Delivery & Returns
Your Order will be dispatched using an Express DHL Service. Next-Day orders must be placed before 11 am to guarantee a next day delivery and will also be dispatched using a Next Day DHL service (Next day orders are always processed as a priority to ensure they are received the next day even though both options are sent with the same service).
Occasionally for a next day order, we will ship it using a Royal Mail Next Day service - this only happens if the courier comes to do their pick up from us earlier than usual and we cannot get the order ready in time for the courier.
If you need a Saturday delivery please call the Odiham shop on 01256 704562 before 2 pm to request this and we can manually process the charge for the difference in cost.
Please note: We cannot do shipments on Saturdays or Sundays. Any orders placed after 11 am on Fridays will NOT be sent until the following Monday. Please bear this in mind if ordering anything on a next day delivery after 11 am on a Friday afternoon.
INTERNATIONAL SHIPMENTS: Please be aware that many countries charge import duties and taxes and your order may be subject to these on arrival in your country. Please note that we have co control over these charges and we cannot predict their amount. You will be responsible for the payment of any such import duties and taxes. Please note that you can claim international duty refunds if returning an item.
We use DHL as we have found that they are the most reliable courier service, and they do not leave parcels on doorsteps. This is why the deliveries are charged at the prices they are - we do not make any profit from the shipping - we only charge what we are charged ourselves. If you would like to collect your order from either of our stores we are very happy to do this and refund the postage charge. If you would like to do this please either email us as soon as you have placed your order on firstname.lastname@example.org or call either the Odiham shop on 01256 704562 or the Devizes one on 01380 721 934.
1. Request a Returns Merchandise Authorization (RMA) number within 7 days of receiving your order by emailing email@example.com. 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 receiving 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 the 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.
16 Sidmouth Street
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 firstname.lastname@example.org.
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 UK, 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 UK 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.
Notwithstanding anything else in these terms and conditions, we reserve the right to charge you for the cost of returning items to us.