Copy of FAQ
Do you have a sizing chart?
Our sizing chart can be accessed via FIND YOUR TRUE FIT in every product description.
Do you have a store?
We have a wonderful studio based in Los Angeles that houses our Atelier, Creative Team, and Business Team where we do on occasion host in-person appointments. In-person studio visits are by appointment only when available. We very much understand that seeing pieces up close and personal is vital and that you may have questions which is why we have an extraordinary team ready and waiting to answer any questions you may have.
Where are Libertine products made?
All Libertine products are hand finished in the USA.
What do all of the different product categories mean?
Coming soon - please reach out to us at firstname.lastname@example.org
I'm having problems placing an order. What can I do?
We recommend that you first check to make sure all of your billing information is the same as it appears on your credit card statement as this can prohibit orders from processing. If you continue to experience problems email us at email@example.com or call our studio at +1 323 848-4918 anytime from 8:30 AM - 4:30 PM PST.
Is there sales tax applied to my order?
Sales tax will be applied to all orders shipping to addresses in California and New York.
What forms of payment can I use?
We accept Visa, MasterCard, American Express, Discover, and PayPal. We have also partnered with Affirm to offer payment plans.
Can I use multiple methods of payment?
We do accept multiple forms of payment but we will need to assist with this so please contact us at +1 323 848-4918 or email us at firstname.lastname@example.org to help process your order.
Do you ship internationally?
We ship internationally via DHL. You will be responsible for all duties and taxes which are calculated at your destination country's discretion. Your Duty and Tax bill will come to you directly from DHL after your order is shipped.
How do I determine the shipping charges on my order?
Rates are calculated based on destination, delivery speed, and weight of the package at checkout. To view shipping costs please add items to your cart and proceed to checkout. Shipping will then be calculated automatically.
How do I know if my order was successfully placed?
As soon as your order is submitted, a receipt page will display with your order confirmation number. An email confirmation will also be sent to the email address that you specified on your order. You should receive this email immediately after placing your order.
What is the processing time of an order?
We are a small team and we try to get to every order as quickly as possible Monday - Friday. The processing time of the order also depends on the type of item ordered. Please refer to our Product Categories. If you need your item by a specific date please reach out to Customer Service at +1 323 848-4918 or email@example.com
How do I cancel or change my order?
We will need to assist you in regards to canceling or changing your order. Please contact us at firstname.lastname@example.org as soon as you realize you would like to change or cancel your order. We will do our very best to get back to you as quickly as possible.
How will I know that my order has shipped?
As soon as your order ships, we will send an email confirming the shipment. This email will provide you the tracking information for your package.
Is a signature required upon delivery of my order?
For security reasons, an adult signature is required upon delivery. If you will be unavailable to sign for your package, please contact us at +1 323 848-4918 or email us at email@example.com.
I can't find an item I am looking for. What should I do?
Use our onsite search box located in the top menu bar. Simply type either the style name or keyword and click on the return key. All of the styles that match the keyword you entered should pop up. If you continue to have difficulties finding a particular item, contact us at firstname.lastname@example.org and we will be happy to assist.
How can I buy a product that is no longer available?
Please reach out to us at email@example.com with your inquiry. We can sometimes make a piece to order or alternatively suggest something similar.
Do you accept special orders?
Yes, we do accept special order requests on a case by case basis. If you have a special order request or questions about any specific items you would like to purchase, contact us at firstname.lastname@example.org.
How do I return something I ordered?
To read our returns policy click here.
How will I know when Libertine has received my return package?
We recommend that you keep the tracking number on your return label so you can efficiently track the location of your package. Please note that returns are processed approximately 5-7 days after your return is received by our Studio.
Once I return my online purchase, when will I see my credit?
We will process your refund within 5-7 business days once we receive your returned piece(s). You will receive a credit in the form of the original payment used. The form of payment used affects the credit time and varies from payment to payment. Please call us at +1 323 848-4918 or email us at email@example.com if you are not seeing the credit you believe should be there.
How can I request a repair for my Libertine piece?
Please contact us at firstname.lastname@example.org for a repair consultation.