Call Member Care

We're always here for our members. For questions or assistance, you can call Monday - Friday, 6 AM to 6 PM PT to speak to a HauteLook representative at 1-888-547-8438.

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. Why should I shop with HauteLook?
• • The top brands and merchandise: HauteLook has built partnerships with a number of the world's top brands, suppliers and service providers so you have access to authentic, premium merchandise for every style and shopping taste.
  • Deep discounts: With every sale, we offer our members preferred industry prices, usually at 50-75% off retail.
  • Extensive selection: HauteLook works diligently to offer a wide selection and quantity of styles and sizes.
  • Fun experience: HauteLook brings the thrill back to shopping with limited-time sale events featuring new brands on sale almost every day. Log in each day to discover the latest and greatest brands and merchandise at discounts provided exclusively to our members.
  • Effortless style: Our team of experts searches out the best brands and custom designs events exclusively for our members. Forget going from store to store or site to site to find the styles you love - HauteLook does the work for you!
• 6. How do I become a member?
• HauteLook is free to join and open to everyone. From the home page, just enter your name, zip code, and email address, then choose a password. Once you click "Submit," you're in! You can start shopping immediately.

Member Accounts

• 1. How do I change my password?
• To change your password, click on "My Account" in the top menu bar. At the top of the page, you will see the fields to change your password. Simply enter a new password and hit "Update My Password." Your change will be active the next time you log into HauteLook.
• 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 "My Account" and then clicking on the "My Billing and Shipping" tab. You can add a new billing address by selecting "new card." You may delete any incorrect addresses by selecting "delete" on the address you would like to delete. 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 "My Account" and then clicking on the "My Billing and Shipping" tab. You can add a new address and delete any incorrect addresses. You can also add a new shipping address during the checkout process.
  
  If you entered the wrong shipping address information during checkout, just call Member Care at 1-888-547-8438 to have them correct the problem.
• 5. Can I have multiple shipping addresses on file?
• Of course. You can add them during Step 2 of checkout, or you can manage addresses any time by simply clicking on "My Account" and then choosing "My Billing and Shipping." We do not allow you to edit existing addresses, so if you entered the wrong shipping address information during checkout, just call Member Care at 1-888-547-8438 to have them correct the problem.
• 6. How do I update my payment information?
• If you would like to add, change or delete payment information, simply go to "My Account" and then select the "My Billing & Shipping" tab, where you are able to update or add new payment information. You may also update or add payment information during Step 1 of the checkout process.
• 7. How do I unsubscribe or subscribe to emails?
• If you would like to change your email preferences, simply go to "My Account" and scroll down to the "Email Preferences" section, where you can see and change your email preferences.

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 sales event last?
• HauteLook sales events are customized for our members, so the length can vary. Generally, sale events starting Monday - Thursday will start 8 AM PT and run for 48 hours. Sale events starting on Friday or Saturday will usually begin at 8 AM PT and run until 8 AM PT on Monday morning. Given the high demand for the brands we feature, we always recommend shopping as early in the sale as possible. It's not unusual for some styles to sell out in the first few minutes.
• 3. When do HauteLook sale events start?
• All HauteLook events start at 8 AM PT to allow equal access to members in all time zones.
• 4. How do I learn about HauteLook sale events?
• Each morning, HauteLook members receive an email invitation to the day's events. Simply click on the email to be taken to the events that interest you. You'll also receive a Sunday email giving you a sneak preview of all the week's upcoming events. Of course, you can always check the "Coming Soon" section on the home page to learn more about upcoming events and featured brand partners.
• 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?
• The amount of time you are able to hold an item in your shopping cart varies by event. Once you place an item in your shopping cart, you can view the timer for that item by going to the cart. Once an item is in your cart, no other member can access that item until the timer expires. Once an item times out, other members can add it to their carts. If an item times out but is still available, you can add it back in to your cart by clicking "Add it Again" in your cart.
• 7. Do prices change on items during a HauteLook sales event?
• Absolutely not -- while we do recommend that members shop early in an event for the best selection, prices stay the same throughout an event, no matter how high the demand.
• 8. How do I pay for my HauteLook purchase?
• HauteLook currently accepts payment through PayPal and credit card payment from Visa, MasterCard, and American Express. You can select or add payment options during Step 1 of the checkout process, or at any other time by going to "My Account" and then selecting the "My Billing & Shipping" tab, where you will see prompts to add or edit payment methods. You can also always pay with HauteLook account credits earned through invitations and returns.
• 9. Does HauteLook ship to Canada?
• Absolutely! For all orders shipped to Canada, we simply charge a flat $10.95 shipping rate (which includes brokerage fees) and an international surcharge of 18%, which covers GST, PST and duties. These charges will be displayed when you check out, and what you see is what you pay - there are no additional charges upon receipt. Note: all prices and charges are in USD.
• 10. Does HauteLook ship internationally?
• Currently, HauteLook ships only to the US and Canada. However, 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 our international members.
• 11. Does HauteLook charge sales tax?
• HauteLook currently only charges sales tax on orders shipped to members who reside in California and New York (where we have a physical presence - it's required by law.)

Returns, Credits & Refunds

• 1. What is HauteLook's return policy?
• HauteLook gladly accepts returns on apparel 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 issues store credit for all returns.
  
  HauteLook does not accept returns for the following categories, which are final sale only:
  Cosmetics & Beauty items
  Footwear
  Hosiery
  Intimates
  Swimwear
  Vintage
  Jewelry & Watches
  Leather Goods
  Bags & Wallets
  Sunglasses
  Home Appliances
  Home Goods
  Brand "blow-out" events
• 2. How long do I have to return an item to HauteLook?
• HauteLook gladly accept returns on apparel 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 is easy - just follow the directions below:
  • Login to Hautelook.com and choose "My Account"
  • Click the "My Returns" tab at the top of the page
  • Find the the item(s) you wish to return, select a reason for the return, then click the "Add To Return" link
  • After you've selected all the items you want to return click the "Begin Return" button
  • A window will open with a list of items to be returned and options to print a Return Info Sheet and a Return Shipment Label.
  • Once you have finished printing the return info sheet and label, click the "Finish Return" button
  • Include the Return Info Sheet in the box with the item(s) you're returning
  • Once your box is securely packed and sealed, attach the return label to the outside of the box.
  • For returns in the US, simply drop off the box at a UPS Authorized Shipping center or call 1-800-PICK-UPS for a pick-up. Canadian members should return via Canada Post.
• 4. Who pays for shipping a return to HauteLook?
• • For returns using our return label, HauteLook charges a low flat rate of $4.95 for US orders. This amount will be deducted from your HauteLook return credit.
  • Canadian members who use our HauteLook return label will be charged a flat rate of USD $10.95, to be deducted from your HauteLook return credit. We will also credit your account for the 18% international surcharge.
  • If you would like to pay for return shipping on your own, please remember to print out and include the return authorization in the box. HauteLook is not responsible for any packages until they arrive in our warehouse, so we recommend that you use a shipping method that allows you to track packages.
• 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 8AM - 6PM PT 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 each returned item has its return authorization form and that it's within the eligible return time frame.
• 8. How will I know that HauteLook has received my return?
• All returns are processed within 24-48 hours of receipt. We'll send an email to your account to let you know your return has been processed and the amount of your return credit.
• 9. How long will it take to receive my HauteLook credit? How do I use a credit?

• Your account will be credited once we process your return (usually within 24-48 hours of receipt.) We'll send you an email letting you know your return has been processed, at which point you'll be able to view your credit in your HauteLook account.

  You can easily redeem your credit on any purchase. Begin the purchase process as normal - on Step 1 of Checkout, click on the box labeled "Apply HauteLook Credits" and type in the amount of credit you'd like to use.

• 10. Do HauteLook credits expire?
• No, they do not expire. You can use them whenever you want.

Shipping

• 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.
• 2. 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.
• 3. How do I track the progress of my order?
• HauteLook will send you an email when your order is confirmed and another when it ships. To check the status of your order at any time, just log into the "My Account" section of HauteLook.com. Click on the "My Orders" tab to see when your order is placed, when the shipment arrives at our warehouse, and other key steps in the process.
• 4. 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.
• 5. Can I ship to PO boxes or APO/FPO addresses?
• Sorry - HauteLook does not currently ship to PO boxes or APO/FPO addresses.
• 6. Does HauteLook ship internationally?
• Currently, HauteLook ships only to the US and Canada. However, 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 our international members.
• 7. What is a short shipment? Why is my order affected?

• 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.

Canadian Orders

• 1. Does HauteLook ship to Canada?
• Absolutely! For all orders shipped to Canada, we simply charge a flat $10.95 shipping rate (which includes brokerage fees) and an international surcharge of 18%, which covers GST, PST and duties. These charges will be displayed when you check out, and what you see is what you pay - there are no additional charges upon receipt. Please note: all prices and charges on the site are in US dollars.
• 2. What is the international surcharge?
• The international surcharge of 18% covers all GST, PST and duty fees for shipments to Canada.
• 3. How long will it take to get an order shipped to Canada?
• Once you place an order, HauteLook shipments generally take 10 - 14 business days to arrive on your doorstep.
• 4. What is HauteLook's return policy for Canadian orders?
• For both US and Canadian orders, HauteLook gladly accepts returns on apparel 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 issues store credit for all returns.
  
  HauteLook does not accept returns for the following categories, which are final sale only:
  
  Cosmetics & Beauty items
  Footwear
  Hosiery
  Intimates
  Swimwear
  Vintage
  Jewelry & Watches
  Leather Goods
  Bags & Wallets
  Sunglasses
  Home Appliances
  Home Goods
  Brand "blow-out" events
  
• 5. How do I return an item to HauteLook?
• Returning an item is easy - just follow the directions below:
  • Login to Hautelook.com and choose "My Account"
  • Click the "My Returns" tab at the top of the page
  • Find the item(s) you wish to return, select a reason for the return, then click the "Add To Return" link
  • After you've selected all the items you want to return click the "Begin Return" button
  • A window will open with a list of items to be returned and options to print a Return Info Sheet and a Return Shipment Label
  • Once you have finished printing the return info sheet and label, click the "Finish Return" button
  • Include the Return Info Sheet in the box with the item(s) you're returning
  • Once your box is securely packed and sealed, attach the return label to the outside of the box
  • Drop off the box at any authorized Canada Post location
• 6. Who pays for return shipping to HauteLook?
• For returns using our return label, HauteLook charges a low flat rate of USD$10.95 for Canadian orders. This amount will be deducted from your HauteLook return credit. For all eligible returns, we will also credit your account for the 18% international surcharge.
  
  If you would like to pay for return shipping on your own, please remember to print out and include the return authorization in the box. HauteLook is not responsible for any packages until they arrive in our warehouse, so we recommend that you use a shipping method that allows you to track packages.
  
  All returns should be sent to:
  
  HauteLook
  5130 Halford Drive
  Windsor, ON N9A 6J3
  

Feedback

Tell us what you think! This is your chance to let us know how we're doing and what you would like to see on the site. Your feedback is very important to us -- we read every comment and use them to help make the HauteLook experience the best it can be.

You can contact HauteLook Member Care from 6AM - 6PM PT, at 1-888-547-8438