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Most Frequently Asked Questions

Customer Services

I am having trouble placing an order

We do have anti-fraud measures that will automatically fail any credit card tried three times in a 15-minute period. If your card has failed please try the following:

Check that we accept the card you are trying
Make sure that there are no spaces in the credit card number
Check that you have entered the correct expiry date of the card (you do not need to enter a start date or issue number if your card does not have one)
Ensure that you have entered the 3 digit Card Security Code from the back of your card or the 4 digit code from the front of the card if you are using Amex
Try another card

If you are still experiencing problems making an order, then please contact us with your order details where we will be able to manually process your order. Alternatively, you can fax your order through on +44 (0)1273 425526 (24hrs).

When will I receive my order?

Within the UK

Our orders are sent via Royal Mail 1st Class post or via courier and are normally delivered within 48hrs. Please note that this is not guaranteed and some parcels can take slightly longer due to postal delays especially during busy periods such as Christmas.

Outside the UK

Our international orders are normally shipped via Airmail to the destination country and then via your local postal service. Within Europe orders normally arrive within 5-7 days, to the USA between 5-10 days and to the rest of the world anywhere between 7-14 days. As with parcels sent within the UK, some parcels can take slightly longer due to postal delays. Parcels may also be delayed by customs procedures as customs duty may need to be paid before your parcel can be delivered in some non-EU countries.

Please note that we cannot be held responsible for items delayed in the postal system as this is beyond our control.

Shipping Timelines and Costs

	Shipping costs	Shipping time
Within UK	£2.10 plus 55p per item	1-2 days
Europe	£2.20 plus £1.55 per Item	3-5 days
USA	£2.55 plus £2.20 per Item	5-10 days
Rest of World	£3.10 plus £2.55 per item	Usually around 14 days

Please note that packs count as one item.

What happens if I haven't received my order?

The parcel has been delayed in the postal system. Parcels sent via 1st Class Post or via Airmail do not carry tracking numbers so cannot be tracked once they have left us. Royal Mail will not deem a parcel to be lost until it has been in the postal system (national or international) for a period of 10 working days. It is very rare for a parcel to take this length of time to arrive but we are unable to dispatch a replacement until this period of time has elapsed.

If your order still has not been delivered after 10 working days, please contact us and we can arrange for a replacement to be dispatched to you.

I have received a damaged item

Unfortunately some parcels do receive rough treatment in transit. Please contact us and we will arrange for a replacement to be dispatched to you as long as you contact us within 10 days of placing your order.

There is an error in my order

Please contact us and we will do our very best to make sure that any errors are rectified - though you must contact us within 10 days of placing your order.

I want to return an item(s)

We do accept goods back at Lookfantastic on the basis that the goods have been un-opened and unused and are in a re-saleable condition within 10 days of your order being placed. By this we mean that all packaging and or cellophane wrapping and tamper resistant seals must be intact. Sometimes manufacturers will apply a security seal to the outside of a box, for example GHD irons, if this seal is broken the item cannot be re-sold and we will not be accepted by our Returns Dept.

If the item(s) you wish to return meets our returns criteria then please return it to us using the following address:

Returns Dept.
lookfantastic Group
Unit C2 Portland Business Park
Portland Road
Hove
East Sussex
BN3 5RY
United Kingdom

We will refund the value of the goods upon receipt of them or exchange them if requested. Please see our Returns Procedure section on site for further details.

When returning items to us please ensure that you include a brief explanatory note which must include your name, order Number and the reason for the return.

*Please note that all orders must be returned to us within 30 days of purchase.

I cannot apply a discount voucher

If you are experiencing problems when trying to apply a voucher code box on the Basket Page please contact us before placing your order as we cannot apply voucher codes after an order has been placed.

An item is faulty

Please contact us and we can advise you of the next step.

Can I change my order details?

You can change your order details as long as the order has not been shipped. This may change delivery times depending on whether the item is in stock. Please contact us to check the status of your order.

What if I don't have a credit or debit card to pay with?

If you prefer not to pay by credit or debit card (or if you do not have one), we do accept payment by Cheque or money order. All cheques should be made payable to: lookfantastic.com Ltd and denominated in UK pounds Sterling. Cheques should be sent along with a copy of the order to:

Orders Department
lookfantastic Group
Unit C2 Portland Business Park
Portland Road
Hove
East Sussex
BN3 5RY
United Kingdom

Take Back Scheme (WEEE)

Some of the equipment we sell at lookfantastic has an electrical supply, and is clearly portable. As such this equipment is, at the end of its life, classified as Waste Electrical and Electronic Equipment (WEEE).

When you purchase a ‘like for like’ lookfantasitc branded product form lookfantastic, we will accept your old product from you free of charge and organise for it to be recycled.

The procedure could not be simpler. When you receive your new item, unpack it carefully so that you can use the packaging to repack the old item. Contact us, with your purchase details, for example your order number, and we will send you the necessary postage to return the products.

If you are not purchasing a new product please be aware that items of WEEE, which carry the ‘wheelie bin’ symbol, should be properly disposed of to minimise the consequences to the environment. More information on the proper disposal of electrical waste and to identify your nearest recycling facility please visit www.recyclenow.co.uk.

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