customer service +44 (0)1223 895 800
your basket   0   items   £0.00

Frequently Asked Questions



We have compiled a list of your most frequently asked questions. If the answer you are looking for is not below, please call our team on +44 (0)1223 895 800, or email sales@thelibracompany.co.uk and we'll be happy to assist you.

Frequently Asked Questions

  1. How many products does Libra have?
We have over 2300 products, a range of Interior Design Accessories, Furniture, lighting and gifts.
  1. Where are your products sourced?
Our products are source by a team of ardent, dedicated professionals who aim to bring a generous sense of excitement and uniqueness to our collections. Our products are sourced from Indonesia, Europe, The Philippines, India and China.
  1. What is your minimum order?
Opening orders need to be a minimum of £500 and are on a pro-forma basis. We require a deposit of 20% of the total amount to reserve your stock.
After this Carriage paid orders are £500 and over, the minimum order value we can accept is £300.
Orders of less than £500 will incur carriage costs with a minimum of £50.
  1. How do I set up a credit account with you?
All customers start off by ordering on a pro-forma basis. However, If we can approve a credit account on the first order we will. An account application form must be completed before the first order is processed and our Terms and Conditions must be signed.  Upon completion of your first order you may fill out an Account Application Form. We will run our usual credit checks and, if we are able to, will set you up with a 30 day net credit account.
  1. How do I place an order?
Once your account has been approved and we have received your account form completed and you have signed our terms and conditions you will then be able to place an order with us. You can do this online or alternatively one of our Territory Managers can come to visit you.
  1. I’ve forgotten my password
Click on "my account" on the right hand side of the top menu. You will see fields for email address and password. Below the Log In button you'll see a Forgot Password? link. Please click this. On the next page, fill in your email address you used to create your account and click Reset password. You'll be sent an email with instructions on resetting your password. Once you have done this, please log in with your email address and new password. 
  1. How long will my order take to be delivered?
We try to deliver to our customers as soon as possible. Our usual delivery time is 5 working days if we have items in stock. If you have paid by pro-forma delivery will be 5 working days from payment.
  1. Can I track my order?
We will send you an email with your tracking number and details of the freight route. If you wish to track your order please contact freight route direct.
  1. The item I am looking for is discontinued?
I can’t find the product I am looking for. Has it been discontinued?
To be at the forefront of design led interiors we need to regularly update our products and design, which means that some items may become discontinued.
If you can’t find a product you’ve seen on the website previously it means it has been discontinued. If an item is out of stock but has not been discontinued it will appear on the website with an Available for Back-Order notification and a display of 0 stock. You can still place this item on order and our sales team will contact you with an estimated arrival date.  
  1. How will I know how much stock there is?
We have updated our website so next to each item you can see stock levels. Our stock on the website is only updated once per day. Alternatively call our sales office for further information.
  1. What if some items are out of stock?
If an item is out of stock you can request that we email them when the product is back in stock. Click on the item and then scroll down to the ‘Email me when this product is back in stock’ box and enter your email address. Alternatively you can continue with the order on these items and you will be contacted by our sales team with updated arrival dates.
  1. Will the items I’ve ordered come ready made?
Libra prides itself on the quality and design of its items. The vast majority are already assembled. Those which are not will be simple to assemble and will be delivered to you with simple, easy to follow instructions.
  1. Do you sell to the public?
Unfortunately we are strictly trade only. Our sales office will be happy to advise you on your nearest stockist.
  1. Where do you export to?
We export throughout the world. Our minimum order, carriage paid is £1000. Orders are FOB UK port. For further information please email export@thelibracompany.co.uk.  
  1. What is your returns policy?
Damages or discrepancies must be reported in writing to our ‘returns’ help desk within 10 working days of receipt. Credits or replacements can only be made once photographic evidence or goods have been returned for inspection. Customers must contact Libra and an RMA number must be obtained prior to returning goods. Claims after 10 days of delivery date will not be considered.
  1. Can I see products without prices to show my customers?
Yes, we have a separate website which you can access https://www.thelibragallery.co.uk and enter Password: gallery
  1. I need more information about the product I am looking at?
We hold extensive specs for every product we sell and we try to include as much information as possible on our website. However, if you need any further product information or have any questions please email us at sales@thelibracompany.co.uk
  1. Am I able to collect items from your warehouse?
Yes, you are more than welcome to collect your order from our warehouse. Just let us know when you place your order and we will pick the items ready for you to collect. You can normally pick up a couple of days after the order is placed. Minimum order for collection is £200.
  1. How often do you launch new product?
We have an official launch every quarter, however recently we have introduced monthly launches to enable retailers to have new items in their shop more frequently to excite their shoppers.
  1. Which trade shows do you attend?
Please click on the Events Calendar link on the top menu. This will list all the up and coming Trade Shows we will be attending.
  1. Do you have a showroom where we can come to see all your products?
Yes, our showroom is open 5 days a week to come and view our products. We also have an open week twice a year in May and November, you can come and see all our new collections, take advantage of open week offers and join us for lunch.
  1. Are bulbs included with lighting?
No we do not include bulbs but the type and wattage are listed.  We do sell 6 styles of Edison bulb that can be used to complement the style of several of our designs.
  1. Do you sell spare parts for all of your lines?
We do not sell spares for every line, however we do not have a spares category on our website. Please contact our sales team and they will assist you with the spare you require.
  1. Are your lanterns and planters suitable for outdoors?
They can be used outdoors but we recommend that you do not store them outside.
  1. Do you provide free swatches for all upholstered items?
We are able to send one small swatch to be kept for your reference, though if multiple swatches are required please contact our sales team as they will need to be specially requested from our supplier and will incur a charge.
  1. Can I put glass items into the dishwasher?
We do not advise any of our items to be put in a dishwasher, wipe clean only.
  1. Why does the finish differ from my product to the online image?
We pride ourselves on working with a selection of artisan craftspeople around the world and so each piece we sell is made and finished by hand, so slight variances will occur from one piece to another which is labelled on each item.
  1. Can I buy a shade for my lamp in another colour?
No we do not offer multiple colours for our lamp bases, the shade comes with the base as a complete piece.
  1. Why is the lead time so long for your products?

We have a vast selection of lines and it is our main objective to ensure we have them in stock at all times. The average lead time for a product is 6 months; this is comprised of up to four months for material sourcing and production and up to two months to have it shipped from its factory to our warehouse. Due to the level of fragility of the majority of our lines we do not air freight them, we ship them.
 
 

I need more information about the product I’m looking at.
We hold extensive specs for every product we sell. If you require further product information or have questions relating to the spec of any products, please contact sales@thelibracompany.co.uk