FAQs for Liebherr Online Shop 

Order

How does online shopping work in the Liebherr Online Shop?

If you shop online at https://home.liebherr.com/shop/en/gbr/ you are buying from Liebherr Great Britain Ltd. 

To place an order: Click on “Add to Basket” to select the items you want to buy. Click on the "Shopping Basket” icon at the top right of each page to view its contents. To order the items in the basket, click “Proceed to Checkout”. This starts the checkout process for delivery and payment details. Only when you click at the end on “Order with an obligation to pay” do you place an order.

What can I purchase?

On the webshop you can currently purchase accessories to enhance your appliance, and configured appliances. 

To purchase spare parts for repairs, please visit our parts shop in the service section of our website. https://home.liebherr.com/en/gbr/service/spare-parts/spare-parts.html.

To purchase appliances, please visit our appliance pages in the product section of our website. https://home.liebherr.com/en/gbr/products/household-appliances/appliances-for-households.html. Here you can find a retailer by selecting the „Buy Now“ button. This will show you local retailers and a selection of online retailers that have your chosen appliance in stock.

How do I claim my extended guarantee for my MyStyle appliance?
All MyStyle appliances come with a free 5-year guarantee, or you can choose to upgrade to a 10-year guarantee for half price. We will contact you to get your choice when we confirm your order. If you choose a 5-year guarantee it will be automatically applied to your Customer Service account (Please note that this is not the same as your MyLiebherr account and you will need to register your appliance separately in there if you wish). If you choose a half price 10-year guarantee we will send you a discount code to purchase the guarantee via our webshop, once your appliance has been delivered.

Do I have to register for online shopping?
In the ordering process you can choose whether you wish to order as a guest or to create a customer account. You need a customer account to be able to access your data online at any time. Via the “My Account” icon in the upper right area of the Liebherr Online Shop you have access, after creating an account, to your stored data and other functions such as order overviews. Another advantage of registering is that you do not have to re-enter your address data and payment details again with future purchases. We guarantee that your data will not be passed on to third parties. You can also request at any time that your individual customer account be deleted.

Where can I see what I have ordered?
If you registered for a customer account: Click on the “My Account” icon in the top right-hand corner of the website header and log in with your email address and password to enter the protected customer area. Next click on “Shop” in the menu bar at the top. You will find a list of the products you have ordered under “My orders".

Who can I contact if I have any questions about my order?
Detailed information about your orders can be found in your customer area under “My orders”. You can access your protected customer area by clicking on the “My Account” link in the top right-hand corner and logging in with your email address and password. If you have any further questions regarding your order, please contact us directly. You can reach us by phone Monday to Friday between 8:00am and 5:00pm by calling 03330 147 888 or by email at [email protected]

What payment options do I have?
Liebherr Great Britain Ltd uses Unzer payment gateway. Unzer offers the following payment options for your online shopping:
Credit card: Mastercard and Visa
PayPal
Further information about the individual payment methods is available here: https://home.liebherr.com/shop/en/gbr/payment-methods

 

Delivery

How much are the shipping costs?
The shipping costs per order are:    

  • Orders £50 or over   - Free
  • Orders under £50   - £5

All details can be found under Shipping Costs/Delivery

What delivery restrictions are there?

We deliver to Great Britain with some exclusions or extended delivery times for outlying areas. Please click here to view our Shipping and Handling information for restricted delivery areas.

Can I specify a different delivery address?
Yes, you can specify a different address for delivery if it is a standard delivery address. If not, additional charges may apply. 

Which parcel service will deliver my order?
Accessories and parts are shipped directly to you via our delivery partner, TNT. Appliances are shipped using our delivery partner, The Appliance Company. We occasionally use selected other delivery partners.

How long does it take for my order to arrive?

The average delivery time for ordered accessories is usually within 1 - 3 working days, if your order is held in stock. (Monday to Friday, excluding public holidays. For more details see below).

Our current delivery time for appliances is 14-16 weeks.
There are some exclusions or extended delivery times for outlying areas:

Mainland Great Britain: 2-3 Working Days

Isle of Scilly and Scottish Highlands: 3-4 Working Days

Scottish Highlands and Scottish Islands: 3 – 5 Working Days

We are currently unable to deliver to Northern Ireland, Jersey, Guernsey and Isle of Man.

Once your order is shipped you will receive tracking notification by email. For appliance deliveries you will be contacted by our delivery partner to arrange a delivery date.

My order hasn't arrived yet. What can I do?
If your order has been dispatched please check first the tracking information sent via email.

 

Appliance recycling

I have bought a MyStyle appliance, how do I arrange recycling of my old appliance?
All MyStyle appliances come with an optional recycling of your old appliance. We will contact you when confirming your order to discuss the collection of your old appliance at the same time as your MyStyle is delivered.
Please note that we will only collect one refrigeration appliance per MyStyle unit. The appliance being collected must be of a similar size and weight, or smaller than the appliance being delivered. The appliance must be switched off and disconnected and will be taken at the same time as your delivery takes place. Some delivery restrictions apply, e.g. location of the collection appliance - these will be discussed with you before collection is arranged. Collection is by pre-arrangement only.

 

Returns and Cancellations

I’d like to cancel an order. What is the procedure?
If your order has not yet been dispatched please contact us in writing to cancel the order. You may prefer to use our Cancellation Form attached to your Order Confirmation email. A full refund will be provided within 14 days using the same means of payment as you used for the initial transaction.

Cancellation restrictions apply to MyStyle products, due to the personalised nature of the product. More details can be found in our full terms and conditions [https://home.liebherr.com/shop/en/gbr/terms-and-conditions]

If the order has already been dispatched but not yet delivered you will need to follow the “I'd like to return a delivery” procedure below.

I'd like to return a delivery. What is the procedure?
As a consumer you have the right to cancel an online purchase within 14 days after the day on which you receive your products.
The products should be returned in their original packaging and in the same condition in which they were sold.
Products are returned at the customers expense and choice of delivery service.
Please include a copy of your delivery note with the returned products to help action a prompt refund.

Return restrictions apply to MyStyle products, due to the personalised nature of the product. More details can be found in our full terms and conditions [https://home.liebherr.com/shop/en/gbr/terms-and-conditions]

How do I get my money back?
Refunds for cancelled items will be refunded to you within 14 days after the day we receive back from you any products, using the same means of payment as you used for the initial transaction.

How and where do I return my goods?
Please send your goods to:
Liebherr-Great Britain Ltd
FAO: Refrigeration Returns
Normandy Lane
Stratton Business Park
Biggleswade
SG18 8QB
Please incorporate senders information, including contact details, for a prompt refund. We advise that goods are sent via recorded mail to ensure receivership, as we cannot accept responsibility for or refund against goods that have not been received.

 

Defects

The product delivered has a defect. What can I do?
If a defective product has been delivered to you, there are a range of options, depending on when you noticed the defect. Please contact us by email [email protected] including an image of the defect and your order number. Any damage should be reported within 7 days of delivery. 

 

My account

I’ve forgotten my password. What can I do?
Click on “My Account” in the top right corner of the website header. In the following pop-up window click “Forgot your password?” You will then receive an email from us with a link that you can use to provide a new password.

How can I change the personal data I have stored with Liebherr (e.g. email address)?
Click on “My Account” in the top right corner of the website header. In the following pop-up window, click “Login” and enter the email address you currently have stored and your password to go to your personal customer area. There you can edit your profile and update your personal data.

How can I view the personal data I have stored with Liebherr (e.g. email address)?
Click on “My Account” in the top right corner of the website header. In the following pop-up window, click “Login” and enter the email address you currently have stored and your password to go to your personal customer area. Here you can access an overview of the data you currently have stored.

 

Is your question not included?
Please feel free to contact us by phone Monday to Friday between 8:00am and 5:00pm (excluding public holidays)

Tel.: 03330 147 888 , option 3  

E-Mail: [email protected].