Call Member Care

We're always here for our members. For questions or assistance, you can call Monday - Friday, 6AM to 6PM Pacific to speak to a HauteLook representative.

Chat Live with Member Care

You can also live chat with Member Care from 7AM Pacific through 6PM Pacific, 7 days a week.

Email Member Care

Email us day or night with any questions, issues or suggestions here.

General Info

1. What is HauteLook?
HauteLook is a premier members-only site that offers private, limited-time sale events on the world's best brands. Each day, members receive an email invitation to the newest, most exclusive sale events on the best merchandise for men, women, kids, home and beauty - at prices up to 75% off retail. HauteLook is free to join and everyone is welcome - there are no commitments or charges for membership.
2. How does HauteLook offer such great prices?
HauteLook partners with top fashion and lifestyle brands, suppliers and service providers to offer insider access to the highest quality merchandise. As a result, we're able to deliver a wider selection of the latest styles at deeply discounted prices for our members.

In order to offer our members great deals on the widest selection of brands possible, we will occasionally offer merchandise provided by carefully chosen suppliers, rather than from the brand directly. Because we buy in larger quantities from these suppliers, we are able to pass those savings along to our members.
3. What is a HauteLook Independent Sale event?
On occasion, we host a HauteLook Independent Sale Event -- another way to offer our members the most exclusive brands and products at amazing discounts. If you see a "HauteLook Independent Sale Event" label next to an event or product, it means that the available merchandise is provided by carefully chosen suppliers rather than directly from the brand itself.

In a HauteLook Independent Sale Event, you can expect:
- Guaranteed Authenticity: A HauteLook Independent Sale Event goes through a multi-step verification process and we guarantee 100% authenticity of every product.
- Carefully Chosen Independent Suppliers: To participate in a HauteLook Independent Sale Event, suppliers must first go through an extensive certification process to ensure authenticity, quality, and integrity of product.
4. Will I be charged anything to be a HauteLook member?
Absolutely not - we think everyone deserves access to great merchandise at affordable prices. No membership fees, no commitments -- you only pay for the items you buy during a sales event.
5. How do I become a member?
HauteLook is free to join and open to everyone. From the home page, just enter your name, email and a bit of basic information, click "Submit" and you can begin shopping!

Member Accounts

1. How do I change my password?
To change your password, click on "Account" in the top menu bar. At the top of this page you will see tabs for each section of your Account. Click on the "Profile" and you'll see the "Password" section to the right. Once you enter your new password hit "Update My Password" to save your changes.
2. I forgot my password. What do I do?
It's easy to reset your password. Click on "Forgot Password?" on the home page, enter your email and click "Submit." We'll email you a link to reset your password.
3. How do I change my billing address?
You can change your billing address at any time by going to "Account" and then clicking on the "Shipping & Payment" tab. You can add a new billing address by selecting "New payment type." You may delete any incorrect addresses by selecting "delete" on the address you wish to remove. You can also add a new billing address during the checkout process.
4. How do I change my shipping address?
You can change your shipping addresses at any time by going to "Account" and then clicking on the "Shipping & Payment" tab. You can add a new shipping option by clicking on "New address." You may delete any incorrect addresses and you can also add a new shipping address during checkout. If you place an order and you need to change the shipping address, simply contact Member Care before 6PM Pacific on the same day of your purchase and they will be happy to help you out.
5. Can I have multiple shipping addresses on file?
Of course. You can add them during checkout, or you can manage addresses any time by simply clicking on "Account" and then choosing "Shipping & Payment". If you place an order and you need to change the shipping address, simply contact Member Care before 6PM Pacific on the same day of your purchase and they will be happy to help you out.
6. How do I update my payment information?
If you would like to add, change or delete payment information, simply go to "Account" and then select the "Shipping & Payment" tab, where you are able to update or add new payment information. You may also update or add payment information during the checkout process.
7. How do I unsubscribe or subscribe to emails?
If you would like to change your email preferences, simply go to "Account" and click on the "Profile" tab. Here you can scroll down to the "Email Preferences" section, where you can choose to unsubscribe or subscribe to our emails.

Sale Events

1. How does a HauteLook sale event work?
HauteLook has a team of experts dedicated to bringing members the most exciting brands and products. We partner with brands, suppliers and service providers to host events offering the widest style and size selection and the best prices possible, usually at 50-75% off retail. When a sale event is complete, we work with our partner or supplier to fulfill the order. Once we receive the items from the partner or supplier, HauteLook then packs and ships the items out to the members.
2. How long does a sale event last?
Typically, HauteLook sale events starting Monday – Thursday will begin at 8AM Pacific and run for 48 hours. Events starting Friday or Saturday will run until Monday morning. We always recommend shopping as early in the event as possible – it’s not unusual for styles to sell out quickly.
3. When do HauteLook sale events start?
All HauteLook events start at 8AM Pacific to allow equal access to members in all time zones.
4. How do I learn about HauteLook sale events?
Every morning, HauteLook members receive an email listing the day’s new events. Simply click on the email to start shopping. You can also check the "Upcoming Sale Events" section on our home page for a preview of upcoming brands and events.
5. What does it mean when an item is on hold?
Each sale item has a set amount of inventory. An item is placed "on hold' when the last available piece is put in another member's shopping cart but has not yet been purchased. Items return to availability if they have been in a shopping cart for fifteen minutes with no activity, so don't lose hope if an item you love is "on hold."
6. How long can I have an item in my shopping cart?
You may keep an item in your cart for 15 minutes. During that time, no other member will be able to add that item to their cart. If an item times out but is still available, you can add it back to your cart by clicking "Add It Again."
7. How do I pay for my HauteLook purchase?
a. HauteLook currently accepts payment through PayPal, and credit card payment from Visa, MasterCard, and American Express. U.S. members may also pay with BillMeLater. You can select or add payment options during the checkout process or at any other time by going to "Account" and then selecting "Shipping & Payment." You can also always pay with HauteLook credit earned through invitations and returns.
8. Does HauteLook charge sales tax?
STATE & LOCAL SALES TAXES

The terms contained herein are subject to change as the taxation of online transactions is continually evolving. HauteLook strives to comply with state and local tax laws as they exist currently and continues to monitor and update its taxation policies as those laws change.

States Where HauteLook Collects Sales Taxes

Orders shipped to AZ, CA, CO, CT, DC, FL, GA, HI, IA, ID, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NV, NY, OH, PA, RI, TN, TX, UT, VA or WA will have all applicable local and state sales taxes added to your total order, and to your shipping charges where appropriate.

States Where HauteLook Does Not Collect Sales Taxes

HauteLook does not collect sales or use taxes in all states. For states imposing sales or use taxes, your purchase may be subject to use tax unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the Internet or by other remote means. Many states require purchasers to file a sales/use tax return at the end of the year reporting all of the taxable purchases that were not taxed and to pay tax on those purchases.

You may have a tax obligation in states where HauteLook does not collect sales tax. Details of how to report these taxes may be found at the websites of your respective taxing authorities.

Gift Cards

1. What is an eGift Card?
HauteLook.com eGift Cards can be used to buy almost any item sold on HauteLook.com. You can buy eGift Cards for amounts $25, $50, $75, $100, $250, and $500 and send them by e-mail to friends and family.
2. How do I purchase an eGift Card?
1. Click on the eGift Card link at the bottom of our home page.
2. Select the desired eGift Card amount.
3. Enter gift recipient's name, email address and desired delivery date.
4. Provide payment information for your purchase.
5. Review your order and click Place order button to complete your purchase.
3. How do I redeem an eGift Card?
1. Visit www.hautelook.com
2. Enter eGift Card code at checkout when prompted and click "apply".
3. Your eGift Card balance will be automatically applied to your order total.
4. Do eGift Cards expire?
No, eGift Cards do not expire.
5. What happens to the rest of my eGift Card if I don't use it all at once?
If your order total is less than the amount on your HauteLook eGift Card, the remaining amount will be available using the same claim code for future purchases.

If your order total is more than the amout on your HauteLook eGift Card, you will need to pay for the remaining balance with another payment method.
6. How do I check my eGift Card balance?
During checkout, enter your eGift Card claim code and click "apply" to see the remaining balance.

Getaways

1. Is my upcoming HauteLook Getaway still valid?
Absolutely - any travel booked on HauteLook has been communicated to the hotel properties and will be fulfilled as normal. Your Getaways information is available in your account, but if you have any questions before or during your stay, please don't hesitate to contact Member Care. Support is available 24/7 for all Getaways travelers.
2. Can I cancel my Getaways reservation?
In order to provide the greatest value possible, Getaways reservations on HauteLook are non-refundable and non-changeable. if you have any questions before or during your stay, please don't hesitate to contact Member Care. Support is available 24/7 for all Getaways travelers.

Returns, Credit & Refunds - U.S.

1. What is HauteLook's return policy?
HauteLook gladly accepts returns on apparel, footwear, and all accessories (bags, sunglasses, leather goods, jewelry and watches) within 21 days from the time your order is shipped. Items must have all original tags attached and will not be accepted if they have been worn, altered, or damaged. Handbags must be returned in the original packaging, including dust bags when applicable.

HauteLook does not accept returns from the following categories, which are final sale only: Cosmetics & Beauty, Hosiery, Intimates and Men's Personal Furnishings, Swimwear, Vintage, Home Goods, and any "blowout" events marked as final sale.

Returns in the US are eligible for HauteLook credit or a refund to your original form of payment. If you choose HauteLook credit, return shipping's on us. If you prefer a refund, return shipping is just $5.95, automatically deducted from your refund.
2. How long do I have to return an item to HauteLook?
HauteLook gladly accepts returns on apparel, footwear and accessories within 21 days from the time your order is shipped. Returns received after 21 days may be accepted at HauteLook's discretion and will be subject to a restocking fee of 50% of the returned item's sale price.
3. How do I return an item to HauteLook?
Returning an item to HauteLook is easy! If you're returning apparel, footwear or accessories (excluding jewelry or watches), just follow the directions below:
- Login to HauteLook and go to "Account"
- Choose "Returns" at the top of the page
- Find the item(s) you want to return, select a reason for the return, and then click the "Add To Return" link.
- After you've selected all the item(s) to be returned, click the "Process returns" button to complete the 3 step return process.
To return jewelry or watches, please call Member Care at 1-888-547-8438 to start the return process.
4. Who pays for shipping a return to HauteLook?
If you choose to receive HauteLook credit, the return shipping is free for US orders. If you prefer a refund, you may use our label for a low flat rate of just $5.95 for US orders. This amount will be automatically deducted from your refund.
5. Can I exchange an item for a different color or size?
One of the ways HauteLook can provide such a wide selection and low prices is because typically, we only purchase what our members order once an event is complete. We don't have a warehouse of pre-selected inventory. For that reason, members are unable to exchange items.
6. What if my item was damaged in transit?
If you receive a damaged item, please call HauteLook Member Care at 1-888-547-8438 between 6AM - 6PM Pacific Monday-Friday and we'll take care of it immediately.
7. Can I return items from different HauteLook sale events in the same box?
Sure. Just be sure that all of the items are processed as one return with one shipping label and that it's within the eligible return time frame.
8. How will I know that HauteLook has received my return?
Most returns are processed within 24-48 hours of receipt. We'll send an email to let you know your return has been processed and the amount of your return credit or refund.
9. How long will it take to receive my HauteLook credit? How do I use a credit?
If you choose to receive a HauteLook credit, you will receive your credit as soon as we've processed the return (usually within 24-48 hours of receiving the package.) We'll send an email letting you know that your return has been processed, at which point the credit will be available to use on HauteLook.

If you choose to receive a refund to your original method of payment, we will email you with the total amount of your refund as soon as the return has been processed. You should see the refund reflected on your credit card, PayPal account, Bill Me Later account, or billing statement within two to three weeks.

If you prefer a refund and used HauteLook credit to pay for any part of your order, that amount of HauteLook credit will be returned to your account, and you will be refunded any remainder to your method of payment.
10. Does HauteLook credit expire?
HauteLook Return credit never expires. You can use it whenever you want.

HauteLook Friend Referral, Member Care Courtesy and Promotional credit are valid for 90 days from the date of issue.
11. How do I know if I have any credit that will expire?
You can review the status of your credit at any time by clicking on "Credit".
12. Can I convert my HauteLook credit into cash?
No, HauteLook Credit must be used on the HauteLook site and cannot be redeemed for cash. But with so many new events each day, we know you'll find a great way to spend it!

Returns, Credit & Refunds - International

1. What is HauteLook's return policy?
For Canadian and Australian orders, HauteLook gladly accepts returns on apparel, footwear and accessories (including bags, sunglasses, leather goods, jewelry and watches) within 21 days from the time your order is shipped. Items must have all original tags attached and will not be accepted if they have been worn, altered, washed, or damaged.

HauteLook does not accept returns from the following categories, which are final sale only: Cosmetics & Beauty items, Hosiery, Intimates, Swimwear, Toys, Books, Vintage, Home Appliances, Home Goods, Brand "blow-out" events
2. How long do I have to return an item to HauteLook?
HauteLook gladly accepts returns on apparel, footwear and accessories within 21 days from the time your order is shipped. Returns received after 21 days may be accepted at HauteLook's discretion and will be subject to a restocking fee of 50% of the returned item's sale price.
3. How do I return an item to HauteLook?
Returning an item to HauteLook is easy! If you're returning apparel, footwear or accessories (excluding jewelry or watches), just follow the directions below:
- Login to HauteLook and go to "Account"
- Choose "Returns" at the top of the page
- Find the item(s) you want to return, select a reason for the return, and then click the "Add To Return" link.
- After you've selected all the item(s) to be returned, click the "Process returns" button to complete the 3 step return process.
To return jewelry or watches, please call Member Care to start the return process.
4. Who pays for shipping a return to HauteLook?
Canadian and Australian orders may be returned for HauteLook credit or a refund to your original method of payment. For Canadian orders a $10.95 return shipping fee will automatically be deducted from your return, for Australian orders, the fee will be $25.95.
5. Can I exchange an item for a different color or size?
One of the ways HauteLook can provide such a wide selection and low prices is because typically, we only purchase what our members order once an event is complete. We don't have a warehouse of pre-selected inventory. For that reason, members are unable to exchange items.
6. What if my item was damaged in transit?
For Canadian orders, if you receive a damaged item, please call HauteLook Member Care at 1-888-547-8438 between 6AM - 6PM Pacific Monday-Friday and we'll take care of it immediately. For Australian orders, please contact member care via email or live chat here.
7. Can I return items from different HauteLook sale events in the same box?
Sure. Just be sure that all of the items are processed as one return with one shipping label and that it's within the eligible return time frame.
8. How will I know that HauteLook has received my return?
Most returns are processed within 24-48 hours of receipt. We'll send an email to let you know your return has been processed and the amount of your return credit or refund.
9. How long will it take to receive my HauteLook credit? How do I use a credit?
If you choose to receive a HauteLook credit, you will receive your credit as soon as we've processed the return (usually within 24-48 hours of receiving the package.) We'll send an email letting you know that your return has been processed, at which point the credit will be available to use on HauteLook.

If you choose to receive a refund to your original method of payment, we will email you with the total amount of your refund as soon as the return has been processed. You should see the refund reflected on your credit card, PayPal account, or billing statement within two to three weeks.

If you prefer a refund and used HauteLook credit to pay for any part of your order, that amount of HauteLook credit will be returned to your account, and you will be refunded any remainder to your method of payment.
10. Does HauteLook credit expire?
HauteLook Return credit never expires. You can use it whenever you want.

HauteLook Friend Referral, Member Care Courtesy and Promotional credit are valid for 90 days from the date of issue.
11. How do I know if I have any credit that will expire?
You can review the status of your credit at any time by clicking on "Credit".
12. Can I convert my HauteLook credit into cash?
No, HauteLook Credit must be used on the HauteLook site and cannot be redeemed for cash. But with so many new events each day, we know you'll find a great way to spend it!

Shipping - U.S.

1. How long will it take to get my order?
Once you place an order, HauteLook shipments generally take 10 - 14 business days to arrive on your doorstep. You can check out the "Estimated Delivery Dates" provided for each product by going to the "Orders" section in your "Account" and looking under "Order Status."
2. What if my order is not delivered within the Estimated Delivery Dates window?
We work very hard to deliver your orders within the Estimated Delivery Dates window. On the rare occasion when our deliveries are running later than anticipated, we will update the "Orders" section of your account with the new timing. If you have any concerns, feel free to contact Member Care at 1-888-547-8438.
3. Why do HauteLook orders take longer to arrive?
One reason HauteLook offers the best prices and the widest selection is that in most cases, the brands and suppliers only ship what has been ordered once an event has closed. Their shipment to HauteLook can take several business days. Once we receive the merchandise, we quickly sort, pack, and deliver it to our members, but the process can take up to 14 business days. The HauteLook team is continuously working hard to reduce shipping times.
4. How do I track the progress of my order?
You will receive an email from HauteLook when your order is confirmed and another when it ships. To check the status of your order, visit the "Account" section and then click on "Orders." You’ll see when your order is placed, when the shipment arrives at our warehouse, and other key steps in the process.
5. Why can't I ship overnight or 2-day service?
One reason HauteLook offers the best prices and selection is that in most cases, our brands and suppliers only ship what's ordered after the event has closed. Their shipment to HauteLook can take up to 3-5 business days. Once we receive the merchandise, we quickly review it, pack it, and then deliver it to our members. Due to this model, we cannot offer overnight shipping at this time.
6. Can I ship to PO boxes or APO/FPO addresses?
Sorry - HauteLook does not currently ship to PO boxes or APO/FPO addresses.
7. I purchased something from your site but then was told that it would not be delivered. What happened?
We work closely with brands, suppliers and service providers to determine the exact number of items available for each event, but occasionally fewer items than anticipated are available after the sale event is complete, which leads to some members not receiving their items.

Those few members whose orders are affected by these shortages will be notified by email and receive a full refund for the unavailable item(s), as well as a HauteLook account credit ($5 for beauty items, $10 for all other categories.)

We are working with our partners and suppliers to eliminate this problem.
8. How much does shipping cost?
For US orders we charge a flat $7.95 shipping rate with incremental charges for packages over two pounds.

Shipping - International

1. Where does HauteLook Ship?
Currently, HauteLook ships to Canada and select events are available for shipment to Australia. We are committed to giving everyone insider's access to the world's best brands, so we're looking into the best ways to serve the rest of our international members.
2. I don’t live in the U.S.; can everything available on HauteLook be shipped to me
We try to provide all of our members with the most exclusive access to the world’s best brands. If a particular item cannot be shipped for any reason, we will make sure to have that information listed on the product page and also notify you at checkout.
3. How long will it take to get my order?
Once you place an order, HauteLook shipments generally take 10 - 14 business days to arrive on your doorstep. You can check out the "Estimated Delivery Dates" provided for each product by going to the "Orders" section in your "Account" and looking under "Order Status."
4. What if my order is not delivered within the Estimated Delivery Dates window?
We work very hard to deliver your orders within the Estimated Delivery window. On the rare occasion that our deliveries are running later than anticipated, we will update the "Orders" section of your account with the new timing.
5. How do I track the progress of my order?
You will receive an email from HauteLook when your order is confirmed and another when it ships. To check the status of your order, visit the "Account" section and then click on "Orders." You’ll see when your order is placed, when the shipment arrives at our warehouse, and other key steps in the process.
6. Can I ship to PO boxes or APO/FPO addresses?
Sorry - HauteLook does not currently ship to PO boxes or APO/FPO addresses.
7. I purchased something from your site but then was told that it would not be delivered. What happened?
We work closely with brands, suppliers and service providers to determine the exact number of items available for each event, but occasionally fewer items than anticipated are available after the sale event is complete, which leads to some members not receiving their items.

Those few members whose orders are affected by these shortages will be notified by email and receive a full refund for the unavailable item(s), as well as a HauteLook account credit ($5 for beauty items, $10 for all other categories.)

We are working with our partners and suppliers to eliminate this problem.
8. How much does shipping cost?
For orders shipped to Canada, we simply charge a flat $10.95 shipping rate (this includes brokerage fees) with incremental charges for packages over two pounds, and an international surcharge of 20%, which covers GST, PST and duties.

For orders shipped to Australia the shipping charges will be based on the weight of the package.

These charges will be displayed when you check out, and what you see is what you pay - there will be no additional charges upon receipt.

Please note: all prices and charges on the site are in US dollars.
9. Are there any additional shipping charges for international orders?
For Canadian orders the 20% international surcharge covers all GST, PST and duty fees.

For Australian orders, to avoid charging you any additional duties or fees, we can ship up to approximately $1,000.00* AUD worth of goods without incurring a charge.

*The currency exchange rate may vary at time of shipment, affecting duties and tax. For more information, please contact Member Care.