Shipping and Returns
Shipping
Standard shipping is always free. Delivery time is typically 6–9 calendar days. We recommend budgeting a couple more days to account for carrier delays.
Once an order has shipped, it cannot be canceled or edited. If your order has already been processed, you'll be covered under our Return Policy (detailed below).
Liberty New York currently ships within Canada and the United States, including non-contiguous states. Unfortunately we are not able to ship to Guam, APO, FPO, or DPO addresses at this time.
Shipping for Made-to-Order Items
Standard shipping is always free. All made-to-order shipments above $100 require a signature upon delivery. Items marked as "Made to Order" will arrive within the lead time stated on the relevant product page. Please note, these items may be subject to a restocking fee if returned.
Shipping for Furniture
Select furniture items will be delivered via our free white glove service, which includes placement in your room of choice, assembly, and removal of all packing materials. Our team of delivery professionals will ensure that your new piece is safely in your home, exactly where you want it, at no extra cost.
Once your furniture order has shipped from one of our factories, you'll receive an email with tracking information and detailed instructions on your upcoming delivery. You'll also receive an email and phone call from our white glove carrier asking you to schedule a date and 4-hour delivery window. On the day of delivery, you'll receive a phone call from our carrier when they are 30 minutes away from the delivery address. Once they arrive, they will bring your order into your home, place it in your location of choice, complete any necessary assembly, and remove all packaging.
Please note that our white glove service includes only one delivery attempt. For each additional attempt, Liberty New York will charge a fee of 15% of the total order value. We recommend measuring carefully before ordering to ensure that the item you've selected will fit through all doorways, hallways, and elevators.
Because many of our furniture items are custom made and hand-finished by our team of expert craftspeople, they operate on slightly longer lead times than the rest of our products. Please refer to the product page of the item you're interested in for the most up-to-date lead times.
Returns
What's Your Return Policy?
Items may be returned for a full refund or exchange within 365 days of the delivery date, provided the following requirements are met:
- All original packaging, including all tags or boxes, must be included with the return.
- All items must be returned unworn, unwashed, undamaged, and unaltered. We may request photo submission of the items requested for return to validate their condition prior to accepting the return.
- Your original form of payment's refund policy must allow for a return within the same time period. In instances where your payment method does not allow for a refund 365 days post transaction, you will be refunded to store credit instead.
- PayPal's refund policy covers 180 days. If you used PayPal and the return is processed after 180 days, the refund will be in the form of store credit.
- Klarna's refund policy covers 180 days. If you used Klarna and the return is processed after 180 days, the refund will be in the form of store credit.
- Afterpay's refund policy covers 120 days. If you used Afterpay and the return is processed after 120 days, the refund will be in the form of store credit.
- The return policy stated during purchase is the one that applies to your order.
Exceptions
- Final sale promotions are not eligible for returns, refunds (including store credit), exchanges, or replacements.
- Customized and limited edition items are considered final sale and are not returnable.
- Made-to-order items (excluding furniture) are subject to a $35 restocking fee for storage and handling.
- Furniture is eligible for return within 30 days of delivery for stocked items and 7 days for made-to-order items. To initiate a return, please contact us. Returns must be in new, unused condition and are subject to a 15% restocking fee. Returns due to delivery constraints—such as items that do not fit through doorways, hallways, stairwells, or elevators—are also subject to a 15% restocking fee. Cancellations made more than 24 hours after ordering are subject to a 15% restocking fee. We recommend reviewing our Furniture Measuring Guide to confirm your space can accommodate the item prior to delivery.
- All items customized with a logo or private label are final sale and may not be returned or replaced.
- We reserve the right to waive return rights for customers who exhibit abuse of our policies.
Refund Process
- Store Credit: Choosing store credit? We'll process your refund as soon as the carrier receives and weighs your return. This typically takes up to 5 business days.
- Original Form of Payment: If you prefer a refund to your original payment method, it will be processed once your return is received and restocked at our warehouse. This can take an additional 15 business days.
You'll receive an email confirmation once your refund or exchange is finalized. Please note, once you receive the refund notification, it may take a few days to appear on your credit card.
If we do not receive the return, or if the return was sent using your own shipping label, we are unable to process a refund or exchange unless you are able to provide proof of shipment and receipt through the label's tracking numbers. In cases where we have not received a returned order, if tracking information does not show the item as sent, we will ask that you file a claim with the carrier for a lost package before we can process a refund or exchange.
How Do I Start a Return?
To create a return, please log in to your Liberty New York account. If you don't have an account, you can create one with the same email address used for your order.
Once logged in, go to My Orders on the top navigation bar, which takes you to My Orders & Returns. Scroll to the order you would like to return or replace and click Start a Return. If using a mobile device, click the item you wish to return, then select Return or Replace Items.
Once your return request is submitted, you will receive a confirmation email with a prepaid shipping label to use when dropping off your return. You can also access your return label on your My Orders & Returns page under the order being returned.
How Can I Use Store Credit?
The fastest way to receive a refund is to refund items to store credit. Your store credit will be stored on the account associated with your order.
- Check your balance: Log in to your account and click My Store Credit.
- Use your credit: Make sure you are logged into your account. You will be asked if you would like to apply your store credit during the payment step of checkout.
Store credit can't be used with Express Pay options (Shop Pay, Apple Pay, PayPal, etc.) and is not visible unless you are logged in. Refunds to store credit are non-reversible and cannot be converted into cash or refunds to the original form of payment.
Warranty
We stand behind the quality of our products and offer a limited warranty for certain product categories. For more information on what is covered and the process for making a claim, please see our warranty policy page or contact us.
Missing or Lost Package
If your package was marked as delivered but you cannot find it, please wait 72 hours before contacting customer service. In most cases, a carrier marks a package as delivered prematurely, and the package will arrive within 72 hours. In some cases, the package was delivered to a neighbor or placed in a different mailbox. If you can, please ask your neighbors if they have seen the package before contacting customer service.
If you still haven't found the package, please contact us, and we'll share next steps.
Please report all packages as missing or lost within 1 week of the expected delivery date. You can report a package as missing when you contact us. If a package is reported as missing more than 1 week after the expected delivery date, you will be asked to file a claim with the postal carrier and we cannot guarantee a replacement.
Why Did I Receive a Lower Refund or See a Refund Adjustment?
If you received store credit during your original purchase, we may adjust your refund amount when you return the item. If you still have unused store credit, we will deduct from that first before adjusting your refund to the original payment method. Please check your refund summary for full details or reach out to us if you have questions.
Contact Us
Questions about shipping or returns? We're here to help. Email us at admin@libertynewyork.com or reach out through your account for assistance.