Buyer FAQs

Buying from Look Lane

When you buy an item from any of our sellers on Look Lane you are supporting an amazing community of independent designer-makers!

To buy from us you need to register your email address so we can contact you with your order details and dispatch note. It also gives you the ability to save items from sellers you like and create a user profile on Look Lane.

To buy items simply add them to your shopping basket using the ‘add to basket’ button on the item page. Items will stay in your basket until you checkout or logout of your session with Look Lane. Please note that adding an item to your basket does not remove it from sale, so if you leave it in your basket for too long there is a chance that it can be purchased by someone else.

Can I add more than one item to my basket and from more than one seller?

Yes you can -just add an item and click the ‘continue shopping’ button to carry on browsing and if you buy items from different sellers we have a nifty ‘one basket checkout’ system so you only pay once and we deal with the transaction details at our end! Easy peasy!

What are the postage costs?

Postage will vary from seller to seller and depend on size/ quantity/ weight of the item plus where they are shipping to. Each item will have an associated cost and this will be shown at checkout. Some sellers also offer free shipping!

How do I pay for an item?

We use the World Pay checkout system which is used by over half of all online vendors in the UK. It is secure and simple to use and you can pay via Paypal, credit or debit card.

How do I contact the seller about an item?

You can contact the seller via the ‘contact seller’ link at the top of their shop page.

Please also contact the seller to ask the following:

  • Can you make this in a different size/ colour?
  • Can the product be personalised?
  • Do you have more than one of these available?
  • Do you ship to my country?
  • Do you offer gift wrapping?
  • Do you offer rush shipping?

Please also contact the seller directly to ask about a cancellation, refund or replacement.

 Why can’t I purchase a certain item?

It may be that the quantity you are ordering exceeds what the seller currently has in stock. Please contact them directly to see if they can list a higher quantity/ make some more items for you.

It may be out of stock -again you can contact the seller to find out when it will be back in stock.

When will my order arrive?

Shipping times are set by the individual sellers. Please contact the seller if you need your item faster and they may be able to offer rush shipping but this is at the sellers discretion.

Once your order has been accepted and the seller has dispatched your item they will update the status of your order and you will receive an email notification.

If you think your item has gone missing then please contact the seller. If you don’t hear back from the seller within 7 working days then please contact us directly on hello@looklane.com with the details of the order.

Refunds

Unless faulty, the following types of items are non-refundable: items that are personalised, bespoke or made-to-order to your specific requirements; items which deteriorate quickly (e.g. food), personal items sold with a hygiene seal (cosmetics, underwear) in instances where the seal is broken.

In the rare instance that the shop does not deliver your order, we recommend you cancel your order and contact the seller. If the seller is unresponsive or non-compliant, you should claim for a refund direct with us via the help page

Cancelling a transaction

You have the right to cancel your order and return the item to the seller for a full refund, even if the item is not faulty in any way. To do this you must contact the individual seller within 14 days of receiving your item(s) and you must do this in writing (email is fine). The seller can organise your refund or simply cancel the order if it has not been paid for.

Get in touch with the seller by clicking on the ‘Contact’ link at the top of their shop page, or send them an email. Their email address is provided both in your confirmation of order email, the notification of shipping email and on your Paypal receipt.

When contacting the seller, please state the order details; date of order, the username/email address you used to order, item name, quantity, price, etc.

International orders?

We support buyers from the following countries:

  • United Kingdom
  • Europe (Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden)
  • USA & Canada
  • Rest of World (Australia, China, Croatia, Iceland, India, Japan, New Zealand, Norway, Russia, Singapore, South Africa, Switzerland, Turkey, Ukraine)

It is at the discretion of the individual sellers as to which countries they will ship to. If they do not appear to ship to your country you can contact them directly to see if they can help you out.