FAQs

How do I place an order?

Browse or search for the product you want, select your options, and click Add to Cart. When you’re ready, go to your cart and proceed to checkout. Enter your shipping details and complete payment — you’ll receive a confirmation email straight away.

Can I change or cancel my order?

You can cancel or change your order within 12 hours of placing it, as long as it hasn’t been shipped yet. Contact us immediately at info@lookessence.com. Once your order has been dispatched, changes are no longer possible.

Do I need an account to order?

No, you can check out as a guest. However, creating an account lets you track your orders, save your shipping details, and check your order history more easily.

How do I search for products?

Use the search bar at the top of any page. Enter a product name or general keyword — broader terms return more results. Click any product name or image to view full details.

How long does delivery take?

Delivery times vary by location. After a 2–5 business day processing period, estimated shipping times are:

• United States, Canada, Europe — 10–20 business days
• Australia, New Zealand — 10–30 business days
• Central & South America — 15–30 business days
• Asia — 10–20 business days
• Africa — 15–45 business days

How do I track my order?

Once your order ships, you’ll receive an email with a tracking number. Use that number to follow your delivery on the carrier’s website. Please note that tracking may not always be available for free shipping orders, and items in the same order may ship in separate packages.

How are shipping costs calculated?

Shipping is free on all orders. We ship from warehouses in China (via ePacket or EMS) and the USA (via USPS) at no extra cost to you.

Do you ship internationally?

Yes, we ship to over 200 countries worldwide. If we’re unable to deliver to your location, we’ll contact you after your order is placed. Please note that customs duties or import fees may apply depending on your country — these are the buyer’s responsibility.

Can I change my shipping address after ordering?

Address changes are only possible within 12 hours of placing your order, before it enters processing. Contact us as soon as possible at info@lookessence.com and we’ll do our best to update it.

What payment methods do you accept?

We accept all major payment methods through Stripe: Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, and Link. All transactions are encrypted and processed securely.

Is it safe to enter my card details on your site?

Yes. All payments are processed by Stripe, one of the world’s most trusted payment platforms. Your card details are fully encrypted and never stored on our servers. We never see your full card number.

Will I be charged customs or import fees?

Possibly, depending on your country. We are not responsible for any customs duties, import taxes, or fees charged by your country’s customs agency. These charges are the buyer’s sole responsibility. We recommend checking your local customs rules before ordering.

What is your return policy?

All products come with a 60-day money-back guarantee. If you’re not satisfied for any reason, contact us and we’ll arrange a refund or replacement. Items must be returned unused at your expense. Please contact us before sending anything back.

What if my item arrives damaged or incorrect?

We’re sorry if this happens. Please contact us within 7 days of delivery with photos of the item and packaging. We’ll arrange a full refund or send a replacement at no extra cost to you.

How long does a refund take?

Once your return is received and approved, refunds are processed within 14 days back to your original payment method. You’ll receive a confirmation email when the refund has been issued.

Are your products authentic?

Yes. We only list products that are genuine and accurately described. If you ever receive an item that does not match its description or is not as advertised, you are fully covered under our Buyer Protection guarantee.

Do you offer discounts or promo codes?

Yes, we occasionally offer promotions and discount codes. The best way to stay updated is to subscribe to our newsletter or follow us on social media. Any active discount codes can be applied at checkout.

What is Buyer Protection?

Buyer Protection is a set of guarantees that lets you shop with confidence. You are covered when:

• Your order does not arrive within the promised delivery time
• The item you received is not as described on the product page
• You received a counterfeit item that was advertised as genuine