Lookfantastic - help with refund

I_Should_Be_So_Lucky

I ordered a £40 hair styler from Lookfantastic on 2 December. It was supposed to be for my sister's birthday on 8 December - I know I was cutting it a bit fine!

As they were giving away a free gift, supposedly worth £78, if I spent over £50, I made up my order with some other items. The order arrived on 7 December (just in time!) but the hair styler was not in there, however there was a hairbrush that I hadn't ordered. Also the free gift contained just 3 make up items - a lip liner, lipstick and mascara, whereas the picture showed other items. Still not worth £78 but I expected to get what was on the picture.

After some to-ing and fro-ing with e-mails and phone calls I agreed to return the whole lot and asked for a refund. I returned it in the same box, in exactly the same way as I received it, with the return label they had sent me. They confirmed that they had received it on 18 December and that I would get my refund in 3-5 days.

As it was Christmas, I left it until 2 January but as the refund hadn't appeared I contacted them asking when I would get it.

They keep telling me they will chase it up with the Finance Department, but I check my account every few days and it's not showing. Every time I go back to them they say I will get it in 3-5 days. One time they said I would get it the next day, but of course that never happened either.

Should I allow longer, and how long? How do I get them process the refund?

Any advice gratefully received. Thanks

Exile_geordie

A simple letter before action should do the trick. There's templates on this website somewhere.

I_Should_Be_So_Lucky

Exile_geordie wrote: »

A simple letter before action should do the trick. There's templates on this website somewhere.

Thanks for that, I'll have a look for them.