Frequently Asked Questions
Are your products authentic?
Absolutely. Even though we are an online e-commerce business, we welcome you to visit our offices in Montreal to verify the authenticity of our merchandise.
We are proud of our status as a luxury brand retailer, and we are committed to maintaining this high standard.
The resale of discontinued, end-of-season or overstocked luxury products is highly restricted and Le Look verifies frequently the quality and authenticity of the products we are offering you.
Where do you purchase your products?
We purchase end-of-season and over-stock items directly from the usine of the brands we carry.
Why do you have so little inventory?
Most of our products are high-value items that cost a lot to carry in inventory. As such, we only sell exclusive limited quantities. Sign up to our newsletter to stay up-to-date of our new items!
How do I return or exchange an item?
To initiate a return, contact our customer service team for assistance with the return process. The Look has a strict policy regarding non-refundable underwear. So be sure to get the right size.
Le Look does not do direct exchanges. Please return the merchandise to the office for a full refund except for underwear which is NON-REFUNDABLE.
Can I cancel or change my order?
You may change or cancel your order as long as it is not in the packing or shipping process.
To change or cancel your order, contact our customer service team within 12 hours of your purchase. They are available 7 days a week and will be happy to assist you in making changes before your order is shipped.
When will I receive my order?
Once you have placed your order, a confirmation email will be sent to the address associated with your account. This email is your invoice and includes your order number.
Thereafter, please allow up to 2 business days for standard processing time before shipping. During high season, processing time may exceed 2 business days.
After your order has been shipped, you will receive an email with delivery tracking information.
How do I know if the item will fit me?
In order to help you choose the size that best suits you, simply take your usual size. Please feel free to contact our customer service for any questions regarding measurements and sizing.
Are customs duties and taxes included?
Taxes
The price displayed on each product page is calculated based on the shipping location. To ensure the accuracy of the price, taxes and shipping charges displayed, please be sure to select your shipping country at the bottom of any page on the website.
Customs duties
Canada
For orders placed from Canada, customers will be required to pay federal and provincial sales taxes, which depend on the province of delivery. As the Look is a Montreal-based company, Canadian orders will not cross any border and will therefore not be subject to any customs duties upon delivery.
International
We ship our products to over 40 countries with duties and taxes included. For more information, please consult your local customs office.
United States
By placing an order with us, you acknowledge that this sale is taking place outside the United States and that you are importing your order for non-commercial (personal) use. You also acknowledge that you will be registered as an importer for U.S. Customs and Border Protection purposes and that your order will be imported into the U.S. in accordance with necessary customs requirements.
