Effective Date: 31 October 2025
Business Name: LOOKSY Pty Ltd
ABN: 85 629 964 871
Website: www.looksy.com.au
Email: info@looksy.com.au
Governing Law: Australia
1. Purpose
This Customer Support Policy outlines how LOOKSY Pty Ltd (“LOOKSY”, “we”, “our”, “us”) provides assistance, resolves issues, and handles customer inquiries for members, shoppers, and resellers using the LOOKSY platform.
Our goal is to ensure that every customer receives timely, professional, and transparent support consistent with our commitment to quality and fairness under Australian Consumer Law (ACL).
2. Scope
This policy applies to:
- Retail customers purchasing products through www.looksy.com.au
- Members of the Shoppers Club and Premium Platinum subscription tiers
- Dropshippers and resellers operating under approved agreements
- Potential customers making pre-sale inquiries
3. Support Channels
Customers can contact LOOKSY’s Support Team through the following official channels:
| Channel | Contact Details | Availability |
| Email Support | info@looksy.com.au | 7 days a week |
| Live Chat (Website) | Available via the support widget on www.looksy.com.au | Mon–Fri, 9:00 AM – 6:00 PM (AEST) |
| Order Support Portal | Members can log in to their LOOKSY Dashboard to submit tickets, track returns, and view status updates | 24/7 |
| Social Media Support | Facebook & Instagram DMs – @looksy.official | Mon–Fri, 10:00 AM – 5:00 PM (AEST) |
4. Support Hours
Our standard customer support hours are:
Monday – Friday: 9:00 AM – 6:00 PM (AEST)
Saturday – Sunday: Email support only (response within 48 hours)
Public Holidays: Limited operations; urgent inquiries prioritised next business day.
5. Response Time Commitments
LOOKSY aims to respond to all inquiries within the following timeframes:
| Request Type | Target Response Time |
| General product or membership inquiries | Within 24 hours |
| Order or shipping updates | Within 1–2 business days |
| Returns or refund requests | Acknowledgement within 48 hours; resolution within 5–10 business days |
| Technical or account access issues | Within 24 hours |
| Urgent issues (e.g. payment errors, address corrections) | Priority same-day response |
If additional time is required to resolve a complex issue, customers will be notified of the expected resolution date.
6. Support Request Process
(a) Submitting a Ticket
Customers can submit requests by:
- Emailing info@looksy.com.au
- Using the “Help” or “Contact Us” form on the Website
- Logging a ticket through their LOOKSY Dashboard
Each request generates a unique ticket number for tracking.
(b) Acknowledgment
You will receive an acknowledgment email confirming receipt of your request and a reference number within minutes of submission.
(c) Resolution & Updates
A Support Representative will review your ticket and may:
- Request additional information (photos, receipts, order ID);
- Provide updates or partial resolutions while investigating;
- Escalate the issue to a specialist or manager (see Section 7).
7. Escalation Process
LOOKSY operates a tiered escalation system to ensure all issues are handled efficiently:
| Level | Team / Department | Example of Issues Escalated |
| Level 1 | Customer Support Representative | General inquiries, simple refunds, tracking updates |
| Level 2 | Senior Support Specialist | Product faults, damaged goods, returns, or missing parcels |
| Level 3 | Operations & Logistics Manager | Repeated delivery failures, courier claims, factory issues |
| Level 4 | Compliance or Director | Escalated membership disputes, account terminations, or legal claims |
If you are unsatisfied with the resolution at any level, you may request escalation to the next tier by replying to your support email with “Escalate My Case” in the subject line.
8. Customer Responsibilities
To ensure timely resolution, customers must:
- Provide accurate contact details and order information;
- Retain proof of purchase and relevant documentation;
- Use polite and respectful communication;
- Avoid creating duplicate tickets for the same issue (to prevent delays).
Abusive, threatening, or offensive behaviour toward LOOKSY staff will not be tolerated and may result in account suspension.
9. Resolution and Follow-Up
Once resolved, LOOKSY will:
- Send written confirmation of the outcome (refund, exchange, or action taken);
- Provide relevant tracking or credit details (if applicable);
- Keep internal case records for at least 12 months for quality monitoring.
Feedback surveys may be sent after ticket closure to measure service satisfaction.
10. Complaints & Dispute Handling
If you are dissatisfied with a resolution or response time:
- Email info@looksy.com.au with the subject line “Complaint – [Ticket Number]”.
- The issue will be escalated to a Senior Support Specialist or Manager for review.
- You will receive a formal written response within 10 business days.
If you remain unsatisfied after internal review, you may contact:
- NSW Fair Trading at www.fairtrading.nsw.gov.au, or
- The ACCC (Australian Competition & Consumer Commission) for consumer rights concerns.
11. Priority Support for Premium Members
Premium Platinum Members enjoy:
- Priority queue handling on all tickets and chat;
- Dedicated support representative;
- Fast-track resolution for order replacements and refunds.
12. Technical Support
LOOKSY’s technical support covers:
- Account login, password resets, or access errors;
- Membership billing portal issues;
- Product upload or vendor dashboard support for dropshippers.
Technical support is available Monday–Friday, 9:00 AM–6:00 PM (AEST), excluding public holidays.
13. Continuous Improvement
LOOKSY continuously monitors:
- Support ticket trends;
- Customer satisfaction (CSAT) and Net Promoter Scores (NPS);
- Staff response time metrics;
- Root-cause issues affecting user experience.
Regular improvements are made based on analytics and feedback to maintain industry-leading service quality.
14. Contact Information
LOOKSY Pty Ltd
Email: info@looksy.com.au
Website: www.looksy.com.au
ABN: 85 629 964 871
Governing Law: New South Wales, Australia
