Delivery & Returns
Your Order will be dispatched using a signed for Royal Mail Service. Next Day orders must be placed before 11am to guarantee a next day delivery and will be dispatched using Royal Mail's Next Day delivery service. In the case of multiple item orders - next day delivery will be sent by UK Mail.
Please note: The Libelula office is not open on Saturday and Sunday. Any 'Next Day' orders placed before 11am on a Friday will be despatched same day but delivered 'Next Working Day' i.e. Monday. Any orders placed after 11 am on a Friday will NOT be despatched until the Monday. Please bear this in mind if ordering anything on a Friday.
1. Request a Returns Merchandise Authorization (RMA) number within 7 days of receiving your order by firstname.lastname@example.org. Please, also, complete all applicable parts of the returns/exchange form.
2. Once you received your RMA number, any items to be returned must be sent back to us at your own expense within 7 days of recieving the item. Any sum debited to us from your credit card will be re-credited to your account (minus shipping costs) as soon as possible and in any event within 30 days of your order, PROVIDED THAT the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you. Parcels that are returned to us remain the customer’s responsibility (and a refund will not be given) until they are received by us. We recommend that you send your returns by recorded post and that you retain proof of postage. Goods are returned at your own risk and expense. Refusal of delivery by the customer will also entitle Libelula to deduct any return postage costs and duties off the refund total.
4. You will be notified by email once your return has been received and processed.
Gaston Lane, South Warnborough
Please note we can only exchange items for a different size. When requesting your RMA, please specify the size you require. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new item separately.
If you have received an item as a gift, you may exchange it for a store credit to your LIBELULA account (you will need to register your details) Gifts must be returned within seven working days of initial receipt... The amount is automatically deducted from your next purchase and will be valid for one year. Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties. To arrange a return, please email email@example.com.
Receiving a refund
Your refund will either be credited to the original purchaser's credit card or LIBELULA account and will exclude shipping costs (with the exception of faulty items).
Outside the EU, customs duties and sales taxes are non-refundable through LIBELULA. However, you may be able to recover these by contacting your local customs bureau directly. Exchanges made to destinations outside of the EU will be submitted to the same customs procedures, therefore applicable for duty and tax again.
See costs for Shipping and Returns
Items must be returned within 7 days of receiving your RMA number.
Items must be returned in their original packaging (The Libelula box) to ensure they are adequately protected in transit. Boxes should also be returned in the original outer packaging in order to ensure they are protected from damage, boxes are considered part of the product, and your return may not be accepted if the box is damaged. Please note, only FULL PRICE items will be sent in one of our delicious boxes, not sale items.
Not withstanding anything else in these terms and conditions, we reserve the right to charge you for the cost of returning items to us.