Returns and Complaints

Need to return something or report a defect? Fill in the form at the bottom of this page. We will get back to you within two working days.

Which one is mine?

  • Return within 14 days: the piece was not for you, you changed your mind, or the size was wrong. You do not need to give a reason.
  • Defect claim: the piece is damaged, does not work, or a defect appeared while you were wearing it. Photographs sent by e-mail help.

If you are not sure, pick whichever fits better. We will work out which it is for you.

What to have ready

  • Order number, you will find it in the confirmation e-mail.
  • The e-mail you used for the order.
  • For refunds, your IBAN, if you paid by anything other than card.
  • For claims, photographs of the defect, send those to info@theliberty.store, a reply to our confirmation is fine.

How to send the goods back

You can return the parcel through any Packeta pick-up point or Z-BOX. Nothing to print, our return code is enough:

The Liberty return code
96342328

  1. Pack the goods so that they are not damaged in transit, ideally in the original packaging. Enclose proof of purchase, or at least the order number.
  2. Enter the return code 96342328 in the Packeta app, or give it to the staff at the pick-up point.
  3. Hand the parcel in at the pick-up point. To use a Z-BOX, first convert our eight-digit code to a nine-digit one in the Packeta app, a Z-BOX only takes nine-digit codes.

Returns through Packeta work for parcels that were originally delivered by Packeta. You can of course also send the goods to our address another way.

What happens next

  1. We confirm your request by e-mail. For a claim you will receive written confirmation that the defect has been reported, with the deadline for remedying it.
  2. We settle a claim within 30 days at the latest from when it was made.
  3. On withdrawal from the contract we refund your money within 14 days of the notice reaching us, by the same method you paid with.

Good to know

  • The form is just the easier route, an e-mail is just as valid to info@theliberty.store, as is a letter to our address.
  • When withdrawing within 14 days you do not have to give a reason. Telling us helps us improve, but it is not a condition.
  • The right of withdrawal does not apply to goods in protective packaging opened for reasons of hygiene (earrings). A bracelet or necklace you assemble in the shop's workshop can be returned like any other goods. Details are in the information on withdrawal from contract.
  • Natural oxidation of silver, normal wear and natural variation in semi-precious stones are not defects, see the terms and conditions, article 8.

Form

For a claim, please also tell us when the defect appeared. Send photographs of the defect to info@theliberty.store, we will also ask for them in our reply.