How to make a return

1. Ensure you return your item(s) within your returns period, and in the original packaging.

2. Visit our returns portal here, and complete your return or exchange. To start the process, enter your order number (e.g. #20332) and the email address attached to the order.

4. Please repack the item as securely as possible, including the completed invoice/returns form inside. If you need a new one, please contact our customer support team.

5. You can now drop off your return. It is your responsibility to ensure the parcel reaches us, so make a record of your tracking number and keep an eye on it's journey. We regret we cannot be held responsible for the non-delivery of returned goods.

MAINLAND UK FREE RETURNS & EXCHANGES

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.

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 a service charge will be applied. Once we have received your return we will email you to let you know it has arrived safely.

Please note that we only offer one free returns sticker per package.

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 processed by us within 14 business days of us receiving your return. Most refunds are processed within 7-10 business days of the goods being returned subject to their condition upon receipt and the time for the funds to be returned. Please be aware this timing will also be dependent on your banks processing timing and it may take a few days to appear on your statement.

NORTHERN IRELAND RETURNS

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

INTERNATIONAL RETURNS AND EXCHANGES

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 and can be deducted from the customers refund if they are paid by the company. 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 retains the receipt of return 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. 

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

For further information regarding returns and exchanges, please contact us at studio@libbylondon.com