FAQ

FAQ (Frequently Asked Questions)



Orders & Delivery

> How long until I receive my order?

We offer a range of delivery options. Click here for all our delivery information.  If some of the products you ordered are out of stock, we may partially send your order or wait until we have received our stock prior to sending yours but you will be notified either way. When you receive your order will depend on what delivery service you selected and where the parcel is being delivered to. 

> What are your delivery charges?

You can find all our delivery information here.

> How do I track my order?

Your order will be sent with Australia Post or Courier.  Once your order is dispatched, you will be sent a dispatch notification with your tracking number and tracking information.


> Will the courier leave a card if I'm not available when delivery is attempted?

Not always, no. We provide all tracking details via email when your order is dispatched. This online tracking will provide details on whether the parcel has been delivered, attempted to be delivered, or if there is an issue. Please keep an eye on your tracking that we provide for timely updates on the delivery. 

> I have ordered the wrong product

If we have not dispatched your order, we can easily amend it so that the order reflects the correct products you would like but please call us on 07 5230 8410 or email us. If your order has been dispatched and provided that once you receive it, the product you would like to return is unopened and unused, you can send it back to us and we can organise the exchange.

Click here for our returns and exchanges policy

> I would like to cancel my order

We may have already dispatched your order in which case, you will need to return it to us to arrange for a store credit or refund. If your order has not yet been dispatched, please call us on 07 5230 8410 or email us so we can cancel it for you.

Discount & Promotion Codes

> Where do I put the coupon code?

The coupon code needs to be entered on the checkout page in the box titled "Gift Card/Discount/Coupon Code". Please see attached view. If the coupon code is active, it will be accepted and added to your order as a "discount"

> What is a coupon code and how do I get one?

We regularly run promotions whereby you will need a coupon code to be eligible to receive a promotion or special offer. You will usually receive a promotional coupon code by email as part of our newsletter subscriber database

> The coupon code is not working

The coupon code may have expired or it may have been limited to purchases within certain collections or products. If you would like to ask a question regarding your coupon code, please email us or call us on 07 5230 8410.

> I forgot to add the coupon code to my order

Coupon codes must be entered to your cart, prior to checkout to be applied to your order. 

Payment


> How do I pay by AfterPay or ZipPay?

Both AfterPay and ZipPay are a "Buy Now, Pay Later" payment scheme, you will need to set up an account with either AfterPay or ZipPay to check out using one of these methods. At the checkout page, click on your preferred method and you will be directed to establish an account to be able to complete your order.

Returns

> I would like to return a product

If you have ordered an incorrect product or have changed your mind please review our  returns and exchanges policy.

> My product appears to be faulty

If you think you may have received a faulty product, please email us or call us on 07 5230 8410 to discuss. 

> Where do I send a return?

All returns and exchanges need to be approved by us before being sent back. Please call us on 07 5230 8410. Once your return has been approved, you can send it to us at:

Look Fantastic
ATT: Returns:
2/10 Strathaird Road
Bundall, QLD, 4217

General

> I can't login

You will only be able to login if you have created an account. If you have an account but are still experiencing issues, please email us and we can send you a link.

> How do I change my password?

If you have set up an account with us, you will be able to change your password once you login. If you experience any issues, please  email us and we can send you a link to change your password.

> I prefer to order over the phone

Absolutely, please call us on 07 5230 8410 to place your order with one of our friendly customer service team. Our opening hours can be found here. If we are not available at the time you call, please leave a message and we'll call you back as soon as we are able.

> I have a question regarding one of the products I ordered

Great, please call us 07 5230 8410 and one of our Experts will be able to assist you.

> What are your store opening hours?

All our contact details and opening hours can be found here.

Orders & Delivery

How long until I receive my order?

If your order is placed before 2pm Monday to Friday, we will dispatch it the same day provided we have all products in your order in stock.

If some of the products you ordered are out of stock, we may partially send your order or wait until we have received our stock prior to sending yours but you will be notified either way.

When you receive your order will depend on what delivery service you selected and where the parcel is being delivered to.

Click here for all our delivery information.

What are your delivery charges?

You can find all our delivery information here.

How do I track my order?

Your order will be sent with Australia Post. Once your order is dispatched, you will be sent a dispatch notification with your tracking number and tracking information.

Click here to track your order with Australia Post.

Will the courier leave a card if I'm not available when delivery is attempted?

If you are not available when the courier attempts delivery of your parcel, a calling card will be left to advise you that delivery has been attempted.

If your order is being sent with Australia Post, a calling card will be left advising you from which Post Office and when your parcel will be available for collection.

I have ordered the wrong product

If we have not dispatched your order, we can easily amend it so that the order reflects the correct products you would like but please contact us.

If your order has been dispatched and provided that once you receive it, the product you would like to return is unopened and unused, you can send it back to us and we can organise the exchange.

Click here for our returns and exchanges policy

I would like to cancel my order

We may have already dispatched your order in which case, you will need to return it to us to arrange for a store credit or refund. If your order has not yet been dispatched, please contact us so we can cancel it for you.

Discount & Promotion Codes

Where do I put the coupon code?

The coupon code needs to be entered on the checkout page in the box titled "Gift Card/Discount/Coupon Code".

If the coupon code is active, it will be accepted and added to your order as a "discount"

What is a coupon code and how do I get one?

We regularly run promotions whereby you will need a coupon code to be eligible to receive a promotion or special offer. You will usually receive a promotional coupon code by email as part of our newsletter subscriber database

The coupon code is not working

The coupon code may have expired or it may have been limited to purchases within certain collections or products.

If you would like to ask a question regarding your coupon code, please contact us.

I forgot to add the coupon code to my order

That's OK as long as the coupon code is still valid and we have sufficient gifts (if the code is for a gift with purchase), then we can still honour it for you.

Please contact us so we can add it to your order.

Payment

I'd like to pay by bank deposit

Upon checking out and once you reach the payment method page, select "Poli Internet Banking".

This will allow you to pay directly from your back account into our account. There is no fee for you to use this payment method. For more information on Poli Internet Banking.

How do I pay by Afterpay or ZipPay?

Both Afterpay and ZipPay are a "Buy Now, Pay Later" payment scheme, you will need to set up an account with either Afterpay or ZipPay to check out using one of these methods.

At the checkout page, click on your preferred method and you will be directed to establish an account to be able to complete your order.

Returns

I would like to return a product

If you have ordered an incorrect product or have changed your mind, please contact us.

Click here for our returns and exchanges policy.

My product appears to be faulty

If you think you may have received a faulty product, please contact us so we can discuss this with you.

Where do I send a return?

All returns and exchanges need to be approved by us before being sent back - please contact us. Once your return has been approved, you can send it to us.

Click here to see the full return instructions.

General

I can't login

You will only be able to login if you have created an account. If you have an account but are still experiencing issues, please contact us and we can send you a link.

How do I change my password?

If you have set up an account with us, you will be able to change your password once you login. If you experience any issues, please contact us and we can send you a link to change your password.

I prefer to order over the phone

Absolutely, please contact us to place your order with one of our friendly customer service team.

Our opening hours can be found here. If we are not available at the time you call, please leave a message and we'll call you back as soon as we are able.

I have a question regarding one of the products I ordered

Great, please contact us and one of our Beauty Experts will be able to assist you.

What are your store opening hours?

All our contact details and opening hours can be found here.