I posted a comment on Trust pilot about the terrible experience I had with their CS and Tracie,their Customer Relations Executive, sent me an email on my account. 3 days later and still no clear response or update. They reply back to customer's comments just to seem that they are actually being helpful but the truth is they keep lying to their customers. This has been going on for more than 3 weeks now with no results. I am afraid I won't get my parcel either my money. Here is the proof: Sent by: lookfantastic International, 21 May 2020, 09:18 Hello Stefania, Thank you for contacting us about your recent experience with lookfantastic. We truly appreciate your comments and feedback you have taken the time to leave on TrustPilot. I am so very sorry to hear your order has not yet been received, I can assure you this is very unusual for this to happen. We have opened an investigation with the courier regarding the delay. For me to offer a resolution, please let me know would you like a refund or a replacement? We will continue our investigation with the courier to help to improve our future services. I look forward to you getting back to me so we can get this resolved as a priority. Kind regards, Tracie Customer Relations Executive Sent by: You, 21 May 2020, 09:39 Hi Tracie, I was offered the replacement or refund option once before and when I asked for a replacement I was then told that it is not possible. Can you please process with the replacement of my order cause I need the items ASAP? Because I am planning to leave the country soon. Thank you. Regards, Stefania Sent by: lookfantastic International, 22 May 2020, 11:01 Hello Stefania, Thank you for getting in touch to accept a replacement. This has been processed and you will receive a confirmation email as soon as the item is sent. Please refer to the confirmation email for estimated delivery timescales. If there is anything else that we can help with, then please let us know and a member of our team will be happy to help. Kind regards, Tracie Customer Relations Executive Sent by: You, 22 May 2020, 11:28 Hi Tracie, Thank you. Great. So you can confirm the replacement? Cause I received an email 3 days ago saying this: "Thank you for your recent order 215732535 and enquiry. We are pleased to confirm that your order has been sent or is in the process of being sent today. You will receive confirmation of this, along with tracking so you can monitor the progress of your order in an email shortly. " Yet, I did not received anything later after that. Also, I have still not received the refund for the next day delivery charges as I was told. Regards, Stefania