Help Centre
Returns and Refunds
Please refer to our returns policy page for more information.
If this doesn’t answer your question then our Customer Service team is on hand to help. You can contact them through your account.
We want all of our customers to enjoy their products, so if you’re not happy with your order you can send it back to us. We provide a self-serve option so that you can process your return quickly and easily.
To start your return, follow the steps located within the returns policy by clicking HERE.
Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it's on its way!
If you don't receive your refund and it's been 10 working days since you received our email, then you'll need to contact our Customer Service team through your account.
Delivery
We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service via the 'Still need help?' section (below).
All our delivery options can be found on our Delivery Information page.
Our Delivery Information page can tell you the timeframes associated with our different delivery options alongside their costs.
Don't worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.
This card is from the courier and lets you know where your parcel is and how you can collect it.
Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.
It is therefore possible that the missing item may be on a separate shipment.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you'll need to allow longer for it to be delivered.
If the item has been sent, then please send a message through via the 'Still need help?' section (below) to let our Customer Service team know and they’ll be happy to help.
Ordering
All items ordered with lookfantastic depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we'll always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we'll get in touch to let you know.
It's easy to place an order with us. Log-in to your account to begin browsing our range.
Once you've found the product you want, you'll need to click 'Add to basket'. You can either carry on shopping or click 'View Basket' if you've got everything you need; this will give you the option to checkout.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you'll need to enter the details manually.
Check everything is correct and you're good to go. We'll send you an email as soon as the order is on its way.
Yes, click on the 'My Basket' icon at the top of the page and you'll be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the – button if you've selected too many. If you want to remove an item completely then click the x button.
Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they're more than happy to help you do so.
Get in touch with them now via the 'Still need help?' section (below).
Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking 'Add a new address'.
We'll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.
We may ship items separately in the event of one or more of the items being delayed.
Your account makes it easy to keep track of all your orders.
Once you've logged in you'll see each individual order that you've placed with us. Select the one that you want and you'll be provided with all the details you need about that order.
We'll also send you a dispatch email as soon as your order is on the way.
Your account will show any previous orders you've placed. Click here to track your order.
Click on the order you want to view to find out more. If the order has been sent tracked then you'll be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
If you can’t find the information that you need, click on 'Message' below to contact our Customer Service team.
We’re sorry to hear you want to cancel.
If there is anything that we might be able to do that means you don’t have to cancel, then you can contact our Customer Service team via the 'Still need help?' section (below).
If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.
You can visit our Returns Policy to help you get the order back to us instead.
Once you've placed your order we cannot make any changes to it.
If you want to try and cancel so that a new order can be placed, then you'll need to log-in to your account.
Select the relevant order and you'll see that you can choose to cancel individual items or the whole order.
We'll send you an email within an hour to let you know if the cancellation worked. Please don't place a new order until you hear from us.
Don't worry we understand that this can happen; you can try and cancel the item in your account.
You'll need to click on the item and choose the cancel option. We'll send you an email within an hour to let you know if it worked.
If you can't cancel then you can send the item back to us. It's best to refer to our Returns Policy to find out how.
If you still need help, then you can send our Customer Service team a message via the 'Still need help?' section (below).
We're really sorry that happened as we aim to provide high quality items to all of our customers.
So that we can look into this for you, please contact us via the 'Still need help?' section (below).
To speed the process up, it'd really help if you could find the information below before contacting us, don’t worry if you can't though, we can help once you get in touch.
1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable
As soon as we've looked into the fault we'll let you know what we plan to do next by sending you an email.
We’re really sorry to hear that, sometimes things can go wrong but don’t worry as we can help. Please send us a message via the 'Still need help?' section (below).
We'll need to know the following information so that we can fix this for you-
1. Order Number
2. Incorrect item received
3. The correct item ordered
As soon as we've looked into what went wrong, we'll let you know what we plan to do next by sending you an email.
We take pride in our products so we're sorry to hear you've received your order damaged.
Sometimes things can go wrong but don’t worry, as we can help. Please send us a message via the 'Still need help?' section (below).
Please don't throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.
As soon as we've looked into what went wrong, we'll let you know what we plan to do next by sending you an email.
Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.
It is therefore possible that the missing item may be on a separate shipment.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you'll need to allow longer for it to be delivered.
If the item has been sent, then please send a message through via the 'Still need help?' section (below) to let our Customer Service team know and they’ll be happy to help.
Payment and Discounts
We offer a variety of online payment methods to ensure our customers can place orders with ease.
- Visa
- Visa Debit
- Mastercard
- Maestro
- American Express
- Alipay
- One4all
- PayPal
- Apple Pay
You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.
We do this to ensure that our customers are safe while they shop.
Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.
If you're seeing the status 'Payment Problem' on one or more of your orders then this means that we need you to check the payment information that has been submitted.
Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you'll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you've done all that and still can't fix the problem then please contact our Customer Service team by visiting the 'Still need help?' section (below).
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorised to be taken.
If you want to add new payment details then you'll need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite beauty brands with ease. You can manage your saved payment cards by clicking into 'Payment Cards' under Account Settings in your account.
Once you've found all the items that you want then click 'My Basket', you'll see a box located below your list of items which says 'Got a discount code? Enter it here'.
Add your discount code into this box and click 'Add' to apply the discount.
If the code doesn’t work then you'll need to check that you're not trying to use more than one offer and none of the items are on our exclusions list.
If you have any problems entering the code then you can contact our Customer Service team via the 'Still need help?' section (below).
We're sorry to hear your code isn't working, you'll need to check that you're not trying to use more than one code per order and that your item isn't excluded.
You can refer to our exclusions list to check.
If the code isn’t being affected by one of the issues above then please contact our Customer Service team via the 'Still need help?' section (below).
Earn £5 for every successful referral and your friends will get a £5 discount!
Log-in to your account and click 'View Details' in the 'Your Referrals' section to find out how you can get involved.
My Account
You'll need to register before you can place an order with lookfantastic.
As long as you have a valid email address, then you can head over to our sign up page to get in on all the beauty action.
We'll automatically sign you up when you register so that we can make sure you're in the know regarding all our special offers.
You can stop these emails by logging into your account and selecting the 'Email Preferences' option.
It's easy to make changes to your details, whether it's your payment information, password or address book.
Log-in to your account and you'll see a range of categories at the bottom of the page under 'Account Settings'.
You can rest assured that shopping with lookfantastic is safe.
We’re fully compliant with the data protection act so we care about keeping your details secure.
For further information, please visit our Privacy Policy page.
Don't worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we'll send you instructions on how to get this reset.
If you no longer want to receive our exclusive offers and promotions then you can log-in to your account and select the 'Email Preferences' option to make this change.
Beauty Box
The lookfantastic Beauty Box is a global luxury subscription service that arrives straight to your doorstep featuring 6 beauty products every month from a wide variety of different brands.
The Beauty Box Club is an exclusive group that gives Beauty Box subscribers little treats and bonuses that make your subscription extra special. As a club member you have access to:
- Exclusive offers and discounts available only to Beauty Box subscribers.
- Exclusive competitions to win in the Beauty Box Magazine
- A monthly Beauty Box Instagram Q&A with your chance to ask for expert advice from brands
- The chance to try exclusive brands before they launch on lookfantastic.
- An ELLE Magazine with every month’s Beauty Box (for free!)
- A way to try before you buy, an exclusive experience for expensive premium brands. Plus, with our lookfantastic site, you can buy your favourite full sizes!
- Exclusive access to limited edition boxes before anyone else
- Sneak peek into the lookfantastic Advent Calendar
When you cancel your subscription you will no longer be eligible to receive these benefits.
You can subscribe to the lookfantastic Beauty Box on a 1 month, 3 month, 6 month or 12 month basis. 1 month’s subscription is £15, 3 months’ subscription is 3 monthly payments of £14.50, 6 months’ subscription is 6 monthly payments of £13.75 and 12 months’ subscription is 12 monthly payments of £13. Please note, subscription prices may vary in different territories due to shipping fees
No! We aim to dispatch on the 1st working day of every month and you will receive your Beauty Box each month until you stop your subscription.
As a Beauty Box club member, you are able to tune into the monthly Beauty Box Instagram Q&A to receive expert advice. You can also contact customer service through your online account for more tips & help from our experts.
We aim to dispatch on the 1st working day of every month.
Please contact our customer service team through your online account for them to investigate this.
We take payment for all subscriptions on the 1st working day of each month or when the box is ready to be dispatched.
You can! If you log into your account and update your card details, your payment method will change but this is only available until the end of the cancellation period for that month (14 days). Please contact our customer service team if you have any questions. If you have originally paid by card, you are unable to change your payment method to PayPal.
Promo codes will need to be added at checkout unless automatically applied. This will be stated when adding your subscription to the basket.
Please contact our customer service team via the 'Still need help?' section (below) and they will look into this for you.
Always ensure you read the labels for ingredients and directions of use for our products to prevent an allergic reaction. If an allergic reaction occurs, please seek medical attention and advice and discontinue the use of the product.
If you receive an email detailing a payment problem against your subscription, please log into the My Account area and check or update your payment information that you have provided us. Should you need any assistance with this, please contact our Customer Service team who will be able to resolve any issues via the 'Still need help?' section (below).
Each monthly Beauty Box includes six premium products from a range of luxury brands.
You will receive a selection of products in a variation of sizes – occasionally there will be full-sized products as well as deluxe samples in our monthly boxes.
The worth value of our monthly Beauty Box will NEVER fall below £50!
Auto-renewal is when you come to the end of your subscription term, it will automatically renew for a further term of the same length. If you do not wish for this to be in place, please ensure the auto-renew function within the My Account section is switched off.
lookfantastic Beauty Box offers free delivery across all subscriptions. If the subscription is below the threshold you will only pay shipping for the first box.
The cut-off date to receive the current month’s box is around the 26th of each month, if you subscribe after the 26th you will then receive the following month’s box instead. Please check the product information before you subscribe for confirmation on which month you will receive.
Please contact our customer service team via the 'Still need help?' section (below) and provide the batch number, this can be located on the parcel packaging. A member of our customer service team will investigate this for you.
If you have received your Beauty Box damaged, please contact Customer Service via the 'Still need help?' section (below) to provide a photo of the order, the batch number and a brief explanation as to the detail of the damage. Our Customer Service team will then be able to assist you and provide a suitable resolution.
We always listen to our Beauty Box subscribers and try our best to include the products you want to feature. If you do have any suggestions or recommendations, please contact our Customer Service team who would love to hear more!
Please provide us with details of your new address via the My Account section before the cancellation cut off point in order for your box to dispatched to your new address.
Please contact our customer service team via the 'Still need help?' section (below) in order for them to resolve this issue.
Please log into your lookfantastic account, go to the Beauty Box section of the website and select the product/box in which you would like to leave a review. You will find this option at the bottom of the product page.
If you have opted for an auto-renewal subscription this will automatically renew for a subscription of the same term length as you were previously on. If you are on a fixed term subscription you will have to re-purchase when your subscription has ended.
Log into your account, check that your card details are correct. If you still incur a payment problem, please contact our customer service team via the 'Still need help?' section (below).
Opting out of a 1, 3, 6 or 12-month subscription will only result in completion at the end of the chosen subscription plan, we will charge and dispatch all boxes up until this point and then the subscription will not renew.
You need to opt-out of auto-renewal by the 25th of the month BEFORE you will receive the last box of your current term. You can opt-out at any point in your subscription up to the point mentioned above, however your subscription will only end once your term has ended, i.e. if you have a 3-month subscription, and opt-out after your second box, your 3rd box will be your last box which in turn completes your 3-month subscription.
You have 14 days to cancel your subscription. During this cancellation period, you will need to contact our Customer Service team who will be happy to help you. For your 2nd and subsequent boxes, cancellations will not be available and you will need to turn of the auto renewal feature via your account if you do not wish to continue with your subscription after your term has ended.
Please contact our Customer Service team who will be happy to assist you with your cancellation via the 'Still need help?' section (below) or please use the turn off the auto-renewal feature in your account. To do this go to ‘My Account’ and then select the ’Subscription’ option to see features available.
If a cancellation is made within the 14-day period but a Beauty Box has been dispatched, then please contact our Customer Service team to arrange a return for a refund via the 'Still need help?' section (below).
Your refund or replacement will be issued as soon as we have had confirmation from our warehouse that your return has been received. We will then send an email to update you as to the action that has been taken and any expected time frames.
Unfortunately, not once your subscription has ended - you will need to re-purchase a new Beauty Box subscription.
This subscription can be shipped worldwide however there are a few restrictions. You can check this at checkout before purchasing your subscription. Please note: your subscription has to be in the basket in order for you to check where this can be sent to.
If you have used a special offer or discount code on your subscription, please be aware that this discount will only apply against your first box. For any subsequent boxes, your subscription will revert back to full price.
For detail about the competition prize for that month’s box can be found on the Beauty Box product description.
The competition prize has an expiry date of 3 months unless otherwise stated on the competition card, e.g. for a competition prize in the April box, you have until the end of July to redeem this before it is void.
For further information, or questions please contact our Customer Service team who will be able to resolve any issues via the 'Still need help?' section (below).
Website
Please refer to our Terms and Conditions page.
If you're having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team via the 'Still need help?' section (below) so we can fix this for you.
Please refer to our Privacy Policy page.
You have the right to ask about what personal data we hold about you.
To make this request you can message us via the 'Still need help?' section (below)
Feel free to write to us at the office address below, but please note that this is not the address to return items to. If you need to return a product to us, please contact Customer Service who will advise you how to proceed.
lookfantastic Customer Service Department,
1-2 The Stables
Gadbrook Park
Northwich
CW9 7RA
Complete Savings
Complete Savings is an online savings programme where members pay a monthly fee to access
premium cashback benefits, including a minimum of 10% cashback when they shop online at many
of the UKs most popular online retailers. They can also claim a monthly cashback bonus when they
shop at one of the retailers offered through the site, and get up to 20% off popular high street gift
cards.
Complete Savings only applies in selected locales (Ireland, France, Spain, Holland, Belgium)
If you would like to contact Complete Savings you can do so via the following methods:
Website: www.completesavings.co.uk
Phone: 0800 389 6960 (available Mon – Fri 8am – 8pm, Sat 9am – 4pm)
Email: customerservice@completesavings.co.uk
Complete Savings only applies in selected locales (Ireland, France, Spain, Holland, Belgium)
When a reservation or purchase is made with a credit or debit card, the name of the company that
the booking or purchase is made with appears on a statement. WLY*completesave.co.uk on a
statement refers to the Complete Savings membership fee.
Complete Savings only applies in selected locales (Ireland, France, Spain, Holland, Belgium)
Brexit: Everything you need to know
Following the UK leaving the EU from January 1st 2021, Lookfantastic would like to reassure all our customers that there will be no change to your shopping experience.
Lookfantastic is committed to making sure you have all the information you need and we have provided the FAQs below to answer any questions you may have.
As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.
Lookfantastic can confirm that your shopping experience will not be impacted, and you will be able to continue to place orders as usual.
For customers located in the EU, most of our products will ship from our distribution centre within the EU and therefore ordering with us will continue as normal.
For any products shipping from the UK to addresses in the EU, tax and duties will be settled on your behalf with our courier, so there is no cost to you.
We have made the necessary changes to ensure your shopping experience is not impacted, meaning delivery timeframes will remain unaffected.
Once you have selected your products, please refer to the checkout for delivery timescales specific to your shipping address.
As some customers may have experienced in the past, we have multiple dispatch locations across the globe to enable us to provide you with the best experience possible. The majority of orders will be fulfilled from within the EU, but some products will be sent from the UK.
We have made all necessary changes to ensure any products sent from the UK to EU addresses are delivered as normal with no impact to you.
There are no price changes as a direct impact of Brexit. We regularly review our pricing to ensure we remain competitive.
COVID-19
According to the World Health Organisation (“WHO”), the chances of contracting COVID-19 from an inanimate object are very low. However, lookfantastic is constantly monitoring the situation (and any official advice issued in connection with the same) and lookfantastic is taking sensible measures to protect customers and staff. We suggest you review the WHO website for latest advice in this regard.
Specifically, in respect of the threat of COVID-19, additional measures implemented by lookfantastic currently include the following:
- All lookfantastic employees have received additional education and training on hand hygiene and we have deployed additional hand sanitisers throughout all workplaces.
- We are adhering to UK Government guidelines and supporting employees who need to self-isolate for 7 days, should they have any concerns or show flu-like symptoms, have a high temperature or a persistent cough
- In addition, we are taking extra precautions on reducing any touch and transmission points throughout all lookfantastic premises and workplaces.
In response to COVID-19, all our carriers are taking precautionary measures to ensure the health and wellbeing of their drivers and our customers.
Please be assured that all our carriers are following the advice and guidelines from the government and that the safety of everyone is our priority.
There is currently no impact to our delivery services at this stage, however we encourage all customers to use your home address for delivery.
Moving forward all carriers will operate a contact free delivery service which means that you won’t be required to sign for any parcel that’s delivered.
You can see all carrier guidelines and measures upon visiting the nominated carrier website, emails will be provided upon dispatch to confirm delivery information.
We hope that you understand and appreciate the measures that have been implemented are to protect you and ensure we can continue operate as normal.
The safety and wellbeing of both colleagues and customers is our absolute priority. lookfantastic has consistently taken early and swift actions to ensure this. This includes imposing a ban on both travel and external meetings across the entire 7,000 workforce since mid-Jan this year. lookfantastic has also been at the forefront of implementing work for home policies, with 90% of our office based colleagues working from home ahead of recent Government requests for people to work from home where at all possible.
We also have strict safeguarding measures in place across each of manufacturing and distribution sites across the globe, which go far beyond any Government guidelines. This is to ensure our teams can work safely while maintain social distancing at all times. Other measures include providing our manufacturing and distribution colleagues with ready-to-cook ingredient meal packs at the end of each shift, sufficient to feed a family of four. These are provided free of charge and aimed at reducing the needs of our staff to visit supermarkets, increasing their own safety while reducing the strain on supermarkets to help the more vulnerable in our local regions.
We are introducing world-leading measures to monitor and safeguard the health of all colleagues working in our fulfilment centres. In addition to temperature checks and social distancing measures across all sites, we will be installing thermal imagery technology throughout our Warrington premises, with plans to deploy globally. This innovative equipment will allow us to offer early detection of elevated body temperatures which may indicate the presence of a fever,via non-invasive and non-intrusive technology. We don’t believe any other company has taken this measure.
Update to privacy policy
Given the fast pace at which THG has grown and advanced over the years and the successes we’ve had to date, we identified that the current Group legal entity structure does not in some cases align with the business divisions and brands we offer today.
We have therefore taken the opportunity to re-organise the Group’s legal structure so that our companies do align with our business divisions and brands and support THG’s long term growth strategy. In order to re-organise, we had to make sure that data (which included data relating to you as one of our customers) was legally transferred to the new entities. Although this does not impact you in any material way, we wanted to let you know about this change.Before the re-org:
In most cases the controller in respect of your data will have been The Hut.com Limited. In some instances, the controller may have been a specific entity within THG.
After the re-org:
The new controller are the newly incorporated legal entity:
·
THG
Beauty Limited
This is due to an internal re-organisation and does not affect you in any material way. We are just being transparent about it. Some business units have now been incorporated into new legal entities within the THG group and the corresponding databases have been transferred to them.
This means that legal responsibility for handling your data or for responding to your data protection requests now rests with the new entity named in the email. However, these new entities remain within the THG group and all provide the same consistent level of protection.You will continue to be able to exercise your data protection rights, submit complaints or queries about how your data is processed or get in touch with our Data Protection Officer by contacting us via the message centre in your customer account or by using one of our various contact options, which can be found by vising our help centre.
