FAQs

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WHY AM I HAVING PROBLEMS ACCESSING THE CHECKOUT?

When this happens you will need to check that you have the correct SSL settings. To do this in Internet Explorer on Windows click on the tools menu from your web browser, select Internet options, and then go to the button called advanced.


From the details you are shown please ensure that all the SSL options are ticked.

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WHY CAN’T I SIGN INTO MY ACCOUNT?

If you have changed your email address recently then you may need to update your account details. To do this simply sign in using your old email address and password, then click on the 'My Account' link at the top of the page.


If you are still having problems please contact our Customer Service Team and they will be happy to help.


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WHY CAN’T I CHANGE THE QUANTITIES IN MY BASKET?

If you're having problems adding or substracting items from your basket we would advise you hit the  + or - button or hit the  x button. This will then remove each item individually.


If this does not work, we would advise that you delete your temporary internet files. To do this in Internet Explorer on Windows simply select the tools option from your web browser. Then select internet options, click the button 'Delete Files' and press 'OK'. Also click on 'Settings' button next to the 'Delete Files' button and make sure 'Every visit to the page' is selected.

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WHY CAN’T I ADD A NEW PAYMENT CARD?

Please ensure you are logged into your account and the details you are entering are correct.  If you are still unable to add a new card please try clearing your cookies via your internet options and try again.  If you are still having problems please contact our Customer Service Team and we will be happy to help.

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WHAT IS YOUR PRIVACY POLICY?

Please click here to view our privacy policy.

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WHAT ARE COOKIES?

A cookie is a little ID card that is placed on your computer by a web server.


Once you have a cookie, then every time you visit our site we know that it's you. Actually we don't know that it's 'you', we only recognize your browser. So if you use a different machine, or even a different browser on the same machine, then we will think you are a new visitor. If someone else uses your machine, and the same browser as you, then when they visit the site we will think they are you. That's why, if you share a machine, you should always logout at the end of a session. Most websites routinely log visitors. Web servers have access to small amounts of information, such as which browser you use, and the site that you came from to get here.


Any more information has to be submitted by you. Anything you don't tell us, we don't know. Anything you don't want to tell us, we won't know. Any information you do submit, is stored in our database against your cookie. This means that we can tailor the site to your preferences and you don't have to re-enter your details every time you come to the site (eg. we know your address from the last time).


This information is not stored on your machine, it is stored here, at our site so no-one else has access to it. The only information that we have is what you tell us. We don't even know your email address unless you tell us what it is.

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WHERE CAN I FIND YOUR TERMS AND CONDITIONS?

Please click here for our Terms and Conditions

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WHAT IS YOUR RETURNS POLICY?

Please click here to view our returns policy.

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ARE ALL PRODUCTS AVAILABLE FOR WORLD-WIDE SHIPPING?

Most products are available for world-wide shipping however there are some exceptions:


Kerastase products cannot be shipped to non-European countries

GHD irons/gift sets are not available for shipment to any non-European countries except USA & Canada.

The Babyliss 20 & 30 Piece Ceramic Roller Sets are only available for shipment within the UK.

NuBo products cannot be shipped to The United States.

There may be occasions when certain other 'large or heavy' items are not available to ship outside the UK, this will be reflected in the product description - so please read carefully.

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DOES A VALUE PACK COUNT AS ONE ITEM?

A value pack, no matter how many items it includes, counts as only one item for delivery.


Please note: because value packs only count as one item, they do not qualify as a multiple purchase required for many special offers. See individual offers for details.

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WHEN WILL I RECEIVE MY REFUND?

Once we have received your item at our warehouse we will process your return within 48 hours. You should expect to see your refund in your account within 5 working days once you have received your refund update email, please note some banks may take longer than 5 working days to process refund payment.


If you have not received your refund and it has been 10 working days since receiving your refund update email, please contact our Customer Service Team.

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WHAT IS YOUR RETURNS POLICY

Please click here to view our returns policy.

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HOW DO I RETURN AN ITEM?

In order to arrange a return, please contact us and inform our Customer Service Team of your order number, the item you are returning and the reason for the return.


We will then reply with a unique returns form and all information required to return your item.


You can return any unwanted products within 14 days provided they are unopened and in perfect condition.


If your item is faulty you will need to tell us what exactly the fault is. We will replace any faulty items like-for-like, or if the item is no longer available, will refund the original payment method.


When you return your item please remember to ask the Post Office for a receipt which you should keep as proof of sending until you have received your replacement or your refund. We cannot be held responsible for non-delivery of returned goods.

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DISCOUNT CODE/ FREE GIFT EXCLUSIONS?

All sale items are excluded.


All electrical items are excluded


 All frangrance items are excluded


All items from the below brands are excluded:


3D Hair


AcnEase


Advanced Nutrition Programme


Aesop


Agua de Colonia


Alcina

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HOW DO I USE A DISCOUNT CODE?

Using a discount code is easy:


Add the item(s) to your basket

Once you have finished shopping view the basket and enter your discount code in the box marked “Got a discount code? Enter it here”

Hit “Add” to apply the discount to your order

Please note that you can only use one discount code per order and you are not able to use them in conjunction with any other offers.


Discount codes can be used across most of our categories with the exception of electronics, computing and games consoles.


If you are having trouble redeeming your promotional or unique discount code, please log into your account and send us an email or call us straight away as discount codes have expiry dates. We will not be able to refund you the discount amount if the code was not applied to your basket or an attempt made to contact us.

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WILL I BE CHARGED VAT?

All orders placed, which are being delivered within the UK and are inclusive of VAT.


Orders with a delivery address outside the UK may be subject to import duties and taxes (including VAT) which are levied once a delivery reaches your destination country. Any such additional charges must be borne by you. You should note that customs policies and practices vary widely from country to country. We recommend that you contact your local customs office for information.


Please note, cross border shipments may be subject to opening and inspection by customs authorities. In respect of all goods dispatched to you to an address outside of the United Kingdom, you are deemed to be the importer of the goods and must therefore comply with all the laws and regulations of the country into which the goods are being delivered.

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WHY HAS MY PAYMENT BEEN DECLINED?

If your payment has been declined, the card details in your account may not match the details held by the bank or card provider. 

Please check the following information on your payment details:


Have you entered the correct expiry date?

Does the billing address and postcode you entered match the details held by your card provider? 

Do you have sufficient funds available on the card?

Has the card you paid with expired? If so you will need to enter the details of a different card.

If your bank has declined our request for payment then you'll need to contact them directly.

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WHY CAN I SEE A PAYPAL PAYMENT TRANSACTION PENDING IN MY PAYPAL ACCOUNT?

When opting to pay via paypal, you will see a notification in your paypal account which authorizes the payment to be taken when your order is ready for dispatch.  Payment is not debited from your paypal account until dispatch.

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WHAT IS YOUR PRIVACY POLICY?

All prices shown on our website are inclusive of all applicable local taxes and duties for delivery to the UK and are correct at the time they are entered on to the system.


We reserve the right to alter product prices on the website without notice. Whilst we make every effort to ensure that all prices on our website are accurate and up-to-date, sometimes errors do occur and the prices stated are incorrect.


If we discover an error in the price of the goods that you have ordered we will let you know as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If you cancel your order and you have already paid for the goods, then you will receive a full refund.


Please see our terms and conditions for more information.


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I HAVE OPTED TO PAY USING PAYPAL BUT I HAVE RECEIVED AN EMAIL ADVISING I HAVE A PAYMENT PROBLEM ON MY ACCOUNT

We're sorry to hear that, you will need to cancel your order and place it again as we are unable to resolve a payment issue using paypal.

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HOW CAN I PAY FOR MY ORDER?

We offer various payment methods for your order including:


Visa


Visa Debit


Mastercard


Maestro


Visa Electron


American Express


Paypal


Adyen


We are sorry but we are unable to accept cheques or postal orders.


We take fraud very seriously so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

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CAN I HAVE MY ITEM DELIVERED TO AN ALTERNATIVE ADDRESS WHEN PAYING BY PAYPAL?

We are only able to deliver to the address that you select whilst you are checking out on our site.  Please ensure once you have logged into PayPal that you check the payment method and the post to address before clicking on "Pay Now"

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WHAT DOES PRODUCT AVAILABILITY MEAN?

Product availability lets you know when a product is likely to be dispatched:


Pre-order - this item has not yet been released

In stock dispatched within 24 hours - this item is in stock in our warehouse

Usually dispatched within 3 days - this item is not in stock at the warehouse, but our supplier has the item in stock

Usually dispatched within 1 week - this item is in stock at the manufacturer

Usually dispatched within 1 month - this is a special order item from the supplier

Temporarily unavailable - this item is out of stock with no availability dates at the moment

Sold out - this item is currently not available

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HOW DO I SEARCH FOR AN ITEM?

If you know what you’re looking for then the search box is one of the quickest ways to find it. The search box is always on the top of every page, wherever you are on the website.


You can search by product or brand name. You will then be shown products on the page that may match your query.

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HOW DO I PLACE AN ORDER?

It's easy to place an order with us. Once you have found the product you would like to purchase:


Click add to basket to put the item straight into your basket or click through to the item page and then choose to add to basket or go to checkout.

You can then view your shopping basket and go to the checkout or continue shopping.

Select from your stored details which address you would like your item to be delivered to. If this is the first purchase you have made and are registering, you will need to complete the required details.

Select your preferred delivery method

Select from your stored payment options how you would like to pay. Again if this is your first order you will need to enter these details.

Please remember to check your order details before submitting your payment for processing.

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HOW DO I AMEND MY BASKET?

Click on 'View basket' at the top of the page.

You will see the description, price and quantity of each item currently in your basket.

You can change the quantity by using the +/- buttons, or remove the item altogether by clicking 'x'.

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HOW CAN I TELL IF I HAVE SUCCESSFULLY SUBMITTED AN ORDER?

All successful orders will be shown in the order history section of your account.  If an order is not visible in this section then it is likely that the order has been unsuccessful. 

There are a number of reasons why an order hasn't been successful. It could be owing to the payment not being accepted or the order being placed under a different account.

If you wish to double check whether an order has been placed please contact our Customer Service Team confirming the postcode with which you registered and we will be happy to investigate this further for you.

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DO YOU HAVE AN ADDRESS I CAN WRITE TO?

Yes, you can write to us at the following address:


 


Neutral Skin Care

Meridian House

Gadbrook Park

Northwich

Cheshire

CW9 7RA

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WILL I NEED TO SIGN FOR MY ORDER?

A signature is required for high value and large / bulky orders. These deliveries are made by courier and will require a signature on delivery by someone over the age of 18.


If you are not at home, the courier will leave a card stating the date and time they called. Please contact the number on the card to arrange a second delivery.


For the majority of orders that are sent by standard delivery these do not require a signature.

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WHAT HAPPENS IF I AM NOT AT HOME TO ACCEPT MY DELIVERY?

Some of the products on our site do not require you to be at home to take delivery as they will fit through your letterbox. 


In the event that you have ordered a product which will not fit through your letterbox or requires a signature and are not in to take delivery, then the courier will leave a calling card to advise that delivery has been attempted. Follow the instructions on this card to rearrange delivery or to collect your products.


Please note that the courier may leave your parcel with a neighbour, or in a secure location. If this occurs, you will be advised of this on the calling card.

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WHAT DO I DO IF I HAVE NOT RECEIVED MY ORDER?

Once your order has been sent, you will receive a dispatch confirmation email which will advise your estimated delivery date. If your order has not arrived by the estimated delivery date, we're here to help.


Please note that this is only an estimated date and before contacting us can you check the following:


If your order has been sent on a tracked service, check the tracking link via your dispatch confirmation email to view the up to date tracking.


Sign into your account to check we have the correct delivery address for your order and your contact details are up to date.

Check to see if you have a delivery card from one of our carriers. Your parcel may be awaiting collection at a local sorting office or delivery depot, or you may need to arrange redelivery.

Check with your neighbours to see if they have accepted the parcel on your behalf.

Look in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.

If you still cannot locate your order we ask you to please allow the following amount of time to pass before reporting your order as missing:


- Any orders on a Tracked Service should be reported as missing within 7 days of expected delivery date. Please allow 14 days from dispatch before reporting an item as missing.


If your order has not arrived after this time, and you are certain that it isn't with a neighbour or another member of your household, please contact us and we will investigate further.


It is our policy to replace items that are lost in post, this does not affect your statutory rights.


Please note that items must be reported as missing within 40 days of being dispatched to you as we are unable to take any action on your behalf after this time.

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WHAT DELIVERY OPTIONS DO YOU OFFER?

Please click here to see a list of our delivery options.


Please Note:


Express Delivery is 2-3 days for Isle of Scilly, Isle of Man, Channel Islands, Scottish Highlands, Isle of Wight and Northern Ireland (BT1- BT9).


Saturday Delivery is only available in England and Wales and in Belfast postcode areas BT1 – BT9.

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THERE IS AN ITEM MISSING FROM MY ORDER. WHAT SHOULD I DO?

Due to our extensive range of products your items may be packed in separate parcels and will sometimes be delivered at different times.


Please check the items listed on your dispatch confirmation email. If you are missing an item that is not listed please allow longer for it to be delivered.


If you are missing an item listed on the dispatch email, please contact our Customer Service Team.

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WHAT DO I DO IF I HAVE RECEIVED INCORRECT OR FAULTY GOODS?

We're sorry that your delivery has not gone smoothly. Please accept our apologies for any inconvenience this may have caused.


Please contact our Customer Service Team to arrange a replacement order.

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WHAT HAPPENS IF MY ADDRESS IS WRONG?

Orders delivered to an incomplete or incorrect delivery address are not covered by our free replacement policy. You will assume the risk for the products once they have been delivered to the delivery address which you specified when ordering the products.


We accept no liability where you provide an incorrect delivery address or where you fail to collect the products from the delivery address which you specified. Please check that your address is correct before submitting your order.

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WHY CANT I SIGN INTO MY ACCOUNT?

If you have changed your email address recently then you may need to update your account details. To do this simply sign in using your old email address and password, then click on the 'My Account' link at the top of the page.


If you are still having problems please contact our Customer Service Team and they will be happy to help.

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ACCESS TO INFORMATION

You have the right to ask what personal data is held by us about you. We may charge a fee for this which will not exceed £10.00. You may exercise your above right by means of a request in writing to us at:


Look Fantastic


Meridian House


Gadbrook Park


Northwich


Cheshire


CW9 7RA

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ARE MY PERSONAL DETAILS SAFE IF I CREATE AN ACCOUNT?

We are fully compliant with the Data Protection Act and your account and personal details are protected.


You will need to log in to view or amend any of your personal details.


Information stored in your account will be your home address, delivery addresses, your email address and your payment details. You can access and amend your details at any time by logging into your account.


Click here for full details of our privacy policy.

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HOW DO I CHANGE MY PERSONAL DETAILS

Log into your account and you will be able to amend your payment and address details.

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HOW DO I ENSURE I RECEIVE UPDATES REGARDING MY ORDER?

The emails sent by our automated system can occasionally be blocked by Hotmail, GMAIL, Yahoo Mail or similar services, and redirected to the Junk mail folder of the your mailbox. Please check here first.


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HOW DO I REGISTER?

If you are a new customer, you will need to register before you can make any purchases. 


Registering with us is easy. Simply click on My Account at the top of the page and you will be able to click on the new customer area. Enter your name, email address and a password. You can then save your delivery addresses and payment cards with us making buying even easier.

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HOW DO I SEE WHAT I HAVE ORDERED?

You can view your order history by signing into your account.


The account summary page shows your outstanding orders and the products you have ordered.

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I HAVE FORGOTTEN MY PASSWORD. WHAT SHOULD I DO?

Don't worry. Just go to My Account at the top of the screen and you'll see a box at the bottom of the login screen called 'forgotten your password'. Enter the email address associated with your Neutral account.


Click on Submit and we'll email you instructions on how to reset it.

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CAN I AMEND MY ORDER?

We’re sorry but it is not possible to make changes to your order once you’ve placed it. If you’d like to add products to your order, please place a new order for these items.


In order to protect our customers from potential fraud, we are also unable to amend address details once the order has been submitted.


Please ensure that the delivery address is correct before you submit your order. You have the option to change the delivery address at checkout.

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HOW WILL I KNOW WHEN MY ORDER HAS BEEN CANCELLED?

Once you have completed your cancellation you will receive an email to confirm the cancellation request was successful. Please allow up to one hour for us to confirm whether your item(s) has been successfully cancelled.

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WHAT DO I DO IF I HAVE ORDERED THE WRONG ITEM?

Don't worry you can cancel the order up to the point of entering our warehouse process by accessing your order in your account.


If you have already received your item, please read our returns policy to find out how to return the item to us.

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WHY HAS MY ORDER BEEN CANCELLED?

We’re sorry that we have had to cancel your order. Although we aim to fulfil all orders placed, occasionally we sometimes run out of stock and have to cancel orders.


We will always send you an email to let you know that an order has been cancelled and tell you why.

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HOW DO I SEE WHAT I HAVE ORDERED?

You can view your order history by signing into your account.


The account summary page shows your outstanding orders and the products you have ordered.

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HOW WILL I KNOW WHEN MY ORDER HAS BEEN DISPATCHED?

You will receive an email from us to confirm your item has been sent. We send each item you have ordered separately to prevent any delays with your order.


You can also check the status of your order by accessing your account. Once the status of your items changes to dispatched it has left us and is on its way to you.

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WHERE IS MY ORDER?

Please follow the steps below:


1. Find the status of your order by logging into your account and viewing your order history. This will display outstanding and previous orders. Click through to view your order and you will be able to see the date your order was dispatched or an estimated date for dispatch.


2. Please check your email to see whether you have received a dispatch confirmation. This email will confirm the estimated delivery date for your order and a link to the courier website if your order has been sent on a tracked service.


3. If your order has been dispatched, please check the delivery timescales to see when your order should arrive.


Please click here to see a list of our delivery options and timescales

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DO YOU DELIVER TO MY COUNTRY?

We offer delivery to a number of destinations worldwide.

If you wish to see whether we deliver to the country you require, please click on the link below.

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WHAT DO I DO IF I HAVE ORDERED THE WRONG ITEM?

Don't worry you can cancel the order up to the point of entering our warehouse process by accessing your order in your account.


If you have already received your item, please read our returns policy to find out how to return the item to us.

Categories: Your Orders & Account,Ammending or cancelling an order
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WHY HAS MY ORDER BEEN CANCELLED?

We’re sorry that we have had to cancel your order. Although we aim to fulfil all orders placed, occasionally we sometimes run out of stock and have to cancel orders.


We will always send you an email to let you know that an order has been cancelled and tell you why.

Categories: Your Orders & Account,Ammending or cancelling an order
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HOW DO I SEE WHAT I HAVE ORDERED?

You can view your order history by signing into your account.


The account summary page shows your outstanding orders and the products you have ordered.

Categories: Your Orders & Account,FIND MY ORDER
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HOW WILL I KNOW WHEN MY ORDER HAS BEEN DISPATCHED?

You will receive an email from us to confirm your item has been sent. We send each item you have ordered separately to prevent any delays with your order.


You can also check the status of your order by accessing your account. Once the status of your items changes to dispatched it has left us and is on its way to you.

Categories: Your Orders & Account,FIND MY ORDER
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WHERE IS MY ORDER?

Please follow the steps below:


1. Find the status of your order by logging into your account and viewing your order history. This will display outstanding and previous orders. Click through to view your order and you will be able to see the date your order was dispatched or an estimated date for dispatch.


2. Please check your email to see whether you have received a dispatch confirmation. This email will confirm the estimated delivery date for your order and a link to the courier website if your order has been sent on a tracked service.


3. If your order has been dispatched, please check the delivery timescales to see when your order should arrive.


Please click here to see a list of our delivery options and timescales

Categories: Your Orders & Account,FIND MY ORDER
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DO YOU DELIVER TO MY COUNTRY?

We offer delivery to a number of destinations worldwide.

If you wish to see whether we deliver to the country you require, please click on the link below.

Category: Your Orders & Account