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Returns & Refunds

We hope you love everything you buy from us, but if you want to return your purchase to us, then we’re cool with that too.

You can return an item for any reason – whether you want to get it in a different size or colour, if it’s faulty, or if you’ve simply changed your mind.
If you want to return items to us, please remember they should be in  their original condition at the time of return.
 

Our time limits for returns are:

•    28 days (from when you received your delivery), or

•    14 days for sale items (from when you received your delivery).

The Returns Policy

Return Option Cost More Info

New Look Stores
 

FREE Return to UK Stores within 28 days from the receipt of goods

Collect+
 

FREE Attach the free returns label provided on your despatch note Visit www.collectplus.co.uk/NewLook to find your nearest store You can also track your parcel once you've sent it back using the link above Items to be returned within 28 days from receipt of goods

Doddle
 

FREE Drop off your parcel at any Doddle store No need to print any labels Visit www.doddle.com/locations to find your most convenient store You can also track your parcel once you've sent it back using the link above Items to be returned within 28 days from receipt of goods

By Post
 

At your own cost Items to be returned within 28 days from receipt of goods Please remember to get a proof of postage receipt

 

We hope you will be delighted with everything you have bought from us, 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+ and DODDLE
 
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 offer refunds on pierced jewellery, cosmetics and swimwear/underwear briefs if the original packaging and hygiene seal has been removed. This does not affect your statutory rights.
 
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.
 
5. Multi-Retail vouchers (i.e. Love 2 shop, One 4 all, Shopping Centre vouchers) 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.
 

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 offer refunds on pierced jewellery, cosmetics and swimwear/underwear briefs if the original packaging and hygiene seal has been removed. This does not affect your statutory rights.
 
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.
 

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 offer refunds on pierced jewellery, cosmetics and swimwear/underwear briefs if the original packaging and hygiene seal has been removed. This does not affect your statutory rights.
 
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.
 

CollectPlus returns are FREE

Drop off your parcel at one of over 5,800 local convenient stores
 
Visit www.collectplus.co.uk/NewLook to find your nearest store
 
Stores are open from early until late, 7 days a week
 
You can also track your parcel once you've sent it back via above link
 
Items must be returned within 28 days from despatch for a refund
 

Doddle returns are FREE

Bring your parcel to any Doddle store
 
Visit www.doddle.com/locations to find your most convenient store
 
Stores are open from early until late, 7 days a week
 
You can also track your parcel once you've sent it back at www.doddle.com
 
Items must be returned within 28 days from despatch for a refund
 

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.
 
If you wish to cancel you must tell us in writing or via the page here within 14 calendar days from the day after the date on which the products are delivered. The best way to do this is to go to the "Ask us your question" box 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. You should keep evidence of having given your cancellation notice, such as a certificate of posting.
 
If you cancel your order you will be reimbursed the cost of items cancelled, plus postage if the entire order is cancelled (up to the value of New Look Standard Postage only), and you will be responsible for returning the goods to us at your own cost.
 

The Returns Process

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.
 

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
 

Cancellation Rights

If you are a customer in the European Union you have a legal right to cancel your online contract with us. If you wish to cancel your order 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.
 

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.
 

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.