Account Registration

How do I get a new password?

Click on ‘Forgot Password’ option available on the Sign in/Register page and a link to reset your password will be mailed to your registered email id.

Can I edit my personal information?

Yes, you can edit your personal information in the "My Account" section.

Order Issues

How can I place an order?

To place an order, simply browse our website and add the desired items to your cart. Once you're ready, proceed to checkout, fill in your shipping and payment information, and confirm your order.

How can I track my order?

Once your order has been shipped, you'll receive a confirmation email containing a tracking number. You can use this tracking number to monitor the status of your delivery on our website or through the courier's website.

I'm missing an item from my order, what do I do?

We will be sending your items in separate parcels. Kindly check your emails for details.

Each delivery note will share the list of items you will receive. Please check the delivery notes from each part of your order to make sure you're not missing anything.

If any item is missing, please contact our Customer Care team with the order number and the missing item's name and details. We will resolve the issue for you as quickly as we can.

What do I do if I receive a faulty item in my order?

We want to sort out any issues with faulty items straightaway.

As soon as you discover a fault, please contact our Customer Care team with:

• The order number
• The faulty item's name and number
• A description of the fault
• An image where the fault can be seen clearly
• We'll get back to you as soon as we can.

Can I change my order after I've placed it?

We're really quick at packing your order up, which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method. However, you may be able to cancel your order and place a new one instead. You can cancel an order by logging into ‘My Account’ and viewing your recent orders. If the button next to an order says ‘Cancel’, you still have time to cancel by clicking the button. If the cancel option is not available, then it is too late to cancel the order. However, you can return any unwanted items for a refund once you’ve received your order. For more information click on our Returns and Exchange Policy.

How can I contact customer support?

You can reach our customer support team via email at Lsocare@libertyshoes.com, or by using the Contact Us form on our website. We strive to respond to all inquiries within 24 hours during weekdays.

 

Returns

Within how many days can I return the product?

"We are responsible for what we sell. If you are not completely satisfied with your purchase, you can return the items to us within 7 days of delivery to get a 100% refund if the product meets our Returns Policy (items are in their original condition, where the item is unworn and has all tags attached.)

We are unable to provide returns under following circumstances:

• Products that are damaged due to negligence and doesnt have the tags intact.
• Products that are purchased from outside India.
• Undergarments, accessories & Grooming products

The brand reserves the right to deny refund if the item does not meet its Returns Policy guidelines. We guarantee our merchandise to be free of manufacturing defects. If you receive a damaged or defective item, or your item proves to be defective in workmanship or materials within 7 Business days with normal wear (excluding stains), we will always accept the item for assessment and provide a refund if validated as faulty."

How can I raise a return request on website?

You can raise a Return Request for your item by following the steps below:

• Tap on ‘Order History’ under ‘My Orders’.
• Choose the item to be Returned.
• Enter details requested and create a return request.

Typically, returns are scheduled for pickup from the original delivery address within 2-4 business days. Please ensure your package is ready to be picked up. Securely pack your return items in their original packaging, making sure any old packing labels are removed or covered and the package is sealed.

Orders that include Undergarments, accessories & Grooming products.

If you miss your return pickup, one more attempt will be made to pick up your return package on the following business day. After the second failed attempt, the return request will be cancelled.

As soon as we receive your return, we will proceed with the returns check and validation. Once the return has been approved, we will notify you by email, and your refund will be processed within 3-5 working days. If you return is not approved, a member of our Customer Care team will get in touch with you.

 

Cancellations & Modification/Customization

Can I cancel my order after I've placed it?

Cancellation is not allowed post placing an order. In case of any critical issue requiring cancellation, please get in touch with our Customer Care team to cancel your order. If the order has not been dispatched, we will cancel it. You can return your order to us once you've received it.

 

Do you offer gift wrapping services?

Yes, we offer gift wrapping services for an additional fee. During the checkout process, you'll have the option to add gift wrapping to your order and include a personalized message.

Reward/Refund

Do you have a loyalty program or rewards system?

Yes, we have a loyalty program where you can earn points on every purchase. These points can be redeemed for discounts on future orders. You can sign up for our loyalty program on our website.

How long would it take for me to receive the refund of the returned/cancelled product?

Once you return a product, your refund will be processed in 7 - 12 working days from the date of receipt of your returned product in the store depending on the payment mode you chose.

Exchange

How can I exchange products I bought from website?

The product exchange policy is 3 days from the date of delivery. To raise an exchange, you can go to the My Account section, select the eligible product you want to return, and then select the product you want in exchange for it. In case the new product value is higher, the balance amount will be charged to the customer. In case the value of the exchanged product is lower, the difference amount will be provided as store credit, which can be used to shop in future orders.

Shipping And Delivery

When will I receive the products I have ordered?

We make our best efforts to ship each item in your order within 3 - 7 working days of the order confirmation date. However, in some cases, we may take longer, up to 21 working days, to ship the order as we may have to procure it from some other stores or our suppliers. In the unlikely event that we are not able to ship your order completely within the stipulated time, we shall inform you about the same.

What are the shipping rates for Cash on Delivery orders?

The shipping rate for Cash on Delivery is Rs. 99.

What shipping cost is associated with prepaid orders?

There is no shipping cost for prepaid orders, we offer free shipping on them.

Do you deliver products outside India?

No. At this point, We deliver products only within India.

How can I get my order delivered faster?

Sorry, currently we do not have any service available to expedite the order delivery. In future, if we are offering such service and your area pincode is serviceable, you will receive a communication from our end.

Payment

What payment methods do you accept?

We accept various payment methods including credit/debit cards (Visa, Mastercard, American Express), PayPal, and sometimes alternative methods like Apple Pay or Google Pay, depending on your location.

Are my personal and payment details secure on your website?

Absolutely. We take the security and privacy of our customers' information very seriously. Our website uses industry-standard encryption technology to ensure that your personal and payment details are protected.