Policy

• 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.

  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.

  EXCHANGES- we do not currently exchange items sent back to our fulfillment centre. Items delivered to UK addresses may be taken into UK stores for an exchange.

  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.

  • 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.

  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).

  Our Postal Address;
  New Look Returns
  Ore Close
  Lymedale Business Park
  Newcastle Under Lyme
  Staffs
  ST5 9DQ
  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 4,500 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

  Collect+ services are delivered securely by PayPoint and the Home Delivery Network. 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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• 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 7 working 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.

    Close

Policy

• Our returns policy explained

  We hope you are happy with your purchase. However, if it's not right find our returns policy below.

  Return your purchase to any store in the country in which you purchased it, within 28 days, in perfect condition. Full price and promotional items returned with a receipt will be exchanged/ refunded at the price purchased. If you don't have your receipt we will exchange/ refund in credit at the current selling price. Unless faulty or misdescribed, sale goods are exchange only. Sale items returned with a receipt will be exchanged at the price purchased. If you don't have your receipt we will exchange at the current selling price. 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. This is in addition to your statutory rights.

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

  Close

• • The returns process

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

      We're sorry that 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 to a UK store where a member of staff will be happy to help.

      This returns policy does not affect your statutory rights.

      Close

    • 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, we'll give you another card for the total amount.

      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.

      Close

Policy

• 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:

  BY POST- purchases delivered to International addresses can only be returned by post within 28 days.

  SALE ITEMS- can be returned by post within 28 days from the receipt of the goods.

  BRAND ITEMS- must be returned by post only.

  EXCHANGES- we do not currently exchange items sent back to our fulfillment centre.

  PAY PAL PURCHASES- items returned by post will be refunded to your Pay Pal account.

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

  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.

  • 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.

  Close

Returning items by Post

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.

  Close

• 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

  Close

• 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.

  Close

• 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 7 working 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.

  Close

• 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 post your item back to us at the below address and we will look into your query as soon as possible

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

  Please note your reason on the returns form

  This returns policy does not affect your statutory rights.

  Close

• 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.

  Close