Placing an Order

I would like to place an order but do not know how.

Ordering with us is really easy. Select the product(s) you wish to purchase and add them to your online basket.  Once you have finished adding items to your basket, you can change the shipping method used for your delivery by clicking the arrow under the subtotal.  Once complete click Proceed to Checkout or Checkout with Paypal

Stage 1: Login / Register

If you have shopped with us before, just use your registered email address and password to log into your account. If you are having any problems with your password please click here and follow the instructions. 

If you are a new customer please create a new account, following the simple instructions at this stage of the process. You can also check out as a guest and register your details at a later time.  Guest account holders will not be able to view their account history.

Stage 2: Delivery Address

Please enter the address you wish to use for billing and if different the address you wish to use for delivery.

Stage 3: Postage Details

At this stage, the postage options will appear specific to your country of delivery. Please choose the option which best suits your requirements.  If you would like to see more details regarding postal options please click here

Stage 4: Payment Details

You will now be asked to fill in your card details. Once this information has been completed you may need to verify your card via our Secure Card Verification pop up.

Stage 5: Order

This stage of the ordering process gives you the opportunity to review your order and edit delivery details and payment type. Should you need to change you order items please click on the basket in the top right of the screen to edit the contents. 

Once you place your order a new screen will appear confirming your order has successfully completed. On this screen will be an Order ID.  Please print this screen for your own records and use this ID should you need to contact us about the order. 

We will send you an email as confirmation of the order details to your registered email address and will send another email when the order has been dispatched.

What is Secure Card Verification?

At LifeandLooks, we take credit card fraud very seriously. We want to provide you with the highest possible level of security on our site. Because of this, we have introduced a new verification process to provide extra protection for LifeandLooks users. Visa and Mastercard have worked together to create a higher standard of security for online card transactions. This is called Verified by Visa and Mastercard SecureCode and allows you to create your own personal password - comparable to the "Chip and Pin" system - to be used as an extra security measure for your online payments.

How can I pay via Paypal?

To pay by PayPal simply follow the steps below:
Create your order as normal and once you are ready to proceed to checkout select Pay with Paypal.  At this point you will be redirected to your Paypal account. PayPal verifies transactions using the address you have on your account and we must send your order to that address. Please make sure that the delivery address registered in your Paypal account is the address you wish your order to be delivered too.

Once completed you will be returned to LifeandLooks to confirm all your details and complete your order
Please note if you pay with Paypal e-cheque, stock will not be allocated to your order until your PayPal payment has cleared.

Which payment types do you accept?

You can pay via Paypal and we accept all major credit cards, such as Mastercard, Visa, Maestro (formerly Switch), Visa Debit, Solo, Visa Electron and Visa Delta. Unfortunately we do not accept American Express.

Currency Options

You can make a purchase using the following currencies:

• Australian Dollar
• Brazilian Real
• Canadian Dollar
• Swiss Franc
• Chinese Yuan
• Czech Koruna
• Danish Krone
• Euro
• Japanese Yen
• Norwegian Krone
• New Zealand Dollar
• Swedish Krona
• Singapore Dollar
• American Dollar
• South African Rane

Please note that if you select any other currency from the currency drop down you will view your bill in that currency but the transaction will be carried out in GBP (£) and will be shown on your statement in GBP(£).

How do I use a promotional code?

When you have finished adding all your products to your shopping basket and are happy to proceed to checkout you can enter your code on the Basket Page in the section which states:

If you have an eVoucher code, please enter it here.

Once you have entered the details click ADD. The page will refresh and the voucher code will be activated showing your total discount.  You can now proceed to checkout.

Why can I only order one of the item I want?

Unfortunately, due to high demand, we may occasionally run low of stock.  If we only have 1 in stock this will be all you can order.  Please contact hello@lifeandlooks.com if you would like us to order more for you or if you would like to know the estimated arrival date of further stock.

Can I pre-order an out of stock item?

Sorry, it is not possible to place an order for an out of stock item. To receive an email when a product comes back into stock, please click on the 'Request Stock Alert' within the item description page.

How can I add my gift?

With some brands, free gifts will be available. They will be automatically added to your basket in our warehouse.

Account Information

Do I have to create an account?

Setting up an account makes ordering online quicker and easier for you. We securely store your shopping information (but not your credit card details) so that when you visit us again online you can simply login with your email and password. This allows you to complete your order without having to enter all of your address information each time you shop.

Setting up my account for the first time

You can start shopping right now. Once your shopping basket is full and you 'Proceed To Checkout' you will enter the first step of our five-step shopping process.

At the first stage you'll be given the opportunity to login or create a new account. The information you give when you create a new account will only be used to assist us in delivering your order with the best possible service. Click here to login or create a new account. When you create your password please use a unique combination of letters, numbers and symbols to ensure the security of your account access.

The billing address should be the address that is linked to your credit card that you will be using for payment. This allows us to further verify your card is being used by you and only you. We ask you for a telephone number or email address so that we can contact you if any issues arise with your order

I have forgotten my password, what do I do next?

If you have forgotten your password please go to the my account section at the top of the page.

As a returning customer you will be offered the chance to click on – Forgotten Your Password?

My Order

How can I get an update on the status of my order?

The most convenient way to find out about the status of your order is via "My Account" > "Recent Orders and Order History".

Here you will see a list of all your orders with details of date, status, price and delivery address.
If there are no details available, you may have placed your order via the Guest Checkout.  Please contact hello@lifeandlooks.com and we will provide information for you.

I used a guest account to place an order but cannot get my password to work?

When placing an order via the Guest Checkout you do not actually create an account.  This means no password has been saved and you will not be able to view your order history for this order.

When will my order be posted?

We normally expect to post all orders within one working day.

We try to dispatch all UK48 Hr and UK Next Day orders placed before midday on the day the order has been placed.  Unfortunately this is not always feasible.

Please cancel my order

If you should wish to cancel your order please contact us immediately at hello@lifeandlooks.com.  Please provide your order ID number.

If you have contacted us within our working hours (Monday to Friday 9.30am to 4.30pm) we will do our best to intercept your order. However, we work hard to ensure that we process orders as quickly as possible, so it may have already been dispatched even if you have not received a confirmation email.

If we are unable to stop your shipment please feel free to use our returns process.

I need to change the delivery address on my order?

If you wish to change the delivery address on your order please contact us immediately at hello@lifeandlooks.com.  Please provide your order number.

If you have contacted us within our working hours (Monday to Friday 9.30am to 4.30pm) we will do our best to intercept your order. However, we work hard to ensure that we process orders as quickly as possible, so it may have already been dispatched even if you have not received a confirmation email.

Please note, if an incorrect delivery address was stated with your order and was dispatched we will be unable to process a refund if the parcel becomes lost.

If your parcel is returned to us due to an undeliverable address, we will be able to resend this, however a delivery charge may apply.

 Delivery Information

What is UK Priority Dispatch Economy?

This is a paid-for delivery service that means any orders placed will normally be delivered within 4-5 working days, excluding public holidays. The maximum order weight for this service is 2Kg.This service does not provide tracking information

Do you deliver to BFPO addresses?

Yes we deliver to all BFPO addresses.

Do you deliver to PO Box addresses?

Yes we can deliver to PO Box address.

How long will my order take to arrive?

This will depend on the delivery service you have chosen.  As soon as we despatch your order you will receive an email confirmation from us confirming that your order has been sent.

United Kingdom

UK Super Saver Economy Free- Normally delivered within 10 days of dispatch, excluding public holidays.  There will be no tracking information for this option.

UK Priority Dispatch Economy - Normally delivered within 5 working days, excluding public holidays. There will be no tracking information for this option.

UK 48 HR - Normally delivered within 2 working days, excluding public holidays. There will be no tracking information for this option.

UK Next Day – Guaranteed next working day, tracked service.

Europe

Super Saver Economy - Normally delivered within 5 working days, excluding public holidays

Economy Signed For - Normally delivered within 5 working days, excluding public holidays.  Will require a signature and has a tracking service which can be tracked at the link below:

http://parcels-uk.tntpost.com/

Rest of the World

Super Saver Economy - Normally delivered within 10 working days, excluding public holidays

Economy Signed For - Normally delivered within 10 working days, excluding public holidays.  Will require a signature and has a tracking service which can be tracked at the link below:

http://parcels-uk.tntpost.com/

Please note, if you have ordered form Europe or the Rest of the World and your order is over 2kg in weight it will be dispatched in multiple parcels.

Why haven't I received my delivery?

If your order is still within the estimated delivery time please see “How long will my order take to arrive?”  Please note, for all shipping methods, we cannot declare a parcel as officially lost until 14 days after the latest estimated delivery date, please visit our terms and conditions for further details.

However, if it is outside this time frame, your parcel may have been lost in transit.  Please contact us immediately on hello@lifeandlooks.com and we will endeavour to resolve this for you as soon as possible.

Do you ship aerosols?

Unfortunately, due to new regulations set by the aviation authority, we can no longer send any flammable product internationally.  This will include, aerosols, perfumes, aftershave and nail lacquer.  All these items can be shipped within the UK.

Can you ship perfumes internationally?

Unfortunately, due to new regulations set by the aviation authority, we can no longer send any flammable product internationally.  This will include, aerosols, perfumes, aftershave and nail lacquer.  All these items can be shipped within the UK.

What courier companies or postal service do you use?

Depending on your order, the most suitable courier company will be chosen. This will depend on the weight, size and value of your order. In the UK we use Royalmail and TNT.  For international deliveries we will use Spring Global who work with local postal services of all countries.

Returns

How do I return a product?

Before returning any item please contact us on hello@lifeandlooks.com for authorisation to do so and complete the returns form which you will be sent.  Wrap the item securely and include the invoice along with your completed returns form, usually the packaging in which the item was sent can be used for its return. Once we receive the return we will organise for you to receive your exchange or a full refund.

My order has arrived damaged, what now?

We take the utmost care in packing and shipping your products.  Unfortunately, on rare occasions, some items may get damaged in the post. Please contact us immediately on hello@lifeandlooks.com with details of the damages.  In most cases we will request that you return the damaged item to us through our returns process, however if the product is not in suitable condition to do this, please attach a picture in your email.

How long do I have to return an item?

We request that all Items must be returned within 60 days after dispatch.

Wrong item received

We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you.  To receive a refund or a replacement, please contact us on hello@lifeandlooks.com and we will send you a returns form.