1. Payment

My payment did not go through, what shall I do?

Please try again. If the error still occurs, please contact your banking institution.

Which payment methods can I use?

Currently, you can pay with credit card (Master, Visa, maestro), Visa Debit and PayPal. 

When will the payment be charged to my credit card?

Payment will be taken from your card and held as a guarantee until the product is shipped from our warehouse. We will receive the full payment only when our order has left our warehouse.

Can I purchase without VAT?

No, all prices stated on our website include the country-specific VAT.

 

Why is my preferred payment method not available?

Sorry but at the moment we only offer payments via credit card (Master, Visa, maestro), Visa Debit and PayPal but we are working on extending our payment methods.

 

Why do the price and currency change in the checkout process?

The currency you pay depends on the country that you are shipping to. If, for example, you visit our Danish website but select a delivery address in Germany, the currency will switch from Danish Krone to Euro. 

Do you offer gift cards?
Gift cards are currently not available.

2. My order

How can I cancel or change my order?
We are sorry, but due to logistical reasons, you are not able to change or cancel orders once they are submitted. If you ordered the wrong product you would need to return it according to our return policy. Read more here.

I have received an item I didn’t order.

We are sorry for the mistake. Please return the product and we will rectify the error. Read more about our return process here.

 

Does the billing and shipping address have to be the same?

No. But they both must be within the EU and can only be amongst the countries listed in the webshop checkout process.

Do I receive an invoice for my order?
An electronic invoice will be sent to you automatically via email once your order is shipped. Please keep the invoice for warranty reasons.

3. Shipping

How much does the shipping cost?

Shipping is free of charge for all purchases.

 

How long does the shipping take?

Shipping will normally take 3-5 working days, depending on the country we are shipping to. Note: During sale periods and promotions, such as Black Friday, Christmas etc. please expect the delivery time to be longer than normal.

Which countries do you ship to?

We are currently shipping to the following countries: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the UK.

 

Can I change my shipping address after placing the order?

Unfortunately, you can’t change your shipping address after you have placed your order. But of course, we are here for you if help is needed. Contact us by submitting a customer service request here.

 

How do I know my order has been shipped?

After your order has been shipped you will receive a shipment notification via email.

 

Can I track my order?

Yes. After your order has been shipped you will receive a shipment notification via email, which includes a track and trace code.

 

My shipment is lost. What can I do?

The average shipping time is 3-5 working days. However, this is only an estimate and no guarantee. If you haven’t received your order within 30 days, please contact us by submitting a customer service request here.

 

The parcel is damaged, what should I do?

Please check if the product is damaged as well. If yes, please take photographs and attach them to your customer support request here.

 

Do I need to pay customs or import fees?

No, there are no custom or import fees within the EU.

4. Returns

Is the return free of charge?

Yes. We will provide a free of charge return shipment label.

 

How does a product return work?

Check out our return policy here.

 

What is the return period?

You can return the product free of charge within 30 days after your order has been dispatched from our warehouse.

 

Can I test the product (also in-ear headphones) before I return it?

Yes, you can test the product and therefore open the original packaging. When returning make sure that the product is placed in its original packaging and that all items (e.g. chargers, cables, ear tips) are included as well.

 

I need a new return label. What shall I do?

Please submit a support request here and select the category “30-day free return”. Within 1-2 working days, you will receive an email with further instructions.

 

When will I be refunded?

As soon as we received your return, we will check the items’ condition and refund within 5-10 working days. You will be informed via email.

 

Can I return my purchased product in a physical store or retail?

No. You can only return products which were originally purchased from Libratone.com via our online return process. Read more here about or return policy.

 

Can I return a product after 30 days?

No. You can only return the product 30 days after your order has been dispatched. If you have questions, please submit a customer service request here.

5. Warranty

How long is the product warranty?

The warranty is 2 years for every product.

My product broke. How can I use my warranty?

Please submit a customer service request here and attach your invoice. Our team will get in touch with you to discuss further steps.