FREQUENTLY ASKED QUESTIONS

1. Do you have a showroom or store I can visit?

Unfortunately our showroom is currently only open to trade customers. However we do have concession stores in selected Fenwick department stores across the UK:

Brent Cross – Brent Cross Shopping Centre, London, NW4 3FN
Kingston – Wood Street, Kingston Upon Thames, KT1 1TX
Newcastle – 39 Northumberland Street, Newcastle Upon Tyne, NE1 7AS

2. How much does delivery cost?

• Free delivery on orders over £100*
• Standard small parcel delivery UK Mainland: £8
• Standard small parcel delivery ROI, Northern Ireland, Scottish Highlands & Islands: £25
• Heavy delivery (20kg+): £20 UK Mainland
• White Glove Service: £50 surcharge

You can view all options on our Delivery Information page.

3. Do you offer international shipping?

Yes, we do. Once your order is placed, shipping will be quoted separately within 2 working days. If you do not wish to proceed, you can cancel and receive a full refund.

Please note: We do not currently ship to the USA.

4. How long does delivery take?

• Standard delivery: Up to 5 working days (UK Mainland)
• Heavy items (20kg+): Within 10 working days

5. Who delivers my order?

• Smaller items: Delivered by DPD
• Larger or heavy items (20kg+):Delivered via our selected 1 & 2 man carriers
• White Glove: 2-Man delivery to room of choice including assembly and packaging removal

6. Will the driver remove packaging?

Only our White Glove 2-man delivery service includes full packaging removal.

7. Can I change my delivery after placing an order?

If your order has not yet been dispatched, we may be able to amend it. If it has already shipped, you are still entitled to return it within the 14 day cooling off period, subject to our Terms & Conditions.

8. Can I track my order?

• DPD deliveries: You will receive tracking information by email.
• Larger Deliveries: You will be contacted by the carrier to schedule delivery.

9. My order hasn’t arrived, what should I do?

If your delivery is delayed, please contact our customer service team on +44 (0) 1223 895 808 or email enquiries@librainteriors.com

10. Can I collect my order from the showroom?

We do not currently offer a click and collect service from the showroom or any concession store.

11. Why has my order arrived in separate deliveries?

To ensure faster delivery, we may ship items from your order separately using different couriers.

12. What is your returns policy?

You may return an item within 14 days of receipt. To initiate a return, email returns@librainteriors.com
All returns are subject to our Terms & Conditions.

13. What if my item arrives damaged or faulty?

• Damages: Must be reported within 14 days of delivery
• Faults (electrical/mechanical): Report within 28 days, or within 12 months if covered by warranty

Email returns@librainteriors.com with details and photos to arrange a credit or replacement.

14. How do I arrange a return?

Contact our returns team via email. We’ll issue a return ID and confirm next steps. Please include photos of any damage or faults and state if you’d like a refund or replacement.

15. How long does a refund take?

Refunds are processed within 10 working days of receiving the returned item.

16. How will I be refunded?

Refunds will be issued to the original payment method used.

17. Do I have to pay for the return?

• If the item is faulty or incorrect: Return shipping is covered by us.
• For change of mind returns: Return shipping costs are your responsibility. Original delivery charges are non-refundable.

18. Can I pre-order a product?

Yes, if a product is available for pre-order, this will be clearly noted on the product page.

19. Where do I enter a discount code?

Enter your promotional code in the cart section before proceeding to checkout.

20. Why isn’t my free delivery code working?

Free delivery codes apply only to standard UK delivery. Items over 20kg or requiring premium delivery are excluded.

21. Do you assemble furniture?

Some furniture requires simple assembly, as stated on the product page. We do not currently offer an in-house assembly service.

22. I saw an item in-store but can’t find it online.

Some products are exclusive to our trade catalogue. If you can’t find an item, please call us on +44 (0) 1223 895 808 and we’ll direct you to a local stockist if available.

23. How do I request press materials?

Please email all press enquiries to presscontact@librainteriors.com

24. Can I use your images on my website or social media?

All media content is the property of The Libra Company and is protected by copyright. Permission must be granted prior to use.

25. How do I enquire about a trade account?

Trade pricing is available to registered businesses. You can apply for a trade account here.