Summer Guide
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Top questions

?Important information for Guernsey and Jersey customers, please check your account and ensure that you have the Country field saved as “UK” to avoid problems when you next come to order from us.

What do you need to do?

  • Login to your New Look account here

  • Go to ‘My Addresses & Cards’

  • In ‘My Preferred Address’ click on ‘Edit’

  • Check the Country * field and ensure it says ‘United Kingdom’

  • If it doesn’t, change it to ‘United Kingdom’

  • Move Guernsey/Jersey to the County field

  • Check that your postcode is correct

  • Repeat this for all saved Guernsey/Jersey addresses

This will only take a few minutes.

?My order has not arrived yet. Where is it?

Orders can be tracked using the “Track my Order” option if you are logged in. If your order is showing as “Processing” this means that it is being picked and packed at our warehouse, once it leaves the warehouse it will show as “Dispatched”.

If you’ve ordered Standard delivery, you can use the “Hermes Parcel Manager Mobile App” to follow its progress once dispatched. If your order is still within this promise we recommend you wait until after the expected timeframe before contacting us.

New Look details

By Phone

Within the UK:
0344 499 6690

00 800 0926 0926


Our UK and International Customer Service team are here to help Monday to Saturday: 8am to 8pm and Sunday: 10am to 6pm GMT and longer during peak periods.
Calls are charged at a basic rate. Please refer to your service provider for all charges.

By Post

New Look Customer services
PO Box 782

Store Card:
0844 856 5981

Our Store Card customer service team are here to help
Monday to Friday: 8:30am - 9pm
Saturday: 8:30am - 8:30pm
Sunday: 10am - 1pm GMT

Ask us your question

For immediate answers, click on the “chat help” option below.

These services are available 8am-8pm Mon-Sat, 10am-6pm Sun (UK times) and longer during peak periods. On Twitter and Facebook, we can only answer to their account holders
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We aim to respond to all emails within 24hrs

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