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Ordering

Before placing your order, always check that your billing address and saved payment cards are correct in ‘My Account’

1. Log into your account here
 
2. Go to your “My account” section
 
3. Select “Update your cards and addresses”
 
4. Select “My cards” and then delete your saved cards (please note: you can only change your billing address by deleting your card and adding it again) 
 
5. Select “Add a new card”
 
6. Re-enter all the fields for billing address so that they match the billing address on your payment card. Please update your card as well as billing details anytime there is a change
 
7. Please note: This can only be done via the “My Account” section and not from “My Bag”
 

Placing an order at newlook.com is easy, all you have to do is browse, add and checkout.

Browse newlook.com by using the search bar, main menu, homepage or suggested product pages. We like to use plenty of pictures and videos to give you the best idea of how each product looks and we also provide some styling guidance and technical information alongside all our products.

Add the item to your bag by selecting a size, choose how many you want and then click the “add to bag” button. The item will be added to your bag and you can continue to shop.
 
Checkout by clicking on the bag icon in the top right of your screen and selecting the “bag and checkout option”. Here you can review your choices, add a promotional code and select your delivery country. Once you are ready to buy, simply click the “secure checkout” button and follow the prompts.
 

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.
 

When shopping on newlook.com we suggest that you register for an account. If you are signed in to an account when you shop you can add things to a wish list, save payment details for easy checkout and access tracking information.

Registering is easy, simply click “Register” at the top right of the home page (or follow the instructions while you're at the checkout), fill in your details and choose a password to keep your account private. Click “Register Now” and that's it! We'll email you a confirmation for your new account. To log out of your account, just click “Sign out”.
 
It’s also worth checking your account information every once in a while just to make sure we have the right details for you.
 

If you are signed in to an account when you shop you can add things to a wish list, save payment details for easy checkout and access tracking information.

You can log into your account anytime.

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. In the ‘Ask question’ box, please enter ‘Cancel my order’ then tell us why you’d like to cancel

4. Enter your details

5. 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.

What currencies can I use?

You can pay using UK Pound Sterling (GBP) or Euro (EUR). To swap between these, simply select the relevant currency from the list in the top left corner of the page to display prices in that currency.
 
Which Payment Methods do you accept?
 
We accept all major credit and debit cards for payment including: Switch/Maestro,Visa, Visa Electron, MasterCard and American Express as well as PayPal, the New Look Store card and New Look Gift cards.
 

We work with Visa and MasterCard to make shopping online with a credit/debit card even safer and to help protect your card against unauthorised use - just like Chip and PIN does.

If your bank or card issuer is already part of this scheme, chances are you will have already seen the Verified by Visa or MasterCard SecureCode page when shopping online. It helps stop unauthorised purchases and means you can shop online with added security and peace of mind.
 
How does it work?
 
When you reach the checkout at newlook.com (or any other participating store), you can register for Verified by Visa or MasterCard SecureCode. Just sign up using the on-screen prompts, create a password, and continue shopping.
 
You only have to sign up once and can then use your password for any future online purchases. Alternatively, you can contact your bank directly for more information. Please note that if you choose not to register during your order today, we may need to ask you for an alternative payment method to complete your purchase.
 
We'll only ever take payment from you after we've dispatched your order and it's on its way to you.
 

For help on how to redeem your gift card, check out our gift card guide here.

To buy a Gift Card or Check your remaining balance, click here.
 
When will you take payment for my order?
 
We'll only ever take payment from you after we've dispatched your order and it's on its way to you.
 

To purchase an e-gift please click here to be taken to our online portal.

You can use an e-gift card as payment or part-payment at any New Look store in the UK or online.
 
To make sure the e-gift card doesn’t land in your email junk box, we recommend you add no- reply@newlookgiftcard.com to your safe senders list.
 

There is still a possibility that an item may be out of stock by the time your order is processed at our warehouse. If so you will be notified and a refund will be issued.

We will not charge your credit, debit or store card until we dispatch your order. Any order placed using PayPal, a New Look gift card or New Look eGift card will be charged at the time your order is submitted.

If your payment has been declined, please check the following information on your payment details:

Have you enetered the correct card number?
Have you entered the correct expiry date and security code?
Does the billing address and postcode you entered match the details held by your card provider? 
Do you have sufficient funds available on the card?
Has the card you paid with expired? If so you will need to enter the details of a different card?
 

Stock

Almost all of our products are made available at newlook.com as well as some great online exclusives that you won’t find in store. Please keep in mind that some items may sell out online before they do in store and we don’t have the ability to check exact stock levels. 

We don't currently have the facility to let you know when an item is due back in stock but, with over 600 new items online each week, we don’t tend to restock a lot of items again.

Spaces: While using a promo code on the bag page, please make sure there is no space at the end or beginning of the promo code on the Enter Promo Code box.

Do not Copy and Paste: Always type the promo code manually.

Do not use promo code on a sale items: Promo codes are only valid on full-priced items.

Single Use Coupon Codes: Some offers, such as ‘10% off’ can only be used once. It may be that this promo code has already been used.