DELIVERY & RETURNS

DELIVERY OPTIONS

Our returns address is:

Libby London

Dewar House,

Central Road

Harlow, CM20 2ST

Our UK delivery standard delivery services are provided by Royal Mail, with next day provided by Fed-ex and Saturday delivery being provided by DPD.

You can track your order at: www.royalmail.com/track-your-item#/ 

Royal Mail Strikes

 

You can find information about the strikes here https://www.royalmail.com/latest-news 

 

Next working day 

For next working day please order no later than 2pm. Deliveries will not be dispatched on Saturdays, Sundays or bank holidays.

These delivery options will need to be signed for so please provide a delivery address where someone will be available.

 You can track your order at: Tracking Your Shipment or Packages | FedEx United Kingdom

Saturday delivery (UK)

For Saturday delivery no later than 2pm the working day before delivery. Deliveries will not be dispatched on Saturdays, Sundays or bank holidays.

These delivery options will need to be signed for so please provide a delivery address where someone will be available.

 You can track your order at: https://www.dpd.com/nl/en/receiving/track

What if I'm not in when my parcel is delivered? (UK)

If you’re not at home, Royal Mail will attempt to deliver your parcel to your neighbour and leave a card. If they can’t deliver to them, they’ll leave a card and take the item back to your local Customer Service Point. You can then either collect it or arrange a Re-delivery (full details will be on the card).

If you wish to change the address the parcel is being sent to, you will need to contact Libby either by phone (020 8780 0620) or email (studio@libbylondon.com). 

International delivery

Our International delivery uses FedEx, please note that delivery times may vary depending on location. 

You can track your order at: Tracking Your Shipment or Packages | FedEx United Kingdom

 

These delivery options will need to be signed for so please provide a delivery address where someone will be available.

PRODUCTS DELIVERED TO INTERNATIONAL DESTINATIONS MAY BE SUBJECT TO IMPORT TAXES, FEES, LEVIES OR OTHER CHARGES WHICH ARE THE SOLE RESPONSIBILITY OF THE PURCHASER, OR THE RECIPIENT OF THE PURCHASE. IF YOU REFUSE TO PAY THESE CHARGES  OR REFUSE THE DELIVERY AND IT HAS TO BE RETURNED TO US WE WILL DEDUCT ANY COST TO US FROM YOUR  RETURN.

We strongly recommend that you establish the likely charges applicable in the country of destination before placing an order. Post Brexit these charges may be applicable to your order if you re ordering from within the EU, we are waiting on clear guidance on this and will keep you updated on any changes. Please feel free to email us at studio@libbylondon.com if you have any questions.

For more information on our international terms and conditions, please visit: https://www.libbylondon.com/pages/terms-and-conditions 

What if I'm not in when my parcel is delivered? (International)

FedEx gives you 3 options if you miss your delivery: 

1. Delivery to your neighbours (you'll need to let FedEx know before hand which neighbours you are happy for your parcel to be left with)  

2. Arrange a new home delivery using the note you have been left by FedEx

For more information visit How can I reschedule a delivery? (fedex.com)

 

MAINLAND UK RETURNS

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

 

SIZE GUIDE

We know how difficult it is to buy the right size online. Check your measurements carefully against the size guide below, if you're in between sizes or unsure in any way, do not hesitate to give us a call and check your measurements. Our clothes are listed on our website in UK sizes, we have included a conversion chart below to help you choose the correct size if ordering from abroad. 

Phone: 020 8780 0620

Email: studio@libbylondon.com 

How to measure