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Returns

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  • Policy

  • Our Christmas Returns Policy Explained

    Christmas purchases made between 31st October and 24th December 2014 may be returned until 21st January 2015, with a receipt. On Boxing day in order to serve customers as quickly as possible we will not be able to process any refunds.

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    • Our returns policy explained

      We hope you will be delighted with everything you have bought from us, but if you are unhappy with your products for any reason, you can return them to us in accordance with the below:

      3 options for returning items purchased on NewLook.com in order to receive a refund:

      1. FREE returns to UK stores within 28 days from the receipt of goods.

      2. BY POST from UK, Ireland & International addresses within 28 days from the receipt of goods. Please remember to get a proof of postage receipt.

      3.FREEPOST via UK Collect+ within 28 days from the receipt of goods

      SALE ITEMS- can be returned by post or in-store within 14 days from the receipt of the goods. Items returned by post can be refunded for the amount paid. Items returned to stores can be refunded/ exchanged for the amount paid.

      BRAND ITEMS- can be returned by post or in-store.

      PAY PAL PURCHASES- items returned by post or Collect+ will be refunded to your Pay Pal account. Items returned to store will be refunded to a New Look gift card.

      Guidelines

      • If you need to return your New Look products please do remember that you have a legal obligation to take reasonable care of the products while you have them.

      • You can open the packaging to look at and try on the products as you would in our store. Keep and include the original packaging with your return.

      • Return all parcels with the completed despatch note & please ensure returns are properly packaged and therefore can not be damaged in transit.

      • When trying on shoes, please do so only inside to avoid getting any marks on them.

      • For hygiene reasons we cannot offer refunds on pierced jewellery or swimwear/ hair extensions if the hygiene seal has been removed unless they are of unsatisfactory quality or unfit for purpose. Underwear is returnable as long as unworn & all barcode tags are on.

      • Branded Beauty & Fragrance - we cannot refund or exchange any fragrance which has been used or is not returned in the exact same condition in which it was dispatched.

      • Pure Colour beauty products - we cannot refund or exchange any cosmetic products if opened or tampered with in any way.
      • For combination purchases/ multibuys you must return any 'free' items back to us to process a refund.

      This returns policy does not affect your statutory rights in respect of defective products.

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    • Returning items to store

      FREE returns to UK stores within 28 days from the receipt of goods on full price items. Find your nearest store here

      Please ensure you bring the dispatch note with you as proof of purchase. We will refund the full price you paid for the products, in pounds sterling, using the same method you used to pay for them.

      SALE ITEMS can be refunded/ exchanged for the amount paid within 14 days from the receipt of purchase. Sale items returned after this time are eligible for an exchange or credit only.

      BRAND ITEMS can be returned by post or in-store.

      PAY PAL PURCHASES will be refunded to a New Look gift card. Please ensure you also return the dispatch note you received with your order as proof of purchase.

      Pure Colour beauty products - we cannot refund or exchange any cosmetic products if opened or tampered with in any way.

      We do not offer refunds/ exchanges in store on Boxing Day

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    • Returning items by Post

      Purchases delivered to UK & Ireland addresses can be returned by post within 28 days from receipt of goods (Sale items within 14 days). Please remember to get a proof of postage receipt.

      Our Postal Address;
      New Look Returns
      Ore Close
      Lymedale Business Park
      Newcastle Under Lyme
      Staffs
      ST5 9QD
      United Kingdom

      BRAND ITEMS can be returned by post or in-store.

      PAY PAL PURCHASES will be refunded to your Pay Pal account. Please make sure you also return the dispatch note you received with your order as proof of purchase.

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    • Returning items via Collect+

      FREEPOST via UK Collect+ within 28 days (Sale items within 14 days).

      Collect+ has drop points in over 5,200 local convenience stores that are open long hours, 7 days a week so you can return items at a time and place that suits you. To find your local store go to www.collectplus.co.uk/newlook

      You'll receive proof of postage, insurance and an online tracking code so that you can follow your parcel's progress back to us.

      BRAND ITEMS can be returned by post or in-store

      PAY PAL PURCHASES will be refunded to your Pay Pal account. Please ensure you also return the dispatch note you received with your order as proof of purchase.

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    • Your right to cancel

      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.

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    • The returns process

      • Have you received my returned goods?

        You'll receive an email to notify you as soon as we have received, checked and processed your refund.

        In the unlikely event that you haven't received an email within 10 days of returning your items via a tracked service such as Collect+ or 15 days via an untracked service please Contact Us

        Make sure you let us know your original order number, which items you have returned and any delivery reference numbers from a collection service or courier when you contact us.

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      • How long will my refund take to be processed?

        We will notify you when we've received your return and we aim to process refunds within 5 working days. The length of time it takes for the funds to appear in your account will depend on your payment provider.

        If you have any questions please Contact Us

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      • Why doesn't my refund include the delivery charge?

        We will usually refund you what you paid for the goods but not the delivery charge except in cases where the entire order was cancelled within 7 days under the UK Distance Selling Regulations or the entire order was faulty.

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      • Can I cancel my order after it's been placed?

        Cancellation Rights

        You have the right to cancel your order under the Distance Selling Regulations. If you wish to cancel you must tell us in writing or via the Contact Us page within 14 calendar days from the day after the date on which the products are delivered. You should keep evidence of having given your cancellation notice, such as a certificate of posting. You must return the products to us in accordance with these Terms of Sale.

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      • My purchase has become faulty. What do I do?

        We're sorry that one of our products has become faulty or you are unhappy with the quality and we'd like to help you resolve the problem as quickly as possible.

        Please return the item either to a UK store, by post or using our Collect+ service. We will look into your query as soon as possible.

        If returning by post please note your reason on the returns form.

        This returns policy does not affect your statutory rights.

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      • Can I return items bought with a gift card?

        Your right to return an item is exactly the same regardless of whether you bought it with a gift card, a payment card, or a combination of the two.

        If you paid for your whole order with a Gift Card, your order will be refunded on to the original payment Gift Card. Please do keep hold of your Gift Card until you are sure that you are happy with your order.

        If you paid with a combination of payment card and Gift Card, we'll refund anything you paid for with your Gift Card first, and then refund any outstanding credit you are owed on to your original payment card.

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