If you’ve had error message 101 or 102 there are a few things you can try to resolve this right away:
• Remove any saved payment cards and then re-add them:
Log into your account here
Go to your “My account” section
Select “Update your cards and addresses”
Select “My cards” and then delete your saved cards (please note: you can only change your billing address by deleting your card and adding it again)
Select “Add a new card”
Re-enter all the fields for billing address so that they match the billing address on your payment card
Please note: This can only be done via the “My Account” section and not from “My Bag”
• Delete your browsing history, emptying your cache and deleting your cookies. You can find instructions on how to do this here
• If these options don’t work, please follow the instructions provided on the error message or get in touch here
Placing my order
Placing an order at newlook.com is easy, all you have to do is browse, add and checkout.
Browse newlook.com by using the search bar, main menu, homepage or suggested product pages. We like to use plenty of pictures and videos to give you the best idea of how each product looks and we also provide some styling guidance and technical information alongside all our products.
Add the item to your bag by selecting a size, choose how many you want and then click the “add to bag” button. The item will be added to your bag and you can continue to shop.
Checkout by clicking on the bag icon in the top right of your screen and selecting the “bag and checkout option”. Here you can review your choices, add a promotional code and select your delivery country. Once you are ready to buy, simply click the “secure checkout” button and follow the prompts.
Is everything available on newlook.com?
Almost all of our products are made available at newlook.com as well as some great online exclusives that you won’t find in store. Please keep in mind that some items may sell out online before they do in store and we don’t have the ability to check exact stock levels.
When will an item come back in stock?
We don't currently have the facility to let you know when an item is due back in stock but, with over 600 new items online each week, we don’t tend to restock a lot of items again.
When shopping on newlook.com we suggest that you register for an account. If you are signed in to an account when you shop you can add things to a wish list, save payment details for easy checkout and access tracking information.
Registering is easy, 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! We'll email you a confirmation for your new account. To log out of your account, just click “Sign out”
You can log into your account anytime. Once you are logged in you can change your password, email address, delivery address and payment card details
It’s also worth checking your account information every once in a while just to make sure we have the right details for you.
Altering or Cancelling my Order
Changing your delivery address
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.
Cancelling your order
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, and 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.
Currencies, Payment methods and Gift Cards
What currencies can I use?
You can pay using UK Pound Sterling (GBP) or Euro (EUR). To swap between these, simply select the relevant currency from the list in the top left corner of the page to display prices in that currency.
Which Payment Methods do you accept?
We accept all major credit and debit cards for payment including: 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.
How it works
When you reach the checkout at newlook.com (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.
How do I pay using Gift Cards?
For help on how to redeem your gift card, check out our gift card guide here.
To buy a Gift Card or Check your remaining balance, click here.
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