faq
Brexit: Everything you need to know
Following the UA leaving the EU from January 1st 2021, Ruckerapparel would like to reassure all our customers that there will be no change to your shopping experience.
Ruckerapparel is committed to making sure you have all the information you need and we have provided the FAQs below to answer any questions you may have.
As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.
Ruckerapparel can confirm that your shopping experience will not be impacted, and you will be able to continue to place orders as usual.
For customers located in the US, most of our products will ship from our distribution centre within the US and therefore ordering with us will continue as normal.
For any products shipping from the UK to addresses in the EU, tax and duties will be settled on your behalf with our courier, so there is no cost to you.
We have made the necessary changes to ensure your shopping experience is not impacted, meaning delivery timeframes will remain unaffected.
Once you have selected your products, please refer to the checkout for delivery timescales specific to your shipping address.
As some customers may have experienced in the past, we have multiple dispatch locations across the globe to enable us to provide you with the best experience possible. The majority of orders will be fulfilled from within the EU, but some products will be sent from the UK.
We have made all necessary changes to ensure any products sent from the UK to EU addresses are delivered as normal with no impact to you.
My Account
You’ll need to register before you can place an order with lookfantastic.
As long as you have a valid email address, then you can head over to our sign up page to get in on all the beauty action.
We’ll automatically sign you up when you register so that we can make sure you’re in the know regarding all our special offers.
You can stop these emails by logging into your account and selecting the ‘Email Preferences’ option.
It’s easy to make changes to your details, whether it’s your payment information, password or address book.
Log-in to your account and you’ll see a range of categories at the bottom of the page under ‘Account Settings’.
You can rest assured that shopping with lookfantastic is safe.
We’re fully compliant with the data protection act so we care about keeping your details secure.
For further information, please visit our Privacy Policy page.
Don’t worry, if you visit our log-in page and select ‘Forgotten your password?’ then you can enter the email address registered and we’ll send you instructions on how to get this reset.
If you no longer want to receive our exclusive offers and promotions then you can log-in to your account and select the ‘Email Preferences’ option to make this change.
Delivery
We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service via the ‘Still need help?’ section (below).
All our delivery options can be found on our Delivery Information page.
Don’t worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.
This card is from the courier and lets you know where your parcel is and how you can collect it.
Returns and Refunds
Please refer to our returns policy page for more information.
If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them via the ‘Still need help?’ section (below).
We offer self-serve returns so that you can process your return quickly and easily through your account.
– Scroll down to your orders and select the order you’d like to return.
– Click the “Return” button at the bottom, underneath your order.
– Select the products and reason for the return, then select “Start my return”.
– Proceed through to the portal and you’ll be given the option to choose a carrier to fulfil your return.
This is applicable to all items that are within 30 days of purchase and pristine condition. Any returns for damaged, faulty or incorrect items will need to be raised with our customer service team, who you can reach through the messaging centre in your account.
We want all of our customers to enjoy their products, so if you’re not happy with your order you can send it back to us.
Items can be returned quickly and easily via your account by doing the following:
– Go to “My Account”.
– Scroll down to your orders and select the order you’d like to return.
– Click the “Return” button at the bottom, underneath your order.
– Select the products and reason for the return, then select “Start my return”.
– Proceed through to the portal and you’ll be given the option to choose a carrier to fulfil your return.
As soon as we receive your order we’ll review the reason for return and let you know what we plan to do next.
You should receive an email to notify you of any action taken.
Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it’s on its way.
If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team through your account.
Yes! We offer self-serve returns for unwanted items so that you can process your return quickly and easily through your account.
– Scroll down to your orders and select the order you’d like to return.
– Click the “Return” button at the bottom, underneath your order.
– Select the products and reason for the return, then select “Start my return”.
– Proceed through to the portal and you’ll be given the option to choose a carrier to fulfil your return.
This is applicable to all items that are within 30 days of purchase and pristine condition. Any returns for damaged, faulty or incorrect items will need to be raised with our customer service team, who you can reach through the messaging centre in your account.
Ordering
All items ordered with staymadeup depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.
It’s easy to place an order with us. Log-in to your account to begin browsing our range.
Once you’ve found the product you want, you’ll need to click ‘Add to basket’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.
Check everything is correct and you’re good to go. We’ll send you an email as soon as the order is on its way.
Yes, click on the ‘My Basket’ icon at the top of the page and you’ll be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.
We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.
We may ship items separately in the event of one or more of the items being delayed.
Your account makes it easy to keep track of all your orders.
Once you’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and you’ll be provided with all the details you need about that order.
We’ll also send you a dispatch email as soon as your order is on the way.
Your account will show any previous orders you’ve placed.
Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
If you can’t find the information that you need, click on ‘Message’ below to contact our Customer Service team.
We’re sorry to hear you want to cancel.
If there is anything that we might be able to do that means you don’t have to cancel, then you can contact our Customer Service team via the ‘Still need help?’ section (below).
If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.
You can visit our Returns Policy to help you get the order back to us instead.
Once you’ve placed your order we cannot make any changes to it.
If you want to try and cancel so that a new order can be placed, then you’ll need to log-in to your account.
Select the relevant order and you’ll see that you can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.
Don’t worry we understand that this can happen; you can try and cancel the item in your account.
You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it worked.
If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.
If you still need help, then you can send our Customer Service team a message via the ‘Still need help?’ section (below).
We’re really sorry that happened as we aim to provide high quality items to all of our customers.
So that we can look into this for you, please contact us via the ‘Still need help?’ section (below).
To speed the process up, it’d really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.
1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable
As soon as we’ve looked into the fault we’ll let you know what we plan to do next by sending you an email.
We’re really sorry to hear that, sometimes things can go wrong but don’t worry as we can help. Please send us a message via the ‘Still need help?’ section (below).
We’ll need to know the following information so that we can fix this for you-
1. Order Number
2. Incorrect item received
3. The correct item ordered
As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.
We take pride in our products so we’re sorry to hear you’ve received your order damaged.
Sometimes things can go wrong but don’t worry, as we can help. Please send us a message via the ‘Still need help?’ section (below).
Please don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.
As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.
Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.
It is therefore possible that the missing item may be on a separate shipment.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you’ll need to allow longer for it to be delivered.
If the item has been sent, then please send a message through via the ‘Still need help?’ section (below) to let our Customer Service team know and they’ll be happy to help.
Payment and Discounts
We offer a variety of online payment methods to ensure our customers can place orders with ease.
- Visa
- Visa Debit
- Mastercard
- Maestro
- American Express
- Alipay
- One4all
- PayPal
- Apple Pay
You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.
We do this to ensure that our customers are safe while they shop.
Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.
If you’re seeing the status ‘Payment Problem’ on one or more of your orders then this means that we need you to check the payment information that has been submitted.
Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you’ll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you’ve done all that and still can’t fix the problem then please contact our Customer Service team by visiting the ‘Still need help?’ section (below).
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorised to be taken.
If you want to add new payment details then you’ll need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite beauty brands with ease. You can manage your saved payment cards by clicking into ‘Payment Cards’ under Account Settings in your account.
Once you’ve found all the items that you want then click ‘My Basket’, you’ll see a box located below your list of items which says ‘Got a discount code? Enter it here’.
Add your discount code into this box and click ‘Add’ to apply the discount.
If the code doesn’t work then you’ll need to check that you’re not trying to use more than one offer and none of the items are on our exclusions list.
If you have any problems entering the code then you can contact our Customer Service team via the ‘Still need help?’ section (below).
We’re sorry to hear your code isn’t working, you’ll need to check that you’re not trying to use more than one code per order and that your item isn’t excluded.
You can refer to our exclusions list to check.
If the code isn’t being affected by one of the issues above then please contact our Customer Service team via the ‘Still need help?’ section (below
