FAQs
CONTACT / MY ACCOUNT
How can I contact Liberated Folk?
Please take a look at our Contact Us section for more information.
I have forgotten my password, what should I do?
If you cannot remember your password, click on the Your Account link at the very top of any page, and follow the "Forgot Your Password?" instructions.
Is my personal information kept private?
Please be assured that we consider all the information you share with us totally private and confidential. For details please read the Liberated Folk Privacy Policy.
I have a new email address, can I update this in my customer profile?
Please contact us if you need help with updating this information.
I wish to get in contact with the marketing / PR team at Liberated Folk
If you wish to get in contact with our marketing or PR team, you can contact us at Liberated Folk by email. Unfortunately, we do not have a direct phone number and can be contacted through email only.
PRODUCT QUESTIONS
How do I find a specific item?
You can look for an item by typing in the product name or code into the ‘Search’ box at the top of our website.You can also search by garment type, such as "Dress", "Jacket" or "Sweatshirt".
Can I return an item that does not fit and exchange it?
You can return an item for a full refund, but unfortunately we cannot issue exchanges for a different item. We can only exchange item(s) for the same item in a different size. You will need to place a new order through our website if you would like a different item. You will be able return your item as long as we receive the item in the sold condition, unworn and with all tags attached within 28 days.
Do you have sizing guidelines?
Yes, we have a size guide where you can find information about recommended sizes. Please note that this is a guideline only, as every child is unique.
My item is faulty, I wish to send it back for a refund.
In the unfortunate case that you have received a faulty / damaged item, please contact us so that we can sort it out.
ABOUT MY ORDER
Can I change or add anything to my order?
Unfortunately we can not change or add anything to your order after it has been placed. You will need to make a new order if you wish to purchase further items.
Can I cancel my order?
Please contact us as soon as possible. If your order has not been shipped we might be able to cancel it. However, please note that as our warehouse works continuously on shipping orders, we cannot guarantee that we will be able to cancel your order.
Can I change my order delivery address?
Please contact us as soon as possible. If your order has not been shipped we might be able to change the delivery address. However, please note that as our warehouse works continuously on shipping orders, we cannot guarantee that we will be able to change it. If you have paid with a Klarna invoice, we will not be able to change the delivery address on your order.
How will my order be packaged?
We take extra care to send your item(s) securely wrapped so your order will not be damaged during the delivery process.
How will I know that you have received my order?
We will send you a confirmation by email as soon as your order has come through in our system.
Please note that it may take up to one hour before you receive this email. This is due to the fact that the payment needs to be approved by your payment provider.
As soon as your order has been shipped, you will receive a dispatch email with your track & trace number.
I have received the wrong item, what do I do?
Please contact us directly within 7 days from receiving the item, so we can solve the issue.
I have not received all of my items, what do I do?
It could be that there is a second parcel on its way, especially with larger orders. However, always contact our customer service within 7 days from receiving the order so we can help you.
HELP WITH PLACING AN ORDER
I cannot login, what do I do?
If you cannot remember your password, click on the Account link at the top of any page or in the page footer, and follow the "Forgot Your Password?" instructions.
Do you take orders via phone / email?
In the interests of protecting your privacy, we are unfortunately unable to place orders on your behalf. We can only accept orders and payments that come through our website.
I cannot create an account?
You do not need to create an account before you place an order. When you place and pay for your first order, we will ask for your personal information, such as your address and email. After that you are automatically registered on the email address you used.
Do you ship to my country?
You can select your region by clicking on the country at the top of the page. This can be changed whilst you shop, or at the checkout.
Please note that you may be charged a customs fee / duties when you order from our website if you are based outside the European Union. If you are unsure about the rules in your country, or for more information, we recommend you contact your local customs office.
PAYMENT AND PRICES
How do I make a purchase?
Once you have found an item you wish to purchase, select the size you require and click ‘Add to Bag’. You can continue shopping and adding items to your ‘Shopping Bag’ or go straight to ‘Checkout’. Once you are happy with the items and ready to purchase, click ‘Shopping Bag’. Fill in your address information and choose how you wish to pay. Continue through to the payment process to confirm your order.
Which payment options do you offer?
You can pay with your credit or debit card. We accept Visa, Eurocard and Mastercard. Alternatively, you can pay through your Paypal account. You can also pay through Paypal as a guest using your credit / debit card. If you have an issue with the payment system, it can be a good idea to go back to your shopping basket and refresh the page. Also try deleting stored/cached memory pages from previous visits or purchase attempts. This should not be necessary, but sometimes it smooths the process if you have had difficulties.
In which currency will I be charged?
All our prices are either in Euro, GBP or US dollars depending on where you live. We are unable to charge you in any other (local) currency.
Do I have to pay a customs fee / import duties?
All US orders are now shipped on a DDP (Delivery Duties Paid basis). This means that all relevant import taxes and duties are included in the final purchase price shown on the Liberated Folk site.
As we are shipping from the European Union, please be aware that customs fees may apply when you are ordering to a country outside of the EU. Please check with your local customs office for more information.
If you have not received your order after 6-7 business days, or if you have any issues with your delivery, please contact us.
Exception: For orders to Hong Kong, China, or The Middle East, orders will take between 10-21 days to arrive when you choose Post Standard Delivery. For more information please do not hesitate to contact us.
I have a voucher / discount code that does not work, what do I do?
In case you have received a gift voucher or a discount code and it does not work, please contact our Customer Service team so we can help.
Does Liberated Folk have seasonal sales?
Liberated Folk offers seasonal sales, just keep an eye on the top of the page, and sign up to our newsletter.
The item I bought is now on sale, can you refund me?
It is very difficult for us to know if and when something will go into sale. As a result we are unable to refund the difference if an item goes down in price after you have made a purchase.
DELIVERY AND RETURNS.
Detailed shipping and returns information can be found here.
Detailed refunds information is here.
Note: If you have a question that is not answered on our site you can email us at info@liberatedfolk.com
