Lookfantastic returns mistake!

[GreenSkittles]

Lookfantastic sent me a Parlux hairdryer that was an obvious return and after going back and forth for a week and providing photographic evidence they sent me an email with a Collectplus label link attached to print off and take the parcel back.

What I forgot was that they also included a returns label link in the actual email itself. I forgot that. I wrote my information and order number on a piece of paper included in the parcel because I couldn't find my invoice, and sent it off.

I just looked at the returns link and it states any parcels without this label will not be processed for return or replacement. Now I'm panicking, because I cannot afford to just throw away £72!

Is it really the case that although a parcel sent to them contains my details and order number, they can refuse to refund my money or replace the item because I forgot a form?

Oh no,I remember your other thread, you poor thing !

I would ring them asap and explain the situation.

I know, I can't believe it! So much drama over a hairdryer!

I should have phoned, but I emailed instead. I suppose I just have to wait and see... But even though the returns thing was my fault, it dragged on so long that it didn't really have my full attention anymore IYSWIM! I just wanted to get it sent back, so I hurried.

If it turns out that I have given £72 to lookfantastic with nothing to show for it, I am going to harbour a grudge You'll see me popping up on every review site and beauty forum on the internet!

Don't give up, go on and on and on and on to them! It was their fault in the first instance and can't believe they didn't just send you out a new one asap!

Do follow up and let us know, I get sick of this kind of thing and we need to know if a company are best avoided.

Can you not send them the returns link by post telling them that it belongs to your order number x ?

I've used Lookfantastic for years and never had an issue. I had a parcel go missing in the post and they refunded straight away and sent a replacement. I'm sure if you call/email they'll be able to sort it out?

Thanks valium and Roshhbegosh I am not impressed with their customer service at all. It takes them well over a day to answer an email, and they were borderline accusatory when asking for me to take photos. So I took a photo of the hairdryer with the cord wrapped round it instead of being properly packaged, but it seemed so silly, it wasn't like I was claiming for a smashed bottle of perfume!

I could try homeaway but I think collectplus deal with parcels from all over the country and from a lot of retailers, I think even Amazon use them now. Look Fantastic gave me a specific parcel number so hopefully it's not completely useless, and I should be able to track it online soon, but if it's still an anonymous parcel at their end they probably won't make much special effort.

This is the paperwork I didn't include www.lookfantastic.com/common/docs/returns_form_appleton.pdf They seem pretty clear that refunds/replacements won't be processed without it.

I have exchanged several messages with them since last week Megan

It should all have gone smoothly had I remembered the other link. I had such a faff getting the printer out and linking it up and printing off the collectplus label which was an attachment, that I forgot to go through the body of an email, where there was a link to another label.

I think now I just have to wait and see if lookfantastic send me a dryer ((hopefully an unused one this time!) as a goodwill gesture, or if they just tell me to lump it...

Sounds like I've been lucky then, good luck. Btw, haven't read your other thread but noticed lots of parlux dryers at Sally beauty if you don't want the hassle of delivery - I'm saving for one!

Thanks I'll check out Sally's next time I see one!

I tracked the parcel and it said it's in transit and being returned to the Hut Group, so it's not completely unidentifiable