Made an order with Lookfantastic.com 1,5 weeks ago, and I can check that my parcel has been in the destination country (NL) for 7 workdays now. Since the PostNL always delivers within a maximum time frame of 3 workdays, I'm now worried the parcel is lost. Contacted LF yesterday through "my account" messages, today by twitter and also by direct e-mail. No reply yet. Since it's hard to contact LF, I'm hoping my opinion here on Trustpilot will speed up the process. Which is why I give it a 3 star rating, because I don't know the outcome of my case. I also find it strange that with ordering I did not receive a confirmation e-mail nor a despatch e-mail. Relating ordernumber is 31316406. Many thanks, Cheryl
Update: 1,5 days later customer service contacted me and they're investigating with their courier team. Will get back if they know more in 24-48 hours. Patience is key.
They have to officially wait for 20 workdays before they can take action and deem the parcel as lost. So I can only hope in the meantime, the courier in NL will still deliver my order.
Normally I wouldn't mind waiting, but the order contained some major promotional offers, which I won't be getting if it's lost.
In my opinion waiting 20 workdays will only slim down the chances of tracking a parcel at all. But I guess that's protocol.
Next time I will think twice of using the 'international free delivery' option and rather pay the 6 pounds extra for tracked delivery. It will certainly prevent you from being dissapointed...
I waited for the 20 workdays to pass and I still have not received my order. Contacted Lookfantastic and they sent me a Non Receipt of Goods Disclaimer Form which I have to fill out by hand and sent by post or (luckily in my case since I have one) by Scanner and then send it by e-mail. I asked if I will still get the promotional items (for which I made the order, because it was a great deal). Otherwise I wish a refund. Will let you know how it goes further.
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