Contact us
Questions about a product, your order or delivery? We are happy to help.
A person on our team reads every message and replies as soon as we can, usually within one business day. No bots and no runaround.
If you are chasing an order, include your order number and the email address you used at checkout, and we can pull it up straight away. You can also check progress yourself on the Track Your Parcel page once you have a tracking number.
Company information
Full business details, published openly, so you always know exactly who you are buying from.
- Company nameLook Great Company, a division of BuyFactory Direct Pty Ltd
- ABN30 656 628 938
- Administration officeSuite 307, Norwest Central, 12 Century Circuit, Norwest NSW 2153, Australia
- Phone+66 (0) 98 391 3877
- Emailtheteam@customersupport.care
Orders of $100 or more ship free with tracked delivery (a flat $27.50 below that), in 5 to 7 days after a 24 to 48 hour handling time. This is an online only shop: there is no showroom and nothing is collected.
Frequently asked questions
How do I get hold of a person?
Email theteam@customersupport.care. Support runs seven days a week and most emails are answered within one business day.
Do you have a shop I can walk into?
No. We are an online supplier with no physical shop, and that is part of how the pricing works.
Can I change or cancel an order?
An order can be cancelled any time before it ships, and a 12.5% service and processing fee applies. Most orders ship within 24 hours, so tell us within 12 hours if you need to stop one.
Do you take phone calls?
Email is the way to reach us. It gives the team your order number and anything you have attached, which is what they need to actually fix something.
How much is delivery?
Free on orders over $100. Under that it is a flat $27.50 across Australia, and that figure includes GST on the carriage.
How long will my order take to arrive?
5 to 7 days after a 24 to 48 hour handling time. A tracking number is emailed the moment it leaves us.
Can I pay extra to get it faster?
Yes. Express is a paid upgrade offered at the checkout for $27.50. If your order is already over $100 you can either take the free standard service or pay for express.
What if something arrives damaged?
Email theteam@customersupport.care with a photograph and your order number and we will sort out a replacement or a refund. Do that as soon as you notice, because it is far easier to resolve while the packaging is still to hand.
Can I return something I simply did not like?
If you simply change your mind you can return an item within 15 days of purchase, but you pay the return postage on a tracked service and a $39 packing and handling charge per order is not refunded. Nothing here affects the consumer guarantees you have under Australian Consumer Law.