DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

You can shop with us without creating an account, and checkout as a guest. 

    However, if you register with us, you'll be able to enjoy the benefits of tracking your orders and viewing past purchases.

    As well as requesting a return from your account and saving your address so you can checkout faster the next time!

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that we take privacy very seriously and that all your information saved with us is kept private and encrypted behind a firewall. 

To find out more about this, please read our Privacy Policy. 

WHICH COUNTRIES DOES THE LOOKOUT SHIP TO?

We try to ship to most countries, but as unfortunate as our world has become, some countries are marked as "war zones" as per DHL delivery information and have hard or limited access to them. 

If your country is one of these, then DHL will inform us or its ability or inability to delivery and we will then relay the message. 


HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE AFTER I MAKE PAYMENT?
It might take us a few days to verify and pack your order. After that, your order ships with our DHL Express Worldwide account. Depending on your country of residence, you should expect to receive it within five (5) to ten (10) working days upon payment verification depending on the volume of orders received.

If you experience delays in receiving your order, contact us immediately and we will help to confirm the status of your order.

WHAT IS THE ACCUMULATED DELIVERY FEE FOR? HOW MUCH IS THE HANDLING FEE?
Your delivery fee is calculated based on the dimensions of the package we will ship to you and its weight.
It will be added to your total upon checkout. 

HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?

Depending on your country of residence, you might have to pay the required tax and duty amount upon delivery of your order to your door. 

It is calculated by DHL in-house customs department and you will be given an invoice along with your order to pay. 

You will not have to go to the Customs offices to release your order, it will come to you.

HOW CAN I TRACK MY ORDERS & PAYMENT?
After logging into your account, the status of your checkout history can be found under Order History. A tracking number (AWB) will be given to you after the receipt given from DHL.
WHAT HAPPENS IF THERE'S BEEN A DELIVERY MISHAP TO MY ORDER? (DAMAGED OR LOST DELIVERY)
We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should be photographed for proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us at [email protected]
We will then evaluate after shipping it back to us, and if applicable, you will receive a refund for your damaged ordered goods.
CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?

Before your purchases have been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details.

    However, we are unable to combine orders or add pieces to an existing order once it has been placed.

    If you need to make any amendments, please email us right away on [email protected] and include your info and order number.

HOW DO I RETURN OR EXCHANGE AN ITEM?

Making a return is easy. You have 15 days to decide whether to keep your items and we will collect from your delivery address on file. To arrange your return, simply go to our Returns Page and fill in the information needed. You will then receive a confirmation email with returns instructions and details about how to book your collection.

The returns fee will have to be handled by you and will be deducted from your refund given once approval is sent. 

We will inform you of the amount; it is usually the same as the delivery fee you paid for your package to reach you.


WHICH CARDS ARE ACCEPTED AT THE LOOKOUT?

We accept Visa and Master Cards. 

PayPal is still not available in our region.