If you are not completely satisfied with your goods Libby London will offer a 14 day return or exchange policy with a free returns service. This policy also applies to sale items.

How to return or exchange an item (UK) 

We offer a free UK returns service using Royal Mail Tracked returns. Items must be returned new and unused. Returns that are damaged, soiled or altered may not be accepted, or service charge will be applied. Once we have received your return we will email you to let you know it has arrived safely.

If you would like to arrange an exchange please contact us over the phone or via email and we will be happy to arrange it for you. Please note that we only offer one free returns sticker per package.

Free UK Royal Mail Returns (Via a Post Office)

1. Ensure you return your item(s) within 14 days of receipt, and in the original packaging.

2. Complete the returns and exchange form enclosed with your item(s).

3. Place the completed returns form in the parcel.

4. Attach the pre-paid returns label provided to the front of your parcel.

5. Take your package to any post office counter and ask for a proof of dispatch. It is your responsibility to ensure the parcel reaches us, so make a record of your tracking number. We regret we cannot be held responsible for the non-delivery of returned goods.

6. Please note, unfortunately, we are unable to refund the cost of any upgrade to your delivery service.

7. We strongly advise that you keep hold of any tracking numbers that the post office may give you.

Royal Mail Returns Collection Service (Collection from your Home)

For UK customers, Royal Mail now offer a collection service from your home. 

You must have access to a printer in order to print your Royal Mail label.

For more information on how to arrange a Royal Mail collection, please see here.

Statutory rights

Your statutory rights are not affected by our returns policy, in fact they are enhanced by this.

Terms and Conditions

Goods can be returned to Libby providing they are unworn, and in the same condition that they were when delivered to you. Returns can be made according to agreement at the time of purchase. Under this agreement, any sum debited to us from your credit or debit card will be re-credited to that credit or debit account within 14 days of us receiving your return. Most refunds are processed within 7-10 working days of the goods being returned subject to their condition upon receipt and the time for the funds to be returned. This timing will also be dependent on your banks processing timing.

NORTHERN IRELAND RETURNS

For Northern Ireland returns, please see our International Returns Policy.

INTERNATIONAL RETURNS

If you are not completely satisfied with your goods Libby London will offer a 28 day return or exchange policy, which also applies to sale items. Libby London does not provide a free returns or exchange service for any orders shipped outside of the UK and ANY CHARGES INCURRED FOR RETURNING GOODS BACK TO US FOR AN EXCHANGE OR REFUND ARE THE RESPONSIBILITY OF THE CUSTOMER. We will not reimburse the postal charges of returning an item or refund the original delivery charge unless that item is being refunded because it is faulty or has been sent to you in error. Items originally dispatched to the UK but returned from an international address will be subject to the International Returns Policy.

We strongly recommend that the recipient use registered post, recorded delivery or another secure method of delivery from a reputable carrier, retaining the receipt until the recipient has received credit for the returned items. We can only refund or exchange an item if it is returned to us within 28 days of receipt. We regret that we cannot be held responsible for non-delivery of returned goods. If you intend to return an item, please advise us by emailing studio@libbylondon.com as soon as possible.

The goods must be returned unused, in their original undamaged packaging. We will consider the condition of the goods being returned when making a refund. You must return the item to us on cancellation in order to receive a full refund or exchange. If you notify us of your intention to cancel the contract but do not return the goods to us we reserve the right to deduct the cost incurred by us in recovering the goods, from any refund you are owed

International exchange policy

Libby London does not offer a free exchange service for any orders shipped outside of the UK, items may be returned using the returns policy described above for a full refund of the items purchased.

Customers requiring alternative items will be required to place a new order that will include the international delivery charge.

For further information regarding international deliveries, please contact us at studio@libbylondon.com