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FAQs

Where do you deliver to?

We deliver to all locations within the United Kingdom & the Republic of Ireland.

For international deliveries, do you pay all of the relevant customs charges?

 

Yes, we pre-pay everything for you, so the price you see on our website is the total price that you pay.

How long will my order take to dispatch?

Orders placed before 12:00pm are usually dispatched the same day Monday to Friday. Orders after this threshold will be dispatched the next working day. We guarantee that express deliveries will be dispatched on-time.

How can I pay for my order? 

You can pay using Credit/Debit cards, PayPal and Apple Pay.

If opting to pay with Apple Pay, please double-check the delivery address on your Apple Pay account is correct.

Do you offer payment instalments?

We don’t currently offer instalment payments.

Can I amend my order after it has been placed?

Once an order has been placed, we are unable to amend the items in the order. We are also unable to add products or combine 2 orders into one. We are only able to cancel/refund your order so that you can re-place it with the correct item(s)/address.

If you think you have made a mistake and need to cancel your order, please contact us via this page, or on our Live Chat  (9:00am – 4:00pm Monday to Friday) quoting your name, order number and full address.

Can I cancel my order?

You have the right to cancel your order and obtain a full refund. This is only possible if your order is still processing and has not yet been dispatched. All order cancellations must be sent to us quoting your name, order number and full address. We can then cancel your order and refund you. If, however, your order has been dispatched, you would need to return this at your own expense.

My order has the wrong address on it, can you resend it?

It is your responsibility to check that the right address is provided when checking out. If you’re PayPal/Apple Pay, it’s always worth double-checking that your delivery information is correct.

We accept no liability for customers who input incorrect delivery information.

Where is my order notification?

When you place an order, you will receive an email confirmation to the email address you entered at checkout. You will also be able to see your order within your account. 

If, for some reason, you did not receive an email, please check your spam folder, or double-check you entered your email address properly. If you still haven’t received it after 48 hours, please contact customer services.

Where can I track my order?

After you receive your dispatch email from us, our courier will automatically send you an email with your tracking information.  

This email could be from Royal Mail, DPD, Hermes or TrakPak, depending on the delivery option selected at checkout/the contents of your parcel.

Why are there no updates on my tracking?

You will receive a dispatch confirmation email as soon as your parcel has left our warehouse. It can take up to 2 working days for your tracking information to update after its initial scan at dispatch.

If you still cannot see any updates to your tracking after the advised timeframe, please contact customer services.

I forgot to use a discount code, what can I do?

Due to system limitations, we are unable to retrospectively apply discount codes to an order that has already been placed, so please take extra care ensuring that this has been correctly entered and the discount code has been applied correctly.

I have received an incorrect/damaged item with my order, what do I do?

We aim to deliver your order perfectly every time, but mistakes and damages can happen occasionally.

If the item you received is damaged or not what you originally ordered, please send over your order number, a few photos of the fault and a short description of what has gone wrong to customerservices@justmylook.com and we will get this resolved as soon as possible.

I have received my order but one of my items is missing, what do I do?

If there is something missing from your order, please email customerservices@justmylook.com giving us your name, order number and what is missing.

Please also include an image of the packaging that your order has arrived in, so we can resolve the issue as quickly as possible. 

Do you offer free delivery?

Yes, we offer free U.K. delivery on all orders and free delivery to the Republic of Ireland on orders over £25/€30.

What if I want to return my order?

Please visit our returns page by clicking here.

Do you offer free returns? 

We do not currently offer free returns.

The product I bought isn’t right for me, but it’s only been used once, can I return it?

Unfortunately, we are unable to accept returns of unsealed/used items, unless the item is faulty.

If you believe that your item is faulty, please send a detailed image/video of the fault along with your name, order number and full address to customerservices@justmylook.com. Our team will then get back in touch to resolve this.

I need my invoices, how can I get them?

Your invoices are available on your account. Please log in, and go to the ‘My Account’ area of our website to download your invoices. 

I have a different question about my order...

If your question is not answered by our FAQs, please direct your questions and queries customerservices@justmylook.com.

You can also contact us on live chat between 9:00am – 5:00pm Monday to Friday by clicking on the chat button on the bottom left-hand corner of our website.

We do not provide customer service via social media.

When will you respond to my enquiry?

We aim to respond to all enquiries within two working days. We deal with all queries in chronological order, so please refrain from sending multiple messages.

Can I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering via LiveChat, phone, or email (customerservices@justmylook.com), we may be able to cancel your order before it goes into active dispatch. If not, we’ll dispatch your order and then you can return it to us if you wish upon receiving it. We are not liable for parcels sent to incorrect addresses so please double check your address is accurate before placing your order.

 

 

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