FAQ – LIQD LTD

FAQ

Frequently Asked Questions (FAQ)

Below you will find answers to common questions about shopping with LIQD LTD. If you don’t see your question here, please feel free to reach out to us at support-as@lk917.com or call +44 7906 813621, and we’ll be happy to help.

1. Orders & Account

Q1: Do I need to create an account to place an order?
A: No, creating an account is optional. You can check out as a guest by providing your shipping and billing details at checkout. However, registering for an account allows you to:

Save your shipping addresses for faster checkout
View your order history and track open orders
Receive order status notifications more easily

Q2: How can I track my order once it’s placed?
A: After your order ships, you’ll receive a shipment-confirmation email with a tracking number and a link to the carrier’s tracking page. If your order is split into multiple packages, you may receive separate tracking links. If you did not receive a tracking email, please contact us at support-as@lk917.com so we can help.

Q3: Can I cancel or modify my order after it’s placed?
A: If your order has not yet shipped, you may cancel or modify it by contacting us immediately. We process orders quickly, so please reach out within 1–2 hours of placing your order to allow time for changes. Once your order has shipped, you will need to follow our Return & Refund Policy to return or exchange items.

2. Shipping & Delivery

Q4: How long does it take for my order to ship?
A: We process orders within 1–2 business days (Monday–Friday) after payment confirmation. During peak periods (holidays, special sales), processing may take up to 3 business days. You will receive an email notification once your order leaves our warehouse.

Q5: Do you ship internationally? What are the shipping rates?
A: Yes, we ship to most destinations worldwide. Our standard shipping rates are:

United Kingdom (Domestic): FREE
Europe: £15 flat rate (orders over £190 merchandise subtotal qualify for free shipping)
International (Outside UK & Europe): £22 flat rate (orders over £269 merchandise subtotal qualify for free shipping)

Please note that “merchandise subtotal” refers to the total cost of items (including VAT) before shipping fees. Additional customs duties or import taxes may apply in your destination country—those fees are the customer’s responsibility.

Q6: What if my package is delayed or lost in transit?
A: Delivery estimates begin when the carrier scans your package; transit times are not guaranteed. If your package has been delayed, please allow up to the maximum delivery window (detailed in our Shipping Policy). If tracking shows “delivered” but you haven’t received your package, contact the carrier first. If it is confirmed lost or stolen, reach out to us at support-as@lk917.com, and we will work with you to find a solution.

3. Returns & Exchanges

Q7: What is your return and exchange window?
A: You have 30 calendar days from the date you receive your order to request a return or exchange, provided items meet our eligibility criteria (unused, in original condition, with tags and packaging). After 30 days, returns and exchanges may be denied or subject to additional shipping charges—please contact us if you need an exception.

Q8: How do I start a return or exchange?
A: To begin the process, email support-as@lk917.com or call +44 7906 813621 within 30 days of receiving your order. Provide:

Your order number and date of purchase
The specific item(s) you want to return or exchange
The reason for the return/exchange (for example, “size didn’t fit,” “color doesn’t match,” or “defective”)
If the item is damaged or defective, attach clear photos or video

Once we review and approve your request (within 1–3 business days), we’ll send you instructions and, if applicable, a prepaid return label.

Q9: Who pays for return shipping?
A: It depends on why you’re returning:

Defective or Incorrect Items: We cover return shipping and any additional shipping charges.
Customer-Initiated Returns (Changed Mind, Wrong Size/Color): You pay for return shipping; that cost will be deducted from your refund. We recommend using a trackable, insured service to protect your package.

Q10: How and when will I be refunded?
A: After we receive and inspect your returned item(s) (typically 3–5 business days), we will process a refund to your original payment method within another 3–5 business days. It may take an additional 5–10 business days for your payment provider to post the funds. If you do not receive your refund after 15 business days, please let us know.

4. Product & Care

Q11: Are your products machine washable? How do I care for my textiles?
A: Most of our textiles (throws, cushion covers) are machine washable on a gentle cycle with cold water. For best results:

Wash inside a laundry bag or pillowcase to prevent snagging
Tumble dry on low heat or air-dry flat to preserve shape and color
Avoid bleach or harsh detergents; use mild, color-safe soap
For woven baskets or rope bins, spot-clean with a damp cloth and mild detergent; allow them to air-dry completely before reuse to prevent mildew.

Q12: Do you offer gift wrapping or personalized message cards?
A: At this time, we do not offer gift wrapping. However, if you would like to include a handwritten note, you can specify your message in the “Order Notes” section at checkout, and we’ll include it on a plain notecard. Please keep messages brief (no more than 150 characters).

5. Payments & Promotions

Q13: What payment methods do you accept?
A: We accept all major credit/debit cards (Visa, Mastercard, American Express), PayPal, and Shopify Payments. Payment is captured at the time you place your order. If your card is declined, we will notify you, and you may need to choose a different payment method.

Q14: How do I apply a promotional code or discount?
A: On the checkout page, you’ll see a field labeled “Discount Code.” Enter your code exactly as provided (case-sensitive) and click “Apply.” The discount will be reflected in your order summary before you complete payment. Promotional codes cannot be applied after your order is placed.

Q15: Can I use multiple discount codes?
A: Only one discount code may be applied per order. If you have multiple codes, you will need to choose which one to use at checkout.

6. Wholesale & Custom Orders

Q16: Do you offer wholesale pricing or bulk discounts?
A: Yes. If you are interested in purchasing larger quantities (for resale or corporate gifting), please email support-as@lk917.com with:

Company or organization name
Products and approximate quantities you need
Your expected timeline and destination(s)
Any customization or private-label requests

Our wholesale team will review your inquiry and respond within two business days with pricing, minimums, and lead times.

Q17: Can I request custom designs or bespoke products?
A: We occasionally work on select custom design projects, depending on feasibility and order volume. To inquire, send your specifications (e.g., custom color, size, logo application) to support-as@lk917.com. Please include reference images, quantity needed, and deadline. We will evaluate lead times, costs, and production requirements, then provide a proposal if we can accommodate your request.

7. Warranty & Quality

Q18: Do you offer a warranty on your products?
A: We stand behind the quality of our merchandise. If an item has a manufacturing defect within 12 months of purchase, we will either repair it, replace it, or issue a full refund at our discretion. Defects resulting from improper use, normal wear and tear, or unauthorized alterations are not covered. To initiate a warranty claim, email support-as@lk917.com with photos or video evidence of the defect and your original order number.

Q19: What if my item arrives damaged?
A: Please inspect your package immediately upon receipt. If you find any damage—either to the packaging or the product itself—contact us within 7 days of delivery with clear photos or video. We will arrange a return and send you a replacement or issue a full refund, including any original and return shipping fees.

8. Privacy & Security

Q20: How do you protect my personal information?
A: We take data protection seriously. All sensitive information (payment details, addresses) is encrypted using industry-standard SSL technology. We do not store full credit card numbers on our servers. For more information, see our Privacy Policy at www.lk917.com/privacy. If you have any privacy-related concerns, contact us at support-as@lk917.com.