text.skipToContent text.skipToNavigation

We have compiled answers to some of your most frequently asked questions below. Click one of the options below to find associated questions and answers. If you can not find the answer you are looking for, please do title="contact our Customer Service Team">contact our Customer Service Team for additional help.

  1. Is it safe to shop online at us.lkbennett.com?
  2. When do I have to log in?
  3. What is my username?
  4. What happens if I forget my password?
  5. I do not have a postcode - how do I register on your site?
  6. Is the site accessible?
  7. Where is my nearest store?
  8. Do you sell gift vouchers?
  9. How do I contact L.K.Bennett?

1. Is it safe to shop online at us.lkbennett.com?

Yes. We use the Secure Socket Layer (SSL) method, which means your details are encrypted before the information transfers from your computer to our system. You know when a page is secure because a padlock symbol shows at the bottom of the browser or the address of the web page starts with https. This method is the recognized standard for secure transactions. If you still have concerns, please call us on 866-480-9600.

2. When do I have to log in?

You only have to log in if you want to access your account information automatically. You can, however, place an order without logging in.

3. What is my username?

Your username is your email address.

4. What happens if I forget my password?

Do not worry if you forget your password, you can still access your details! Just go to the "Forgot Password" page and enter the email address you supplied at registration you will then receive an email containing a new password. For security reasons we recommend you re-set your password one you have logged in.

5. I donot have a postcode - how do I register on your site?

If you donot have a postcode, select your country first. This will load a manual address only page.

6. Is the site accessible?

L.K.Bennett is committed to meeting the requirements of the Disability Discrimination Act and makes every effort to ensure its communications are accessible to those with special needs.

7. Where is my nearest store?

Our Store Locator will help you to find your nearest store. Alternatively, you can call us on 866-480-9600.

8. Do you sell gift vouchers?

At the moment, gift vouchers cannot be bought or redeemed online, but you can purchase and spend them in any standalone L.K.Bennett store.

9. How do I contact L.K.Bennett?

If you have any general questions or inquiries, please email [email protected] or call us on 866-480-9600. Our Customer Services Team is available Monday-Friday, 9am-5.30pm EST. If you need to call one of our stores, full details can be found using our Store Locator.

  1. How do I place an order?
  2. Can I ring Customer Services and place my order through them?
  3. How can I pay for my order?
  4. Can I cancel or change my order?
  5. What happens if an item(s) is found to be out of stock after my order is placed?
  6. Can I use gift vouchers online?
  7. Can I use my L.K.Bennett VIP card online?
  8. Can I use a credit note given to me in store, online?
  9. Can I use promotional vouchers advertised in publications online?
  10. How do I know my order has been submitted successfully?
  11. How do I add to my order once I have submitted it?
  12. What is the Credit Card Security Code/Card Verification Value (CVV)?
  13. Am I charged for the items as soon as I order them?
  14. How do I work out what size I am?
  15. I can not find an item online but it is in my local store/advertised in a publication. Where can I find it?
  16. Do your stores stock all the items that are available online?
  17. What is snake-effect and croc-effect?

1. How do I place an order?

Placing an order on our website is easy. Once you have found the item you would like, choose the correct size from the options available and click "add to shopping bag" your item will then be added to your shopping bag. You can find your shopping bag at the top right on the page. Once you have finished shopping, just click on "view shopping bag" to checkout. Checkout is where you pay – payment details are taken on a secure part of our website.

2. Can I ring Customer Services and place my order through them?

Yes, please call us on 866-480-9600 and our Customer Service Team will be happy to help. The Customer Service Team are available between 9am and 5.30pm EST, Monday to Friday.

3. How can I pay for my order?

We accept Visa, MasterCard, American Express and Discover.

4. Can I cancel or change my order?

Yes, providing you contact our Customer Service Team by 4.30pm EST on the day you place your order. You will need to quote your order reference number. Simply call us on 866-480-9600 - the Customer Service Team are available between 9am and 5.30pm EST, Monday to Friday. Alternatively, you can email us at [email protected], quoting your order reference number in the email.

5. What happens if an item(s) is found to be out of stock after my order is placed?

All orders are dispatched as a single delivery so if an item is missing from your order then unfortunately it means it is not available in our warehouse. You will only be charged for items that are dispatched. If your order is for a single item, then you will not be charged for the item or the delivery. We aim to contact you as soon as possible to let you know that your order has experienced a shortage. We are also happy to help source any missing items from one of our stores at your request.

6. Can I use gift vouchers online?

At present, gift vouchers cannot be redeemed online, but you can use them in any L.K.Bennett standalone store.

7. Can I use my L.K.Bennett VIP card online?

Unfortunately the VIP card is no longer accepted online. Please contact our Customer Service Team on [email protected] who can help further.

8. Can I use a credit note given to me in store, online?

Unfortunately, we can not currently accept credit notes online, although it can be used at any of our stores (excluding concession stores).

9. Can I use promotional vouchers advertised in publications online?

Yes. Enter the code into the "promotional code" box on your basket page. The value of the promotion will automatically be deducted from your shopping bag sub-total. Promotions are not available in conjunction with any other offers. Promotions are often not available on sale items, so please check the terms and conditions supplied with the discount.

10. How do I know my order has been submitted successfully?

You will receive a confirmation email detailing items purchased and total amount spent. If, for any reason you do not receive an email, first check your junk folder to make sure it is not there before calling us on 866-480-9600.

11. How do I add to my order once I have submitted it?

If you want to add to your order you can do so without incurring additional delivery costs within 1 working day from the time the first order was submitted. Please call us on 866-480-9600 to add items to your order. A new order will be raised on our system but you will not be charged any postage and packaging. Details of your new order will be sent in an order confirmation email. Please remember that this order will not display in "Your Account" on the website, as it has been placed via Customer Services.

12. What is the Credit Card Security Code/Card Verification Value (CVV)?

The CVV is a 3 or 4 digit number embossed or imprinted on the signature panel on the back of Visa and MasterCard cards and on the front of American Express cards. This code is used to validate your purchase and as an extra security measure to ensure that you have access and/or physical possession of the credit card itself. Your order cannot be fully processed without a valid Security Code. Once your order has been processed, your Security Code will not be held on file.

13. Am I charged for the items as soon as I order them?

No, you will not be charged until the goods are dispatched from our warehouse.

14. How do I work out what size I am?

We want to make sure you have a perfect fit, so browse our size guides for more information on the fit of our clothes and shoes. If you need further information, please call us on 866-480-9600.

15. I can not find an item online but it is in my local store/advertised in a publication. Where can I find it?

First of all, check our As Seen In page to find items recently featured in the press. If it is not appearing there, please call us on 866-480-9600 or email [email protected] with your product inquiry. There may be a number of reasons why a particular item is not shown on the website.

16. Do your stores stock all the items that are available online?

While we would love to stock every item within our collection in each store, this is not always possible. Some of our stores are dedicated solely to clothing, others to shoes, with the majority of stores stocking a range of clothing, shoes and accessories. If you are looking for a particular item, please have a look at our Store Locator to find your nearest store and give them a call first to check they have it in stock. Alternatively, place an order online.

17. What is snake-effect and croc-effect?

Snake-effect and croc-effect refers to leather which has been printed with a snake or crocodile texture and is therefore not real snakeskin or crocodile skin.

  1. Do I have to pay for shipping?
  2. Why is the standard shipping charge $10?
  3. How long will I have to wait for my order to arrive?
  4. I need my item for an event, can you get it to me faster?
  5. Can I order from overseas?
  6. Can I add shipping information to my order?
  7. Can I send my order to a different address?
  8. Can I have my items delivered to more than one address in the same order?
  9. If part of my order is out of stock, do I have to pay an extra delivery charge when it is sent to me?
  10. What do I do if my order has not been delivered after the specified time?
  11. What if I am out when the courier tries to deliver my order?
  12. What if I am out when the courier tries to deliver (International orders)?

1. Do I have to pay for delivery?

Yes. Shipping costs are detailed on our Shipping Information page.

2. Why is the standard shipping charge $10?

Your order will be carefully packaged and can be delivered wherever is most convenient for you. In order to provide you with high quality service, we allow you to track your order on your Account page.

3. How long will I have to wait for my order to arrive?

This depends on the shipping service you have selected and where you are based; you can find details of delivery times on our Shipping Information page.

4. I need my item for an event, can you get it to me faster?

You can call our Customer Service Team on 866-480-9600 and they will try to speed up the dispatch of your package if at all possible.

5. Can I order from overseas?

If you would like your order shipped outside of the U.S. or Canada, you will need to visit our UK/International site where you will be able to place your order. For a list of the countries we deliver to internationally, please visit the International Delivery section of our UK/International site for a list of the countries we currently deliver to. Certain items will not be available overseas if they appear in the restrictions list on our Terms & Conditions page.

6. Can I add shipping information to my order?

If you would like to add details to your shipping information, such as a request to leave goods with a neighbor, please email [email protected] with the details and they will pass them on to the courier. Couriers will not take notice of notes left for them at the delivery address, which may result in your packages arrival being delayed.

7. Can I send my parcel to a different address?

Yes, simply enter an alternative shipping address at checkout. On the "Shipping & Gifting" screen, under "Select Your Shipping Address", click "Add New Shipping Address" and enter in the details of your new address. After validating this address and saving these changes and returning to the "Shipping & Gifting" screen, click on your new address in the dropdown menu.

8. Can I have my items delivered to more than one address in the same order?

No, we can only send them to one address. However, you can always submit multiple orders with a different address for each, but you will have to pay for delivery on each.

9. If part of my order is out of stock, do I pay an extra charge when it is shipped to me?

No, you will only be charged delivery costs once per order.

10. What do I do if my order has not been delivered after the specified time?

Late deliveries could be due to a number of reasons. The first step is to check the tracking code you received on your dispatch email. If your item has left our warehouse and you feel it is severely overdue, please call us on 866-480-9600. You will need to quote your order reference number so please make sure you have this to hand. Our Customer Service Team is available Monday - Friday, 9am-5.30pm EST. Alternatively, you can email us at [email protected], including your order number in the email.

11. What if I am out when the courier tries to deliver (UK orders)?

Our couriers will leave a card at your delivery address with instructions of how to request a second delivery. Your parcel will be held at the depot for 5 days. If you do not contact the courier within this time, your parcel will be automatically returned to our warehouse and you will be refunded.

12. What if I am out when the courier tries to deliver (International orders)?

Our couriers will leave a card at your delivery address with instructions of how to request a second delivery. Your parcel will be held at the depot for 5 days. If you do not contact the courier within this time, your parcel will be automatically returned to our warehouse and you will be refunded.

  1. What is your returns policy?
  2. How do I return an item I have purchased?
  3. How do exchanges work?
  4. Can I return/exchange an item bought from the website to a store?
  5. How long will it take for a return to show on my account?
  6. Can I return or exchange pierced earrings or hair accessories?

1. What is your returns policy?

We accept returns on full-priced items made within 30 days from receipt and on sale items within 14 days of receipt. If you are not completely satisfied with your goods simply return them to us within this time for a full refund. This policy also applies to sale items bought on us.lkbennett.com. US orders are subject to a $7.00 returns service. We reserve the right to refuse a refund if the goods are not in perfect condition or in the original packaging. Please visit our Returns & Refunds page for further information.

2. How do I return an item I have purchased?

For details of how to return your item(s) please see our Returns & Refunds page.

3. How do exchanges work?

For any exchange requested, the item returned will be refunded against your original order, and a new order will be created for the "exchange" item. You will not be charged shipping costs in this instance. Payment will not be taken against this new order until the goods are dispatched from our warehouse.

4. Can I return/exchange an item bought from the website to a store?

Our standalone stores in the US are able to process web returns. Airport stores, concessions, stores outside of the US and outlets are not able to process web returns. For further information on returning your items to one of our stores, please visit our Returns & Refunds page.

5. How long will it take for a return to show on my account?

All refunds or exchanges (when in stock) will be processed within 24 to 48 days of receiving the item at our warehouse. Please allow up 5 to 7 business days for your debit/credit card to be credited.

6. Can I return or exchange pierced earrings or hair accessories?

In compliance with health and hygiene regulations, we are unable to accept the return or exchange of any pierced earrings or hair accessories.