If you would like to make a return, take a look at our policies below. We want to make sure you’re completely happy with your purchase. If there’s anything we can do to improve your experience, please contact us at Sales

Return Policy 

We’ll accept return requests for items that are unopened, unused, with the original tags still intact. The product(s) must be in their original packaging, if applicable, in the same condition it was received. 

We do not accept returns for the following:-

• Perishable items
• Gift Cards
• Bundled items which have been discounted i.e buy 1 get 1 free and buy 1 get % off, unless the entire bundle is returned.
• Items you have assembled
• Bespoke Furniture **

However, should your items be damaged or defective, these exceptions do not apply and we will work with you to arrange a return/refund. If after delivery you notice that the items are damaged/missing, we will require photographic evidence of all packaging and the product prior to the return/replacement as this evidence will be required for the courier. Please send all images over along with your name & order number to info@thelook-uk.co.uk

If you wish to return your item, we must receive your request within 28 days of the date you received your item. 

Can I cancel my order before delivery?

Should you wish to cancel your order prior to delivery, you are to contact us immediately, if the item is already in the network of the Courier, you can only request the item to be returned back to us and refuse delivery, this will incur a recharge fee of the carriage paid, if no carriage was paid a charge of up to £60 could be charged dependant upon the size and weight of the item. Please contact us for further details.
 

Bespoke Items ** Made to Order & Special Non-Stocked Items

If the item you have ordered is not from our held stock, we would have requested a supplier to commission the item especially for you, therefore this falls outside of the Consumer Contracts Regulations. In these circumstances we will do out best to cancel the order with the supplier before production, if we are unable to do so, you will be required to forfeit 40% of the cancellation order value, to cover costs borne by the Supplier. 

Refunds

Once we receive your returned item, our team will review your request and inspect the item. We will send you an email to confirm that we’ve received your item and are processing your request. We’ll follow up with another email once the request has been processed to let you know if your return was approved. 

If approved, the money will be refunded to your original method of payment within 3 working days. All payment companies are different in the amount of time it takes to confirm a payment, so it will likely take a minimum of a 3-5 days for the refund to show up in your bank statement. 

Exchanges

In the unlikely event that you receive a damaged or defective item, we’re happy to exchange the item for a new one. Please email Sales within 28 days of receiving your product to begin the process. However, should you wish to return and item and exchange for a bigger or smaller size or even for a different colour, please follow the returns procedure as normal (return shipping fees will apply).If you require the exchange for the new item to be delivered sooner, please place a new order before you return the old item. We will credit your account via your original payment method once we receive your return.

Return Shipping 

After you’ve submitted a return request to info@thelook-uk.co.uk we will send you a PDF of a return shipping label. Please print it out and affix to to your package. 

You are responsible for paying for the return shipping costs. We will deduct the cost of return shipping from your refund or if you prefer to send the items back via your own means, please ensure the item is tracked.

Return Shipping for Larger Items

If the item is large and delicate we will not send a return pdf shipping label to you, instead we will arrange the Courier to collect at your convenience, depending upon why the return is required, a fee may or may not apply for this. Should the item not be available after mutual agreement of a collection date, a charge will be applied, this could be anything up to £90 dependant upon weight and size of product.

If your item you wish to return is a Mactan Stone product, these items are extremely fragile and should not be taken out of the crate they are delivered in as this will be required to support the item during transit with it's return back to us. We recommend delivery via pallet using a pallet delivery company and obtaining insurance. Alternatively, we can arrange delivery of the item but the onus is on the customer to ensure the item is packaged well to avoid any damage during transit. Please contact us should you require further information.

Clearance/Sale

If the item is marked “sale” , "ex display" or " clearance " it does not qualify for a return and cannot be refunded. 

Insurance 

If you’re shipping an item over £50 consider purchasing shipping insurance to ensure it arrives. We can’t guarantee that we’ll receive your item. 

Undelivered Parcels

If after 3 unsuccessful attempts are made with delivery, the item will be returned back to ourselves and a return shipping cost will be applied to the account dependant upon the size of the item.

​​​​​​​Extended Holiday Returns Policy

​​​​​​​Free Shipping

Product availability

Items shown on this website may not always be in stock. If any of your chosen items are not in stock, you will be advised of our best estimate of availability and delivery date at the time you place your order. Please note that an indication of such dates is an estimate only and may be subject to change without notice, this does not constitute a contractual obligation by The Look to supply goods by a certain date. However, if availability is unduly delayed, we will use our best endeavours to keep you informed.

Delivery of larger items

Please be aware that when ordering any of our larger and heavier items that delivery is only to the doorstep/front of the property and therefore cannot be taken up or down any stairs as we only use one man delivery teams. Help will also be required at delivery point.

​​​​​​​Product images and descriptions

Please note that the colour of images shown on this website may be affected by the technology used to access it. Whilst we do our best to faithfully reproduce colours, some variation may occur.