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Delivery and Returns

UK Delivery & Collection

£4.50 We endeavour to deliver UK standard delivery orders within 5 Working days (order by 4pm). This excludes weekends and UK bank holidays. For full terms of conditions of this offer click here

Click & Collect is a free delivery-to-store service. Orders will be ready for collection from the Customer Collections desk on the third floor of our Regent Street store.
Orders will be available for collection within 5 working days (order by 4pm). This excludes weekends and UK bank holidays. Please aim to collect your order within 3 days of the collection date.
If you are unable to collect your order within 3 days of the collection date, please contact our Customer Services team on +44 (0)20 3893 3062.
When collecting your order, you will need to present your order confirmation with either a valid photo ID or your payment card. If somebody is collecting the order on your behalf, they will need to present the order confirmation with a valid photo ID.
All orders must be signed for upon collection.
Please see our Terms and Conditions for more information.
If you have any queries regarding Click & Collect please contact Customer Services on +44 (0)20 3893 3062.

Selected UK postcodes only. Please make sure you place your order before 4pm on Friday to qualify and select the Saturday delivery option at the checkout.
If you have any queries regarding Saturday delivery, please contact Customer Services on +44 (0)20 3893 3062.

Selected UK postcodes only. Order by 4pm Monday–Thursday: 1 working day
(Orders are delivered Monday to Friday only. Please select Saturday delivery service if you require delivery on Saturday. Orders placed after 4pm will be delivered within 2 working days).
If you have any queries regarding UK Next Working Day delivery, please contact Customer Services on +44 (0)20 3893 3062.

£4.50 Collect from a delivery point near you. 5 working days (order by 4pm).

HubBox Collection Points

HubBox is a convenient collection service for Liberty customers. It can be used in conjunction with any other UK domestic delivery service. Orders placed will be delivered by our existing couriers to the HubBox convenient location that you have selected. For more details of their service, please visit https://www.hub-box.com/
You will have 7 days from the date of delivery to collect your order from your selected HubBox collection point.
To collect your order, you will need to show your HubBox email with your Collection Code, or produce a form of photo ID or a bank card.
If you fail to collect your order from your selected HubBox collection point, we will need to cancel your order and may deduct the original delivery fees and any costs we incur in collecting the order from the refund.
To return any items to Liberty, please follow the instructions in your order or visit the Returns section on our website for more information.

Collect from a delivery point near you. 1 Working day (order by 4pm).

5 Working days (order by 4pm Friday)

We endeavour to deliver UK orders within the time frames stated above. However, due to the nature of our products, seasonal increases in demand and factors beyond our control, there may occasionally be longer delivery times. We aim to inform you of any such situation to avoid disappointment.

Where a mobile number is provided, we will pre-alert you before delivery with a text message. You will be able to change your delivery by replying to this text. All deliveries require a signature as standard, but you can arrange for your parcel to be delivered to a neighbour, or dropped off in a safe place via the DPD app.

We are unable to redirect orders once they have been dispatched. If delivery proves impossible or impractical on 2 or more occasions, we may need to cancel your order and deduct the original delivery charges from the refund. However, we will try to contact you in this case to arrange for a new order to be placed.

From time to time Liberty will offer free delivery promotions. Promotions are only available at the time of purchase, based on the terms and conditions of the particular promotion.

Tracking Your Order

You can track and view online orders via your account page. Go to my account.

Purple Goes Green

Liberty is committed to reducing its impact on the environment. At LibertyLondon.com, we’ve made arrangements with our carrier to ensure deliveries are carbon neutral; offsetting emissions through initiatives such as electric vans and climate protection projects.
We have also reduced the non-recyclable components of our home and Click & Collect delivery packaging, and are dedicated to continuing this reduction across the board. We recognise this is just the start of our mission, as we strive to reduce our footprint even further.

International Shipping

Up to 7 Working days (order by 4pm)
Country specific delivery times during checkout

Up to 5 Working days (order by 4pm)
Country specific delivery times during checkout

5 Working days (order by 4pm)

Up to 9 working days (order by 4pm)
Country specific delivery times during checkout

The Benefits

  • FREE delivery with orders over country threshold
  • FREE returns
  • Where possible we have included the duties and taxes in the product price, (some instances duties and taxes may be shown at checkout)

Frequently Asked Questions

Almost all of our products can be shipped internationally, with some restrictions around products containing alcohol and aerosols in some countries. If there are any restricted items in your shopping bag, you’ll be asked to remove these before continuing to checkout.

Global-e is our international sales facilitation and fulfilment partner and will be the company that you contract with for any purchase of products or services. Global-e will be the seller on record of the products you purchase, will take your payment and their carriers will deliver your orders. For full details of the returns and refunds policy, please see our Terms and Conditions.

Please see the Returns section for international returns options.

As your international order has been placed with our partner, Global-e, we will not be able to process any cancellations once your order has been placed. If your order has already been dispatched, we request that you return your order using the instructions on our Returns page.

You can track your order if you sign in to your account on LibertyLondon.com, or alternatively through the Global-e order tracking portal. If you have any other questions or queries regarding your order, please use the Global-e portal.

Returns

Returns 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 Services team.

We know it may be difficult for you to get to a Returns location in the current lockdown, so we have extended our returns period from 30 days after purchase to 14 days after our London store reopens. If you are able to access the Post Office or a courier company, please follow the instructions below.

Please note items must be returned to us in their original condition.

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.

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.

Please note, we cannot accept returns on international advent calendar orders. Returns are free for all international orders.

Returns can be arranged through the Global-e returns portal. Please note that you will need your Order ID and email address handy to retrieve your order information

Global-E Returns Portal

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.

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.

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.

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*.

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.
Please note that we can't offer refunds or exchanges on perishable goods such as food and alcohol, unless faulty or not as described.
Discounted web fabrics are non-refundable.
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.
For the avoidance of doubt, if the products which you are returning contained a free promotional gift, the gift must also be returned.
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.

Please note that, due to COVID-19 restrictions, DPD Pickup shops were temporarily closed. DPD have confirmed that these shops will start to re-open from 8 June 2020, so we expect to see this service back up and running as shops re-open very shortly.

  1. Using the DPD label provided in your parcel, attach it to your parcel (ensuring any old labels are removed)
  2. Find a convenient DPD Pick Up Shop to return your item to
  3. Take your parcel to the DPD Pick Up Shop (or anywhere you see the DPD Pick Up sign)

Cancellations

This policy sets out the process for returning items and your rights 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.

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.

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.