FAQs

Customer service:

• What are your customer service hours?

Monday – Friday 8.30am- 5pm. We are closed on weekends and bank holidays.

• How do I contact customer service?

Email enquiries@librainteriors.com

Or call the office on 01223 895808

• Do you have a shop or showroom I can visit?

We have been supplying to trade for nearly 50 years, you can find your local stockist here.

Yes we do, we recently opened our new showroom at our head office in Newmarket. To book a visit call the sales team on +44 (0) 1223 895 808

Our showroom address is 339 Exning Road, Newmarket, CB8 0AT.

The opening hours of the showroom are Monday – Friday 9am – 5pm.

We also have concession stores in Fenwick department stores

Brent Cross

Brent Cross Shopping Centre, London, NG4 3FN

Canterbury

St Georges Street, Canterbury, CT1 2TB

Colchester

152 High Street, Colchester, CO1 1PN

Kingston

Wood Street, Kingston Upon Thames, KT1 1TX

Newcastle

39 Northumberland Street, Newcastle Upon Tyne, NE 17AS

Tunbridge Wells

Royal Victoria Place, Tunbridge Wells, TN1 2SR

Leekes Melksham

Beanacre Road, Melksham, Wiltshire, SN12 8AG

Delivery:

• How much does delivery cost?

Standard delivery to UK mainland – £7.95

Standard Delivery to Scottish Highland, Scottish Islands and Northern Ireland- £20

Heavy delivery (20kg & over) delivered on a pallet to your door – £50

Scottish Highland, Scottish Islands & Northern Island – £80

2 man delivery service, delivered to a room of your choice – £80

You can see our full delivery options on our delivery page.

• Do you ship outside the UK or Internationally?

We do ship internationally but shipping is quoted and paid for after you have placed the order if you do not want to pay for the cost of shipping quoted you can canel your order and receive a full refund. Prices for Europe & Rest Of World will be quoted separately with 2 working days after order, We do not Ship to the USA.

• How long does delivery take?

Standard delivery is upto 5 working days (UK mainland, Scottish Highland, Scottish Islands and Northern Ireland).

For heavy items they will be delivered within 10 working days.

• Who do you use for delivery?

Depending on the weight of the item your parcel will be delivered by DPD or by a carrier.

If your items are heavy (over 20kg) we will use our pallet carrier Freightroute who offer a ‘to your door service’. Products will arrive on a pallet which you will have to unpack.

We also offer a premium 2 man delivery option who can bring your order into a ground floor room of choice, assemble and remove all packaging.

• Do you remove packaging?

For large items delivered on a pallet, it is at the driver’s discretion that they will take away the pallet. You will have to dispose of the packaging. You must specify our premium 2 man delivery service if you need all packaging removing.

• Can I change my delivery after I place my order?

If you have placed your order in error or if your items are already on their way, you have a 14 day cooling off period, so you can return your order to us. Please read our terms and conditions for full cancelation and returns policies.

• Can I track my parcel?

If we have shipped your parcel via DPD you will receive tracking information and be able to track your parcel to your door.

For heavy items sent via our carriers, you will be notified when your order is dispatched from our warehouse and contacted on the day of delivery to arrange a delivery time.

• What do I do if my parcel does not arrive on time?

If your parcel does not arrive on time, please contact our customer services team on

+44 (0) 1223 895 808

or email Us at enquiries@LibraInteriors.com

• Can I collect from the showroom?

We currently do not offer a click and collect service so customers cannot collect from our showroom or concession stores.

• Why has my order come in two parts?

In order to provide the best possible service and timely deliveries, depending on the items you purchase we may send the separately via different carrier services.

• Do you ship internationally?

We do ship internationally. Prices for Europe and the rest of the world will be quoted separately within 48 hours.

Returns:

• What is your refund policy?

You have 14 days cooling off period from receiving your items, simply notify us by email via returns@thelibracompany.co.uk that you would like to return your product and we will refund the items.

*Subject to our terms and conditions, read all the details here.

• What if item is faulty?

Damages or discrepancies must be reported in writing to our returns help desk via returns@thelibracompany.co.uk within 14 days of receipt and faulty products must be reported within 28 days of receipt. If the product is electrical or mechanical you have 12 months to report Faulty.

• How do I arrange a return?

You must contact Libra via returns@thelibracompany.co.uk where they will issue an ID number to you. We require photographic evidence of all faults and damages before we can agree to arrange a credit or replacement order. Please state clearly if you require a replacement or refund note.

• How long do I have to return an item?

Damages or discrepancies must be reported in writing to our returns help desk via returns@thelibracompany.co.uk within 14 days of receipt and faulty products must be reported within 28 days of receipt. If the product is electrical or mechanical the customer has 12 months to report Faulty. Claims outside of these times will not be considered.

• How long will it take for my refund to be processed?

Libra will process all claims within 10 working days of return.

• How will I be refunded?

Refunds will be issues to the card that was used on the order.

• Do I have to pay for returns?

You will be responsible for paying for your own shipping costs for returning your item.

We also do not refund the initial Shipping costs of the order as they are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

We will pay the cost of return if the products are faulty or not as described.

Help:

• Can I pre order a product?

From time to time we may make selected products available for pre order and this will be clearly marked on the product pages.

• Where do I enter a promotional or voucher code?

To claim your promotional voucher enter it into the cart section of the website.

• Why does my free delivery code not work?

Free delivery codes are only available on items that are sent via standard delivery any overweight items do not qualify for free shipping.

• Do you assemble furniture items?

Some of our furniture requires assembly which is clearly stated on the product page however we do not offer an assembly service.

• Why can’t I find an item online I saw in store?

Some of our products are not on our new retail website because we have separate ranges for our trade customers. If you cannot see an item on our website please call our sales team on 01223 895800 and he will be happy to advise you of a local stockist.

Press:

• How do I request media information?

For all press enquiries please email: PressContact@thelibracompany.co.uk

• Can I use your images on my website?

All content is strictly under copyright of The Libra Company, no unauthorised use of any media from the website is allowed.

Trade:

• How do I go about making a trade enquiry?

You need to be a registered business to qualify for trade pricing, you can apply for a trade account here.