How do I start a conversation with a product Expert?
To start a conversation with a Product Expert, just look for the chat icon in the bottom right of your screen when you're on the Liberty website. If the icon appears, it means there may be an Expert on hand to help you. Please note that there may be a limited number of departments available to begin - we will be adding more in due course.
What if there are no Experts available to help me?
If there are no Experts available to help immediately, we will ask you to leave a message by supplying your email address and mobile number. You will then be notified by email or SMS when an Expert is ready to answer your query.
What do I do if I'm having issues with the chat window?
If you’re having any issues speaking to your Product Expert or accessing the chat window itself, please email us at email@example.com and we will be able to help you.
What if I have a query about a department that is not listed as an option?
We will be adding more divisions to our list soon but, in the meantime, if you’d like advice from a department at Liberty that is not listed in the chat window, including our Customer Services team, please email us at firstname.lastname@example.org and we will be able to help.
How do I make sure I speak to the same Expert every time?
We will always try to connect you to the Expert you spoke to previously. However, to ensure we answer your query as promptly as possible, we will connect you to an Expert that is readily available to help. If you are not connected to your preferred Expert, please email us at email@example.com and we will be able to help you.
What if I have an issue with an order or anything else relating to something I've already purchased?
Whilst our product expert team do not have access to information about existing orders, our Customer Services team are on hand to help. You can email them at firstname.lastname@example.org.
What if I want to continue the conversation at a later date?
If you’d like to continue the conversation at a later date that is no problem at all. Simply email us on email@example.com and we will be able to help you.
I’m having trouble seeing or hearing an Expert, what should I do?
If you’re having any technical difficulties when chatting to a product expert, please end the conversation and try to start a new chat. If that does not resolve the matter, please email us at firstname.lastname@example.org and we will be happy to help.
How do I buy something that an Expert shows me?
If you like anything that your Expert shows you, you are welcome to shop them using the checkout on the Liberty website. After a chat with an Expert, we will always follow up by email with the products that we presented to you. If you are not able to use the checkout or have any other issues purchasing online, please email us at email@example.com and we will be happy to help.