Frequently Asked Questions

GENERAL INFO

• What is HauteLook?

  A member of the Nordstrom family, HauteLook is an online destination offering limited-time flash sale events at insider prices up to 75% off. Each day at 8AM Pacific, you can shop new sale events featuring the best names in women’s and men’s fashion and accessories, as well as beauty, kids’ apparel and toys, and home décor—all at up to 75% off. Membership is free and everyone is welcome.
• How is HauteLook able to offer such great prices?

  We partner with top fashion and lifestyle brands and suppliers to give our customers access to a wide selection of high quality merchandise at great, often deeply-discounted prices.
• How do I shop HauteLook and nordstromrack.com?

  We’ve created a dual-tab shopping experience to give you the best of HauteLook and nordstromrack.com. Simply register on either site to shop both stores with one shared account, cart, and checkout. If you already have a HauteLook account, there’s no need to create another for Nordstrom Rack. We’ve already linked your account to both stores, so you can start shopping right away. If you prefer not to create an account, you can make purchases using the guest checkout option available on both sites. You can also shop on the go with our mobile apps. Click here to download our app for iPhone and iPad, or click here to download our Android app to your mobile device.
• What is the difference between the merchandise offered at HauteLook and nordstromrack.com?

  While you’ll find complementary brands at HauteLook and nordstromrack.com, each online store offers something different and exciting. At nordstromrack.com, you’ll discover a deeper inventory of the latest women’s, men’s and kids’ styles. HauteLook’s flash sale events give you limited-time access to the best names in women’s and men’s fashion and accessories, as well as beauty, kids’ apparel and toys, and home décor, all at up to 75% off. Inventory is limited and savings can be steep, so shop early and often!
• What mobile apps are available?

  You can download the HauteLook and Nordstrom Rack apps for iPhone, iPad, and Android. Click here to download our app for iPhone and iPad, or click here to download our Android app to your mobile device.
• Does HauteLook offer alterations and tailoring services?

  Select Nordstrom Rack stores offer alterations and tailoring services for both in-store and online purchases, including HauteLook items. Simply bring your item(s) and receipt or packing slip to a select store, and we'll gladly help you get the right fit. For pricing information, please contact your local Nordstrom Rack store.
• Where can I learn about product recalls?

  Nordstrom maintains a list of products sold at Nordstrom or affiliated entities that have been recently recalled. To see the list, please click here..
• Where can I find information about my Cyber Spend and Get promotion?

  If you purchased items during “Cyber Week” (from November 27, 2019 to December 2, 2019), please visit our Spend and Get FAQ page.

ABOUT OUR SALE EVENTS

• How do HauteLook’s daily sale events work?

  Our team of experts partners with fashionable brands and approved suppliers to offer a wide assortment of styles and sizes at the best prices possible. When a sale event is over, we work with our partner or supplier to fulfill the orders. Once we receive the items from a partner or supplier, we then review, pack and ship them to our customers.

  We launch new events every day at 8AM Pacific. Events starting Monday–Thursday, including those launched in the afternoon and evening, run for 48-72 hours. Events starting Friday or Saturday run until Monday morning. Home events launch every Tuesday at 1PM Pacific and run for a full 7 days.

  If you have a HauteLook account, you can also use it to shop nordstromrack.com. That way, you can shop our exciting limited-time events, as well as an ongoing catalog of brands you love with just one shared account, cart, and checkout.

• How do I learn about HauteLook sale events?

  Every morning at 8AM Pacific, customers signed up to receive HauteLook emails get an email and/or a mobile app notification listing the day’s new events. Click on the email or open your HauteLook mobile app to start shopping.
• What does it mean when an item is on hold?

  Each sale item has a set amount of inventory. An item is placed "on hold" when the last available piece is in another customer’s shopping cart, but has not yet been purchased. Any item that has been in another customer’s cart for over 15 minutes does become available again, so don’t lose hope if an item you love is on hold.
• How long can I have an item in my shopping cart?

  You can reserve an item in your cart for 15 minutes. If an item times out but is still available, you can add it back to your cart by clicking "Add It Again." Items from nordstromrack.com can be reserved in your cart for up to 30 minutes.

GIFT CARDS

• How do I purchase a HauteLook eGift Card?

  Right here. You can also purchase Nordstrom Gift Cards and e-Gift Cards at Nordstrom.com. Nordstrom Gift Cards and e-Gift Cards do not expire, have no fees and are redeemable online and in stores at Nordstrom and Nordstrom Rack, as well as at HauteLook.com.
• How do I redeem a HauteLook eGift Card?

  Enter your eGift Card code at checkout when prompted and click "Apply". Your eGift Card balance will be automatically applied to your order total.
• What happens to the rest of my HauteLook eGift Card if I don’t use it all at once?

  If your order total is less than the amount of your HauteLook eGift Card, the remainder will be available using the same claim code for future purchases. If your order total is more than the amount of your HauteLook eGift Card, you will need to pay the remaining balance using another payment method.
• How do I check my HauteLook eGift Card balance?

  To check your eGift Card balance, simply enter your eGift Card claim code during checkout and click “Apply”.
• Can I use Nordstrom Gift Cards or Nordstrom Notes to make a purchase?

  Yes! Nordstrom Gift Cards and Nordstrom Notes are redeemable online and in-store at Nordstrom, Nordstrom Rack, and HauteLook.
• If I used a Gift Card and cancel my order, how will I be refunded?

  You will be mailed a new Gift Card in the amount of the transaction. At this time, we are unable to add funds to existing Gift Cards.
• How long will it take to receive my Gift Card refund?

  It only takes 1-3 business days to receive your Gift Card refund, once your return or cancellation has been completed.
• If I paid with a card and a Gift Card, how will I receive my refund?

  If all items are returned or canceled, you will receive the refund in the exact form the items were purchased. If the order is partially returned or canceled your funds will first go to the card used.
• Where can I get more information around the Gift Card giving policy?

  Please click here to find information around our Gift Card giving policy.
• Can I use a Gift Card or an eGift Card I purchased in the U.S. (or in U.S. dollars) in Canada?

  No, U.S. Gift Cards generally cannot be used in Nordstrom stores in Canada.
• Can I use a Gift Card or eGift Card I purchased in Canada (or in Canadian dollars) in the U.S.?

  Canadian Gift Cards generally cannot be used in Nordstrom or Nordstrom Rack stores in the U.S. Additionally, Canadian Gift Cards cannot be used online at Nordstrom.com, nordstromrack.com, or HauteLook.
• I live in Canada. Can I purchase a Gift Card or an eGift Card on Nordstrom.com?

  Canadian customers can only purchase traditional Gift Cards in Nordstrom stores in Canada. You may be able to purchase an eGift Card denominated in U.S. dollars on Nordstrom.com, which is redeemable in Nordstrom and Nordstrom Rack stores in the U.S., and online at Nordstrom.com, nordstromrack.com, and HauteLook.

ORDERS

• How do I check my order status?

  If you’re registered on HauteLook, simply visit your Account page to see when your order was placed, the date your order shipped from our warehouse, and other key steps in the process. If you used the guest checkout option, you can track your order once it ships by referencing the shipping confirmation email sent to you. If you have questions prior to shipment, contact Customer Care at 1-888-547-8438, and one of our representatives will be happy to help.
• Can I cancel or modify my order?

  If you ordered with standard shipping, you can cancel an order within 2 hours from the time it was placed. If you’re registered on HauteLook, simply visit your Returns page and select "Changed my mind" on the order you wish to cancel. You can also Chat Now and one of our representatives will be happy to assist you. If you purchased using guest checkout, contact Customer Care at 1-888-547-8438 within the same 2-hour window, and one of our representatives will be happy to help.

  For all shipping methods, including next business day, two-business day, and standard shipping, we are unable to modify items, payment methods, or shipping methods after an order has been placed.

  Please note: Not all items are available for cancellation.

• What payment types are accepted?

  We accept Visa, MasterCard, American Express, and Discover cards issued within Canada and the United States, PayPal, Nordstrom Visa®, Nordstrom Card, Nordstrom, Nordstrom Rack and HauteLook Gift Cards, Nordstrom Notes, and account credits.
• Does HauteLook charge sales tax?

  As a Nordstrom company, we are considered a part of the physical presence of any Nordstrom store or shipping facility. We are thereby required by state law to collect sales tax on any order shipped to your state. If you have any further questions or concerns, please contact your state Department of Revenue. You may also visit: http://statelaws.findlaw.com/tax-laws/

  STATE & LOCAL SALES TAXES

  The terms contained herein are subject to change as the taxation of online transactions is continually evolving. HauteLook strives to comply with state and local tax laws as they exist currently and continues to monitor and update its taxation policies as those laws change.

  States Where HauteLook Collects Sales Taxes

  Orders shipped to AK*, AL, AZ, CA, CO, CT, DC, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, NC, NJ, NV, NY, OH, OK, PA, PR, RI, SC, TN, TX, UT, VA, VT, WA or WI will have all applicable local and state sales taxes added to your total order, and to your shipping charges, where appropriate.

  Sales Tax Collection in Alaska

  As cities within Alaska update their sales tax laws and ordinances to adopt the Remote Sales Tax Code established by the Alaska remote Seller Sales Tax Commission, Nordstrom, as a remote seller, may be required to collect sales tax on transactions with destination addresses within these cities. Please visit the Alaska Remote Seller Sales Tax Commission website for more information and to learn about which cities in Alaska are participating.

  States Where HauteLook Does Not Collect Sales Taxes

  HauteLook does not collect sales or use taxes in all states. For states imposing sales or use taxes, your purchase may be subject to use tax unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the internet or by other remote means. Many states require purchasers to file a sales/use tax return at the end of the year reporting all of the taxable purchases that were not taxed and to pay tax on those purchases. You may have a tax obligation in states where HauteLook does not collect sales tax. Details of how to report these taxes may be found at the websites of your respective tax authorities.

• Can I call to place my order?

  No. At this time we aren’t able to process orders over the phone. However, if you are having trouble placing your order, please call Customer Care at 1-888-547-8438, and one of our representatives will be happy to assist you.
• Can I add different forms of payment to an order?

  No. We are currently unable to accept multiple credit cards for a single transaction. You can, however, apply account credit, Nordstrom, Nordstrom Rack, and HauteLook Gift Cards, or Nordstrom Notes to your purchase, and pay the remaining balance with a credit card or PayPal.
• I have a promo code. How do I use it?

  During checkout, you will see the "Add HauteLook Gift Card/Discount Code" field. Enter your code and click "Apply".
• Can I use multiple promo codes?

  No. Only one promo code is permitted per transaction. You cannot combine promo codes with other offers.
• If I used a Gift Card and cancel my order, how will I be refunded?

  You will be mailed a new Gift Card in the amount of the transaction. At this time, we are unable to add funds to existing Gift Cards.
• How long will it take to receive my Gift Card refund?

  It only takes 1-3 business days to receive your Gift Card refund, once your return or cancellation has been completed.
• How do I cancel if Customer Care is closed?

  If you are registered on HauteLook and wish to cancel an order during non-business hours, please visit Shipping & Returns. Note: Cancellations can only be made within 2 hours after the order is placed. Unfortunately, we are currently unable to cancel orders placed using guest checkout during non-business hours. We apologize for any inconvenience.
• Can I use Apple Pay to make a purchase?

  Yes! You can make a purchase with Apple Pay if you are using a supported device and a supported browser, have activated Apple Pay, and have at least one credit card stored in your Apple Wallet. An Apple device with TouchID or FaceID is required. If you are using a web browser to shop with us, Apple Pay requires the use of the Safari web browser. Please note that Apple Pay does not support promo codes at this time.

  Need help using Apple Pay? See the links below for more information:

  • Adding a credit card to your Apple Wallet
  • Using Apple Pay in the app
  • Using Apple Pay from the Safari browser

SHIPPING & RETURNS

• How do I qualify for free shipping?

  Free shipping is applied to domestic orders over $100 before tax. Please note that Canadian orders and all items over 5lbs are excluded.
• Do Nordstrom Rack items count towards the free shipping over $100 offer?

  Yes! Our free shipping offer applies to both HauteLook and nordstromrack.com items.
• What are the domestic shipping rates?

  Free shipping is applied to domestic orders over $100 before tax. Items over 5lbs are excluded.

  • For Jewelry and Beauty orders under $100, the shipping rate is $5.95.
  • For orders under $100 in all other categories, the shipping cost is $7.95.
  • $15 for two-business day shipping
  • $25 for next business day shipping
  • Orders including Jewelry and Beauty items as well as items in other categories, including Watches and Accessories, will be subject to the $7.95 shipping rate. Incremental charges may apply for additional weight and size.
  • Incremental charges may apply for additional weight and size.
• What are the international shipping rates?

  Shipping rates start at $10.95 for Canada. Incremental charges may apply for additional weight and size.
• How long does it take to receive my order?

  Shipping times vary for HauteLook and nordstromrack.com. For HauteLook, shipping times depend on an item’s original location and delivery process:

  • Leaves shipping center within 1-3 days: Items within this shipping timeline will ship leave the shipping center within 1-3 days.
  • Ships in 2-3 weeks: Items from some flash sale events are shipped from the brand to HauteLook after the event ends. Once your items arrive, we’ll package them and ship them off to you.
  • Ships in 2-4 weeks: Items from some flash sale events ship directly from the brand. As shipment times vary for each brand, please expect your order to ship in 2-4 weeks. Note: Some Home items may ship in 4-6 weeks.
• Where can my items be shipped?

  We currently ship to the U.S. and Canada. Please note that we are unable to ship to PO boxes or APO/FPO addresses.
• What is the international surcharge?

  For Canadian orders, a 28% international surcharge will apply, which covers all GST, PST and duty fees. You will see the total surcharge during checkout.
• What items are returnable?

  Visit our Shipping & Returns page to view the list of eligible items.

  Please note, we reserve the right to refuse or limit quantities to anyone we believe may be purchasing items for resale. Sales to anyone management believes to be a reseller or bulk purchaser are final, and no exchanges or returns will be granted.

  Our return philosophy is to be fair and reasonable with our customers, and we hope that our customers are fair and reasonable with us as well. In rare instances, we feel a customer isn't being fair with us, either by regularly abusing our approach to refunds, or by having an unusually high rate of returns. These situations may ultimately end with the decision that we can no longer serve those customers.

• How long do I have to make a return?

  You have 45 days from the original ship date to make returns on eligible items. You can return items by mail, or at any Nordstrom Rack store. Visit our Shipping & Returns page for more details.
• What is Returns to Nordstrom Rack?

  Returns to Nordstrom Rack gives customers a fast and easy way to return eligible HauteLook items to any Nordstrom Rack store in the U.S. If you are registered on HauteLook, please check your order confirmation email or Orders page to see if your item qualifies for a return. If you purchased using guest checkout, check your order confirmation email to see if your item qualifies for a return. If eligible, simply bring your invoice and returnable item(s) to your nearest Nordstrom Rack store to receive credit back to your original form of payment. For more information, please see our Shipping & Returns page.
• How do I return items purchased at HauteLook?

  1. If you have an account with HauteLook, check your invoice, email confirmation or Orders page to see if your item qualifies for a return. If you made your purchase using guest checkout, check your order confirmation email to see if your item qualifies for a return. Nordstrom Rack stores in Canada are unable to accept returns for items purchased online at nordstromrack.com or hautelook.com.
  2. Once you have confirmed that your order qualifies for a return, choose your preferred return method:

  • Return to a Nordstrom Rack Store: Simply take your invoice and item(s) with you. To find your nearest location, visit the Store Locator.
  • Return by Mail: If you have an account with HauteLook and wish to make a return by mail, visit the Returns page to log into your account to get started. We’ll provide you with a label and further instructions.
  • Return by Mail for Guests: If you used guest checkout and wish to make a return by mail, please visit this page and follow the instructions provided. If your guest order was shipped outside of the US, you must call Customer Service at 1.888.547.8438 to initiate your return. Please note, you will need your order ID and billing zip code to complete your return.
• Can I return a gift purchased online from nordstromrack.com or HauteLook?

  Yes. Gift recipients may return eligible gift items to a Nordstrom Rack store. In-store gift refunds will be issued as a Nordstrom Gift Card, redeemable online and in-store at Nordstrom and Nordstrom Rack, and on HauteLook.com.
• Can I make exchanges?

  Sorry, we do not provide an exchange option at this time.
• How does my return get processed?

  Returns to Nordstrom Rack stores are processed, and you’ll receive credit back to your original form of payment. Returns by mail using our return label take 7-10 business days to receive and 1-5 additional days to process through our Returns Center. Returns without our return label can take longer to process.
• Do I have to pay for return shipping?

  You’ll be charged for return shipping only if you return by mail. The return shipping fee for mail-in returns is $5.95 for the US and $10.95 for Canada. We’ll automatically deduct the fee from your refund. Returns to Nordstrom Rack stores are always free. Please note: Refunds to Gift Cards are also subject to return shipping fees.
• Does HauteLook have late-return fees?

  Returns on items received after these time periods are accepted at our discretion. Late returns that are accepted will be subject to a partial refund of 50% of their original sale prices. This will appear on your orders page as Late-Return Fee.
• If I used a Nordstrom Note to make my purchase, how will I be refunded?

  You will be mailed a Gift Card for the Note balance.
• How long will it take to receive my Gift Card refund?

  It only takes 1-3 business days to receive your Gift Card refund, once your return or cancellation has been completed.
• If I paid with a card and a Gift Card, how will I receive my refund?

  If all items are returned or canceled, you will receive the refund in the exact form the items were purchased. If the order is partially returned or canceled your funds will first go to the card used.
• If I return to a Nordstrom Rack store will I be sent a Gift Card?

  No. Gift Cards will be issued by the Nordstrom Rack store immediately after the return is completed.
• How do I cancel if Member Care/Customer Care is closed?

  If you are registered on HauteLook and wish to cancel an order during non-business hours, please visit Shipping & Returns. Note: Cancellations can only be made within 2 hours after the order is placed. Unfortunately, we are currently unable to cancel orders placed using guest checkout during non-business hours. We apologize for any inconvenience.

For additional shipping and return information, please visit Returns.

ACCOUNT

• How do I reset my password?

  To change your password, simply click "Account" in the top menu bar. Under the "Profile" tab, you’ll see the "Password" section. Enter your new password, confirm, and click “Update My Password”.
• I forgot my password. What do I do?

  Don’t worry, we’ve got you covered! Simply click “Sign In” at the top of the page, then select “Forgot Password?” when prompted. We’ll email you a link to reset your password.
• How do I update my email preferences?

  Visit the Email Preference Center or click “Manage My Communication Preferences” at the bottom of our emails.
• How do I add or update my shipping address, billing address, or payment method?

  Click here to add or update your shipping address, billing address or payment methods. You can also add a new billing address or payment type during checkout.
• Do I need to create another account to shop nordstromrack.com?

  No. If you already have a HauteLook account, there’s no need to create another for nordstromrack.com. We’ve already linked your account to both stores, so you can shop with a single cart and checkout. If you prefer not to create an account at all, you can also use guest checkout to make purchases from both nordstromrack.com and HauteLook.

REWARDS

For more information about The Nordy Club rewards program, click here.