FAQ
ORDERS
1. How do I check my order status?
Once you place an order, you will receive an email confirmation with your order and another email with your tracking number. If you did not receive the email confirmation, please email us at service@shoplooksky.com.
2. What happens if my item is out of stock or back-ordered?
We will contact you in the event that the item you ordered is out-of-stock or on back-order. You may opt to exchange or return your order.
3. Why doesn’t my coupon code work?
Here are a few tips to troubleshoot:
Enter your coupon code at checkout under the “Gift Code/Discount Code” field.
Check the expiration date of your coupon code.
Coupon codes may only work on certain items. Already discounted, sale or final sale items may not be eligible.
Coupon codes may be case sensitive and do not contain any spaces.
Most coupon codes may only be used once.
PRODUCTS
1. Where are your garments made?
Our global team of designers, merchandisers and buyers make clothes inspired by you, our girl on-the-go.
We are headquartered in Hong Kong, and have team members based in Guangzhou, Shenzhen, San Francisco and Boston.
We partner with only the most trusted manufacturers, most of whom are in Guangzhou. Not only do we vet each maker, we also conduct biweekly visits to each factory to ensure that they adhere to our clothing quality expectations and environmental standards. It is critical that our partners treat the craftspeople, tailors and seamstresses well, and pay a fair wage with generous additional benefits. Our goal is to be as transparent as possible, while using our resources to best support our team. This is just the beginning of our journey and we hope you stick around for the rest! See ‘Our Pledge’ for more information.
2. What does your team do to ensure quality products?
LookSKY has implemented a rigorous 3-step quality control system (from when our partners produce samples, to when new merchandise arrives at our warehouse and before we ship the merchandise to you). We check the fabrics, seams, zippers and other critical components—but we’re only human! So if you receive a product that does not meet your quality expectations, please email us
after-sales@shoplooksky.com and we’ll do everything we can to resolve the issue
3. Why are your prices so affordable?
LookSKY doesn’t rely on any middle-man or have physical stores. We’re a true e-commerce brand. By bypassing traditional channels, using our cutting-edge AI to accurately predict the right assortment and inventory of merchandise, and designing in-house, we are able to pass these cost savings along to you. This way we can focus on designing and delivering cute clothes to you at the right price.
4. Do you use real fur and leather?
We do not use real fur or leather in any of our products! Instead we use high-quality synthetics materials.
5. How do pre-order items work?
We offer a limited selection of pre-order items. These are items that have been designed and vetted by our designers, but aren’t in stock yet. Delivery times for pre-orders vary. Please consult the pre-order item page for an estimated ship date.
6. How can I share my feedback or comments on your products or service?
You’re our number one inspo for everything we do, so we value your feedback above anything else! Send your thoughts service@shoplooksky.com.
RETURNS
1. What is your return policy?
All returns must be processed within *14 days of receiving your order*. To place a return, please email
Returned items must be returned unworn, unwashed, undamaged, unused and in their original packaging.
Gift cards and certain sale items marked “final sale” are not eligible for refunds or exchanges.
P.S. We currently do not cover the return shipping costs for non-U.S. orders. But, we’re working on it!
*14 days of receiving your order* The 14 days return period start counting at the date the tracking shows delivered.
2. How do I place a return?
First off, we’re sorry you didn’t like your LookSKY order. We hope we get it right next time!
Please reach out to after-sales@shoplooksky.com with your order number and the product you’d like to return or exchange. ur LookSKY team will help you with the rest.
See our return policy for details.
3. How do I make an exchange?
Unfortunately, we do not currently offer exchanges on returned merchandise. Please initiate a return on the original item and place a new order for the replacement item. See return policy to return your order.
4. How do refunds work?
Returns take us 2-3 business days to process upon reaching our facility. Once your return has been inspected and processed, we will issue a refund (less original shipping & handling) to you in the original form of payment (no exceptions). Refunds can take up to 14 days to reflect on your credit card account. This time depends on your financial institution.
5. I received a damaged or incorrect item.
We’re so sorry to hear this! Please send a photo of the damage and/or incorrect item and email it to us
after-sales@shoplooksky.com within 14 days of receiving your order. We’ll do our best to resolve the issue.
6. There are some missing items from my order.
If you believe there might be a missing item from your package, please email us immediately with your order # and missing item # at service@shoplooksky.com.
7. How do gift returns or gift exchanges work?
If you were gifted a LookSKY item, but it’s not quite what you had in mind, you can return your item for store credit. Notify us at after-sales@shoplooksky.com with your order # or gift receipt for assistance. Please note that we cannot refund you the amount in cash or cash equivalent.
SHIPPING
1. When will my order ship?
All orders are subject to processing time that is separate from transit/shipping time. Your order will take about 2 to 5 days to process. You will receive a tracking number once it has been processed and picked up by our delivery courier.
We want you to see you rock your clothes asap—so we’re always working on ways to improve the speed of our shipments!
2. When can I expect to receive my LookSKY package?
**UPDATE** COVID-19 UPDATE** Covid-19 has created disruptions across our entire supply chain. We have also implemented strict measures to ensure the health and safety of our team members. Please know that we are working very hard to get you your packages as quickly as possible.
Please see below our estimated shipping times:
United States/Canada (Standard): 6-15 business days*
Shipping time may take a few extra days if the delivery address is in Alaska, Hawaii and Puerto Rico.
While we try to deliver to you as quickly as we can, occasional delays may occur (e.g., incorrect delivery addresses, customs clearance issues, weather, holidays and peak shipping season).
*Business days exclude Saturdays, Sundays and local holidays.
3.Why were the items in my order sent in separate shipments?
We prioritize our in-stock items and ship these out first. Occasionally, we will split your order up into separate shipments, especially if one (or more) item(s) is out-of-stock, on backorder or pre-order. If it seems that you are missing items from your package, please email us at service@shoplooksky.com.
4. My tracking number doesn’t work or I haven’t seen any changes in my tracking.
Once you’ve placed your order, you will receive a tracking number via email. It takes 1 to 3 days to process your order at our warehouse. This tracking number will be activated once your order has been scanned in at the airport in Guangzhou.
5. Can I cancel, make changes to my order or my delivery address after I place it?
It is important that you confirm the order details before you place the order. We do not allow cancellations or changes to your order once it has been placed. However, please email us service@shoplooksky.com as soon as possible with your concern. We will do our best to accommodate your requests.
6.Help! My order was lost or stolen. What should I do now?
Unfortunately, these things do happen. If your order was marked as “delivered”, but you have not received your package, please contact us at after-sales@shoplooksky.com to file a claim.
Please note that LookSKY does not reimburse for stolen or misplaced orders, or orders delivered to the incorrect address by the delivery courier.
7. Tell me about import duties and customs.
We ship from our facility in Guangzhou, China. But your package should not be subject to import duties. If your package was rejected by customs, please notify us at service@shoplooksky.com.
BRAND
1. Do you have an Influencer or Brand Ambassador program?
Yes! We would love to work with you. Please email us at service@shoplooksky.com.
2. Do you offer options for plus-size/curvy, petite or tall women?
Body positivity and inclusivity are extremely important to us and we are currently working with our manufacturers to demonstrate our core values through our clothes. We are always looking for fit testers, collaborators and brand ambassadors to help us make these collections serve you as best as possible. Email us at service@shoplooksky.com if ou’re interested in partnering with us!