paid service and therefore you will be responsible for postage cost.
The original cardholder will be credited once we receive the items. Please note it may take up to five working days to appear in your account.

Complimentary Returns with DHL

  1. Call DHL on 0844 248 0844 to request a collection
  2. Quote the account number 187806813
  3. Complete section 2 of the DHL form enclosed in your order
  4. Leave the box open so that the courier can check the item(s) before they leave

Please note it may take up to five days to appear in your account.
Please note DHL do not collection dangerous goods.

How to return an in-store purchase (UK)

Our returns policy allows a full refund or exchange within 14 days provided goods are in original condition and accompanied by a till receipt (Goods without a receipt cannot be returned). Please go to any till point in store to return your item(s).

Refunds will be made against the original form of tender except in respect of purchases made by cash or gift card/coin/voucher, which will be refunded by way of store credit.

Customer made items; limited edition items; special orders; vintage items; cut lengths of fabric; swimwear; nightwear; lingerie; hosiery; eveningwear (including shoes and bags); hair accessories; jewellery; watches; pierced earrings; hats; artificial flowers and feathers; duvets and pillows; Christmas decorations; food and drink; toiletries; cosmetics; fragrance (including home fragrance) and fresh cut flowers are non-refundable and cannot be exchanged.

Sale items or special purchases bought in the sale or at promotional events may only be returned for exchange or refund by way of a store credit note, if returned in their original condition with a valid proof of purchase. Any sale items would need to be returned during the same sale period or promotional event, or within 14 days of purchase (whichever is earlier). Any items reduced below 50% may not be returned.
This does not affect your statutory rights.

How to return an International purchase (Outside UK)

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 for more information.

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

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

Receiving a refund

Refunds will be credited to the original purchaser's method of payment. With the exclusion of store purchases paid for by cash which will be refunded as a credit note.

On receipt of a return, we will process the refund as soon as possible. We estimate refunds will be made by the provider of your payment method within 5 working days. Working days are Monday to Friday excluding UK public holidays.

Personalised Items

Due to the nature of personalised items, returns, changes or cancellations are not accepted once an order has been placed. This does not affect your statutory rights.

For any further queries please contact our Customer Service team who will be happy to assist.

Returns policy

Online purchase: You have up to 30 days to return an item. Please note items must be returned to us in their original condition. Exclusions apply*.

In-store purchase: You have up to 14 days to return an item. Please note items must be returned to us in their original condition. Exclusions apply*.

Terms & Conditions

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.

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.

  1. Please note that we can't offer refunds or exchanges on perishable goods such as food and alcohol, unless faulty or not as described.
  2. Discounted web fabrics are non-refundable.
  3. 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.
  4. For the avoidance of doubt, if the products which you are returning contained a free promotional gift, the gift must also be returned.
  5. We are only able to accept returns on intimate apparel and swimwear (including swim shorts, swimsuits and bikini bottoms) if they have been tried on over underwear, and if they retain the original hygienic protective strip still intact. We cannot accept returns that have been worn or washed. Additionally, customers are advised to follow care and washing instructions to keep swimwear in the best condition, as chlorine, oil and sunscreen can sometimes cause discolouration.

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.

Cancellation rights

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. 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;

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).

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.

Cancellation policy

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.

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);
  4. if the item is sealed for health or hygiene purposes but has been unsealed after delivery. This includes: sealed beauty and fragrance products; certain items of clothing that may be sealed (such as underwear and hosiery); intimate apparel and swimwear (including swim shorts, swimsuits and bikini bottoms) if the original hygienic protective strip is removed; and certain items of jewellery that may be sealed (such as earrings).

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). If you are exercising your right to change your mind: 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.