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We've compiled answers to some of your most frequently asked questions below. Click one of the options below to find associated questions and answers. If you can't find the answer you're looking for, please do contact our Customer Care Team for further help.

  1. Is it safe to shop online at lkbennett.com?
  2. When do I have to log in?
  3. What is my username?
  4. What happens if I forget my password?
  5. I do not have a postcode - how do I register on the site?
  6. Is the site accessible?
  7. Where is my nearest store?
  8. Do you sell gift vouchers?
  9. How do I contact L.K.Bennett?

1. Is it safe to shop online at 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 +44 (0)333 577 9900.

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?

Do not worry if you forget your password, you can still access your details! Just go to the "Forgot Password" page and enter the email address you supplied at registration you will then receive an email containing a new password. For security reasons we recommend you re-set your password one you have logged in.

5. 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.

6. 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.

7. Where is my nearest store?

Our Store Locator will help you to find your nearest store. Alternatively, you can call us on +44 (0)333 577 9900.

8. Do you sell gift vouchers?

Gift cards can be bought online and in any L.K.Bennett standalone store. Gift cards are not redeemable online; they can only be spent in any standalone L.K.Bennett store.

9. How do I contact L.K.Bennett?

If you have any general questions or enquiries, please email [email protected] or call us on +44 (0)333 577 9900. Customer Services are available Monday to Friday, 8am - 8pm GMT and Saturday and Sunday, 10am - 5pm. If you need to call one of our stores, full details can be found using our store locator.

  1. How do I place an order?
  2. Can I place my order over the phone with the Customer Care Team?
  3. How can I pay for my order?
  4. Can I cancel or change my order?
  5. What happens if an item(s) is found to be out of stock after my order has been placed?
  6. Can I use my gift card online?
  7. Can I use promotional vouchers advertised in publications online?
  8. How do I know my order has been submitted successfully?
  9. How do I add to my order once I have submitted it?
  10. What is the Card Verification Value (CVV)?
  11. Am I charged for the items as soon as I order them?
  12. How do I work out what size I am?
  13. Why can't I find an item online that's in my local store/advertised in a publication?
  14. Do your stores stock all the items that are available online?
  15. What is snake-effect and croc-effect?

1. How do I place an order?

Placing an order on our website is easy. Once you have found the item you'd like, 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

2. Can I place my order over the phone with the Customer Care Team?

Yes, please call us on +44 (0)333 577 9900 and our Customer Care Team will be happy to help. The Customer Care Team are available between 8am - 8pm GMT, Monday to Friday and 10am to 5pm GMT, Saturday and Sunday.

3. How can I pay for my order?

We accept Visa, Visa Electron, Visa Debit, Delta, MasterCard, Solo, American Express and JCB.

4. Can I cancel or amend my order?

Unfortunately, we are unable to cancel or amend orders once they have been placed. However, UK customers are able to use our free returns service within 14 days of receiving your order.

5. What happens if an item(s) is found to be out of stock after my order has been 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.

6. Can I use my gift card online?

Gift cards can be bought on the L.K.Bennett website but cannot be redeemed online. They can be used in any L.K.Bennett standalone store.

7. 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.

8. 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, check your junk folder to make sure it isn't there before calling us on +44 (0)333 577 9900 if necessary.

9. How do I add to my order once I have submitted it?

Unfortunately we are unable to add items to an order once it has been placed.

10. What is the 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.

11. Am I charged for the items as soon as I order them?

No, you will not be charged until the goods have been dispatched from our warehouse.

12. 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 +44 (0)333 577 9900.

13. Why can't I find an item online that's in my local store/advertised in a publication?

First of all, check our As Seen In page to find items recently featured in the press. If it isn't appearing there, please call us on +44 (0)333 577 9900 or email [email protected] with your product inquiry, as there may be a number of reasons why a particular item is not shown on the website.

14. Do your stores stock all the items that are available online?

Whilst 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 locator to find your nearest store and give them a call first to check they have it in stock. Alternatively, place an order online.

15. What is snake-effect and croc-effect?

Snake-effect and croc-effect refers to leather printed with a snake or crocodile texture and is therefore not real snakeskin or crocodile skin.

  1. Do I have to pay for delivery?
  2. Why is the UK delivery charge £4.95?
  3. How long will I have to wait for my order to arrive?
  4. Can I order from overseas?
  5. Can I add delivery information to my order?
  6. Can I send my order to a different address?
  7. Can I have my items delivered to more than one address in the same order?
  8. If part of my order is out of stock, do I have to pay an extra delivery charge when it is sent to me?
  9. What do I do if my order hasn't been delivered after the specified time?
  10. What if I am out when the courier tries to deliver my order - UK?
  11. What if I am out when the courier tries to deliver my order - International?

1. Do I have to pay for delivery?

Yes. Delivery costs are detailed on our Delivery page.

2. Why is the UK delivery charge £4.95?

Your order will be carefully packaged and can be delivered wherever is most convenient for you. In order to provide you with a high quality, prompt service we use 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. We also offer a free returns service.

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

This depends on the delivery service you have selected and where you are based; you can find details of delivery times on our Delivery page.

4. Can I order from overseas?

Yes. Please see the international delivery section on our Delivery page for a list of the countries we currently ship to. Certain items will not be available overseas if they appear on the restrictions list on our Terms & Conditions page.

5. Can I add delivery information to my order?

If you would like to add details to your shipping information, such as a request to leave goods with a neighbour, please email [email protected] 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. Can I send my order to a different address?

Yes, simply enter 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.

7. 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 submit multiple orders with a different address for each, but you will have to pay the delivery fee for each order.

8. If part of my order is out of stock, do I pay an extra delivery charge when it is delivered to me?

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.

9. 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 +44 (0)333 577 9900. You will need to quote your order reference number so please make sure you have this to hand. Our Customer Care Team is available Monday - Friday, 9am-5.30pm GMT. Alternatively, you can email us at [email protected], including your order number in the email.

10. What if I am out when the courier tries to deliver my order - UK?

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 the courier within this time, your parcel will be automatically returned to our warehouse and you will be refunded.

11. What if I am out when the courier tries to deliver my order - International?

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 the courier within this time, your parcel will be automatically returned to our warehouse and you will be refunded.

  1. What is your returns policy?
  2. Do I have to pay for international returns?
  3. How do I return an item I have purchased?
  4. How do exchanges work?
  5. Can I return/exchange an item bought from the website to one of your stores?
  6. How long will it take for a return to show on my account?

1. What is your returns policy?

We offer a 28 day returns policy, if you are not completely satisfied with your goods simply return them to us within this time for a refund. This policy also applies to sale items bought on lkbennett.com. UK orders are subject to a free returns service. This does not apply to international orders. We reserve the right to refuse to refund if the goods are not in perfect condition or in the original packaging. Please visit our Returns & Refunds page for further information.

2. Do I have to pay for international returns?

We do not currently provide a free returns service for 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 incurred returning an item, or refund the original delivery charge, unless the item is faulty or has been sent to you in error.

3. How do I return an item I have purchased?

For details of how to return your item(s) please see our Returns & Refunds page.

4. Do you offer exchanges?

Unfortunately, we do not offer exchanges on online purchases. UK customers are able to return items to our standalone stores for an exchange.

5. Can I return an item bought from the website to one of your stores?

Our standalone stores in the UK are able to process web returns. Airport stores, concessions, and stores outside of the UK 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 our Returns & Refunds page.

6. 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 14 days for your debit/credit card to be credited.