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Returns

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  • Policy

    • Our returns policy explained

      We hope you will be delighted with everything you have bought from us online, but if you change your mind for any reason, we are happy to refund or exchange any unsuitable items in perfect condition within 28 days of purchase with a valid dispatch note. Please note: There are a few exceptions outlined below.

      You can return items to us with one of the following options:

      1. Free returns or exchanges in UK STORES.

      2. By POST from UK & International addresses. Please remember to get a proof of postage receipt.

      3. Free returns in the UK via COLLECT+

      All refunds will be issued to the original method of payment and in the original tender currency.

      Refund exceptions:

      1. For hygiene reasons we cannot accept change of mind returns on cosmetics, underwear, swimwear, piercings, hair products, fragrances and food.

      2. Exchanges can only be made in store.

      3. Sale items purchased online can be fully refunded by post or in-store within 14 days of receiving the goods. Sale items purchased online and returned to store after 14 days, but before 28 days, are eligible for an exchange or store credit only. Items returned will be refunded for the amount paid.

      4. PayPal purchases returned in store will be refunded in the form of a New Look Gift Card.

      Please note:

      The above returns policy refers to change of mind only and does not affect your statutory rights.

      Close
    • Returning items to store

      We hope you will be delighted with everything you have bought from us online, but if you change your mind for any reason, we are happy to refund or exchange any unsuitable items in perfect condition at your local store within 28 days of purchase with a valid dispatch note. Please note: There are a few exceptions outlined below.

      All refunds will be issued to the original method of payment and in the original tender currency.

      Refund exceptions:

      1. For hygiene reasons we cannot accept change of mind returns on cosmetics, underwear, swimwear, piercings, hair products, fragrances and food.

      2. Exchanges can only be made in store.

      3. Sale items purchased online can be fully refunded by post or in-store within 14 days of receiving the goods. Sale items purchased online and returned to store after 14 days, but before 28 days, are eligible for an exchange or store credit only. Items returned will be refunded for the amount paid.

      4. PayPal purchases returned in store will be refunded in the form of a New Look Gift Card.

      Please note: The above returns policy refers to change of mind only and does not affect your statutory rights.

      Close
    • Returning items by Post

      We hope you will be delighted with everything you have bought from us online, but if you change your mind for any reason, we are happy to refund any unsuitable items in perfect condition by post within 28 days of purchase with a valid dispatch note. Please note: There are a few exceptions outlined below.

      You can return items to us at:

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

      All refunds will be issued to the original method of payment and in the original tender currency.

      Refund exceptions:

      1. For hygiene reasons we cannot accept change of mind returns on cosmetics, underwear, swimwear, piercings, hair products, fragrances and food.

      2. Exchanges can only be made in store.

      3. Sale items purchased online can be fully refunded by post or in-store within 14 days of receiving the goods. Sale items purchased online and returned to store after 14 days, but before 28 days, are eligible for an exchange or store credit only. Items returned will be refunded for the amount paid.

      Please note: The above returns policy refers to change of mind only and does not affect your statutory rights.

      Close
    • Returning items via Collect+

      We hope you will be delighted with everything you have bought from us online, but if you change your mind for any reason, we are happy to refund any unsuitable items in perfect condition via Collect+ within 28 days of purchase with a valid dispatch note. Please note: There are a few exceptions outlined below.

      Collect+ is a returns service that allows you to drop your return at one of over 5,800 drop off points at local stores (newsagents, convenience stores and petrol stations etc) at a time and place that suits you. You'll receive proof of postage, insurance and an online tracking code so that you can follow your parcel's progress back to us.

      Using Collect+ is easy, just follow these simple steps:

      1. Go to www.collectplus.co.uk/newlook to find your local store

      2. Peel off the Collect+ label Follow the instructions to print off a returns label or use the one provided on your dispatch note

      3. Securely attach the label to your parcel

      4. Drop off your parcel at ANY Collect+ store

      5. Track your parcel at www.collectplus.co.uk

      All refunds will be issued to the original method of payment and in the original tender currency.

      Refund exceptions:

      1. For hygiene reasons we cannot accept change of mind returns on cosmetics, underwear, swimwear, piercings, hair products, fragrances and food.

      2. Exchanges can only be made in store.

      3. Sale items purchased online can be fully refunded by post or in-store within 14 days of receiving the goods. Sale items purchased online and returned to store after 14 days, but before 28 days, are eligible for an exchange or store credit only. Items returned will be refunded for the amount paid.

      Please note: The above returns policy refers to change of mind only and does not affect your statutory rights.

      Close
    • 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.

      Close
    • 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

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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.

        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 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.

        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

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