HOW TO SHOP AND PLACE AN ORDER
Do I need an account to place an order?
Yes, please register for an account so that we can process your order. By registering for an account you may start adding pieces to your Shopping Bag, place and track your orders.
I have forgotten my password: What should I do?
Be mindful you only get 5 login attempts. You will be locked out for 5 minutes if you cannot enter the correct password within these 5 attempts. We suggest you change your password if you cannot recall it. Simply follow the ‘Forgot your password?’ link on our Sign In page and enter your email address. You will then receive an email to reset your password.
How do I receive LOOQAL email updates?
Stay informed of new arrivals, styles and exclusive promotions by entering your email address at the bottom of our homepage and click ‘Subscribe’. You can choose to unsubscribe from our mailing list by clicking ‘Unsubscribe’ from any email you receive from LOOQAL.
How do I chat with a store ?
First please register for an account with LOOQAL. This will allow you to communicate with the store via the Ask a Question button on any product page.
How do I place an order on LOOQAL?
- Choose a category or brand from the top navigation bar or search to explore what’s new, specific styles, products or trends.
- Select your desired piece and click ‘Add to bag’. Once you’ve added all items, it’s time to checkout under ‘View Cart’.
- Sign in to your account, or create one.
- Enter your address, payment method and delivery details to complete your order. That’s it – we will confirm the order and it will be carefully prepared and shipped to you by our Merchant..
Where can I find size & fit advice?
Click on ‘Size Guide’ on the product page to view each Merchant’s size charts. Do note each brand’s sizing may differ. Please do check on the relevant product page.
Can I cancel my LOOQAL order or make changes to it?
Yes, you are able to cancel your order up to 24 hours after placing it. Go to ‘My Orders’ and click on ‘Support’ for the relevant order. We can’t add items to an existing order, but you can place a new order for any additional pieces. You can find more info in our Returns & Refunds Policy.
LOOQAL pricing & payment
At LOOQAL, you are shopping pieces of premium merchandise from our merchant partners worldwide, curated for you by our team. Prices are determined by each LOOQAL merchant store, so the price of the same item may vary depending on where it’s coming from and your location. That’s also why placing an item in your shopping bag or Wishlist won’t reserve it at a particular price.
Which currencies can I shop in?
You will be served in SGD if you are shopping from Singapore, and USD if you are shopping from any other countries.
When will my card be charged?
If you pay by debit card or credit card, LOOQAL will take payment at the point your order is placed on our platform.
Will my personal details stay safe?
PRODUCT AVAILABILITY AND AUTHENTICITY
Are you going to have my size again?
Contact the relevant Merchant via the ‘Ask a Question’ function to check on product availability.
Can I reserve an item to buy later?
We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, hence we don’t offer reservations.
Are LOOQAL items authentic?
100%. Our offering is curated from the brand owners and authorised distributors around the world and we guarantee all items are authentic.
How will my order be packaged?
Your order will be carefully packaged by the Merchant you shopped with, who will ensure it arrives to you in great condition.
SHIPPING, TAXES AND DUTIES
How much will I be charged for shipping?
This varies depending on the size, weight and destination of your chosen items, and the cost will appear at checkout. For more information, please read our Orders & Delivery section.
When will I receive my item and how can I track delivery?
Once your order is confirmed, we’ll dispatch it within 2-3 business days. There are however, exceptions to this especially with small, independent businesses where turnaround may take up to 5 business days. Please check the Shipping & Returns Policy on the relevant Merchant’s product page.
If you ordered from multiple LOOQAL Merchant partners, your items will arrive separately and you’ll receive separate delivery notifications.
For more information on tracking your order, please refer to our Orders and Delivery section.
Will I need to pay taxes and duties?
For more information on taxes and duties, please refer to our Orders and Delivery section.
Why can’t certain items be shipped to me?
While LOOQAL ships internationally, the brands on our site can determine where their pieces are distributed — so some may not be available to purchase in all regions. A selection of beauty products and exotic items may also be restricted by local customs in the country you are shipping to.
RETURNS AND REFUNDS
What is LOOQAL’s returns policy?
Our Merchants variously offer different returns policies. You will find each Merchant’s policy in ‘Shipping & Returns’ on the relevant product page. For more information, please visit our Returns & Refunds section.
Will shipping & duties be refunded on return?
Please visit our Returns & Refunds section for more information.
Can I return my customised item?
We are unable to accept returns as customised pieces are created to your specification and taste.