Click & Collect

• How does Click & Collect work?

  • What is Click & Collect?

    Click & Collect lets you buy online and have your items delivered to a UK store of your choice for free on orders over £20.

  • Is Click & Collect available on New Look’s mobile site?

    Not at the moment but it may be available in the future so keep checking back for more information.

  • Which products can be ordered using Click & Collect?

    Click & Collect is available on every single product in every one of our ranges within the UK.

  • How much does Click & Collect cost?

    Click & Collect is free on orders over £20

     

  • Ordering via Click & Collect

  • When will you charge me for my Click & Collect order?

    We’ll take payment for the order at the point it is dispatched to you.

  • How long will it take for my order to arrive in store?

    We estimate that items will arrive in store within 3 to 5 days of the order being placed online. We’ll email you to let you know when your order is ready for collection.

  • How do I know when my order is in store?

    We’ll send you an email to let you know when your items are available for collection.

  • Why isn’t my local New Look store offering Click & Collect?

    We may have to stop the Click & Collect service at certain stores if we need to close them for refurbishment or if they run out of capacity.

     

  • Collecting your Click & Collect order

  • How long will my order be kept in store for collection?

    We’ll keep your order in store for 10 days from the date we inform you by email that it’s ready for collection.

  • What happens if I can’t collect my order?

    We’ll keep your order in store for 10 days from the date we inform you by email that it’s ready for collection. If you can’t collect your order within this time we’ll initiate a refund. This may take 5 days to be processed.

  • Where should I collect my order from?

    Click & Collect orders should be picked-up from the main till in store.

  • What do I need to take with me when I collect my items?

    You’ll need to take your order number, you'll find this on your confirmation email, and one piece of ID from the following list: bank card, driving licence, prove it age card, cheque guarantee card or passport.

  • Can someone else collect items on my behalf?

    Yes, but they’ll have to take your order number, you'll find this on your confirmation email, and one piece of ID from the following list to identify themselves: bank card, driving licence, prove it age card, cheque guarantee card or passport.

     

  • Returning your Click & Collect order

  • How do I return items delivered by Click & Collect?

    If the items aren’t right for any reason you can simply return them on the spot and a refund will be initiated immediately. This applies to all items except branded items which must be returned to us within 28 days from the point of dispatch via Collect + network of local shops (FREE), or Royal Mail, please ensure that you return the dispatch note as proof of purchase and ask the Post Office for a receipt as we are unable to accept any claims for lost items without it. The address to return items to is: New Look Returns, Unit 1, Common Lane, Fradley Park, Lichfield, Staffordshire, WS14 4DU, United Kingdom, for a full refund.

  • What should I do if I have any questions about my Click & Collect order?

    Please contact our customer services team with your question on 0844 499 6690.