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Ordering, payment, cancellation

  • Online ordering & payment - it's simple, quick and easy!

    • Placing your order

      • Are all New Look products available to buy online?

        Yes, you'll find virtually all our in-store garments and products right here in our cyber-store. We also give you a wider choice with fashion-tastic online exclusives and brands that you won't find in our shops.

      • How do I place an order at

        It's easy. Browse the product categories on the home page or use the search box on the top right of your screen if you know what you're looking for. Simply choose the product you want and view our Size Guide if you want to check the fit. Head for the checkout then enter your details and follow the instructions for delivery and payment.

        • How do I set up a New Look online account?

          Simply click Register at the top right of the home page (or follow the instructions while you're at the checkout), fill in your details and choose a password to keep your account private. Click Register Now and that's it! You can start shopping straight away - plus you can save your personal and payment details for use next time and track your order. We'll also email you a confirmation for your new account. To log out of your account, just click Sign out. Next time you visit, click Sign In then enter your email address and password.

        • How do I change details on my account?

          You can log into your account anytime. Once you are logged in you can change your:

          • Password

          • Email Address

          • Delivery Address

          • Payment Card Details

          It’s worth checking every once in a while just to make sure we have the right details for you.

          • The item I want is out of stock. Will you be getting more stock?

            We don't currently have the facility to let you know if or when an item is due back in stock. With over 600 new items online each week we don’t tend to restock a lot of items again. We are always looking at improving your shopping experience so if this changes, we’ll let you know.

            Our Back in Stock section is where to find those dream items that you might have missed out on first time round. You could also look for something similar by using the search tool - type in a description and use the ‘Refine By’ section to narrow down your search.

          • The item I want is out of stock or unavailable in my size. How can I find out if a product is available in store?

            You can call your local store to check whether they stock the item. Click here to find your nearest store. If possible provide the store with the product code and a description of the item.

            Due to the number of stores and products on offer, we are unable to give information about individual products in our Help pages. Our stock levels update daily, so please check our website for the latest availability. Please note some products have limited availability and are only around while stocks last.

            • Can I change or cancel an order once I've placed it?

              As well as our refunds policy, you also have a legal right to cancel your online contract with us if you are a customer in the European Union. Although it's legally called a "cancellation" right, you will still receive your order and need to return it.

              You can cancel up to 14 calendar days from the day after you receive your order. This excludes items that have been sealed for hygiene reasons if the seal has been broken or removed e.g. make up, underwear, swimwear, jewellery for piercings. To cancel your order, please go to the "Ask us your question" box below and choose Returns & Refunds as the email subject. Complete all the details. In the "ask question" box, please enter “Cancelling Order” at the top (where it says “type your question in here”). Then give details of why you would like to cancel your order with New Look.

              Please return your products to us as explained in the information enclosed with your parcel. All UK returns are free but you will have to pay the cost of returning your order from other EU countries.

            • I have already placed my order but the wrong delivery address has gone through - can I change it?

              Once your order has been placed, we are unable to change the delivery address. We will attempt to deliver to the address you provided. If no-one is there to accept it a refund will be issued when the item comes back to us.

              • I am trying to add an item to my basket however your system keeps removing it - why is this?

                The item may be low in stock. Try pressing your Ctrl and F5 keys at the same time; the page should immediately refresh to show the correct stock levels. If the system still won't let you add the item after you've done this, then it's out of stock. In that case, use our online Store Locator to find your nearest New Look outlet by tapping in your postcode and hitting the GO button. Then just call up and check to see if they have what you're looking for. If you're happy to wait a while, we do update the website regularly - so it's worth checking back to see if what you're looking for is back in stock online.

            • Tracking and Receiving your order

              • My order isn't showing on the 'My Orders' section in my online account - where is it?

                Don't worry - your order won't show up on our online system until 12 hours after you've received your dispatch confirmation email. Check back soon!

                • My credit/debit card/voucher/store card transaction is showing but I haven't received my order confirmation - what has happened?

                  When you enter your card details to pay for your order, your Bank will automatically deduct the money from your account, although it is not actually taken until we despatch your order. At this point you will also receive an email confirming your order. If for any reason we do not despatch your order, we will not charge you and the money is automatically put back onto your available balance by your Bank. This usually takes around 3 to 5 working days, but the exact timeframe does depend on your card issuer and Bank.

                • My order says 'complete' - what does that mean?

                  Your order has been dispatched from our warehouse and is now on its way to you. Please allow 12 hours from when you received your confirmation email before tracking your order online.

                  • I have tracked my order and it says 'delivered' but I haven't received it yet. What can I do?

                    We're sorry to hear that, if you have any questions please contact us Close

                  • I have received my order however there are items missing - what can I do?

                    If you have any questions please contact us Close

                  • I have received my order but I'd like to return it - how do I do that?

                    Please refer to our Returns section you'll find everything you need to know.

                • Paying for your order

                  • Which payment methods do you accept?

                    We accept all major credit and debit cards for payment - Switch/Maestro,Visa, Visa Electron, MasterCard and American Express - as well as PayPal, the New Look Store card and New Look Gift cards.

                  • How do I know my payment is secure?

                    We work with Visa and MasterCard to make shopping online with a credit/debit card even safer and to help protect your card against unauthorised use - just like Chip and PIN does.

                    If your bank or card issuer is already part of this scheme, chances are you will have already seen the Verified by Visa or MasterCard SecureCode page when shopping online. It helps stop unauthorised purchases and means:

                    • You can shop online with added security and peace of mind.

                    • Your password will be linked to your card, not your computer.

                    How it works

                    When you reach the checkout at (or any other participating store), you can register for Verified by Visa or MasterCard SecureCode. Just sign up using the on-screen prompts, create a password, and continue shopping.

                    You only have to sign up once and can then use your password for any future online purchases. Alternatively, you can contact your bank directly for more information. Please note that if you choose not to register during your order today, we may need to ask you for an alternative payment method to complete your purchase.

                  • Why has my card payment been refused?

                    For details on why you card may have been refused please contact your bank/ card issuer.

                  • When will you take payment for my order?

                    We'll only ever take payment from you after we've dispatched your order and it's on its way to you

                  • How do I know you've received my order?

                    We’ll send you an email confirmation as soon as we have received your order. Once your order is dispatched you will receive another email so you’ll know when to expect it dependent on the delivery option you have chosen.

                  • What currencies can I use?

                    You can pay using any of the currencies below, If you choose a currency from the list in the top left corner of the page, all our prices will be displayed in that currency.

                    • UK Pound Sterling (GBP)

                    • Euro (EUR)

                  • Using cards and discounts

                    • How do I pay using Gift Cards or my Store Card?

                      You can use your Store Card at the checkout in exactly the same way as you would another payment card. For Gift Cards, just follow the redemption instructions at checkout. Any outstanding balance can be paid using a credit/debit card or New Look Store Card.

                      To apply for a New Look Store Card click here.

                      For help on how to redeem your Gift Card here.

                      To buy a Gift Card click here.

                    • How do I use a promotion code?

                      It’s super easy - your discount/ promo code has to be entered in the box which states ‘Enter Promo code’ within the ‘Shopping Bag’ section.

                      Once you have entered the code, click on ‘Update’.

                      You must enter the discount/promo code at this stage as it can’t be applied later.

                      There are some rules around discount/promos:

                      • Only one discount/promo code can be used per order

                      • Discount/promo codes cannot be used for gift vouchers

                      • As our discount/promo codes vary so do the terms and conditions of each, so make sure you check when you receive any discount/promo code


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