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COVID19 (Coronavirus) Information: 

L.K.Bennett Stores:

Our online store continues to stay open and all orders will be processed and shipped as usual with the possibility of some delays. We assure you that our teams are taking all the necessary actions to assist in reducing the impact of COVID19 (Coronavirus). 

We have been working hard to implement health and safety measures to welcome you back to our stores. 

To find your nearest store please click here

We have taken great care and consideration to reopen these stores to ensure they adhere to all government guidelines. 

With this in mind, the following safety precautions will be put in place in all stores: 

ENSURING THE SAFETY OF CUSTOMERS & STAFF:
Our teams will be equipped to ensure the safety and wellbeing of themselves and our customers. We will also be adhering to social distancing guidelines in stores 
 
LIMITING THE NUMBER OF CUSTOMERS:
There will be a capacity restriction put in place for the number of customers in-store at any one time. 
 
REDUCED STORE HOURS:
Please note our store opening hours will vary. Further details on this will be shared upon the store re-openings. 
 
SANITISING STATIONS:
We will provide hand sanitising stations in each store for customers and team members. 

The safety and wellbeing of our customers and staff are of utmost importance, and we will only re-open when it is safe to do so. 

Store opening hours will vary, please check via our store locator to check you nearest store.

Deliveries: 

We are closely following all government guidelines regarding COVID-19. As a result, and with safety as our top priority, although orders will be delivered as usual, there may be some delays.

Our delivery experts (Hermes) are taking preventative measures to ship your orders in a safe environment, from order processing, packaging and implementing revised delivery driver processes.

Online Returns: 

During the government lockdown, we extended our returns policy to 100 days for our customers in the UK. Please note that our returns policy will return to the normal 28 days for any UK and international purchases made from the 15th June  2020 onwards.

Returning In Store Purchases:

From June 15th 2020 a number of L.K.Bennett stores will re-open (please refer to message above). If you shopped with us in store prior to the government’s lockdown and have decided to return the item(s), please keep your purchase and the receipt for now until your nearest store has reopened. We will honour an additional 28 day return period in stores for all late returns. 

Refunds:

We are working hard to answer all queries and process refunds as quickly as possible. Due to this very busy time, there may be some delay in our responses, and we thank you for your continued patience and understanding.

Click & Collect Orders:

From June 15th 2020 a number of L.K.Bennett stores will re-open. Our Click & Collect service will be available in these stores only. To find out which stores have re-opened, please refer to our message above. 

Please note that due to health and safety restrictions and government guidelines, you will be unable to try on Click & Collect purchases in store. 

If you purchased an item(s) online and opted for the Click and Collect service prior or during the government lockdown, please note that we have cancelled your order (due to temporarily store closures) and you will receive an automatic refund. 

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. 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. 

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?

From June 15th 2020 a number of L.K.Bennett stores will re-open. To find out which stores have re-opened, please refer to our message above. Please contact our Customer Care team on [email protected] for any questions or advice.

Our online store will continue to stay open and all orders will be processed and shipped as usual. We assure you that our teams are taking the necessary actions to assist in reducing the impact of the Coronavirus [COVID19]. 
 

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

Our Customer Care team is available to help you with any questions or advice on [email protected] A member of the team will be available to assist you between 9am - 6pm (GMT), Monday to Friday. 

  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 a 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?

We have temporarily stopped placing orders over the phone. Please contact our Customer Care team on [email protected] for any questions and advise.

3. How can I pay for my order?

We accept Visa, Visa Electron, Visa Debit, Delta, MasterCard, PayPal, Klarna, 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 28 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 a gift card online?

Unfortunately, L.K.Bennett do not currently accept gift cards online or in store. However, gift receipts can be printed in store on request. 

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. For any further help, please contact our Customer Care team on [email protected]

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 email us on [email protected]

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

Please email us on [email protected] with your product inquiry, as there may be several reasons why an 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 email us on [email protected] with your order reference number. Our Customer Care Team is available between 9am - 6pm (GMT), Monday to Friday.
 

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?

During the government lockdown, we extended our returns policy to 100 days for our customers in the UK. Please note that our returns policy will return to the normal 28 days for any UK and international purchases made from the 15th June 2020 onwards.

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, Klarna, ApplePay or Alipay 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.

Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?
Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by L.K.Bennett and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

 Am I eligible for Pay later in 3 interest-free instalments?
To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?
Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor L.K.Bennett run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?
Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?
Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?
As soon as L.K.Bennett have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at L.K.Bennett from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by L.K.Bennett. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

What happens to my statement, when I've returned the goods?
Once L.K.Bennett has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app. I've received a statement, but I've not yet received my goods. In the event that your goods have not been received please email [email protected] to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive. 

How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days. I have asked for a refund. Please note that any online orders made via Klarna can not be returned in stores. 

How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout. I haven’t received an email with my statement/payment information. You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?
Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.