FAQs
How do I track my order?
You will receive an email upon dispatch which includes a link to track your order. Please be aware that there may be a delay between this email and your order being available for tracking.
You can also use our online chat system to check your order status.
When can I expect my order?
Our couriers are working hard to ensure that all orders are delivered on time. Please check your tracking link for regular updates on your delivery.
You can also use our online chat system to check your order status.
How do I complete a Return?Please click here for our returns form
I have completed a return, when can I expect to hear from you?If you do not receive an update from us within 3-5 working days of the delivery date to our warehouse, please get in touch and advise the following:
- Your order number.
- Your return reference number. (This is given to you when you submit your return)
- Tracking Reference (This only applies if you have arranged the shipment yourself)
I need a replacement part, what should I do?
We wish we could replace all lost pieces and parts for our products, but unfortunately, we’re not able to stock each and every piece. Because of the way many of our products are made some parts and pieces are not interchangeable from one product to another. If you’re missing a piece or received a damaged part, please email customerservices@libertyhousetoys.com and we will do our very best to help you.
We’ll need some information about the product so if you are contacting our team by email please include a picture of the damage/ fault and your order number.
If you are using our return form please include your order number and as much information about the issue as possible.
I bought your product on another website is there anything you can do?Depending on the platform you have purchased from we might be able to help. Please contact our customer service team and they will let you know if we can help or not. For most purchases on other websites, as you purchased the item from that retailer specifically you are contracted with them.
How do I share photos of your products?We love seeing you enjoy and use our products. You can share your images on Facebook, Instagram and Twitter by tagging @Libertyhousetoys or by using the hashtag #libertyhousetoys
SHIPPING AND DELIVERY
My parcel is shown as having been delivered but I have not received it.Contact our customer service team on customerservices@libertyhousetoys.com please include your order number and tracking number and our team will investigate this for you.
If your order has already been despatched, you can follow your tracking link and the carrier will provide options for you to alter your delivery if you won’t be home.
What if the delivery date has passed and I still don’t have my order?Please contact our customer service team on customerservices@libertyhousetoys.com please include your order number and our team will look into this for you.
I’ve made a mistake on my address what do I do?If your order has already been despatched you can follow your tracking link and the carrier will provide options for you to change details on your order. If your order hasn’t been despatched please contact our customer service team on customerservices@libertyhousetoys.com please include your order number.
My order is missing a piece, what can be done?We are sorry to hear this, please email our customer services team on customerservices@libertyhousetoys.com. Please provide your full name and order number.
Can anyone use your images in their publications and websites?Once you are a registered trade account with us you can access trade specific images in our trade resource area. If you are not trade and want to use our images please email us at enquiries@libertyhousetoys.com.
STOCK
The product I want is out of stock, what can I do?You can sign up to our back in stock emails. As soon as the item is back in stock you will get an email to notify you. To sign up for back in stock emails, visit the page of the product you want and there will be a box for you to enter your email.
Alternatively, please email our team at customerservices@libertyhousetoys.com and they will look at what they can do for you.
CUSTOMER SERVICES
What is the best way to get in touch with Customer Service?You can contact our customer service on customerservices@libertyhousetoys.com. Our customer service team will investigate your query and be in touch as promptly as possible. Our team aims for within 24 hours and 48 hours during peak times (October to December).
Our team is available Monday- Friday 8:45am – 5:15pm
Excluding public bank holidays.
You can reach our Customer Service Team on 0330 111 6938
How can I see your catalogue?You can view our catalogue of products here.
Can I sign up to receive emails from Liberty House Toys?
We send out emails with the latest products, special offers, deals and discounts. At the bottom of the home page you can put your email in and subscribe! All offers and promotions have terms and conditions which you can view here.
How do I unsubscribe from Liberty House Toys?There is an unsubscribe link on all of our email promotions. Alternatively you can email enquiries@libertyhousetoys.com and our team will remove you from our mailing list.
I have a marketing/ sales proposal or business enquiry who do I contact?Please email enquiries@libertyhousetoys.com and this will be sent to the relevant department.