Lookfantastic Avis 

Order some perfume, tracking became available next day the tracking information say “ we’re sorry but we do not appear to have received your consignment from sender. It’s says that for 4 days so I contacted look fantastic and they said ohh yeah your order has went missing would you like to re order or refund, I went with refund for the reason my order has went missing why was it up to me to contact them instead of them contacting me, think it’s a joke and would definitely not order again.

Absolutely appalling customer service from Lookfantastic, should have read these reviews first.

I placed my first order with them and paid £4 delivery, which is fine until I realised they use Evri as their courier - this isn’t stated when you check out. I immediately contacted customer service because I’ve recently had multiple failed deliveries through Evri, including a £100 order from another retailer that never arrived despite me living in a city centre with a perfectly accessible address.

I explained all of this politely and in detail, including that Evri had already started using the usual excuse of “having difficulty accessing the address.” I asked if they could either cancel/refund the order before it disappeared into the Evri void, or help communicate with the courier directly.

The reply was simply:
“We will request for a refund once the parcel has been sent back to us.”

No empathy, no attempt to help, no reassurance, and no accountability whatsoever. Just “wait indefinitely and hope for the best.”

For a company of this size, the customer support is shockingly poor. If you knowingly choose to use a courier with such a bad reputation, the least you can do is provide competent support when problems inevitably happen.

This was my first order with Lookfantastic and it will absolutely be my last.

Ordered some makeup for my holiday on the 5th May and still haven't received it as of the 12th May. I've spoken to look fantastic and they have said they would dispatch a replacement which I expected to be posted out the next day but yet to receive an email 24 hours later. Contacted them again today and they are telling me it could be up to 48 hours before they dispatch. You'd think they would get a replacement out asap if a parcel goes missing.
No order update on my account and apparently I just have to wait and hope it gets dispatched and delivered before I go away in a couple of days.
Chat on look fantastic tell me they don't have the option to expedite the order that went missing.
Not happy! I feel that if items go missing then they should be sent out the next day as a gesture of good will.

I bought a Nuface and it didn’t work, so I informed them that I wanted to exchange it. After sending it back, there was silence for two weeks. When I contacted them, they said they hadn’t received it and asked me to prove I had sent it. I provided proof, since I had shipped it using their own provided label. I could see that the parcel had already been delivered to them 10 days earlier.
When they finally admitted their mistake, I said I no longer wanted an exchange because quite a lot of time had already passed, and I preferred a refund instead. They replied that the refund would be processed within 3–5 working days. However, after two weeks I had to contact them again. Only then did they properly register the return and again said the refund would take 3–5 working days.
Tomorrow will be the 5th day, and it has already been almost a month and a half since I returned the item. If I don’t receive the refund, I will have to contact them again, but their system is very poor. You can’t just email them directly — you have to communicate through chatbots on their website, and sometimes all agents are busy, so it just goes in circles. It has been extremely exhausting. I regret buying from them.

So after 5 weeks of going round in circles about a refund or replacement for a non delivery I have decided to issue a letter of action against this company. It took me 7, yes 7 messages to obtain an actual address for correspondence to serve the letter before they provided me with an address. It’s not about the money - it’s the principle that companies should not get away with such abysmal so called ‘customer service’. Stay away from this company

I’m extremely disappointed with my experience with Lookfantastic.

I purchased a Slip silk pillowcase in December 2024, and after around 16 months of normal use, the stitching came apart, making it unusable. Given the price and quality claims of the product, I would expect it to last much longer.

I contacted customer service to raise this as a faulty item, but my claim was repeatedly dismissed based on their 30-day returns policy—which is completely irrelevant in this situation. This is not a change-of-mind return, but a durability issue.

Even after clearly referencing my rights under the Consumer Rights Act 2015 and submitting a formal complaint, they continued to refuse to help and eventually stopped responding altogether.

Very poor customer service and a lack of understanding (or disregard) of basic consumer rights. I would not feel confident purchasing from Lookfantastic again.

In reply to your response….

Thank you for your response, however this does not address my complaint.

Your Customer Relations Team has stated that you are unable to assist because the item was purchased over 12 months ago. This is incorrect under the Consumer Rights Act 2015, which requires goods to be of satisfactory quality and durable, with claims allowed beyond 12 months.

I have repeatedly explained that this is a faulty item (stitching coming apart after normal use), not a return under your 30-day policy.

Please can this now be properly reviewed in line with my statutory rights, rather than referring me back to the same incorrect response.

Kind regards,
Jade

Absolutely shocking service from look fantastic! Order was lost in Evri’s system. They are trying to make every excuse not to refund me. Even using clearpay as an excuse because I opened a dispute! Avoid at all costs ! I will never use them again.
Update * They have now refunded me after constantly messaging them and getting a dispute raised. However, I still stand by the comment above.

I was sent the wrong foundation, sent it back for a refund but was refused as they said the item had been tampered with, which it hadn't. I fought this for ages but they still refused to refund. They said the item had been posted back to me but couldn't provide any proof of this so I doubt it has been posted at all. Terrible customer service. The worst. AVOID BUYING FROM THIS COMPANY!!!

I have been a customer of lookfantastic for years spending hundreds of pounds with them.

I recently made an order of around £280 from them and when my parcel had been received 2 items were missing, one of them had the empty packet of the item in the box.

I contacted lookfantatsic gave photos and they are absolutely shocking. After making em wait a few days I received an email this morning “ Your account has been reviewed by our investigations team.

Unfortunately, we are unable to offer a refund or replacement at this time as all of our warehouses are equipped with CCTV, which shows the ordered items were packed correctly.

Also, you have stated that despite the damage the package was still sealed.

We have now closed your account and we will not be accepting any further orders from you.

We apologise for any inconvenience this may have caused.”

So now I am out two products and they have closed my full account. This is the worst company I have ever dealt with. I didn’t even get a replacement for my missing products which I wanted. Absolutely shocking.

I will continue fighting this because I will not allow them to take my money and not provide my products! Absolute shocking -imagine I couldn’t even respond to their message as they had already closed my account. With my pints I had closed to £15/£20 credit.

They are a really bad company - I have told everyone I know to stop using them. Shocking.

Ordered from them a week ago, all items but one was sent out, I send a message request on the item asking why it was still processing and not dispatched to get no response, I since then have sent another message again to get no response. I have no idea if I will receive the item I’ve paid for or they’ve just took the money and I will never be sent the item out.

Update since I wrote the above review they finally responded to my messages to tell me the item I ordered and paid was actually out of stock and when I asked when they will get it back in stock for it to be dispatched to me they said they don’t know when it will be back in stock, I don’t understand how a company can let you buy a product take the money when they don’t even have the product in and have no idea when they will get it in, if a product is out of stock customers would much rather you not let them purchase it and display it as out of stock rather than take their money for a product you have no idea when you will get back in stock to send them.

I have left glowing reviews about this company before, but over the last few purchases I’ve made I’ve noticed a decline. Products unavailable, waiting awhile for a refund because they have put it for sale when unavailable. Not sure what’s happening.

Something is going seriously wrong with lookfantastic. Firstly, I started a subscription back in March 2024, it renewed in March 2025, great, all good. I cancelled the subscription in Jan 2026 and delayed my Feb box.... no box or charge for Feb or March, great, subscription cancelled in March as it should have. Today, I see they have tried to charge me for April box. When I contacted them they said I renewed in August 2025 and I still have 10 months left???! Not true as evidenced in my past orders, and the math is way off - 12 month subscription from August would give me 5 months left April - August! Anyhow, it's irrelevant as my subscription started in March. I don't see any hope getting it sorted, judging from other reviews. Annoyed

Never ever again purchasing anything from this website! Years ago, a package was lost and I spent HOURS trying to figure out how to contact customer service. Now? Experiencing the same exact issue with no resolution in sight. I rather pay extra than get anything from here. the discounts cost my health.

I would give zero if I could.

BE AWARE OF THIS COMPANY.

I have been a customer for years. This month alone I have ordered 3 times.
Recent parcel arrived 2 days late. Not left on first delivery in my safe place. So the parcel has been with a courier for days.
On arrival out of an order circa £150, one makeup brush was in the box. Contacted them straight away and was asked to send photos. I did and was told I could chose replacement or refund.
Asked for replacement.
Hours later an email from their “investigations” team.
To cut a long story short the company have claimed they checked CCTV and my order was fully boxed. They have then deleted my account so I cannot access any of the information and refused a replacement or refund.

I fully refute their claim. The goods have not been delivered. Inside the box was a makeup brush wrapped in brown paper.

I have contacted on here asking for evidence of the parcel being fulfilled. The have repeated the final email from the investigation team to me and not provided evidence.

They have no evidence of what happened to my goods within the time it’s left their warehouse and was delivered - which was 3 days. It other responsibility to get the goods to me.

I will not allow a company to take money and not deliver goods. I will continue to fight this until I have a full apology plus a refund or replacement.

Chose a better company guys. Save yourself the stress.

I’ve ordered an advent calendar from look fantastic. Assumed it was old stock given its march, and I liked the products so thought I’d get it. It’s still not been dispatched.. and now I can’t find it on the website, I am unsure how I found it. It was £105. I have tried customer service numerous times and get the same message.. it’s going to be issued, give it 24 hours. They don’t listen to me! I have said the same thing and I get the same reply, please wait. It’s now been five days, the customer service don’t appear to understand or solve anything. It’s incredibly frustrating to get the response and to refuse to cancel my order, and ‘kindly wait more days’ when I have paid for next day delivery!

Following on from the review I left on here a week ago, Lookfantastic responded (as you can see below my review) with the same response they give to everyone, saying they’re sorry and they want to resolve the problem. They asked for my name, phone number, email and reference number (which I’ve never been given. Usually with other companies, if there’s an issue, you’re given a case/reference number). They clearly respond to the negative review left on Trustpilot, to appear that they are trying to resolve issues with their customers, which is giving a false impression because clearly that is ALL they do. It’s now been a week since I gave them my information, for the umpteenth time, but again, I get no further than that and have heard nothing from them. They clearly have no customer service. I’m guessing that because they do offer good discounts on their website, they choose to cut back on paying for people to work for them in that department. It’s now been over 3 weeks that I’ve been locked out of my account and I’ve had nothing other than they’ll look into it.

I cannot find any contact email for you and I feel you have sold my details to other companies. I am currently having subscriptions taken out of my account that I have not signed up to and cannot contact anyone to sort this.
Utterly disgraceful. I have now got to contact my bank to try and sort.

I am an awful time with LF .
No one seems to know what’s is going on in their customer service .
There is no one to speak to .
I have been waiting now for a FULL REFUND FOR 2 weeks now .
I had to pay for postage to return items that was NOT supposed to be sent to me ??
Absolutely awful company avoid buying from them .
Again you ask for full details of what’s going on and yet it is all on your system.
I am still waiting for a refund although my parcel was returned to them over a week ago !!! According to the tracking .
They have offered me a £10 good will credit for all there mistakes they have made and the AWFUL customer service where no one seems to know what’s going on .
PLEASE AVOID BUYING FROM LF AWFUL COMPANY TO DEAL WITH.

Non existent customer service. Part of my order is missing and there is no way to get in touch with anyone. Chat function is not working, no one is responding to messages and links referenced in the help page cannot be found.

I spent £25 on a lipstick and got an email next day saying my delivery had been upgraded and would be received next day. I then got another email saying my deliver was due over the next 2 says which has now passed.
My tracking says its been dispatched and been waiting for 3 days for Evri to collect it.
I cannot contact this company via Live Chat and the telephone numbers are non existant
My order no is 744416713
Help !!!

I gave given you the order number and you have my email address what more information do you require as I do not have an account with you
My Evri tracking number is HZYEJA0741279901