I've placed an order on December 1st. The site mentioned that the orders are dispatched within 24 hours and delivered within 2-4 days, so was expecting to receive the order by December 5th. Today, on December 4th, I've checked the status and it mentioned that the order is still being processed. I've contacted support via online form asking what's the order status was. They answered in an e-mail and apologised for the delay, mentioning that the order will be processed as soon as possible. Since I needed this to be delivered by the certain date, I decided to cancel the order and go and buy what I need. I've tried to do that twice today via online 'manage your order' page, but both times I was sent the e-mail back with apologies for the delay and another promise to process the order as soon as possible. Order status is still the same- 'processing'. So now I'm stuck with the order that will arrive too late and company that makes it impossible to cancel the order, even though they haven't dispatched it yet.Will definitely try to find a way to get my money back through customer support and protection services.Wouldn't recommend to buy anything from them unless you are ready to wait as long as it gets them to process the order.UPDATE: During the week customer service wrote me twice that the order has 'entered dispatch process', whatever this means. Today (a week after the order was made) I've received an e-mail "sorry it's not dispatched yet". Really?!!Also, they have removed the "cancel order" option from the site. So it is really impossible to do anything from my side now.UPDATE: I have received a full refund and explanations that order was lost. And then, two weeks later, I have received a notification that my order is delivered and ready to be collected within a week.Two days later I receive an e-mail saying that I have only 24 hours to collect the order. Sent the message to customer service asking what should I do now, as it is not possible for me to collect and the order was cancelled and refunded already.
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As Europe’s number one online premium beauty retailer, LOOKFANTASTIC® is the ultimate destination for all your beauty needs. Carrying over 22,000 products with complimentary worldwide shipping to over 200 countries, we have become the online partner of choice for many leading brands including MAC, Kérastase and Yves Saint Laurent.
With a portfolio of over 660 premium brands onsite, revenue share grown 40% year on year in the last 4 years, making LOOKFANTASTIC® one of the most successful beauty websites globally. With unrivalled technology and a team of world-class experts, we have created over 30 localised sites in as many languages, and attracted over 10 million visits per month in 2017 alone; 71% of which were international.
As we continue to build our luxury portfolio of partners, we are constantly adapting to and welcoming new trends in the industry. With more clean, vegan and organic beauty brands than ever before across skin, hair and body care, we have everything onsite to suit every individual beauty need and concern.
LOOKFANTASTIC® is part of THG Holdings plc, a globally renowned end-to-end tech platform specialising in taking brands direct to consumers across the globe. Using its proprietary technology and infrastructure, THG Ingenuity, the Group enables brands to grow at scale while driving unrivalled value and continuous performance.
LOOKFANTASTIC® is driven by a desire to create brilliant customer experiences, which are built from the insight and data executed through our integrated technology and expertise. Widening access to premium beauty and empowering men and women all over the world, we are leading the online beauty movement. Dedicated to delivering the very best in beauty, we also have an onsite blog led by our team of experts. Whatever your beauty concern or question, we have a bank of educational content to help you look and feel fantastic.
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