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You can go back and add items to your shopping bag at any time while you’re shopping – until you complete your order by clicking the Place Order button. Once you’ve done this, we immediately jump into action to get your order ready, so if you’ve forgotten anything you’ll need to make a new order.

You can change any of your details, including your delivery address, by signing in and going to My Account. 

Can I change my delivery address after I’ve placed an order? 

You can’t change your delivery address for an order you’ve already made. That’s why we advise you to regularly make sure that all your address details are up-to-date. If you change your delivery address in My Account after you’ve made an order, your new address won’t apply until your next order.

If you’ve chosen Standard Delivery, it’s a good idea to leave some delivery instructions just in case you’re not in when your package is delivered. To do this, simply complete the optional ‘Add delivery instructions’ box in the Delivery Options section at checkout. You can say things like ‘leave it in the shed’ or ‘leave it with my neighbour at number 12’.

Once you’ve completed your order by clicking the Place Order button, it’s too late for you to add delivery instructions yourself. However, if you contact us  we’ll see if there’s time to add your instructions from our end.


It’s fine if you change your mind and decide you don’t want what you’ve ordered. There are two sets of guidelines we follow: 

Your legal right to cancel – This is a legal right for European Union (EU) customers. It comes under the EU Distance Selling Regulations.
Our Refunds Policy – This is a New Look policy and it applies to all our customers (inside and outside the EU). It goes ‘over and above’ your EU legal right. Find out more about our Refunds Policy.
Your EU right allows you to cancel up to 14 calendar days from the day after you receive your order (it excludes items that have been sealed for hygiene reasons if the seal has been broken or removed eg make-up, underwear, swimwear, and jewellery for piercings).
Although it’s legally called a ‘cancellation’ right, you’ll still receive your order and then you’ll need to return it. Please note, you’ll have to pay the cost of returning your order.
Here’s how you can cancel, using your legal right:
1. Use the ‘Ask us your question’ box below
2. Under ‘Email subject’ select Returns & Refunds
3. Enter your details
4. In the ‘Ask question’ box, please enter ‘Cancel my order’ then tell us why you’d like to cancel
5. We’ll get back to you and let you know what to do next

Who doesn’t love a discount or promotion! Some of those we offer from time to time include:

  • Percentage-off discounts (eg. 20% off)
  • Money-off discounts (eg. €5 off)
  • Money-off discounts when you spend a certain amount (eg. spend €25, get €5 off)
  • Percentage-off discounts when you spend a certain amount (eg. spend 40€, get 20% off)
  • Buy one and get one free, or buy 2 and get the 3rd free/ reduced
  • Spend over a certain amount and get the qualifying item free
  • Multi-buy offers (eg. buy 3 €5 t-shirts for €12)

To find out more about how these offers work, see our T&Cs

Sign up to our newsletter at the bottom of this page to get exclusive promotions sent right to your inbox.

You can pay using Euros (EUR).  

We accept all major credit and debit cards, including Switch/Maestro, Visa, Visa Electron, MasterCard and American Express. We also accept PayPal.

Don’t worry, your order confirmation email is on its way.

If  you’ve paid by credit or debit card

When you checkout online with us, your payment isn’t deducted from your account immediately – although it might show on your account as a transaction.  What really happens is that the payment will be ‘on hold’ until we’ve dispatched your order. 
If for some reason we can’t send your order, you don’t get charged. Your bank simply releases the ‘on hold’ money back into your account. Depending on your bank, this might take 3-5 working days.
We only ever take the money from your account when your parcel is on its way to you. 

If you’ve paid by PayPal

If you’ve paid by PayPal, then PayPal will take your payment immediately. If for any reason we can’t send you the items, then your PayPal account will be automatically refunded.


If  you’ve paid by credit or debit card, we'll only ever take payment after we've dispatched your order to you.

If you’ve paid by PayPal, then PayPal will take your payment immediately. If for any reason we can’t send you the items, then your PayPal account will be automatically refunded.

We use the Verified by Visa and MasterCard SecureCode schemes to help stop unauthorised purchases with your debit or credit card.

When you reach our secure checkout you can choose to register for Verified by Visa or MasterCard SecureCode. Just sign up using the on-screen prompts, create a password then continue shopping. You only have to sign up once – then you can use your password when you shop with us or with other participating online stores.
For security, this password will be linked to your debit or credit card, and not your New Look account or your computer.
Alternatively, you can contact your bank directly for more information. Please note, if you decide not to register, we may need to ask you for an alternative payment method to complete your purchase.


All our items are available online, but they might not always be available in store. Currently there are no shops in Germany and items are only available online.

We have over 600 new items available online each week, so we don’t often re-stock items once they’re sold out. With so many new, exciting items coming into stock all the time, we’re sure you’ll find a new favourite. Just make sure to grab it when you see it, so you don’t miss out! Currently there are no shops in Germany and items are only available online.