Policy

• Our returns policy explained

  FREE Returns to UK stores within 28 days from the receipt of goods to return your items to us in order to receive a refund. (Sale items within 7 days).

  All branded items must be returned by post only.

  FREEPOST via UK Collect+ within 28 days (Sale items within 7 days).

  BY POST from UK & Ireland addresses within 28 days (Sale items within 7 days), International addresses within 14 days from the receipt our items to us in order to receive a refund.

  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.

  Guidelines:

  • 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

  • Do not try on products whilst wearing strong perfume, aftershave or a deodorant that may leave a scent or marks

  • Do not wear shoes outside; no scuffing should appear on the sole

  • Do not remove hygiene strips from items of lingerie and swimwear

  • Don't remove tags or labels

  • Pierced jewellery is entirely non-refundable for hygiene reasons

  • Salon Confidential Clip & Go Hair Extensions are non-refundable if the seal has been removed, unless they are of unsatisfactory quality or unfit for purpose.

  • We cannot exchange items returned to us.

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

  The methods by which you can return items are outlined below.

• What is New Look's policy on returning items to store? (UK only)

  FREE Returns to UK stores within 28 days from the receipt of goods to return your items to us in order to receive a refund. (Sale items within 7 days).

  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.

  PayPal we refund to you in store by issuing New Look credit vouchers.

  All branded items must be returned by post only.

  FREEPOST via UK Collect+ within 28 days (Sale items within 7 days).

  BY POST from UK & Ireland addresses within 28 days (Sale items within 7 days), International addresses within 14 days from the receipt our items to us in order to receive a refund.

  Our Postal Address;
  New Look Returns
  Unit 1, Common Lane
  Fradley Park
  Lichfield
  Staffordshire
  WS14 4DU
  United Kingdom
  

• What is New Look's policy on returning sale items to store (UK only)

  Within 7 days of receipt items can be refunded for the amount paid or exchanged. Sale items returned after this time are eligible for an exchange or credit only.

• Our branded items returns explained (UK only)

  All branded items must be returned by post only

  FREEPOST via UK Collect+ within 28 days (Sale items within 7 days).

  BY POST from UK & Ireland addresses within 28 days (Sale items within 7 days), International addresses within 14 days from the receipt our items to us in order to receive a refund.

  Our Postal Address;
  New Look Returns
  Unit 1, Common Lane
  Fradley Park
  Lichfield
  Staffordshire
  WS14 4DU
  United Kingdom
  

• UK Collect+ explained (UK only)

  FREEPOST via UK Collect+ within 28 days (Sale items within 7 days).

  Choose from over 3500 stores, such as newsagents and supermarkets that are open long hours including evenings and weekends, drop off your parcel at a time to suit 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.

• The returns process

• Can i send my items back to be exchanged?

  Unfortunately we are only able to refund items sent back to our fulfilment centre. Items delivered to UK addresses may be taken into store for an exchange.

• Have you received my returned goods?

  You'll receive an email to notify you as soon as your refund has been processed. If you sent the parcel back via a tracked service such as Collect + please wait 10 working days before you Contact Us. If your return cannot be tracked please wait 15 working days.

• How long will my refund take to be processed?

  If you returned your items via Collect+ your return will be processed within 5 working days of receipt. We will notify you when we've received your order.

  If you returned your items via Royal Mail recorded delivery and can track the parcel please wait 5 working days from receipt to contact us about your refund.

  If you returned your items via Royal Mail standard post you cannot track your order so you won't know when it is received by us. In this case please wait 10 working days from the date of posting before contacting our customer services agents to enquire about your refund.

  The length of time it takes for the funds to appear in your account will depend on your payment provider.

• 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.

• How do i arrange a returns refund with PayPal?

  FREE Returns to UK stores within 28 days (Sale items within 7 days). Refunds will be the equivalent value in credit vouchers.

  All branded items must be returned by post only.

  FREEPOST via UK Collect+ within 28 days (Sale items within 7 days). Refunds will be made to your Pay pal account.

  BY POST from UK & Ireland addresses within 28 days (Sale items within 7 days). Refunds will be made to your Pay pal account.

  Please make sure you also return the dispatch note you received with your order as proof of purchase.

• Can i cancel my order after its 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, by fax 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.

• International and non-UK returns

• UK & Ireland by post returns policy explained

  BY POST from UK & Ireland addresses within 28 days (Sale items within 7 days), International addresses within 14 days from the receipt our items to us in order to receive a refund. Please ensure that you return the dispatch note as proof of purchase and ask the Post Office for a receipt as we are unable to accept any claims for lost items without it.

  Our postal address is:

  New Look Returns
  Unit 1, Common Lane
  Fradley Park
  Lichfield
  Staffordshire
  WS14 4DU
  United Kingdom
  

• International by post returns explained

  BY POST from International addresses within 14 days from the receipt our items to us in order to receive a refund.

  The address to return items to is:

  Our Postal Address;
  Unit 1, Common Lane
  Fradley Park
  Lichfield
  Staffordshire
  WS14 4DU
  United Kingdom
  

  New Look stores outside the UK cannot provide refunds or exchanges.