If I could give zero stars, I would. I placed an order on 05/04/20, due to be delivered 10-11 April. On 9 April, I was told the parcel has arrived at the local Hermes depot, but that was the last I ever heard. The delivery date passed, but given the coronavirus and Easter weekend chaos, I thought it was just delayed. On April 21 I still hadn't received the parcel or any updates, so I contacted Lookfantastic. Less than one hour after contacting them, I received an email from Hermes informing me my parcel had been delivered and signed for April 21 at 17:00. At the time the parcel was supposedly delivered I was home and no delivery was made. I checked with every member of my household and no one took receipt of or signed for an order. I explained all of this to LF. After that the ordeal began. LF made it my job to follow up and chase them time and time again as they delayed and dragged out the process. I had to fill out a Non-Receipt of Goods - TWICE, because the first time I didn't list every single non-delivered product. After the form was accepted, I was told there would be an investigation with the courier team that would take 3-5 days, after which I would be updated. 5 days passed, and again I heard nothing until I messaged them asking them to update me on the situation. It was then escalated to the Customer Relations Team who asked me again about the supposed delivery and again offered no resolution. I was told Hermes would get back to them in the next 7 working days and after that they would update me. Surprise: no update. Earlier this week I messaged them asking for a refund, after being patient with them I had had enough, and my message went ignored. I finally managed to get through on the online chat and have been told I will now be refunded in 3-5 business days, but I do not trust this company for a second to follow through. AVOID AT ALL COSTS, there are other places out there offering the same service and they are actually reliable. As a first time customer, LF you are incompetent, untrustworthy, and your customer service is appalling. Being told after every message how you "understand my disappointment" and are "sorry for the inconvenience caused" just isn't enough. This has been a nightmare from start to finish and I will never use your services again, and I will be warning as many people as I can to do the same. The worst part - I actually needed the products I ordered and will now have to find them somewhere else and reorder all over again.