FAQs

Shipping & Delivery

How does shipping and delivery work?

So you've made an order? Welcome to the LookRemy family!

Once you've placed your order, our team will lovingly package your products and ship them within 24-48 hours. To get your beauty goodies to you as fast as possible, we may send different items separately if they’re from different collections.

Your products will be shipped via Australia Post, and should be in your hands within 3-9 business days**.

You’ll receive a shipping confirmation email with a tracking number as soon as your order is on its way, so you can follow along with its journey.

*Just a heads up: we ship via signature-required post to ensure your order arrives safely. If you opt for ‘Authority to Leave,’ we can’t be held responsible for any missing or stolen packages.

**Please note: shipping timeframes are based on the dispatch date. If your item has a pre-order date (listed next to the product name), the delivery timeframe starts once it ships. No date next to the product name? You’re in luck—it’s ready to ship!

How much do I pay for shipping?

All orders include FREE and fast delivery Australia-wide, no matter how many products you order.

When will my order arrive?

Once your order is picked and packed, the magical journey from LookRemy HQ to your front door begins.

All orders (no matter how many products you purchase) come with FREE and fast delivery Australia-wide. You can expect your order to arrive within 3-9 business days* from the moment you place it.

*Please note: While Australia Post provides expected delivery times, sometimes life happens, and delays can occur. If this happens, your tracking number may show a 'delayed' delivery date. But don’t worry, we’ve got you covered!

How do I track my order?

Yay, time to celebrate – your order is on its way! After we pass your order to Australia Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the Australia Post site so you can follow the live tracking updates!

Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there)

Help, I think my order is lost/hasn’t been delivered?

Think your order might be lost in transit? Although Australia Post quote us 3-9 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date. 

If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with Australia Post. 

*Please note: For any queries or issues related to your Australia Post order, we recommend you first reach out to Australia Post directly. While we understand delays are frustrating, we are required to work within Australia Post’s processes. Once you have contacted Australia Post directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.

Can I change my shipping address?

Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.

If your order has been shipped, don’t panic! You can still redirect it via the Australia Post tracking link we provide on your shipping confirmation email.

*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

Do you ship internationally?

At this time, we only deliver our products to customers in Australia.

Are there any customs/import fees?

All our products are shipped right here in Australia, out of our distribution centre. This means there’s no need to stress about any customs fees, as it’s shipping from your own backyard.

Product Questions

Warranty

LookRemy™ products are covered by a 2-year warranty from the date of purchase.

What makes the LookRemy™ Bio Collagen Mask different from others?

I’m not just a regular mask. I’m packed with ultra-low molecular collagen that absorbs deeply into your skin for plumping and firming. My hydration technology locks moisture in, leaving you glowing and refreshed, like you just walked out of a spa.

What results can I expect with the LookRemy™ Bio Collagen Mask?

After using me, you can expect plump, smooth, and glowing skin. I work to reduce pores and give you a fresh, radiant look, like you’ve had a full night’s rest—every time.

What is the LookRemy GlowLift™

I'm your new secret weapon against wrinkles and dull skin! I have 7 LED light therapy modes to zap fine lines, tighten sagging skin, and give your complexion the glow-up it deserves!

Which LED light should I use for my skin concerns?

Each of my LED setting has unique benefits:

  • Red – Wrinkles, be gone! Boosts collagen and firms up the skin.
  • Green – Hyperpigmentation? Hello to even skin tone and goodbye to dark spots!
  • Yellow – Feeling puffy? This light drains the lymphatic system.
  • Purple – Got deep scarring? I help your skin regenerate and renew itself.
  • Cyan – Bloating or swelling? This light takes tension away and calms the skin.
  • White – Skin feeling a little tired? White light helps speed up cell renewal, giving you a fresh glow.

What is the Radiance Reset™ 60-Day Ritual?

Oh, darling, this bundle is your ultimate game-changer! It's a luxury trio of my most powerful skin-loving products:

  1. LookRemy GlowLift™: A face and neck device that reduces wrinkles and tightens skin in just 10 minutes a day.
  2. LookRemy™ 8-Hour Radiance Eye Mask: Because if you don’t get your beauty sleep, I’ll do it for you—helping you wake up to smooth, glowing skin.
  3. LookRemy™ Irresistible Glow Overnight Mask: The perfect overnight hydrating treatment that works while you sleep.

Is this safe for all skin types?

Yep, I’m gentle, non-invasive, and safe for every skin type and tone. No worries here!

When will I see results?

Love, results come fast! You’ll see an instant glow after just 1 week, smoother skin and fewer fine lines at 1 month, and by 2 months, you’ll have a full-on radiant transformation. Trust me, you'll be addicted to the glow-up.

Do you offer wholesale or bulk purchase discounts?

Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us here for more information!

*Please note: This is subject to stock availability.

Can I send an order as a gift?

Have a special someone who you think needs some of our products in their life? You can ship any Nanoke product directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. Plus we don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!

*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry!

Are you stocked in any stores anywhere?

Nope, it’s just us! Our LookRemy products are only available on our online store here in Australia. Unfortunately, we don't currently offer international shipping.

Returns & Exchanges

Do you have a returns policy?

We know, we know—this part isn't the most exciting, but just take a moment to read through our return policy, so you're in the loop. We offer a 60-day risk-free trial on our products, so you can try them out and return them if they’re not quite right.

But not all items are eligible for return—any exclusions will be clearly mentioned on the product page or at checkout. To make sure your return is eligible, here’s what we ask:

  1. Items must be initiated for return and sent back to us within 60 days of delivery.
  2. Items were not marked as “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
  3. Items must be in their original packaging, and the packaging should be in the same condition.

This includes any tags and original packaging. You’ll also need to snap a photo of the item before sending it back to us, so we can assess its condition.

*Note: If you’re returning a product from a bundle, your order will no longer be valid at the bundle pricing.

How long do I have to return the products?

We totally get it—sometimes life just gets in the way. No stress, though! You’ve got a full 60 days to decide if it’s a match made in heaven or not. Check out our returns policy for all the details—we’ve got your back!

Can I return my order for a refund?

We know sometimes things just don’t work out, and that’s okay! If something doesn’t feel quite right, you can return it for a full refund, as long as it's within 60 days.

*Please note: Some items may not be eligible for return. We’ll make sure to highlight any exclusions on the product pages and/or at checkout. All products must be returned in new condition, with tags and original packaging.

**Please note: If you’re returning a piece from a bundle, the bundle pricing will no longer apply to your remaining items.

Do I have to pay for returns?

We’ve got you covered here too. All eligible returns (for both refunds and exchanges) within Australia will be covered with a free return shipping label that we are happy to organise for you, which means no expenses at the post office! Just contact our friendly teamhereand they will be able to help you along the way.

*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout.

How long does it take for my return/exchange to be processed?

We are working hard behind the scenes to get our products in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.

How long does it take for my refund to be processed?

We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-9 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.

Payment

How secure is your payment?

Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

What payment types do you offer?

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we also offer Google Pay & Apple Pay!

Do you have payment plan options?

Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!

How do I use a discount code?

Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).

I forgot to use my discount code!

Oops, made your purchase and realised you missed the discount code? Don’t worry, we’ve got you covered! Just reach out to our friendly team here, and we’ll help you sort it out.

*Please note: Only one discount code can be used per order. If you’re shopping multiple bundles or deals, we recommend placing separate orders. Strikethrough prices may already include discounts mentioned in the product description. Make sure to check your email for the specific products the code applies to!

What currency is the store in?

All pricing for our Australian store is listed in Australian dollars (AUD).

Contact Us

I have an issue with my order, what can I do?

Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.

I need to cancel or change my order!

These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

How do I contact you?

Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at hello@lookremy.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!

How do I provide feedback?

At LookRemy, we’re all about helping you glow, so we love hearing your thoughts! Nothing makes us happier than seeing our products become part of your self-care routine. If you have any feedback or want to share your LookRemy experience, we’d love to hear from you—send it our way here.

Where are you located?

Our LookRemy HQ is located in Brisbane, QLD. Your LookRemy products start their journey to you from our warehouses in Sydney and Melbourne.

*Please note: Our LookRemy HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.