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Top questions

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

If you’ve ordered standard delivery, you can use the “Hermes Parcel Manager Mobile App” to follow its progress once dispatched. The current delivery promise is 5 working days, we ask that you wait until after this timeframe before getting in touch.

Orders can be also tracked using the “Track my Order” option on our website. If your order is showing as “Processing” this means that it is being picked and packed at our warehouse.

?What are this week’s frequently asked questions?

- Tracking
- Return & Refunds
- Check my Gift Card Balance
- Store Card
- Product Information

Please Note: Customer Services cannot currently locate stock. The best way to do this is to call your local store.

Posted: 10:27am 30.11.15

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 11pm and Sunday: 10am to 10pm GMT from November 2015 – January 2016. 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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