Lookfantastic Avis 

Lett å bestille,

I ordered a next-day delivery for a fair amount of expensive products in preparation for a holiday. The parcel never showed, and it took months of chasing customer services across various platforms to get a refund. Although this should’ve warned me enough not to use their website anymore I unfortunately continued.

I signed up for a 1-month Lookfantastic beauty box subscription on May 28th, expecting exactly that – one box. According to their own terms, “if you purchase a 1-month subscription, you will receive and be charged for one box only.”

However, I was charged again for June’s box, and then again for July, despite cancelling the subscription on June 5th — which is well within their 14-day cut-off to prevent further charges. That’s two additional charges I never authorised. They first told me I hadn’t cancelled within the 14 days for July’s box, then went back on themselves once I proved I had to tell me I subscribed to a 3-month term. I again showed them I didn’t, and I subscribed to a 1-month term. They are extremely slimey and will make it as hard as possible for you to see your money back once they’ve taken it.

When I contacted customer service, they refused to refund the June box entirely, and insisted I return the July box (which I didn’t order) to get a refund for an error that is completely theirs. They are asking customers to fix problems they cause.

They are breaching their own terms and conditions, and ignoring UK consumer laws (such as the Consumer Contracts Regulations). The entire experience has been exhausting and completely unfair to the customer.

Avoid Lookfantastic if you value honesty, transparency, and basic customer respect. Once they have your card details, you’ll be charged again whether you agreed or not – and they’ll make it as difficult as possible to fix.

TERRIBLE customer service - no response - slow and no contact number. Order number 674260005

Makeup forever er vanskelig å få bestille fra utlandet og dere har det tilbudet på side deres❤️

Enkel å grei butikk...VELDIG bra produkter...4 gang eg handler hos dere...👍

I placed an order with Lookfantastic totalling £122, expecting to receive three items: the Crystal Noir perfume, La Roche-Posay cleanser, and Urban Decay setting spray. On 01/06/2025, I received only the Urban Decay setting spray.

The package was not large enough to fit the other two items, which I confirmed by checking my Ring doorbell footage.

Assuming the rest might arrive separately, I waited a few days, but nothing came. I raised a complaint explaining the missing items, only to be told that the warehouse had “confirmed” everything was sent. Despite my repeated efforts to explain the situation and dispute their claim, they refused to resolve the issue and shockingly, they deleted my account, cutting off all communication and access to my original complaint.

After more than two weeks of back and forth, I’m now escalating this to my bank and the Financial Ombudsman Service. It's incredibly frustrating to be treated like this, especially as a paying customer.

Be warned based on my experience, I would strongly advise against shopping with Lookfantastic. Customer service is unhelpful, and deleting a customer's account to silence a complaint is unacceptable.

Still not received a proper response from my previous review. I have had a subscription for the monthly beauty box and there is something wrong their end with collecting the payment. All they say is go to this link and it just takes me to the 'shop'. Emailed numerous times to no avail.

Får aldri pakken min. Har sendt flere klager
Tror jeg bestilte den i seint mars. Snart 2mnd

Kjøpte produkter til kr 1625,-. Frakt kom ikke opp før jeg trykte betal ( frakt kr: 145,-). Så kom det en egen faktura på moms og fortolling på kr 815,- noe det ikke var opplyst tydelig at jeg måtte. Ble dobbelt så dyrt totalt.

Dette er andre gang jeg bestiller denne varen, da første kom i retur til dere uten grunn. Så jeg har betalt kr 145,- for frakt for ett produkt jeg ikke har mottatt og i tillegg så må jeg bestille på nytt. Ganske dårlig

Just an update for my last issue. After months of no progress, back and forth and stress. I eventually got back my refund. I’m glad for this however my trust is now broken for this company. I usually start small purchases with companies I’m unfamiliar with and I would love to do more shopping, however, I’m not certain how I feel about shopping here anymore. I recommend look fantastic but at your own risk. Again I’m thankful for my refund

Ikke kjøp noe fra denne nettsiden, kjempe dårlig kundeservice (ingen svar i det hele tatt) og har ikke fått produktet jeg bestilte for 1mnd siden.

Terrible service — avoid ordering from Look Fantastic

I’m appalled by the poor service I’ve received. My order was messed up twice, and instead of resolving it, I’ve had to chase them constantly for a mistake that was entirely theirs.

I requested an escalation over a week ago, but no one from the escalation team has reached out. I follow up daily, yet I keep getting the same copy-and-paste replies — it’s obvious no one is actually reading what I’ve said.

Really disappointing experience. I won’t be ordering from Look Fantastic again and wouldn’t recommend them to others.

Just to add post this review as mentioned by a look fantastic rep I would be contacted which I was and again they were of no help as they didn’t bother to read and understand the issue. So basically nothing has changed!!!!

Lett å finne ting, kul nettside

I have not yet received the item so I can not say much about that, but I did have the awfull surprise to receive an invoice from the customs which is half the price I payed for the order. If I knew I had to pay this additional price (450 kr) for the customs I wouldn't have ordered from this website. So I would say that they are not honest and I would not recommend.

Enormt utvalg av gode produkter.
Lett å finne frem. Brukervennlig nettside.

Bestillingssiden var lettvin, oversiktlig og grei. Det var lett å fortsette som gjest, og manøvrere til betalingen.

Dear Lookfantastic,

I have sent a formal complaint letter to your emails regarding the repeated failure to provide several outstanding invoices from previous orders.

As stated in the letter, we require a full resolution and submission of all pending invoices by Friday, 11th April 2025, in line with an ongoing VAT compliance check by HMRC.

Your immediate attention to this matter is both expected and appreciated. Kindly refer to the email on any of the emails listed above for the complaint letter and invoice list.

We need an urgent response to this query.

I have recently made a purchase for over £200, the product was never delivered and proof was sent to this company. They contacted the courier who said it was lost in transit! Then I received another email stating they were waiting for the courier to return it. Return what I thought the courier said it was lost! Next day they said they would send a replacement and I have heard nothing! My order has been fulfilled on the website even though I haven’t received it and the replacement hasn’t been confirmed by any courier. To top it off this rude company now have my money and are ignoring my messages, and won’t pass me to a complaints department. No product, no refund and not responding to emails!!

UPDATE
*** Just shows what a poor review can do! The order was sent out yesterday and I received it today thank you! It shouldn’t have come to this though, your team should have been on it the moment I proved the courier hadn’t delivered it. And my questions should have been answered not ignored. I appreciate the credit to my account ***