FAQs

Call us on 01925 357488. 

We're in the office Monday to Friday (9am-5pm).

Please check your junk folders; this is the most common reason for not receiving emails! If you still don't locate the order confirmation, please get in touch via Chat with your name and email address, and we'll resend the order confirmation to you.

In most cases, we will be able to amend the order, but if the order's already been processed, then this may not be possible.  Please contact us and we'll try our best to help. 

After a certain period, shopping bags are emptied. Please re-add items to your shopping bag. 

If your order includes both stock items and made-to-order/out of stock items, we'll usually send out the entire order together. 

Need the in-stock items earlier?  Please get in touch (with your name/order number/item(s) required) and we'll do our best to help.

Klarna pay later in 3 allows you to spread the cost of your purchase over 3 equal payments. Please see the Klarna Pay Later in 3 FAQs for full details. 

Our wishlist feature works using cookies on your device. If you're browsing incognito, using a different device or have cleared your cookies, the wishlist will not show the items added. 

Please contact us to let us know, and we'll do our best to help!

Our usual delivery partners are Royal Mail and DPD for UK orders (but we do use other delivery companies from time to time).

For orders outside of the UK, we usually use DPD (but we do use other delivery companies from time to time).

We now offer tracked international delivery with all duties and taxes prepaid, so your order arrives smoothly with no surprise charges.

European Union

• All EU orders are sent via our DPD Tracked & Duties Paid Delivery service
• Tax and duties are included in the checkout price
• No additional customs fees are payable on delivery

Republic of Ireland

• Orders are sent via DPD Tracked Delivery
• VAT is included in the checkout price
• No duties are payable

United States

• Orders are shipped via DPD Tracked & Duties Paid Delivery
• All taxes and duties are prepaid, so there are no additional charges on delivery

Rest of world

• We ship internationally with DPD Tracked & Duties Paid Delivery 
• All taxes and duties are prepaid, so there are no additional charges on delivery

Yes, we ship to all countries!

We now offer tracked international delivery with all duties and taxes prepaid, so your order arrives smoothly with no surprise charges.

European Union

• All EU orders are sent by DPD 
• Delivered in 3-6 working days 
• Delivery to some EU regions, including parts of Scandinavia and Eastern Europe, may take up to 7 working days from dispatch.
• No fees before delivery!

Republic of Ireland

• All ROI orders are sent by DPD
• Delivered in 2-4 working days 
• VAT is included in the checkout price
• No surprise fees before delivery!

United States

• All U.S. orders are sent by DPD
• Delivered in 5-12 working days
• No surprise fees before delivery!

Rest of world

• International orders to Rest of World are sent by DPD
• Delivered in 7-14 working days
• No surprise fees before delivery!

We will be happy to upgrade your delivery to either Express delivery (or Fast Track International if you're ordering from outside the UK).

Delivery rates/timescales are here:

https://www.libertyinlove.co.uk/policies/shipping-policy

Contact us via Chat and we'll email a payment link to you.

Yes, we offer a keyworker discount for the following keyworker groups:

Healthcare, Teachers, Police and Fire Service, Social workers, Military.

This offer applies to all items site-wide, including items already on sale. Verify your employment status to receive your unique code.

https://www.libertyinlove.co.uk/pages/key-worker-discount

Unlock your mystery discount on your first order by signing up to our email:

https://www.libertyinlove.co.uk/pages/memail

If you're experiencing issues with a promotional code not applying correctly, please check the following:

• Ensure the promotional product is added to your bag.
• Enter the promo code during checkout, using copy and paste for accuracy in the 'discount code or gift card' field.
• Verify that your code is valid and not expired. Check the expiry date.

If you're still having trouble with a code you believe should be working, please https://www.libertyinlove.co.uk/pages/contact-us and we'll try to help.

We are sorry if you've received the wrong or missing items in your order.

First of all, please double-check that we haven't already emailed you to indicate your other item(s) were shipped separately.

Then, get in touch and we'll do our best to help.

If no one was home at the time of delivery, the carrier will often leave the package in a safe location.

Be sure to check around your home and with neighbours/building management who may have collected the package for you.

Also, please double-check the shipping address of your order to ensure it’s headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive.

If you still are unable to locate the package, please contact the carrier.

If you need additional assistance, please report your order issue via our Chat or call us on 01925 357488 (Mon-Fri, 9am-5pm).

To begin your return, please use our Returns Centre.

UK exchanges

Yes, we accept exchanges within a 30-day returns period. 

Please use our Returns Centre to begin your exchange.

If there's a price difference between the purchased item(s) and the exchange item(s), we'll either issue a refund or request additional payment. The exchange process begins once we receive your return. 

International exchanges

We do not currently offer exchanges on international orders. Please use our Returns Centre to begin a return for a refund and then place a new order.

The following products may not be returned under this policy:

(a) Earrings for pierced ears

(b) Made-to-order items that have been custom made for you (i.e. where an item’s design is amended in accordance with your specific requirements)

UK returns

We offer a prepaid Royal Mail Tracked Returns label (to print or as QR code) and charge a £3.75 fee for this. This fee is deducted from your refund. 

You can also arrange and pay for your own return, if preferred.

International returns

We do not currently provide return labels for international returns. You are responsible for your own return costs.

Yes, we do collaborate with influencer/content creators!

When selecting influencers/content creators to work with, we carefully consider their values, style and audience alignment in order to ensure authenticity in our partnerships. 

If you feel you're a great fit for the Liberty in Love brand, please contact us and we'll be in touch.