At Libbey Store, we take pride in offering premium outdoor entertaining essentials to hospitality professionals and discerning hosts. We stand behind the quality of our products and want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a straightforward returns and exchange process.

Our Return Policy

You may return most items within 15 days of receiving your order for a full refund or exchange. To be eligible for a return:

  • Item must be unused, in its original condition, and in the original packaging
  • Item must include all tags, labels, and protective coverings
  • Proof of purchase (order number or receipt) must be provided

Non-Returnable Items

For health and safety reasons, the following products cannot be returned or exchanged:

  • Outdoor Candles (once removed from original packaging)
  • Patio Heaters (due to gas components and safety regulations)
  • All opened food service items (condiment caddies, serving trays that show signs of use)

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer service team within 15 days of receiving your order by emailing [email protected] with your request
  2. Provide your order details including order number, item(s) to be returned, and reason for return
  3. Wait for return authorization – we’ll email you within 1-2 business days with return instructions
  4. Package your return securely using the original packaging if possible
  5. Ship your return to our warehouse at the address provided in your authorization email

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for items lost in transit.

Return Address:
Libbey Store Returns
1130 Whaley Lane
OMAHA, US 75571

Refund Process

Once your return is received and inspected (typically within 3-5 business days of arrival at our warehouse), we will process your refund or exchange. You will receive an email notification when this is complete.

Refund Timelines:

  • Credit card/PayPal payments: 5-10 business days after processing (depending on your financial institution)
  • Original payment method: Refunds will be issued to the original payment method

For exchanges, we will ship your replacement item as soon as your return is processed. Shipping times will follow our standard delivery timelines.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage and your order details. We will arrange for a replacement or refund at no additional cost to you.

Return Request Template

Use the following template when emailing your return request:

Subject: Return Request for Order #[Your Order Number] Dear Libbey Store Customer Service, I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details: – Item(s) to return: [Product Name(s) and Quantity] – Reason for return: [Please specify] – Preferred resolution: [Refund / Exchange for (specific product if exchanging)] I have reviewed the return policy and confirm that the item(s) meet all return requirements. Thank you for your assistance. Please let me know if you require any additional information. Best regards, [Your Full Name] [Your Contact Information]

Questions?

Our customer service team is happy to assist with any questions about our return policy or process. Contact us at [email protected] Monday-Friday, 8:00 AM to 5:00 PM Central Time.

Thank you for choosing Libbey Store for your premium outdoor entertaining needs. We appreciate your business and are committed to ensuring your complete satisfaction with our products and service.