Frequently Asked Questions

General Info
  • What is HauteLook?
    A member of the Nordstrom family, HauteLook is a premier online destination offering limited-time flash sale events at insider prices up to 75% off. Each day at 8 AM Pacific, shop new sale events featuring the best names in women's and men's fashion, beauty, and home décor 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 members access to a wide selection of high quality merchandise at great prices – sometimes deeply discounted from their original offering.
  • How do I shop HauteLook and Nordstrom Rack?
    We've created a dual-tab shopping experience to give you the best of HauteLook and Nordstrom Rack all in one package. Simply register on either site to shop both stores with one shared account, cart and checkout. If you already have a HauteLook account, no need to create another one for Nordstrom Rack. We've already linked your account to Nordstrom Rack, so you can start shopping right away. You can also take us on the go with our mobile apps. Simply click here to download our iPhone and iPad app 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 on the latest women’s, men’s and kids’ styles. HauteLook flash sale events give you limited-time access to the best names in women's and men's fashion, beauty, and home décor at up to 75% off. Inventory is also limited and savings can be steep, so shop early and often!
  • What mobile apps are available?
    You can download the HauteLook mobile app for iPhone, iPad and Android. Simply click here to download our iPhone and iPad app or click here to download our Android app to your mobile device.
  • Does HauteLook offer alterations and tailoring services?
    Alterations and tailoring services are provided at Nordstrom Rack stores for both Nordstrom Rack and HauteLook items. Simply bring your item(s) and receipt or packing slip to your nearest store and an expert will gladly help you get the right fit. Standard alteration charges apply. For pricing information, please click here. If you have additional questions, 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.
About Our Sale Events
  • How do HauteLook daily sale events work?
    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 them 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 using the same shared account. We’ve made it easier than ever to shop our exciting events and an ongoing catalog of brands you love with just one checkout.

  • How do I learn about HauteLook sale events?
    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.
  • 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 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.
  • How long can I have an item in my shopping cart?
    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." Items from nordstromrack.com will be reserved in your cart for up to 2 hours.
Gift Cards
  • How do I purchase a HauteLook eGift Card?
    Sorry, we are no longer offering HauteLook eGift Cards. You can, however, purchase Nordstrom Gift Cards at Nordstrom.com. Nordstrom Gift Cards are redeemable at HauteLook and nordstromrack.com, as well as at Nordstrom.com and Nordstrom and Nordstrom Rack stores.
  • 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 on your HauteLook eGift Card, the remaining amount will be available using the same claim code for future purchases. If your order total is more than the amount on your HauteLook eGift Card, you will need to pay for the remaining balance with 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 3-5 business days to receive your Gift Card refund, once your return or cancellation has been completed.
  • If I paid with a card and 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.
Orders
  • How do I check my order status?
    Simply visit your Account page to see when your order was placed, the date your order is shipped from our warehouse as well as other key steps in the process.
  • Can I cancel or modify my order?
    You can cancel an order or update your shipping address within 2 hours from the time it was placed. Visit your Returns page and select "Changed my mind" on the order you wish to cancel. Chat Now and one of our representatives will be happy to assist you.

    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, Australia, and the United States, PayPal, Nordstrom Visa®, Nordstrom Card, Nordstrom Debit, Nordstrom Gift Cards, Nordstrom Notes and account credits.
  • When will I be charged for my order?
    We will generally charge your payment account at the time you place your order, before your item ships. If you cancel your order in accordance with our cancellation policy and you have been charged, then we will promptly process your refund.
  • 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, NC, NJ, NV, NY, OH, OK, PA, PR, RI, SC, TN, TX, UT, VA, WA or WI 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.

  • Can I call to place my order?
    Yes, call Customer Care at 1-888-966-6283 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 Gift Cards or 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 3-5 business days to receive your Gift Card refund, once your return or cancellation has been completed.
  • How do I cancel if Member Care/Customer Care is closed?
    To cancel during non business hours please visit Shipping & Returns. Note: Cancellations can only be made within 2 hours after the order is placed.
See all Orders questions
Shipping & Returns*
  • How do I qualify for free shipping?
    Free shipping is applied to orders over $100 before tax. Please note that Canadian and Australian orders and all items over 5lbs are excluded.
  • Do Nordstrom Rack items count towards the free shipping over $100 offer?
    Yes. Nordstrom Rack items are included in this offer.
  • What are the domestic shipping rates?
    Free shipping is applied to domestic orders over $100. Items over 5lbs excluded. For Jewelry & Beauty orders under $100, the shipping rate is $5.95.For orders under $100 in all other categories, the shipping cost is $7.95. Orders that include Jewelry & Beauty items and items in other categories including Watches & Accessories will be subject to the $7.95 shipping rate. Incremental charges may apply for additional weight and size.
  • What are the international shipping rates?
    Shipping rates start at $10.95 for Canada and $22.95 for Australia. 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 the item’s original location and delivery process:

    • Ready to Ship Within 1-3 days
      Items within this shipping timeline will ship directly from HauteLook in 7-10 days.
    • Ready to Ship Within 1-2 weeks
      Items from some flash sale events are shipped from the brand to HauteLook after the event ends. Once it arrives, we’ll package it and ship it off to you.
    • Ready to Ship Within 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.

    For nordstromrack.com, all merchandise including items from limited-time sale events powered by HauteLook, ship in 1-3 days.

  • Where can my items be shipped?
    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.
  • Can I request overnight shipping?
    Expedited shipping options are not yet available. In most cases, our brands and suppliers ship only after an event has closed, which can take 3-5 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.

    Nordstrom Rack items are ready to ship in 1-3 days.

  • What is the international surcharge?
    For Canadian and Australian orders, a 20% international surcharge may 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.
  • How long do I have to make a return?
    You now have 45 days from the date of shipment to make returns on eligible items. We accept returns by mail or at Nordstrom Rack stores.
  • What is Returns to Nordstrom Rack?
    Returns to Nordstrom Rack gives our members a fast and easy way to return eligible HauteLook items to any Nordstrom Rack store in the U.S. 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. For more information, please see our Shipping & Returns page.
  • Can I return a gift purchased online from Nordstrom Rack 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, Nordstrom Rack and HauteLook.
  • Can I make exchanges?
    Sorry, we do not provide an exchange option at this time.
  • How long does it take to process a return?
    Returns to Nordstrom Rack stores are processed on the spot, and you’ll receive credit back to your original method 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?
    Only if you return by mail and request a refund to your original form of payment. The return shipping fee is $5.95 for the US, $10.95 for Canada and $25.95 for Australia. We'll automatically deduct the fee from your refund. Returns to Nordstrom Rack stores are always free. Refunds to Gift Cards are also subject to return shipping fees.
  • Does HauteLook have late-return fees?
    Returns received after the 45-day return period are accepted at our discretion. If a late return is accepted, partial refunds are applied to both mail-in and in-store returns received after 45 days from the original ship date. Accepted late returns 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 3-5 business days to receive your Gift Card refund, once your return or cancellation has been completed.
  • If I paid with a card and 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 being returned.
  • How do I cancel if Member Care/Customer Care is closed?
    To cancel during non business hours please visit Shipping & Returns. Note: Cancellations can only be made within 2 hours after the order is placed.
See all Shipping & Returns* questions
*For additional shipping and return information, please visit Shipping & Returns.
Rewards
  • What is the Nordstrom Rewards Program?
    Nordstrom Rewards customers earn points on every net purchase made in stores and online at Nordstrom, Nordstrom Rack and HauteLook. Signing up is simple and every 2,000 points gets you a $20 Nordstrom Note that can be put toward any purchase made at Nordstrom, Nordstrom Rack or HauteLook.
  • How do I join?
    Rewards customers have two options:

    Become a Nordstrom Rewards member and pay with cash, check or non-Nordstrom credit or debit cards and earn 1 point per dollar spent.

    OR

    Apply for a Nordstrom credit or debit card and earn points twice as fast (2 points per dollar spent), plus enjoy exclusive perks like shopping Anniversary Early Access, a Personal Triple Points Day, an alterations benefit and more.

  • Where can I earn rewards points?
    You can earn points on anything you buy at:
    • Nordstrom and Nordstrom Rack stores
    • Nordstrom.com
    • NordstromRack.com
    • HauteLook

    In addition, Nordstrom Visa® credit card holders earn 1 point per dollar on purchases made outside of Nordstrom (e.g. gas, groceries, restaurants, etc.), anywhere Visa® credits cards are accepted.

  • How do I earn rewards points?
    • In Store: Give your Rewards mobile number to your salesperson or use a Nordstrom credit or debit card.
    • Online: Enter your Rewards mobile number at checkout or simply use a Nordstrom credit or debit card.
  • Can I earn bonus points at Nordstromrack.com and HauteLook?
    Yes! Nordstrom cardholders earn double or triple points for purchases made at nordstromrack.com and HauteLook during bonus points events.
  • Where can I spend my Nordstrom Note(s)?
    You can spend your Notes on anything you buy at:
    • Nordstrom and Nordstrom Rack stores
    • Nordstrom.com
    • NordstromRack.com
    • HauteLook
  • How do I use my available Nordstrom Note(s)?
    • In Store: Your salesperson can scan your Note. If you don’t have it on your, your salesperson can also look it up!
    • Online: Enter your Note number at checkout!
  • I’m a Nordstrom cardholder, how do I schedule a Personal Triple Points Day?
    • In Store: Tell your salesperson.
    • On Nordstrom.com: Check the “Yes! Make this my Personal Triple Points Day” box at checkout. (Make sure you’ve saved your Nordstrom card to the Payment Methods section of your Nordstrom.com account first.)
    • On NordstromRack.com and HauteLook: Please call 1-800-445-4500 to schedule your day. At this time, you cannot schedule a Personal Triple Points Day at checkout on nordstromrack.com or HauteLook.
  • Will I earn triple points for my Nordstromrack.com and HauteLook purchases on my Personal Triple Points Day?
    Not yet. On your Personal Triple Points Day, you can only earn triple points for Nordstrom, Nordstrom Rack and Nordstrom.com purchases.
Contact Us
Live Chat
6AM-10PM Pacific, 7 days a week
Chat Now
Phone Numbers
Customer Care
6AM-10PM Pacific, 7 days a week
1-888-547-8438