I placed an order with Look Fantastic on October 20th, with delivery to my local Boots store. On October 25th, both Look Fantastic and their courier, Coll-8 Logistics, updated the tracking to say the parcel would arrive that day. However, the status never changed to "delivered." I checked with Boots that evening, and they confirmed they had not received the parcel.After that, I received no further updates. I reached out to both Look Fantastic and the courier. Look Fantastic submitted an inquiry about the whereabouts of the parcel with the courier, but the courier told me they couldn’t locate the parcel and suggested I check with Boots myself to see if it had arrived. I found this extremely concerning, as it’s the courier’s job to know if they delivered a parcel or not.Boots confirmed again that they hadn’t received the parcel. Then, on November 1st, both Look Fantastic and the courier updated the tracking information to say the parcel was “on the way.” On November 5th, the courier tracking changed again, this time to say the parcel was “returned to hub’’ as it had ‘’expired.’’I requested a refund, and a Look Fantastic representative named Amy told me the parcel had been marked “lost in transit” by the courier, and she offered me a refund or a replacement. I accepted the refund. However, soon after, another representative, Imogen, informed me she couldn’t process the refund or a replacement because the courier had pushed to continue with delivery. This is baffling, as I had already been told the parcel was lost. I simply want a refund for the items I paid for but never received. It’s clear that neither Look Fantastic nor Coll-8 Logistics know where my parcel is. This has been an incredibly frustrating experience.UPDATE:11/11/2024 Although Look Fantastic are refusing a refund because the courier are pushing for a delivery, there has been no new updated information from the courier. Look Fantastic have now changed their story to say the courier are ‘still investigating’ no longer ‘pushing for delivery’ and although I paid Look Fantastic, not the courier, I am being refused a refund for products I paid for in full and have not received from Look Fantastic.
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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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