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Returns & Refunds

Yes. You can return unsuitable or faulty items to us for a refund or exchange. All refunds will be issued to the original method of payment and in the original currency.

Unsuitable items are covered by our New Look Refund Policy

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

*14 days for sale items (in-store purchases are exchange only)

We reserve the right to refuse refunds or exchanges on any unsuitable items that are not in a re-saleable condition.

This does not affect your statutory rights

Faulty items or items not as described are covered by your legal (statutory) rights. For more information on returning a faulty item please see below.

*Online purchases- return to UK store or by post or using our Collect+ service.

*In-store purchases – Items must be returned to store with proof of purchase.

Online purchases can also be cancelled. Please refer to ‘What are my cancellation rights?’

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).

This does not affect your statutory rights.

The Returns Policy

Return Option Cost More Info

New Look Stores
 

FREE The quickest way to get a refund is in one of our UK stores. Return to store within 28 days of 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
 

FREE with Royal Mail Items to be returned within 28 days from receipt of goods. Please remember to get a proof of postage receipt. Visit http://www.royalmail.com/delivery-and-collection-office-finder to find your nearest store. To create your returns labels and track your returns, click here.

 

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:

Free returns or exchanges in UK STORES.

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

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: 

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.

Exchanges can only be made in store.

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.

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

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.

 

Yes.  Any of our stores will be happy to accept your returns for a refund or exchange. Refunds will be made to the original method of payment and in the original tender currency.

*Please note: Sale items or PayPal purchases are exchange or credit note only for in-store returns. 

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

 

Refund exceptions:

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.

Exchanges can only be made in store.

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.

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

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

 

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

We’ll email you to notify you as soon as we have received, checked and processed your refund.
 
If you do not hear from us within 10 days of returning your items via a tracked service such as Royal Mail or Collect+ or 15 days via an untracked service please Contact Us. Please have your tracking reference and order number handy.

For store returns, your refund will be processed immediately.

For online returns please allow up to 10 working days from the date you send your parcel back to us. 

We’ll refund you via the original method of payment so please ensure you keep any gift cards used as the funds will go back onto these gift cards.

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.

 

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.

Yes.  If you paid with a Gift Card, your order will be refunded to that Gift Card so keep hold of it just in case. 

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.