Faq Click on the topic to access answers to your questions
How to order?
Placing an order on Menlook.com couldn’t be easier: take a stroll through our catalogue, using the search engine or directly through the categories (Clothing, Brands, Designers).
Select the items you wish to purchase by clicking "Add to Shopping Bag." Once your products are in the basket, click the "Order" button.
NB. Menlook uses the highest standards of security for each purchase. Once the payment has been made, the company Cybersource controls the bank information submitted in order to fight against identity theft and credit card fraud.
How long will it take for my order to be dispatched?
All orders placed before 11:00 AM. GMT+1 (Monday to Friday) are dealt with on the same day. That’s to say, it’s removed from storage, controlled, packaged, stamped and delivered to the carrier you have chosen.
Orders placed after 11:00 AM. GMT+1 are given priority the next business day.
You will be notified by mail on the evening of the shipment and you can track your delivery if you click here.
Why is my order delivered in multiple packages?
In order to offer you a selection of the hottest brands, we have several warehouses which store our products. For orders composed of many products, it is possible that some of the products are not kept in the same storage unit. In order not to delay delivery, we prefer to send you your products directly and avoid gathering them together before sending.
How do I use a promotional code?
If you have a Menlook promotional code, you can enter it at the time of purchasing, once logged in to your account. Promotional codes are valid for 3 months, with no minimum purchase.
My promotional code doesn’t work!
Your promotional code cannot be combined with other codes or discounts (for example: Outlet and other special offers). For this reason it is not taken into account when ordering. If the problem persists, please contact our Customer Service.
How do I pay?
Menlook offers two payment methods:
- - Credit card: Visa, Mastercard, Maestro, American Express
- - PayPal
The card is charged as soon as you finalise your order.
Is it secure to pay by card?
Payment is completely secure thanks to the online payment system of our partner bank: La Société Générale.
Your bank details will only circulate on the internet in encrypted form, that is to say they are coded to make them unreadable.
Furthermore, they are processed by Société Générale and Menlook is never in possession of them. In fact, when you type your credit card number to shop on Menlook, you transfer your details directly to La Société Générale, and not to Menlook.
Technical details :
From a technical point of view, the security system uses a SSL (Secure Socket Layer) to 128 bits. Encryption is fully supported by Ogone (Internet Service Secure Payment). Ogone is, in Europe, one of the main operators of payment services for e-commerce and distance selling, with thousands of customers in 35 countries.
What currency am I charged in?
The final price is fixed and charged in GBP. All other prices are calculated from the current exchange rates and are approximate only and should be used only as a guide. The amount on your card statement will be the equivalent amount in your local currency based on the rate applied by your credit card company when your account is debited. Please note that rate used by your bank or credit card company may not be the exact rate as stated at time of purchase.
What are the delivery methods?
Menlook offers the following delivery services:
- - UK and European Standard and Priority delivery by DHL.
- - Worldwide express delivery by DHL Express.
What are the delivery times?
- DHL Express delivery in Europe: 24-48 hours after dispatch
- Priority shipping: 2-3 working days after dispatch
- Standard shipping: 3-4 working days after dispatch
- DHL Express delivery worldwide: 4-5 working days after dispatch
To view delivery rates for your location, please click here.
When will my package be dispatched?
Because we know you can’t wait for your order, we will send it to our teams to prepare as soon as it is validated and we give your package to your chosen carrier later in the day in order for it to be delivered as soon as possible. All orders placed before 11:00AM. GMT+1 are prepared and sent in the afternoon, except Saturdays, Sundays and bank holidays in France, and unless your payment is not validated: we approve our transactions under the standards and controls recomended by Cybersource.
How do I know where my parcel is?
We send you an e-mail when your order is dispatched with a link allowing you to follow your parcel on the site, or you can track your parcel directly on the carrier's website.
Also, at any time you can access the tracking of your delivery through "My Account" in "My last order." Just click on this section to access the details of your last order and your parcel number. Click again on the parcel number, and you can track the status of your delivery at the site of the carrier concerned. You will know in no time the status of your delivery.
What happens if I’m not at home at the time of delivery?
If you are not at home when the postman or delivery man arrives, a notice will be deposited in your mailbox. This note shows the time and date of attempted delivery and the post office where you can collect the parcel. You must take the notice and ID with you to the post office in order to collect your package.
Where does Menlook deliver?
Deliveries are made Worldwide: in the UK, Europe, North America, Australia & Japan.
Click here for more information about delivery.
What about import duties and taxes?
Any import duties and taxes for deliveries outside the EU are charged once the parcel has reached the destination country and these charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary from country to country. If you have any questions related to customs charges you are advised to contact your local customs office.
What is the quality of the products on offer?
The Menlook team takes great care in selecting the products and brands that are available to you. You will find on Menlook a large number of brands renowned for their seriousness and commitment to the quality of their products.
All items sent to you are subject to a very careful quality control.
If however a product does not meet your expectations for whatever reason, do not hesitate to return it following the returns procedure available on the site.
How long will it take to receive the products?
All the products offered on Menlook are available in stock (unless otherwise stated) to guarantee a maximum level of service and fast delivery.
All orders placed before 11:00 AM. GMT+1 (Monday to Friday) are processed and shipped the same day.
We send the ordered products within 24 working hours after your order is validated (including preparation time).
This time is non-binding, and is linked to the vagaries of our carriers.
If, despite all our precautions, this deadline was not met for various reasons (carrier delay, force majeure such as weather, strikes ...), please accept our apologies and we will make every effort to deliver your order as soon as possible.
We are available by phone from Monday to Friday from 9:00 a.m. to 5:30 p.m. GMT and happy to answer all your questions and address all your comments.
- - By e-mail: Go to our Contact form
- - By phone:
+44 (0)870 820 0290 for assistance in English
cms-faq-3 for assistance in French
(Local UK call rates apply)
For any questions regarding the status of your order or your return, please have your order or return number ready. For other questions, contact the same numbers.
Can I return items that I do not want to keep?
All products purchased on Menlook.com can be returned. Items must be returned new, unworn and in their original packaging (shoe box, plastic wrapping). You must therefore place shoe boxes inside suitable cardboard shipping packaging in order to send them back to us. We also advise you to try shoes on inside on a clean surface. It is very important not to detach the labels and not to get items dirty.
How do I return an article?
- Step 1 :
- -Sign in to your account on www.Menlook.com and click on My Account
- -Select the order which corresponds to the product(s) you wish to return
- -Click on « Exchange or Refund »
- -Select the products that you want to return, and whether you want a refund, a credit slip or an exchange. (Please make separate requests if you want to exchange one item and refund another)
- -Indicate the reason for your return and confirm
- Step 2 :
- -Prepare your package
- -Replace the items with the tags still attached in their original packaging (shoe boxes, plastic wrapping) before placing them in the shipping carton
- -Please also include the delivery slip received with your order in the return package.
- Step 3 :
- Returns from the UK, France or Germany:
- -Please follow the instructions on the returns confirmation page to print your return label and arrange your return via your local drop-off point.
- -Please note that returns sent using the pre-paid label can take up to 21 working days to be delivered to our warehouse in France. If you require a faster service, please send your return parcel by post to the address given below for all other countries (at your own expense).
- Returns from all other countries:
- -Please return the selected product(s) by mail to the following address:
- Menlook Chez VIAPOST
- 28-40 Rue des Chapelles
- Zac Chesnes Ouest
- 38070 St Quentin Fallavier CEDEX
- -We do not yet offer prepaid labels for returns from countries other than the UK, France, and Germany. The cost of returns is payable by the customer. When returning an item you should retain proof of posting from your shipper as we will not be responsible for any items that fail to reach us.
- Step 4 :
- -You will receive a confirmation email once the package has been received
How long have I got to return an article?
You have 30 days to register and send your return item(s), from the date of delivery, for an exchange or store credit. For a refund, the period is 14 days.
Items must be in new condition and in their original packaging with tags intact. Before you return an item, don’t forget to register it from “My Orders” on your Menlook account".
If you select a credit, it will be displayed under “My Credits” from your Menlook account and is valid for 1 year.
How can I get a refund for a product?
In the case of a refund request, follow the steps explaining how to return an item. We will reimburse you 10 to 15 working days after receiving your returned item(s).
The refund will be credited to the account (Credit card or Paypal) used for the orignal order.
For credit card refunds, please note that processing delays between banks can increase the time taken for your account to be credited by a few days.
Please note that for logistical reasons, any return requests following an exchange will result in a store credit.
Can I make an exchange?
You can exchange any item that you are not satisfied with within 30 days of receiving your order. The items you wish to exchange must be new, unworn and intact in their original box. You can exchange them for a different size.
If returned items are on sale or if you used a promotional code when validating your first order, you will receive the same discount for your exchange order.
Please note that for logistical reasons, any return requests following an exchange will result in a store credit.
How do I make an exchange?
Log into our site through "My Account" and then "My orders". Choose relevant order and click on "Make an exchange or refund" and let it guide you.
Your exchanged order will be shipped within 14 working days after the reception of your return parcel. You will receive a confirmation email after your exchanged order has been shipped with the tracking number.
Why should I create my Menlook account?
To enable us to process your order we need some information about you: delivery and billing addresses, e-mail, etc…
The creation of this account also allows you to benefit fully from services offered by Menlook:
- - Monitor the status of your orders
- - Create a wishlist with your favorite products, which you can then share with friends
- - Receive special offers from Menlook
- - Invitations to exclusive events
- - View your purchase history
- - Back-up all of your delivery addresses
All your account information on Menlook is used only as part of your business relationship with Menlook. This information is never shared or sold to third parties.
You can change your information at any time by managing your account online. Your account information can also be completely removed from our database upon request.
How is personal information from my account used?
All your account information on Menlook is only used as part of your business relationship with Menlook. This information is never shared or sold to third parties.
Menlook is registered with the CNIL under number 1094140 and 1094139.
This registration is a commitment for Menlook to comply with the law of 6 January 1978 on computers, files and freedoms. And according to this law, you have a right to access and rectify data concerning you.
As for your banking information (credit card number) they are never in our possession since the banking transactions are handled directly by Société Générale.
What are cookies? How do I remove them?
How do I unsubscribe from the newsletter?
You can unsubscribe from the Menlook newsletter by clicking on the link at the bottom of page in the last newsletter you received. You can also send an email to email@example.com writing the word "unsubscribe" in the subject line.
I can’t remember my username/password!
Your login is easy to find: it's your e-mail address.
If you have forgotten your password, go to "My Account" and click "Forgot Password". You must provide the e-mail address associated with that account. A new password will be sent by e-mail after a few minutes. You can further customise your password by logging into your account.
How do I edit or delete my Menlook account?
Your personal information can be modified or deleted at any time from our databases upon request.
Menlook is associated with Cybersource in order to guarantee the reliability of its payments. Cybersource's job is to ensure a climate of trust and confidence between buyers and sellers on the web. Cybersource therefore provides its services to Internet users as well as online sales sites.
The Menlook.com Marketplace: What is it?
In order to always offer you more products and brands as well as better availability of products in your size, Menlook.com is launching its new offering, Marketplace.
A Marketplace: what is it?
The Menlook.com Marketplace enables professional sellers carefully chosen by us to sell their own products on the Menlook.com web site. Each seller is chosen for the high quality of its services and products and with a single order on Menlook.com, you gain access to a wide offering boasting a choice of quality products in all the areas of men's fashion and lifestyle.
How can I recognise a Marketplace product on Menlook.com?
- - At the time of your selection, on the product form, you can see an insert with the following information:
- "Sold and shipped by" - followed by the name of the Marketplace partner.
A Marketplace order: How does it work?
- - The products of our partners are available for sale on Menlook.com, at their price and as per general terms of sale.
- - Nothing changes in your ordering process. You select the items of your choice on Menlook.com and add them to your shopping cart, in which the sellers' names are displayed. Once your cart has been validated, you choose a delivery mode for each seller and proceed with the usual payment of your order. We send them each a shipping order.
- - The partners independently process and ship their products directly to your address.
- - If you have chosen items sold by different partners, several "sub-order" numbers will be assigned (one sub-order per partner). Emails which notify you of each shipping of order are sent making it possible for you to ensure complete tracking of your purchases.
- - You can purchase both products sold and shipped by Menlook and products sold and shipped by our partners in the same order (your products will be shipped in distinct packages).
- - In case of return, you shall proceed as you usually do with your regular orders by going to the details of your order in your Menlook.com account (within the revocation deadline indicated by the sellers).
- - If you have any queries, our partners are at your disposal and respond to all your questions via our contact form on your order or on the ordered product form.
How does the Marketplace product delivery take place?
Each order is processed and shipped by the concerned partner(s). Therefore, the orders and delivery charges are independent and specific to each seller. Thus, if you purchase several items sold by various partners of the Menlook.com Marketplace, the delivery charges add up and you will receive as many delivery packages as the number of sellers concerned by your order. The terms and conditions of delivery and the associated shipping charges of the Marketplace partners are presented in the "Delivery" page at the time of your purchase. The partners undertake to comply with the delivery dates specified at the time you place the order. The delivery address is the one entered by you at the time of purchase. It is now your responsibility to make sure that the information communicated for this purpose is and remains correct and will allow you to receive the products purchased on Menlook.com.
How can I find out the delivery and return policy of a Marketplace seller?
For knowing a seller's return policies, you need to go to a form of a product sold by this partner and click on the tab "Delivery and return".
How can I return a Marketplace product?
If you wish to return an item sold by a Marketplace partner on Menlook.com, you just have to go to "My account". Once you access the details of your order, you can click on "return an item" and then fill in the reason for your return request in front of the item you wish to send back. Your request will be forwarded to the seller who will indicate the terms and conditions of the return (address to which the item has to be reshipped, transporter used, etc.). As soon as the seller has accepted the return and has communicated the required information to you, you can get your return package ready and send it to the address communicated.
WARNING : The products sold on the Menlook.com Marketplace are neither taken back nor exchanged by Menlook.com.
As soon as your return package is received by the partner, it will proceed with a refund request via Menlook.com. The amount will be automatically refunded by Menlook to your bank account.
Can I exchange a Marketplace product?
The products sold on the Menlook.com Marketplace cannot be exchanged.
If, however, you wish to exchange an item, you will have to send it back to the Marketplace partner with its prior agreement and replace an order for the new item (depending on availability of stocks). The partner will subsequently proceed with the refund of your return on receipt of the package.
How can I pay for my order?- As with all orders, in order to access payment, you will be asked to take note of and accept the general terms of sale.
- The debit of the amount for all orders placed on the Menlook.com Marketplace is done as soon as the seller confirms its taking charge of the order. Therefore, each sub-order will be separately debited on acceptance of the order by the partner.
- The payment options accepted by our partners will be at the very minimum:
- • Credit/debit card
- • Visa
- • Mastercard
Warning: Menlook credit notes are not valid on Marketplace products
Do promotional codes apply to Marketplace products?
Menlook.com promotional codes are not valid on the products sold by Marketplace partners. These codes are applied only on the products sold and shipped by Menlook and as per the terms described on the OUR TERMS page..
How can I contact the seller in case there is a problem?For Marketplace orders, the customer service is taken care of by the partner. You can contact the Marketplace seller via:
- • The forms of the products sold by the Marketplace partner in the tab "A question"
- • Your order history on your account
- • Your order details accessible from the order history of your account
How can I track my order?
For any order placed on Menlook.com, you can track your order from your "My Account" space. Here, you will find your order details, can track your shipping, get in touch with the seller and consult your Menlook.com purchase histories. Menlook keeps you informed by email at each stage of your order. Each partner fills in its delivery modes, time lines and charges on the Menlook.com web site. For deliveries abroad, it depends on policies specific to each partner.
What happens in case of dispute?
In case of dispute, we ask that you contact the seller in order to find a solution. However, rest assured, Menlook.com undertakes to intervene if the seller delays in responding or if no solution has been found.
What is the role of Menlook.com?
- • Menlook is a trusted third party and undertakes to help you in solving problems related to your order placed via the Marketplace.
- • Menlook.com has a range of efficient tools to ensure tracking of your order at all times.
- • The sellers are certified by Menlook for the quality and reliability of their service.
- • Menlook.com guarantees you 100% secure payment
Menlook la Carte : qu'est-ce que c'est ?
Un programme de fidélité qui vous permet de cumuler des points à chacun de vos achats.
Comment en profiter ?
Pour bénéficier des avantages du programme Menlook la Carte, il suffit de créer un compte sur le site Menlook.com
Vous avez déjà un compte ? Vous n'avez rien à faire ! Vous cumulerez des points lors de votre prochaine commande.
Collecter des points
Vous pouvez cumuler des points dès votre première commande.
Le barème de points est le suivant :
1€ = 10 points sur les produits vendus et expédiés par Menlook.
1€ = 1 point sur les articles avec remise ou vendus et expédiés par nos partenaires.
Exemple : un blouson à 99€ = 990 points // Un pull à 50€ (au lieu de 100€) = 50 points // Total points = 1040 points
Mes bons d'achat
Pour générer un bon d'achat, c'est très simple. Il vous suffit de vous rendre dans la rubrique "mon compte" puis dans "Programme de fidélité".
Selon votre solde de points, vous pourrez sélectionner le montant du bon d'achat souhaité. A noter, il est nécessaire d'avoir un solde minimum de 1000 points pour générer un bon d'achat.
Que se passe-t-il si j'ai dépassé la date limite d'utilisation de mon bon d'achat ?
Chaque bon généré est valable 10 jours. Nous vous conseillons de générer votre bon au moment où vous souhaitez l'utiliser.
Si la date limite d'utilisation est dépassée, votre bon ne sera plus valable sur votre panier.
Comment les utiliser ?
Pour utiliser votre bon d'achat, il vous suffit d'entrer le "code cadeau" sur la page panier dans l'encart "vous avez un code promo". Attention, votre code est valable uniquement sur les produits vendus et expédiés par Menlook et n'est pas cumulable avec toute autre offre ni sur les produits avec un point rouge. Votre code est à usage unique et sera donc perdu en cas de retour de la commande.
Quels montants sont disponibles ?
10€, 25€, 50€, 75€, 100€, 150€, 200€, 300€, 500€, 1000€
Quels sont les avantages ?
A partir de 1000 points cumulés, bénéficiez de 10€ en bon d'achat.
Tous les 1000 points, 10€ vous sont offerts en bon d'achat. Ex : Avec 5000 points, profitez de 50€ de bons d'achat.
Vos bons d'achat sont valables sans minimum !
Comment sont calculés mes points ?
Vos points sont calculés en fonction de vos articles.
Si vous achetez un article vendu et expédié par Menlook, vous bénéficiez de : 1€ = 10 points.
Si vous achetez un article vendu et expédié par un partenaire de Menlook, vous bénéficiez de : 1€ = 1 point.
Si vous achetez un article avec un prix barré, vous bénéficiez de : 1€ = 1 point. Le nombre de points affiché sur la fiche produit prend en compte ce barème.
Si vous achetez un article avec une remise applicable sur votre panier, vous bénéficiez de : 1€ = 10 points.
Sachez que le nombre de points affiché sur votre panier peut être différent de celui communiqué sur la fiche produit.
Votre nombre de points Menlook la Carte est recalculé automatiquement en prenant en compte les remises appliquées à votre panier.
Comment consulter le solde de mes points ?
Le solde de vos point est consultable au sein de votre compte, dans la rubrique "Mon programme de fidélité"
Mes points sont-il périssables ?
Votre solde de points expire si aucune commande n’est passée pendant un an. Afin de conserver vos points, vous devez effectuer au moins une transaction tous les 365 jours.
Je n'arrive pas à générer un bon d'achat.
Afin d'avoir la possibilité de générer un bon d'achat, assurez d'avoir un solde supérieur ou égal à 1000 points. Si le problème persiste contacter le service client.
Je suis Membre Menlook PREMIUMPuis je cumuler mes avantages (-10%) avec le programme de fidélité.
Oui, vous pouvez bénéficiez de vos avantages Premium tout en cumulant des points.
Quel barème pour les premium ? -10% permet le barème suivant : 1=10 points (-10%) => Considéré comme une remise panier)
En tant que premium vous avez également la possibilité de cumuler des points. Cependant, votre nombre de points étant calculé sur le montant total de votre panier, une réduction de 10% sera également appliquée à votre solde de points.