Ordering from LooksGorgeous
We have tried to make using our website as simple and quick as possible and the notes below give you a brief guide to getting information and placing your order using our web site and being sure that you are completely safe while doing so.
Who am I ordering from / is it safe?
Looks Gorgeous Limited is a UK registered company that is owned and run by Sean Hanna and his associates who have been in the hair care business for more than 25 years, The company trades from our offices and warehouse in Wimbledon, South London. See full company details
We can give you our guarantee that:
- Your personal and payment details are completely secure and safe and will not be given to ANYONE else for ANY reason.
- We will despatch your order promptly and make the whole process as simple for you as possible.
- You will be delighted with the items you purchase or we will refund your full purchase price.
We have had many thousands of satisfied customers in our salons and a lot of them have written to us to say how delighted they are with the products and our customer service. We want to make sure that YOU are added to that list.
Our guarantee and returns policy
We know you will get real benefits from our products so we want you to try our hair care products for yourself and see how good they are. We guarantee your satisfaction and that we will give a full refund of the purchase price of the products if you are not completely satisfied.
All of our products come with a full ‘no questions asked’ guarantee for 30 days after the items are delivered to you. If you or the person you bought them for are not completely satisfied for any reason whatsoever, just follow the return instructions on our despatch document and we will refund the purchase price in full or replace or exchange the items as you require.
We are only able to refund postage costs if there was a mistake that was our fault or if the goods arrive damaged in some way.
You do not have to tell us why you are returning the goods for a refund, although clearly we would like to know if you don’t mind telling us so we can improve the products in future.
The legal stuff
Our guarantee exceeds your legal rights, but we need to state them here for the record anyway…
- Under the UK Distance Selling Regulations you have a cooling-off period of 7 working days from the day after receipt of the goods in which you can cancel your order for any reason and you can do this by Sending us an email
- All monies paid by you to us relating to the cancelled order will be returned
- Where goods are being returned, they must be returned within a reasonable period of the cancellation
- Where a refund is required for a cancelled order, the payment will be made within 30 days of the cancellation
We cannot be held responsible for any third-party loss or consequential loss arising directly or indirectly from the use of our products.
If goods are in any way faulty we will replace them at our cost, including the postage of any faulty goods returned to us. This does not affect your statutory rights as a consumer.
How to use our web site
We suggest that you join the free Looks Gorgeous Club so we can let you know more by email about hair care and styling in general and inform you when we obtain new products or make special offers to members.
The menus down the left of the page show our product range organised into categories.
The tabs across the top of the site show menus of information pages about all aspects of hair care.
The search box at the top right allows you to find whatever you want directly.
The ordering process
This is a lot simpler and quicker to do than it is to write down!
| Select products |
Select the products that you would like from the product listings. Don’t forget that you can always click on a small picture of a product or on the “more” link in its description to find out more detail about the product and see a bigger picture and, in most cases, details about what makes it special and how to use it. Click the ”Add to cart” button and you will see a Shopping Basket page with details of your order. You can change the quantity or remove items here – just click the “Update” button to see the effect of the changes. |
| View basket |
Repeat this until you have selected all the items you want, then click on the “View basket” item at top right to see what is in your basket and the total value. You can change quantities, remove items or keep browsing around and adding more items than come back to the basket when you are ready to finish your order. |
| Checkout |
Click the ”Checkout Now” button on the View Basket screen to complete your order and you can enter your address and payment details. |
| Payment |
There will be a short delay while your payment is processed then you will see a confirmation screen giving your order number and will receive an email with full order details. If there is any problem with the payment, you will see an error message and be returned to the checkout screen so you start the payment stage again. |
| Despatch | We normally despatch orders on the working day after they are placed and delivery is the usually a maximum of 3 days for UK and 5 days for Europe. |
Payment methods and security
We use Actinic Payments (a service powered by CreditCall) to process card payments online and incorporating Verified by Visa and MasterCard® SecureCode™ for extra security.
The system is highly secure with sophisticated fraud screening
- 100% PCI DSS level 1 compliant.
- Fraud protection enabled through The 3rd Man, 3D secure, CV2 and AVS.
Supported Cards
The following card types are supported:
- Visa
- Visa Debit
- MasterCard
- Mastercard Debit
- UK Maestro (previously Switch)
- International Maestro
- Solo (Mastercard Debit)
- Electron (Visa Debit)
- Visa Delta
The following are not supported:
- Amex (but you can use your Amex card if you select the Paypal payment option and you do not need to have a Paypal account to pay that way)
- Diners
- Laser, an Irish debit brand
- Irish Domestic Maestro
- JCB cards, Ulster Bank and First National
- Discover (US card only)
Payment by Paypal
We also accept payment using PayPal so you can use your PayPal account or pay using your credit card even if you do not have an account – This option allows you to pay with American Express cards as well.
If you would rather not pay with a credit card online, you can complete your order then advise us of your payment details separately, but generally payment details are safer on our secure payment service.
When you get to the payment stage of our checkout process you will be transferred to the Actinic Payments or Paypal secure server to enter your card details and have payment confirmed. Transmission and processing are completed by Actinic Payment or Paypal and your credit card details are not seen or kept by Looks Gorgeous.
You can confirm the secure status of the payment server from the small padlock that appears at the bottom of your browser screen when it is active and by seeing that the URL of the website in your browser has changed from “http://…” to “https://…”. You can double-click the padlock icon to verify the security registration. Depending on your browser settings, you may see a pop-up window informing you that your are entering or leaving a secure connection.
Some versions of browsers and some firewalls do not permit communication through secure servers. If you are unable to connect to a secure server or if you prefer not to pay online, simply phone, fax or post your order to us.
Looks Gorgeous, 26 The Broadway, Wimbledon, London, SW19 1RE, United Kingdom
Click here to contact customer services, or phone (UK) 020 8944 0575
If ordering by post, you can also pay with a Sterling cheque drawn on a UK bank or UK postal orders.
Delivery times
We normally despatch orders on the working day after they are placed on the web and delivery is usually a maximum of 3 days for UK and 5 days for Europe. In practice, we get a lot of emails from customers who have been amazed how fast things got to them.
Parcels do sometimes get held up by customs or local post offices so please allow a few extra days for delivery before contacting us.
Most of our parcels are too big to fit through a letterbox so if you are not there to accept your delivery it may be returned for collection at your local post office. You should get a card left to notify you of this but it is worth checking before contacting us.
Packing and delivery charges
Our delivery charges are based on the delivery country and how many items you order.
UK – £2.95 for the first item plus £0.55 per additional item.
Europe (EU) – £5.95 for the first item plus £1.20 per additional item.lef
Outside EU – use the Contact Us form to let us know your requirements and we will send a delivery quote.
The charge for your order will be shown on your checkout screen once you have chosen your delivery country.
Click this link for more information and to see our full list of countries in each zone
Out of stock items / backorders
We maintain a large stock of all our products in our warehouse and it is very rare for us to be out of stock. If there is a particularly unusual demand for a certain item or we have manufacturing problems we can normally re-stock very quickly.
If any item on your order is going to be out of stock for more than 2 days, we will email you to advise you how long it is likely to be and give you the following options:
- Hold you whole order until the out of stock item is available
- Send the rest of your items and then send a separate parcel when the out of stock item becomes available (we will pay for any additional postage costs incurred)
- Cancel the out of stock item on your order, send the rest and reduce the charge
- Cancel the whole order.
Duty and import regulations
If you are purchasing from outside the EU, you may be subject to import duties or other taxes levied by your customs authorities. You will be responsible for any additional charges as we have no control over these charges and cannot predict what they will be. Customs policies vary widely from country to country and you should contact your local customs office for further information. Additionally, you are considered the importer and must comply with all law and regulations of the country in which you are receiving the goods
Cancelling your order
You can cancel your order with us at any time up until it is despatched by advising us by email, telephone, fax or letter. However, you should be aware that we generally aim to despatch orders on the day after they are placed.
If you are not able to cancel before despatch, we will have fufilled your order in good faith and will not be able to refund it.
If goods are faulty in any way we will replace them at our cost, including the postage of any faulty goods returned to us.
Contacting us – questions, complaints and praise 
If you have any questions regarding the products featured on our web site or any ordering or customer service issues, the best way to contact us is by email to:
Click here to contact customer services
If your question is regarding an order, it would help if you could quote the order number from your confirmation email.
Alternatively, you can telephone our customer service staff at 0845 872 3272 at the following times (UK time)
Monday to Friday between 09:30 am and 5:30 pm
Outside of those hours you can leave a message on our voicemail and we will respond as soon as possible. Normal phone charges will apply.
Our fax number is 01993 770653 and it is on 24 hours a day every day.
We are very proud of our business and do our best to maintain the very highest standards at all times. We know that we may fall short sometimes, so if you have any complaints about our business, web site or products, we would love to hear from you so we can put them right as soon as possible!
Please email Keith Milsom, Managing Director, Email me here
We will deal with any complaints quickly, fairly and confidentially and make sure that you end up happy and we learn from any issues raised to improve our operations in future.
If you have any nice things to say about us, we like that as well
Privacy
We will only use your personal information to process your order and send you information you have requested. We do not pass on ANY personal details to ANYONE else for ANY reason whatsoever or do mailings or promotions on behalf of ANY other business..
You can browse our whole website without disclosing any personal data. If you want to join the Looks Gorgeous Club, we only need your email address. To place an order we will need your address and payment details.
All screens and data transfers involving payment information are protected using SSL encryption.
We are registered with the UK Data Protection Registrar, number [new number being issued] and you can see our entry [here]. This registration controls our collection, use, storage and security of all personal information recorded.
Anonymous analytics information
We use third-party web beacons from Yahoo! to help analyze where visitors go and what they do while visiting our website. Yahoo! may also use anonymous information about your visits to this and other websites in order to improve its products and servicles and provide advertisements about goods and services of interest to you. If you would like more information about this practice and to know your choices about not having this information used by Yahoo!, click here.
Use of your email address
When you place an order on our web site, we will send a confirmation email to the address you registered with. This will NOT contain your full payment details as email is not secure.
If you have ticked the “opt-in” box asking for information from us on new products and offers, we will send occasional emails when we have things that we think may be of interest.
If you have joined the free Looks Gorgeous Club, we will send a welcome email and introductory newsletter, then further newsletters about one a month.
We definitely do NOT give, swap, rent or otherwise make our email lists available to ANY other business. Some unscrupulous businesses do select company email addresses from the web and use them as “from” addresses for their unwanted SPAM. If you receive any email that purports to be from us but is not a genuine communication related to hair care or other Looks Gorgeous content that you have requested from us, please Forward it to us and we will investigate as best we can.
Use of your postal address
We will use your mailing address to send your order and will probably include one of our printed catalogues for you to look at.
As with email addresses, we will never lend, swap, rent or otherwise make you address available to ANYONE else.
Use of cookies
A “cookie” is a small text file that a Website puts on your local hard drive so that it can remember something about you at a later time. Our online ordering system uses a cookie to record a unique reference on your computer so that we can keep track of your order and retain the contents of your shopping basket.
Please note that we do not use cookies to store any of your personal or financial information on your computer
You can control the use of cookies on your computer and can turn them on or off at anytime (search for “cookies” in your web browser’s help screen). If your system is set to disallow cookies, you will not be able to use our shopping cart system.
To change your settings, search for “cookies” in your browser’s help screen.
In Internet Explorer 6
Tools / Internet Options / Privacy and move the slider to Medium
(you can always change it back after placing your order if you wish)
In Netscape 7
Open our site, then Tools / Cookie Manager / Allow cookies from this site
In Mozilla Firefox
Tools / Options / Privacy / Cookies then tick “Allow sites to set cookies”
Firewalls
Most firewall software also has cookie settings and you may need to change the setting to allow our site to set cookies – please look at the Help screens for your particular software for details
We will send an email confirmation of your full order details immediately after the order is placed. We will also send a printed invoice and a printed catalogue with the items you have ordered.
See our page of detailed terms and conditions for using our web site
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