CREATE AN ACCOUNT
HOW TO LOG IN OR REGISTER AN ACCOUNT?
To register for an online account, all you need to do is click on the Sign In or My Account options in top right corner of the page. This will direct you to a new page and offer you an easy process to login or create a new account.
DO I NEED TO CREATE AN ACCOUNT TO MAKE PURCHASES ONLINE?
You can register as a guest to make purchases online but there are benefits of creating an account with Liberry.
• All your purchases and history is saved in your account for your convenience.
• Shop faster with access to your previous orders in your history.
• If you have joined the Liberry and have selected receive our newsletters. From time to time we may send you special offers and exclusive deals!
HOW DO I UPDATE OR CHANGE MY ACCOUNT INFORMATION?
To update your account information:
• Click 'My Account' and Sign in to your account.
• You will now be at your ‘Dashboard’. Click edit on any field you wish to change ie, Contact Information, Billing Address, Delivery Address.
• Update details and 'Save Changes'.
HOW DO I VIEW MY ORDER HISTORY?
You will only be able to view your order history if you have registered an account with us. To view your order history:
• 'Sign In' to your account
• Click ‘My Orders’ on the left-hand menu.
• This will show you all the previous orders you have made. Click ‘View Order’ to see the details of the orders.
WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD?
If you have forgotten your password Click ‘My Account’ or ‘Sign In’ in the top right. This will bring you to the “Log In” page. Here you will find a ‘Forgot your Password’ link. Click the link and you will be required to enter your email address and an email outlining the steps to create your new password will be forwarded to your preferred email address.
PAYMENT OPTIONS AND SECURITY
WHAT PAYMENT TYPES ARE ACCEPTED?
Liberry only accepts payments from Paypal.
CAN I STILL MAKE A PURCHASE IF I DON’T HAVE A CREDIT CARD?
Yes, you can still make a purchase if you are using the paypal, you can open a PayPal account. For more details see these during the checkout process.
PLACING AN ORDER
DO I GET A TRACKING NUMBER?
Yes, you do get send a tracking number, along with your delivery confirmation, once you have received your delivery confirmation you can then track your order.
WHAT DO I DO IF I HAVE NOT RECEIVED MY DELIVERY CONFIRMATION?
If you have not received your delivery confirmation within 48 hours, please contact our Customer Service Team at email@example.com who will assist you in tracking your order. At peak times, there may be a delay in processing orders on the day received, but please don’t hesitate to send us an email & we will let you know how your order is progressing.
CAN I PLACE AN ORDER OVER THE PHONE?
f you are not sure about the process of placing an order or need some help to place an order, we will help you at any time. Please send an email to firstname.lastname@example.org, we will be happy to help you.
CHANGING OR CANCELLING AN ORDER
CAN I CHANGE OR ADD ITEMS TO MY ORDER ONCE I HAVE CHECKED OUT?
You cannot make changes to your order once you have checked out, however if you do wish to change or cancel your order please contact the customer service team at email@example.com within 24 hours and they will attempt to stop the order before it has been dispatched.
If we are unable to stop your order if it has already been dispatched, and wish to return your purchase to us. Please see our Returns Policy or email our Customer Service Team at firstname.lastname@example.org
CAN I COLLECT MY ONLINE PURCHASE FROM MY NEAREST STORE?
Unfortunately at this time, we are unable to offer this service. All online purchases currently can only be delivered. Liberry are continually working to improve our service to you and we are hoping to make this service available in the future.
CAN I CHANGE THE DELIVERY ADDRESS ON MY ORDER?
You cannot make changes to your order once you have checked out, however if you have made an error or need to change the delivery address for the order please email the Customer Service Team at email@example.com and the team will attempt to stop the order before it is dispatched.
CAN I SEND MY ITEMS TO MULTIPLE ADDRESSES?
Only one delivery address per order will be accepted therefore if you wish to deliver to multiple addresses you will need to create separate orders.
WHEN SHOULD I EXPECT MY DELIVERY?
Delivery should be expected between 3 and 5 working days. Delivery time is dependent on the dispatch date and the distance of the delivery destination. At busy times, we sometimes get overloaded with orders causing a backlog, however we will try our best to get all orders out on the same day that you place your order. Orders placed late on Friday or over the weekend get collected by the courier on following Monday morning, this can also increase the delivery time.
WHAT TIME WILL MY DELIVERY ARRIVE?
As with most delivery services, the couriers that will deliver your order do not have a standard or set time of the day that goods are delivered. Your order will be delivered from Monday to Friday and generally only during business hours 8am-6pm. During your checkout process, there is a special delivery instruction comment box if you have any special requests. Please note not all requests will be able to be made however we will attempt to ensure we do our very best to accommodate all special requests.
I HAVE RECEIVED MY DELIVERY CONFIRMATION BUT THE DELIVERY HAS NOT ARRIVED. WHAT SHOULD I DO?
Your order should take between 3 - 5 working days to reach you. This time frame depends on the dispatch day and the destination address. Please enter your tracking number in the portal this will advise you the status of your delivery. If your delivery has taken longer than 10 days please contact our Customer Service at firstname.lastname@example.org and the team will track your delivery for you.
REFUNDS, RETURNS AND EXCHANGES
WILL I RECEIVE A REFUND FOR PRODUCTS PURCHASED ONLINE?
If you have a copy of your Tax Invoice and have followed the product assessment procedure you may receive a refund as outlined in our Returns Policy. For more details, please refer to our Returns Policy.
CAN I EXCHANGE A PRODUCT WHICH WAS PURCHASED ONLINE?
If you wish to exchange a product, contact our Customer Service Team at email@example.com who will advise you on how to make your exchange as easy as possible.
Please note that the delivery charge will only be reimbursed to you if Liberry is at fault and that is the reason you are exchanging the product. In all other circumstances including change of mind, the delivery charges will not be reimbursed. For more information please see our Returns Policy.
HOW LONG WILL IT TAKE TO RECEIVE A REFUND FOR A PRODUCT PURCHASED ONLINE?
To arrange for a refund on your item please contact our Customer Service Team at firstname.lastname@example.org who will assist you with returning the item and processing your refund. The refund can take up to 1 – 4 business days as the item needs to be returned to our online Returns Centre before it can be assessed. For more information please see our Returns Policy.
IS THE DELIVERY FEE REFUNDABLE IF THE PRODUCT WAS PURCHASED ONLINE?
The return shipping fee is borne by the buyer. For more information please see our Returns Policy.
WHAT SHOULD I DO IF I AM EXPERIENCING A TECHNICAL ERROR?
If our website is experiencing a technical error or you are unable to proceed throughout the checkout process please contact us at email email@example.com
WHAT HAPPENS IF I CAN’T PLACE AN ORDER?
If you encounter any problems in placing your order on the site please email firstname.lastname@example.org
WHAT HAPPENS IF MY ORDERED PRODUCTS ARE OUT OF STOCK?
From time to time when we go to pick your order we may be unable to locate products on your order, should this occur we will contact you and assist in selecting a suitable replacement product, we will also assist in the delivery arrangements or have the out of stock product cancelled and refunded where a suitable product can’t be found.
IS MY PRIVACY AND PERSONAL INFORMATION SECURE?