FAQ
How do I order?
Simply select the item, enter the quantity required and add to your shopping basket. When you have finished shopping click “checkout” to pay for your purchases.
How do I pay for my order?
Select to pay either by credit card or cheque then enter your personal information and delivery details. Should you have any other delivery information please use the additional details box. If you are paying by credit card you will then be transferred to a secure server where you can safely enter your credit card details
How do I know my payment is Secure?
We understand that the security of your information is of prime importance. We use Worldpay part of the Royal Bank of Scotland group to process all online payments. When you use Worldpay your card details are never seen or transmitted by us helping to ensure your financial information stays safe.
How do I know you have received my order?
You will be advised both on screen and by email that your order has been successful. The order confirmation number, which helps us to identify and track your order will be displayed onscreen at the end of the order process.
Do you accept orders from abroad?
At the moment we can only accept orders from within the U.K.
How long will delivery take?
We endeavour to deliver your purchase as quickly as possible. When the item is in stock we aim to deliver within 2-4 days. However if an item is out of stock and we need to order form our suppliers we will contact you to inform you of the situation and arrange a suitable delivery date, alternative item or a full refund.
How are items delivered?
The Royal Mail Special Delivery Service. This means that all your items are insured and trackable.
All items are beautifully tissue wrapped and sent in secure, well padded packaging.
How much does delivery cost?
Postage and Packing costs £5.25 for one or multiple items.
What if an item is out of stock?
We try to keep a good level of items in stock. However during periods of high demand some items may become either unobtainable from our suppliers or subject to delay. If this is the case we will contact you to advise you of the situation and agree a revised delivery date, alternative item or full refund.
What if I don’t like an item?
We want you to be happy with your Libertina purchase. If you are dissatisfied with any item please inform us by e-mail or by post and then return it to us at the address below. We will be happy to refund or exchange goods as long as they are in perfect condition and are in their original packaging. As we can not be held responsible for items lost during the postal process we recommend you send all items recorded delivery. Unfortunately we are unable to meet the postal costs of returned items that are not faulty. Our return address is: Libertina, PO Box 207, Stowmarket, IP14 3WY.
How long will a refund take to process?
Once the item has been received by Libertina please allow 30 days for your refund to be processed.
How do I contact you?
If you have any queries our contact details are:
By telephone: Mon-Fri 9am to 5pm on 01359 245124
By Post : Libertina, PO Box 207, Stowmarket, IP14 3WY.
By E-mail:customerservice@libertina.co.uk