FAQs

GENERAL QUESTIONS

1. Is it safe to shop online at www.lkbennett.com?
2. When do I have to log in?
3. What is my username?
4. What happens if I forget my password?
5. Where is my nearest store?
6. Do you sell gift vouchers?
7. How do I contact L.K.Bennett?
8. Is the site accessible? .
9. What is snake-effect and croc-effect?
10. Which browser am I using?

ORDERING AND DELIVERY

RETURNS AND EXCHANGES

GENERAL INFORMATION

1. Is it safe to shop online at www.lkbennett.com?
Yes. We use the Secure Socket Layer (SSL) method, which means your details are encrypted before the information transfers from your computer to our system. You know when a page is secure because a padlock symbol shows at the bottom of the browser or the address of the web page starts with https. This method is the recognised standard for secure transactions. If you are still wary, please call us on 0844 581 5881.

2. When do I have to log in?
You only have to log in if you want to access your account information automatically. You can however place an order without logging in.

3. What is my username?
Your username is your email address.

4. What happens if I forget my password?
Don’t worry, you can still access your details! Just go to the Forgot Password page and enter the email address you supplied at registration - you'll then receive an email containing a new password. For security reasons we recommend you re-set your password one you have logged in.

5. Where is my nearest store?
Our store finder will help you to locate your nearest store. Alternatively, you can call us on 0844 581 5881.

6. Do you sell gift vouchers?
At the moment, gift vouchers cannot be bought or redeemed online, but you can purchase and spend them in any standalone L.K. Bennett store.

7. How do I contact L.K.Bennett?
If you have any general questions or enquiries please email us either via the form on the contact us page or at customerservices@lkbennett.com. Alternatively, you can call us on 0844 581 5881, or if you’re calling from, outside the UK dial +44 (0)20 7637 6731. Our customer services is open Monday-Friday, 9am-5.30pm GMT. If you need to call one of our stores, full details can be found using our store finder.

8. Is the site accessible?
L.K. Bennett is committed to meeting the requirements of the Disability Discrimination Act and makes every effort to ensure its communications are accessible to those with special needs.

9. What is snake-effect and croc-effect?
Snake-effect and croc-effect refers to leather which has been printed with a snake or crocodile texture and is therefore not real snakeskin or crocodile skin.

10. Which browser am I using?

ORDERING AND DELIVERY

Placing an order on our website is easy. Once you have found the item, choose the correct size from the options available and click 'add to shopping bag' – your item will then be added to your shopping bag. You can find your shopping bag at the top right on the page. Once you have finished shopping, just click on 'view shopping bag' to checkout.

Checkout is where you pay. Payment details are taken on a secure part of our website. If you have placed an order online with us before, simply type in your email address and password to log in. If you are a new customer you need to take a few moments to create an account. Alternatively, you can place your order without setting up an account. You will be given the option to sign up for an account at the end of the process.

2. How do I work out what size I am?
We want to make sure you have a perfect fit so browse our size guides for more information on the fit of our clothes and shoes. If you need further information, please call us on 0844 581 5881.

3. How can I pay for my order?
We accept Visa, Visa Electron, Visa Debit, Delta, MasterCard, Solo, Maestro, American Express or JCB. If you are making an international order, please take a look at our page on international orders and payments. For further information regarding international orders and payment.

4. Can I cancel or change my order?
Yes, providing you contact Customer Services by 16:30 on the day you place your order. You will need to quote your order reference number. Our customer services team are available Monday-Friday, 9am-5.30pm GMT on 0844 581 5881. If you’re calling from outside the UK, please dial +44 (0)20 7637 6731. Alternatively, you can email us at orders@lkbennett.com, quoting your order reference number in the email.

5. Can I add delivery information to my order?
If you would like to add details to your delivery information, such as a request to leave goods with a neighbour, please email orders@lkbennett.com with the details and they will pass them on to the courier. Couriers will not take notice of notes left for them at the delivery address, which may result in your package’s arrival being delayed.

6. What happens if an item(s) is found to be out of stock after my order is placed?
All orders are dispatched as a single delivery so if an item is missing from your order then unfortunately it means it is not available in our warehouse. You will only be charged for items that are dispatched. If your order is for a single item, then you will not be charged for the item or the delivery.

We aim to contact you as soon as possible to let you know that your order has experienced a shortage. We are also happy to help source any missing items from one of our stores at your request. Please be advised that if a store mail order is placed then the terms and conditions of sale change. All store mail orders are subject to a 14 day returns policy starting from the date you receive your goods.

7. Can I use gift vouchers online?
At present, gift vouchers cannot be redeemed online, but you can use them in any L.K. Bennett store (excluding those found within department stores and our concession stores).

8. Can I use my L.K.Bennett VIP card online?
Unfortunately the VIP card is no longer accepted online. Please contact Customer Services at customerservices@lkbennett.com who can help further.

9. Can I use a credit note given to me in store, online?
Unfortunately, we can’t currently accept credit notes online, although it can be used at any of our stores (excluding concession stores).

10. Can I use promotional vouchers advertised in publications online?
Yes. Enter the code into the 'promotional code' box on your basket page. The value of the promotion will automatically be deducted from your shopping bag sub-total. Promotions are not available in conjunction with any other offers. Promotions are often not available on sale items, so please check the terms and conditions supplied with the discount.

11. I can't seem to find an item online but it's in my local store/advertised in a publication - how can I buy this online?
There may be a number of reasons why a particular item is not shown on the website. Please call us on 0844 581 5881 or email customerservices@lkbennett.com with your product query.

12. How do I know my order has been submitted successfully?
You will receive a confirmation email detailing items purchased and total amount spent. If, for any reason you do not receive an email, first check your junk folder to make sure it isn’t in before calling us on 0844 581 5881. To ensure it doesn’t happen again, check your "spam" filter settings and amend them.

13. How do I add to my order once I have submitted it?
If you want to add to your order you can do so without incurring additional delivery costs within 1 working day from the time the first order was submitted. Please call us on 0844 581 5881 or from outside the UK +44 (0)20 7637 6731 - a new order will be raised on our system but you will not be charged any postage and packaging. Details of your new order will be sent in an order confirmation email.

Please remember that this order will not display in 'your account' on the website, as it has been placed via Customer Services. If we receive your order after the specified 1 working day your order will be treated as a new order and delivery costs will be added accordingly.

14. What is the Credit Card Security Code/Card Verification Value (CVV)?
The CVV is a 3 or 4 digit number embossed or imprinted on the signature panel on the back of Visa and MasterCard cards and on the front of American Express cards. This code is used to validate your purchase and as an extra security measure to ensure that you have access and/or physical possession of the credit card itself. Your order cannot be fully processed without a valid Security Code. Once your order has been processed, your Security Code will not be held on file.

15. Am I charged for the items as soon as I order them?
No, you will not be charged until the goods are dispatched from our warehouse.

16. Can I order from overseas?
Yes. Please visit our international deliveries section for a list of countries we currently deliver to. Certain items will not be available overseas if they appear in the exclusion list.

17. I live in the Channel Islands - will I be charged VAT?
Yes, as the L.K. Bennett website is a UK based site. Please call us on 0844 581 5881 between 9am-5.30pm GMT, Monday-Friday, quoting your order reference number and we will be happy to refund you the VAT.

18. I don't have a postcode - how do I register on your site?
If you don't have a postcode, select your country first. This will load a manual address only page.

19. Do I have to pay for delivery?
Yes. Delivery costs are detailed below. Find out more about delivery.

20. How long will I have to wait for my order to arrive?

Please see delivery information for further details.

21. Why is the UK delivery charge £4.50?
Your order will be carefully packaged and can be delivered to wherever is most convenient for you. In order to provide you with high quality, prompt service we use City Link - a 'signed for' courier service which allows you to track your order. All orders are insured by us while in transit and cannot be left at an address without a signature. We also offer a free returns service.

22. What do I do if my order hasn't been delivered after the specified time?
Late deliveries could be due to a number of reasons. The first step is to check the tracking code you received on your dispatch email.

If your item has left our warehouse and you feel it’s severely overdue, please call us on 0844 581 5881 (or from outside the UK +44 (0)20 7637 6731). You will need to quote your order reference number so please make sure you have this to hand. Our Customer Services team is available Monday - Friday, 9am-5.30pm GMT. Alternatively, you can email us at customerservices@lkbennett.com, including your order number in the email. .

23. What if I am out when the courier tries to deliver (UK only)?
Our couriers will leave a card at your delivery address with instructions of how to request a second delivery. Your parcel will be held at the depot for 5 days. If you do not contact City Link within this timescale, your parcel will be automatically returned to our warehouse.

24. Can I send my parcel to a different address?
Yes. Enter in an alternative shipping address at checkout. On the 'Delivery' screen, under 'Use an alternative address', click 'add a new one' and enter in the details of your new address. After saving these changes and returning to the 'Delivery' screen, click 'Use this address' next to your newly entered address. This will now display in the grey area.

Alternatively, continue through checkout until you reach the 'Review and place order' page and enter in an alternative delivery address at this stage.

25. Can I have my items delivered to more than one address in the same order?
No, we can only send them to one address. However, you can always do multiple orders with different addresses for each, but you will have to pay for delivery on each.

26. If part of my order is out of stock, do I have to pay an extra delivery charge when it is sent to me?
No, you will only be charged delivery costs once per order.

27. Do your stores stock all the items that are available online?
While we would love to stock every item within our collection in each store, this is not always possible. Some of our stores are dedicated solely to clothing, others to shoes, with the majority of stores stocking a range of clothing, shoes and accessories.

If you are looking for a particular item, please have a look at our store finder section to locate your nearest store and give them a call first to check they have it in stock. Alternatively, place an order online.

28. Can I ring Customer Services and place my order through them?
Yes, please call us on 0844 581 5881. We’ll be happy to help you from Monday-Friday, 9am-5.30pm GMT. If you’re calling from outside the UK, please dial +44 (0)20 7637 6731.

RETURNS & EXCHANGES

If you are not completely satisfied with your goods then we offer a 14 day returns policy with a free returns service (this does not apply to international orders). This policy also applies to sale items. Please read our international returns policy for more information about international orders. Please note: This policy only applies to items bought online at www.lkbennett.com and does not apply to items purchased in store.

We reserve the right to refuse to a refund if the goods returned are not in perfect condition or in the original packaging. Please visit our returns and refunds and page for further information.

2. How do I return an item I have purchased?
If you’re returning an item from within the UK, please complete the returns form enclosed with your purchase and place the completed form in with your item(s). Attach the returns label provided on the delivery note to the front of your parcel, and then follow the instructions for either a royal mail or a city link return. For more detailed information, visit our returns and refunds and page.

For international returns, please visit our international returns policy.

3. Can I return or exchange pierced earrings or hair accessories?
In compliance with Health & Hygiene regulations, we are unable to accept the return or exchange of any pierced earrings or hair accessories.

4. Do I have to pay for international returns?
We do not currently provide a free returns service for any orders shipped outside of the UK - any charges incurred for returning goods back to us are the responsibility of the recipient.

We will not reimburse the postal charges of returning an item, or refund the original delivery charge, unless that item is faulty or has been sent to you in error.

5. How do exchanges work?
Exchanges are only available for items shipped to the UK. For any exchange requested, the item returned will be refunded against your original order, and a new order will be created for the 'exchange' item. You will not be charged delivery costs in this instance. Payment will not be taken against this new order until the goods are dispatched from our warehouse.

6. Can I return/exchange an item bought from the website to a store?
Our standalone stores in the UK are now able to process web returns. Airport stores, concessions, stores outside of the UK and outlets are not able to process web returns. Please note that items purchased online using PayPal cannot be returned to store. For further information on returning your items to one of our stores, please visit our returns and refunds page.

7. How long will it take for a return to show on my account?
All refunds or exchanges (when in stock) will be processed within 15 days of receiving the item at our warehouse. Please allow up to 21 days for your Debit/Credit card to be credited.