I love finding new brands, e.g. Rothys shoes. These fit really nicely. I had to contact customer services as I wanted to add a liberty carrier bag to my order. They were quick to respond, helpful and... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I had run out of Emily Belle fabric Crimson and was in a rush to buy a meter of the fabric to complete the quilt. Th colour I wanted did not appear on the website so I sent a request to see if there w... See more
Company replied
Liberty certainly understand the meaning of customer service. I had a few questions about the loyalty scheme and emailed. A reply that answered all my queries, came back promptly and well explained.... See more
Company replied
Absolutey great event. Inspiring talk by Trinny, drinks, macaroons, fabulous goody bag and the icing on the cake was John giving make-up tips and showing me the best lip kit for my colouring. Thorou... See more
Company replied
Company details
Written by the company
Welcome to Liberty. Famed for its directional design, cultural collaborations and inspiring curation. Our dedicated in-house design studio is still at the core of all that we do, hand painting and creating our beautiful prints, and reworking finds from the 45,000-strong archive. A luxury destination located in the heart of London on Great Marlborough Street.
Contact info
Regent Street 210, W1B, London, United Kingdom
- customerservices@libertylondon.com
- www.libertylondon.com
4.6
Excellent
971 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 33% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The best companies get the customer service right
Have bought a few things in recent years and delivery is prompt, with a recent beauty box delivery there was a problem and one of the products had leaked over everything. Customer services were great, responsive and replaced the items.
July 22, 2026
Unprompted review
Reply from Liberty.
Thank you for your thoughtful review. We're sorry there was an issue with your Beauty Drop delivery, but we're so pleased our team could put things right quickly. It's great to know you've continued to have positive experiences with us, and your kind words about our customer service really mean a lot.
The Liberty Customer Service Team
Fast Response Polite representative
I contacted Liberty customer service late one evening and was delighted that the very same evening a response came back from Kaajal answering my question. Top marks
July 22, 2026
Unprompted review
Reply from Liberty.
Essie, thank you for your lovely review. It's great to hear Kaajal was able to respond so quickly and answer your question. We'll be sure to share your kind words with her - she'll be delighted to hear them.
The Liberty Customer Service Team
What all costumer service should be…
What all costumer service should be like. No AI, no four day response time. Orlagh resolved my query with a one day turnaround and prompt replies to my further query.
July 22, 2026
Unprompted review
Reply from Liberty.
Mahesh, thank you for taking the time to leave such a thoughtful review. We're delighted Orlagh was able to resolve your query promptly and continue supporting you with your follow-up questions. We'll be sure to share your kind words with her.
The Liberty Customer Service Team
Summer Scent Kit!
Absolutely loved my purchase of Summer Scent Kit... 12 fabulous scents! Who doesn't want smell amazing!! 😉
July 20, 2026
Unprompted review
Reply from Liberty.
Deborah, thank you for your lovely review. We're so pleased to hear you're enjoying your Summer Scent Kit and hope you have fun discovering all 12 fragrances. We hope each one brings something special.
The Liberty Customer Service Team
The customer service was excellent
The customer service was excellent. I had a few problems getting into my account & I received reassurance & good advice. Plus extreme patience!
Thank you
July 22, 2026
Unprompted review
Reply from Liberty.
Thank you for your kind review. We're so happy to hear we managed to get you back into your account so you could get back to enjoying your shopping experience. We really appreciate your lovely feedback and hope to welcome you back again soon.
The Liberty Customer Service Team
Great customer service
I had to contact the Liberty customer support as I realised, after this quarters beauty boxes had been dispatched, that mine was being sent to my old address. As I had changed my address on my Liberty account id not appreciated there was another page where I need to change address for the beauty club. As I now live 500 miles from my previous home there was no way I was able to go and collect it! Anyhow, on writing to the Liberty customer support, they were charming, speedy amd helpful- my details are all now up to date anx rfanisex another beauty boxes to be sent to my new address. Honestly couldn’t have asked for it expected a better customer experience.
July 19, 2026
Unprompted review
Reply from Liberty.
Thank you for taking the time to share your experience. We pride ourselves on providing fast, efficient and friendly service, so we're delighted to hear we ticked all the boxes for you. We're so pleased our team could get everything updated and arrange for your Beauty Drop to be sent to your new address. Thank you for your kind words, and we look forward to welcoming you back again soon.
The Liberty Customer Service Team
Exceptional service
Exceptional service. A courier lost parcel, and Liberty immediately replaced it and used another courier company to redeliver. Very happy with both product and the service.
July 23, 2026
Unprompted review
Reply from Liberty.
Susan, thank you for your lovely review. We're so pleased we could get everything sorted quickly and leave you happy with both your purchase and the service you received. We really appreciate your kind words and hope you enjoy your order.
The Liberty Customer Service Team
Excellent help and 5 ✨ support from…
Excellent help and 5 ✨ support from Liberty.
Delighted with my experience with Kylee from the Customer Service Team.
Thank you
July 19, 2026
Unprompted review
Reply from Liberty.
Thank you for your five-star review. We're so happy to hear Kylee provided the support you needed and made your experience such a positive one. We'll be sure to share your kind words with her - they'll mean a lot.
The Liberty Customer Service Team
I’ve shopped on line with liberty for…
I’ve shopped on line with liberty for years, their customer service is second to none and their advent makeup calendars are phenomenal
July 22, 2026
Unprompted review
Reply from Liberty.
Thank you for your lovely review. It's wonderful to hear you've been a loyal Liberty customer for so many years, and we're so proud to have consistently provided you with a great experience. We hope you love this year's Beauty Advent Calendar just as much, and we can't wait to welcome you back again.
The Liberty Customer Service Team
Great Customer Service
I was very impressed with my recent experience with Customer Services to resolve an issue. Molly responded to my concern and emailed me a reply in less than 24 hours. Great Customer service!
July 19, 2026
Unprompted review
Reply from Liberty.
Thank you for your lovely review. We're so pleased Molly was able to resolve your query quickly and leave such a positive impression. We'll be sure to share your kind words with her, and we really appreciate you taking the time to share your experience.
The Liberty Customer Service Team
We all know Liberty is…
We all know Liberty is lovely......absolutely lovely.
In the last few months I have received outstanding customer service; exactly as it should be....5*.
July 22, 2026
Unprompted review
Reply from Liberty.
Linda, thank you for your lovely review. Hearing that we've consistently delivered the level of service you expect over the past few months means so much to us. We'll keep working hard to make every Liberty experience a five-star one.
The Liberty Customer Service Team
Great company with fantastic customer…
Great company with fantastic customer service. They actually listen to the customer which is very rare these days. Also their summer scent edit is just fabulous and such an absolute bargain.
July 20, 2026
Unprompted review
Reply from Liberty.
Julie, thank you for your lovely review. We're so happy to hear you felt listened to by our team - that's exactly the experience we strive to provide. It's also great to know you're enjoying the Summer Scent Edit and found it such great value. We hope you enjoy every fragrance.
The Liberty Customer Service Team
True customer service!
I had a query about one of their products and I received a response promptly which was handled in a friendly and helpful manner.
July 21, 2026
Unprompted review
Reply from Liberty.
Thank you for stopping by and sharing your lovely review. We're so pleased to hear our team was able to answer your query promptly while providing the friendly and helpful service we always strive for. We really appreciate your kind words and look forward to welcoming you back to Liberty soon.
The Liberty Customer Service Team
Every time I’ve needed to contact…
Every time I’ve needed to contact customer service I’ve had the most amazing service. Dealt with promptly in a lovely friendly professional manner and every time they fixed and sorted the issue. This is why I’ll continue shopping with them. Thank you.
July 21, 2026
Unprompted review
Reply from Liberty.
Pio, thank you for stopping by and sharing your lovely review. We're so happy to hear you've consistently had such a positive experience with our customer service team. We look forward to welcoming you back again soon.
The Liberty Customer Service Team
Dylan addressed my issue effectively…
Dylan addressed my issue effectively within a short space of time
July 20, 2026
Unprompted review
Reply from Liberty.
Sarah, thank you for stopping by and sharing your positive experience. We're so pleased Dylan was able to resolve your issue quickly and make the process straightforward. We really appreciate your kind words and look forward to welcoming you back to Liberty soon.
The Liberty Customer Service Team
Great customer service from Liberty…
Great customer service from Liberty regarding a faulty necklace.
Quick to respond to my emails and to resolve. Very Happy 😊
July 21, 2026
Unprompted review
Reply from Liberty.
Charlie, thank you for your lovely review. We're really pleased we could get the issue with your necklace sorted quickly and make the process as easy as possible for you. It's great to hear you were happy with the outcome, and we look forward to welcoming you back to Liberty soon.
The Liberty Customer Service Team
Great customer service
Kam is great at supporting customers. I had an issue with a perfume bottle that wasn’t spritzing. Kam quickly responded to my email and a replacement is on its way. Thank you for dealing so promptly with my problem.
July 20, 2026
Unprompted review
Reply from Liberty.
Rhiannon, thank you for stopping by and sharing your amazing review. We're so happy to hear Kam went above and beyond to help you, and we'll be sure to share your kind words with her. We're delighted you had such a great experience and look forward to welcoming you back again soon.
The Liberty Customer Service Team
Professional and Personal communication…
Professional and Personal communication throughout customer service support. Out of all the major London stores the customer service at Liberty is highly authentic and places the customer at the forefront of its organisation.
July 20, 2026
Unprompted review
Reply from Liberty.
Thank you for your wonderful review. We're so happy to hear our team's personal approach and communication stood out to you. Putting our customers at the heart of everything we do is incredibly important to us, so your kind words really mean a lot.
The Liberty Customer Service Team
So disappointed
Disappointed with my order. I ordered the two new jellycat bunnies on Liberty’s website. When they arrived the bunnies were shoved into a tiny box. The box was comically small for the size of the two medium bunnies. The photo example on the liberty website shows the standard packaging example with multiple layers of packaging - tissue paper, bubble wrap and normal paper. My order arrived with one 20cm piece of tissue paper on the top and that was it. For the price I paid, I expect better from a well known and respected company like Liberty.
July 20, 2026
Unprompted review
Reply from Liberty.
Thank you for taking the time to share your feedback. We're very sorry to hear your order didn't arrive packaged to the standard you expected. We understand how disappointing this must have been, particularly for such a special purchase.
Your comments have been shared with the relevant team, as feedback like yours helps us improve. We hope we'll have the opportunity to provide you with a much better experience in the future.
The Liberty Customer Service Team
I needed to contact Liberty customer…
I needed to contact Liberty customer service about a delivery query. I was contacted promptly and recieved a detailed response, which was written with care and attention. I appreciated this and felt a valued customer.
July 16, 2026
Unprompted review
Reply from Liberty.
We're so pleased to hear you felt well looked after and valued as a customer. Providing thoughtful, personal service is something we really care about, so it's wonderful to know that came across in your experience.
The Liberty Customer Service Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.