Lookfantastic Reviews 1,522

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

AVOID! Do not order from this company. I made an order on the 24th Feb for my daughters birthday. On the 25th Feb, I was at work and the parcel was apparently left on my doorstep, when I got home nothing was there, I checked with neighbours and nothing. I contacted lookfantastic via email and their website and this is where the nightmare starts. They take days to get back to you, the live chat and phone number are non existent. When they finally got back to me they said they would resend the package but it took so long that my daughters birthday has been and gone. I explained and told them not to resend it as I no longer need it and told them refund me. I then received an email today stating that part of my package will be arriving today. They said once I receive it I can return it but they’re are still only sending part and are not refunding. I’ve now got to contact my bank. This company is incompetent. Avoid at all cost! If I could give 0 stars I would.

I am genuinely shocked by the level of service I have experienced with LookFantastic.

I placed an order worth £327, which was supposed to be delivered last week. What followed has been the most frustrating customer experience I have ever had.

The delivery was mishandled by DHL, and instead of resolving the issue efficiently, I was sent back and forth between DHL and LookFantastic with no one taking responsibility. I spent an entire morning calling DHL (being redirected to voicemail repeatedly), using their virtual assistant, and emailing customer service — only to be told to contact the sender.

LookFantastic’s responses have been slow and unhelpful. At one point, I waited two full days without any reply. Meanwhile, my parcel was marked for return, then supposedly rescheduled for delivery — I even had to arrange for someone to stay at my apartment to receive it — and it never arrived.

It has now been almost a week of delay, uncertainty, and complete lack of clear communication.

For a £327 order and as a loyal customer, this is simply unacceptable. The time wasted, stress caused, and lack of accountability are shocking.

I expected far better from a company of this size. Based on this experience, I would seriously reconsider ordering from LookFantastic again.

Do NOT recommend this company at all :( yes the discounts and sales are lovely but when it comes to delivery service and contacting customer service - it is shocking.
Delivery was made to my address but I wasn't in - left on doorstep for world to see and subsequently lost/stolen. Reported to CS and still no response or noted that it was being investigated. Really not happy - will be contacting my bank for refund as still unable to get in touch with someone rather than an AI bot

Absolutely awful
My parcel was damaged at the DHL depot,I told them at the beginning of the week, then the end, once I’d given them written proof from DHL,they still tried to delay it longer until I insisted on the complaints dept , which I never got
I’ve asked for a refund but as of yet nothing
The phone number they’ve provided to PayPal is no longer working,they only use either a bot or if you can get through to a web chat are useless
It’s a real struggle,which is a shame as they used to be so good
Certainly won’t be using them again

Reply to Natalia
Order number 743131414
Still no action on the order or refund initiated

I’ve spent hundreds on this website. Got to level 3 and was offered products to test for free in exchange for reviews.
They let me order the product then cancelled it and made out I’d cancelled it. Imagine looking forward to something and then it be cancelled their side for no reason and be told to re order and the free items no longer available. I’m not ordering from them ever again.

Absolutely dreadful, please avoid! I ordered 4 items including an aftershave for my husband's birthday. When the parcel was delivered it was suprisingly light and whilst it was closed I was shocked to see that the back of the package was merely folded shut. I was able to fit my whole hand in and remove items without opening the package. I opened the parcel to find the aftershave missing. I started the returns process and from that point things became even more dire. LF refused to refund or replace the aftershave and permenetly closed the case. I sent photos which they said that they had reviewed but could not have done as the case was closed, apparently escalated and kept closed all before I sent my pictures! I have tried multiple ways of contacting to no avail despite insincere platitudes on social media. No follow up, no proper communication, no contact details or named contact, unhelpful and clearly dishonest responses (e.g the claim the photos were used to review when they didn't even have them). No phone number - head office number is 'out of service' . £116 might be a small amount to LF but to me it is alot of money and I was unable to get a replacement for my husband. I am trying to use my bank to get the money back but at this point my login details for my LF account are now 'incorrect login credentials'. I feel so upset about this whole ordeal. I can't even get an answer as to why they do not use secure taping on their parcels containing high value items to prevent the inevitible thefts that happen. Save your money and sanity and look elsewhere because if you EVER have a problem then as the customer you will be the one paying the price and losing your money.**EDIT - They have deliberately closed my account and are preventing me access. This is because they have reviewed it and said the item was packed. They have stated nothing about the courier which they are also responsible for in terms of making sure the item is delivered. This is despite my bank issuing a chargeback claim which is live. Also the message from 'Stephen' below is a lie as I have recieved no message!**

I loved the products!

They received my return and said they can’t refund me yet as the system is down . That’s not my fault and it’s a £150 order which has taken over a month to refund me