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.
You can also live chat with Member Care from 7AM Pacific through 6PM Pacific, 7 days a week.
Email us day or night with any questions, issues or suggestions here.
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.
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:
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.
We work closely with brands, suppliers and service providers to determine the exact number of items available for each event, but occasionally these partners and suppliers ship fewer items than agreed after the sale event is complete, which leads to short shipping.
Those few members whose orders are affected by short-shipping will be notified by email 5-7 days after an event is complete. Those members will receive a full refund for the short-shipped item as well as a HauteLook account credit ($5 for beauty items, $20 for all other categories.)
We are working with our partners and suppliers to eliminate this problem.