- How do I use this website?
The LK Bennett website has been designed with you, the customer, in mind. Browse by category or use the search box to look for specific products. Once you have found the item, choose the correct size from the options available, add it to your shopping bag and proceed to checkout when you are ready to purchase. You can manage your account online and check the progress of your order(s) all from the account summary page. For further information please click here.
- Is it safe to shop online at www.lkbennett.com?
Yes. We use the Secure Socket Layer (SSL) encryption method; 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 if 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 Customer Services on 0844 581 5881.
- When do I have to log in?
You'll have to log in when submitting payment or personal details. This ensures your online shopping is safe and secure.
- What is my username?
Your username is your email address.
- What happens if I forget my password?
Enter your email address supplied at registration and you’ll receive an email containing instructions on how to re-set your password. For security reasons LK Bennett request you re-set your password.
- Where is my nearest store?
Please have a look at our store finder section to locate your nearest store. Alternatively, call Customer Services on 0844 581 5881.
- Do you sell gift vouchers?
At present, gift vouchers cannot be bought or redeemed online, but you can purchase and spend them in any LK Bennett store (excluding those found within department stores).
- How do I contact LK 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, please call Customer Services on 0844 581 5881 or from outside the UK +44 (0)20 7637 6731. If you need to call one of our stores, full details can be found using our store finder.
- Is the site accessible?
LK 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. Please read our accessibility guide.
- What is the difference between fabric 'Snakeskin' and 'Snake Effect (Leather)'?
The fabric description ‘Snakeskin’ in reference to shoe upper material signifies that the product is made with real snakeskin. ‘Snake Effect (Leather)’ refers to leather which has been printed with a snake texture and is therefore not real snakeskin.
- How do I place an order?
Placing an order on the LK Bennett website is easy. Once you have found the item, choose the correct size from the options available and click ‘add to bag’ – your item will be added to the mini shopping bag (found top right on the page). Once you have everything in your shopping bag, click ‘view your bag’ to continue to checkout.
Checkout is where you pay for your item(s). You will need to log in before giving any payment details as this takes you to the secure part of our website. If you have placed an order online with LK Bennett before, simply type in your email address and password to log in. If you are a new customer you will need to take a few moments to create an account – a quick and easy process to do.
- How do I work out what size I am?
We want to make sure you have a perfect fit so please browse our size guides for more information.
- How can I pay for my order?
LK Bennett accept Visa/Delta/Electron, MasterCard, Solo, Maestro, American Express or JCB. For further information regarding international orders and payment, please click here.
- Can I cancel or change an order?
Yes, providing you contact Customer Services (Monday – Friday, 9:00 – 17:30) by 16:30 on the day you place your order, quoting your order reference number, on 0844 581 5881 or from outside the UK +44 (0)20 7637 6731 or email customerservices@lkbennett.com. If you wish to cancel your order, a cancellation reference number will be issued by Customer Services as confirmation. If you do not receive this reference number, LK Bennett cannot guarantee your order has been successfully cancelled.
- Can I use gift vouchers online?
At present, gift vouchers cannot be redeemed online, but you can use them in any LK Bennett store (excluding those found within department stores).
- Can I use my LK Bennett VIP card online?
Yes. Enter your VIP card number into the ‘VIP card number’ box at registration, or on the ‘change personal details’ page which can be accessed from the account summary screen. If you are entitled to a discount this will be automatically calculated and will reduce the subtotal shopping bag value by the given amount once logged in. If you have a VIP card without a number, please call Customer Services on 0844 581 5881 who will issue you with a new card.
During the Summer Sale and Winter Sale periods, you will not be able to use your VIP card online, as a VIP card cannot be used in conjunction with any other offer. If you wish to purchase a non-sale item during the ‘sale’ period, please place your order online in the usual way and then contact Customer Services on 0844 581 5881 with your order reference number and VIP card number, and any discount can be taken off your order at this stage.
- Can I use a credit note given to me in store, online?
Not at this time, although it can be used at any of our stores.
- Can I use promotional vouchers advertised in publications online?
Yes. Enter the promotional 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 not available on sale items.
- 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 Customer Services on 0844 581 5881 or email customerservices@lkbennett.com with regards to your product query.
- 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 it hasn’t been delivered into your junk folder (check your “spam” filter settings and amend if this is the case) before calling Customer Services on 0844 581 5881.
- 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 Customer Services 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 LK Bennett 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.
- 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.
- Am I charged for the items as soon as I order them?
No, you will not be charged until the goods are despatched from our warehouse.
- Can I order from overseas?
Yes. Please click here for a list of countries we currently deliver to.
- I live in the Channel Islands - will I be charged VAT?
Yes, as the LK Bennett website is a UK based site. Please call Customer Services (Monday – Friday, 9:00 – 17:30) on 0844 581 5881, quoting your order reference number and we will be happy to refund you the VAT.
- I don't have a postcode - how do I register on your site?
If you don't have a postcode, please enter 0000 into the postcode field to allow you to continue with the registration process.
- Do I have to pay for delivery?
Yes. Delivery costs are detailed below. Find out more about delivery.
| Destination |
Delivery Charge (First Item) |
Charge Per Additional Item |
| UK, Scottish Highlands & Islands, IOM, CI & BFPO |
£7.50 |
N/A |
| Europe |
£20.00 |
£5.00 |
| Rest of World |
£30.00 |
£7.50 |
- How long will I have to wait for my order to arrive?
| Destination |
Estimated Delivery Time |
| UK, Scottish Highlands & Islands, IOM, CI & BFPO |
up to 5 working days |
| Europe |
7-10 working days |
| Rest of World |
7-10 working days |
Please see delivery information for further details.
- Why is the UK delivery charge £7.50?
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 whilst in transit and cannot be left at an address without a signature.
- 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. First check to see if your item has already been shipped. Log in to ‘your account’ and click on ‘view your full order history’. If it has left our warehouse, and you feel it’s ‘severely overdue’ please call Customer Services (Monday – Friday, 9:00 – 17:30), quoting your order reference number, on 0844 581 5881 or from outside the UK +44 (0)20 7637 6731 or email customerservices@lkbennett.com.
- 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 2nd 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.
If any other attempts are required there will be a £2.50 charge. If your parcel is returned to our warehouse and you wish it to be redelivered, there will be a £7.50 charge for this service.
- 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.
- Can I have my items delivered to more than one address in the same order?
No, you can only get them sent 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).
- 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.
- Do your stores stock all the items that are available online?
Whilst LK Bennett 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 see the collections available, then give them a call first to check they have it in stock. Alternatively, place an order online.
- Can I ring Customer Services and place my order through them?
Yes, please call Customer Services (Monday – Friday, 9:00 – 17:30) on 0844 581 5881 or from outside the UK +44 (0)20 7637 6731.
- What is your returns policy?
If you are not completely satisfied with your goods then LK Bennett offer a 28 day returns policy with a free returns service (this does not apply to international orders). This policy also applies to sale items. Please click here for information on our international returns policy.
Please note: This policy only applies to items bought online at www.lkbennett.com and does not apply to items purchased in store.
LK Bennett reserves the right to refuse to a refund or exchange if the goods returned are not in perfect condition or in the original packaging. Please click here for further information.
- How do I return an item I have purchased?
UK: Complete the returns form enclosed with your purchase, place the completed form in with your item(s) and attach the returns label provided on the delivery note to the front of your parcel. Contact City Link Customer Services and arrange, through them, a suitable time for collection. For further and more detailed information regarding making a return, please click here.
International: please click here for further information.
Please note: Any item(s) bought online cannot be returned or exchanged in a LK Bennett store. You will need to follow the procedure above.
- Do I have to pay for internaional returns?
LK Bennett does not provide a free returns service for any orders shipped outside of the UK and 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 being refunded because it is faulty or has been sent to you in error.
- How do exchanges work?
Exchanges are only avaliable for items shipped to the UK. You will need to complete the returns form enclosed with your purchase, detailing item(s) you would like to receive in exchange for item(s) purchased, and fill out any additional payment information if exchanging for item(s) of a different price. For further information regarding making a return or exchange, please click here.
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 despatched from our warehouse.
- Can I return/exchange an item bought from the website to a store?
Any item(s) bought online cannot be returned or exchanged in a LK Bennett store. You will need to complete the returns form enclosed with your purchase. For further information regarding making a return or exchange, please click here.
- 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.