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Call Member Care

We're always here for our members. For questions or assistance, you can call Member Care from 6AM to 10PM Pacific, 7 days a week, to speak with a HauteLook representative.

Call Member Care: 1-888-547-8438

Chat Live with Member Care

You can also live chat with Member Care from 6AM Pacific through 10PM Pacific, 7 days a week.

Email Member Care

Email us day or night with any questions, issues or suggestions here.

General Info

  • Q: What is HauteLook?
  • A: A member of the Nordstrom family, HauteLook is an online destination offering both private, limited-time sale events and an ongoing catalog of the top fashion and lifestyle brands at prices up to 75% off. Every day at 8AM Pacific, members can shop new events featuring the best names in women’s and men’s fashion and accessories, beauty, kids’ apparel and toys, and home décor—all at amazing savings. Membership is free and everyone is welcome. Simply enter your basic information and email address on our registration page, click “See Today’s Deals”—and let the fun begin!
  • Q: How is HauteLook able to offer such great prices?
  • A: We partner with top fashion and lifestyle brands and suppliers to give our members access to a wide selection of high quality merchandise at deeply discounted prices.

About our Sale Events

  • Q: How do HauteLook daily sale events work?
  • A: Our team of experts partner 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 complete, we work with our partner or supplier to fulfill the order. Once we receive the items from a partner or supplier, we then review, pack, and ship the items to our members.

    We launch new events every day at 8AM Pacific. Events starting Monday – Thursday, including those launched in the afternoon and evenings, 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.

    In addition to our daily events, you can also shop Nordstrom Rack for HauteLook. With Nordstrom Rack for HauteLook, there’s no expiration date—sales are ongoing, so you can shop at your leisure.
  • Q: How do I learn about HauteLook sale events?
  • A: Every morning at 8AM Pacific, HauteLook members receive an email and/or mobile app alert listing the day’s new events. Simply click on the email or open your HauteLook mobile app to start shopping.
  • Q: What is Nordstrom Rack for HauteLook?
  • A: Nordstrom Rack for HauteLook is a catalog of brands and styles that you can shop at your convenience. Sales are ongoing and do not have an end date, but supply is limited – when it’s gone, it’s gone. Nordstrom Rack for HauteLook currently includes women’s and men’s apparel, accessories, and shoes, as well as kid’s apparel, accessories, shoes and gear. Nordstrom Rack for HauteLook merchandise is usually available to ship in 1-3 days.
  • Q: What does it mean when an item is on hold?
  • A: Each sale item has a set amount of inventory. An item is placed "On Hold" when the last available piece is put in another member's shopping cart but has not yet been purchased. Any item that has been in another member’s cart for over 15 minutes does become available again; so don’t lose hope if an item you love is on hold.
  • Q: How long can I have an item in my shopping cart?
  • A: You may keep 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."
  • Q: Which forms of payment does HauteLook accept?
  • A: HauteLook currently accepts payments through PayPal or credit card (Visa, MasterCard, American Express). US members can also pay with BillMeLater. You can also pay with HauteLook account credits earned through “Invite a Friend” or returns. To select or add payment options, simply go to “Account” and click on “Shipping & Payment”. Please note that HauteLook charges your account at the point of sale, before an item ships or is delivered.
  • Q: Does HauteLook charge sales tax?
  • A: 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 AL, AZ, CA, CO, CT, DC, FL, GA, HI, IA, ID, IL, IN, KS, KY, MA, MD, MI, MN, MO, NC, NJ, NV, NY, OH, OK, PA, RI, TN, TX, UT, VA or WA will have all applicable local and state sales taxes added to your total order, and to your shipping charges, where appropriate.

    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.

Gift Cards

Orders & Shipping*

  • Q: How do I track the progress of my order?
  • A: You will receive an email from HauteLook when your order is confirmed and another when it ships. To check the status of your order, visit the "Account" page and click on "Orders". You’ll see when your order was placed, when the shipment arrives at our warehouse, as well as other key steps in the process.
  • Q: How long will it take to get my order?
  • A: In the continental US, HauteLook generally ships 1-3 business days after an order is placed. To check the estimated delivery of your purchase(s), go to the “Orders” tab under “Account” and review your “Order Status”.

    One of the reasons we are able to offer such a wide selection of great brands at amazing prices is that in many cases, our brand partners and suppliers ship all purchases only after an event closes, which can take several business days. Please rest assured that we are working diligently to improve shipping times.
  • Q: Can I order by phone?
  • A: Due to the nature of our limited time sales and inventory, we are unable to accept phone orders at this time.
  • Q: Can I cancel or modify my order?
  • A: Our Member Care team is happy to help you cancel or modify your order within 2 hours of placing it. Please note not all items or events are available for cancellation.
  • Q: Can I exchange an item for a different color or size?
  • A: Currently, we are unable to process an exchange. One of the ways that we are able to provide our members with such a wide selection of merchandise at such great prices is by purchasing only what our members order once an event is complete. As such, we do not have additional inventory available for exchange.
  • Q: I purchased an item but then was told it would not be delivered. What happened?
  • A: We work closely with our brands and suppliers to predetermine the number of items available for an event; however, on rare occasions, fewer items are available once the sale is complete. In this case, the affected member will be notified by email and receive a full refund for the unavailable item(s), as well as an additional HauteLook account credit ($5 for beauty, $10 for all other categories). Please rest assured that we will continue to work closely with our suppliers to eliminate this problem.
  • Q: How do I change my shipping address or save a new shipping address?
  • A: To update your shipping address, go to “Account” and click on the “Shipment & Payment” tab. Select “New Address” to enter another shipping option. Here you can save multiple addresses, update an existing address, or remove an outdated address. You may also add a new shipping address during the checkout process. Changing your address will not impact orders that you’ve already placed.

    If you already placed an order and need to change the shipping address, please contact Member Care within 2 hours of placing your order.
  • Q: Can I select overnight shipping?
  • A: Expedited shipping options are not yet available. In most cases, our brands and suppliers ship only after an event has closed, which can take 1-3 business days. Once received, we review, pack, and deliver these items to our members. Please rest assured that we are working diligently to improve shipping times.

    Merchandise in the Nordstrom Rack for HauteLook section is usually available to ship in 1-3 days.
  • Q: Where can my items be shipped?
  • A: We currently ship to the U.S. and Canada. Select events also ship to Australia. Please note that we are unable to ship to PO boxes or APO/FPO addresses.
  • Q: How long does it take to ship and process a return?
  • A: Returns are accepted within 45 days from the date your order is shipped on apparel, footwear and accessories (bags, sunglasses, leather goods, jewelry and watches), unless the item is marked Final Sale or Non-Returnable. You can return eligible purchases by mail or to any Nordstrom Rack store. The fastest method is by returning your item(s) to a Nordstrom Rack store as your return will be processed on the spot. Please note that any returnable item equal to or more than $500 may not be returned to Nordstrom Rack at this time. When mailing in a return, please use our HauteLook return label to expedite the return process. It takes 7-10 business days to receive a return and 1-5 additional days to process your return through our Returns Center. Returns without a HauteLook return label may take longer to process.
  • Q: What is Returns to Nordstrom Rack?
  • A: Returns to Nordstrom Rack gives our members a fast and easy way to return eligible HauteLook items to any Nordstrom Rack store in the US. Please check your confirmation email or order page to see if your item qualifies for 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. Please note that any returnable item equal to or more than $500 may not be returned to Nordstrom Rack at this time. For more information, please see our "Shipping & Returns" page.

Member Accounts

  • Q: How do I reset my password?
  • A: 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”.
  • Q: I forgot my password. What do I do?
  • A: Don’t worry, we’ve got you covered! Simply click “Sign In” at the top of this page and then select “Forgot Password?” when prompted. We'll email you a link to reset your password.
  • Q: How do I change my email preferences?
  • A: If you would like to change your email preferences, just go to "Account" and click on the "Profile" tab. Scroll down to "Email Preferences" and click on “Manage Settings”.
  • Q: How do I add or update my billing address or payment type?
  • A: You can update your billing address or payment information at any time. Simply go to “Account” and click on the “Shipping & Payment” tab. In this section you can add or update billing addresses and payment information. You can also add a new billing address or payment type during checkout.
*For additional shipping and return information, please visit Shipping & Returns.