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Top questions

?Why is my order still showing as processing and where are my confirmation emails?

If you’ve not received your confirmation and dispatch email, or you order is still showing as processing, don’t worry this is due to a to a technical problem that will be fixed shortly.

Deliveries are not affected and all deliveries are expected to arrive on time.

?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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