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Delivery
Tracking

    My order has not arrived yet. Where is it?

    If you’ve ordered standard delivery, you can use the “Hermes Parcel Manager Mobile App” to follow its progress once dispatched. The current delivery promise is 5 working days, we ask that you wait until after this timeframe before getting in touch.

    Orders can be also tracked using the “Track my Order” option on our website. If your order is showing as “Processing” this means that it is being picked and packed at our warehouse.

  • Tracking and Receiving your order

      • Guide to Hermes Tracking

        Status Details
        Pre advice loaded New Look has allocated your parcel to Hermes for delivery
        Received at Hermes Hub Your parcel has been received into the Hermes Network
        Hub trailer via sorter Your parcel is making its way through the Hermes network
        Receipt at Depot Your parcel has been accepted at your local sorting office
        Processed at Depot Your parcel has been received at your local sorting office
        Manifested for delivery Your parcel has been allocated to your local delivery driver
        Awaiting courier receipt Your parcel has been allocated to your local delivery driver but they haven’t yet received it
        Out for Delivery to Courier Your parcel is on its way to your local delivery driver
        Courier Received Your local delivery driver has received your parcel and is ready to make your delivery today
        Misrouted at Depot Due to an error, your parcel has been sent to the incorrect local sorting office. Please allow a further 48 hours for delivery
        Delivered to Secure Location Your local delivery driver has delivered your parcel to a secure location and should have left you a card to let you know. Please check secure locations on your property or with adjacent neighbours. If you can’t locate your parcel please contact our Customer Services team by clicking here.
        Return – Process by hub/depot Your parcel is on its way back to New Look. Please allow time 72 hours for your parcel to reach us and for a refund to be processed
        Mis sorted to wrong courier Due to an error, your parcel has been sent to the wrong delivery driver. Please allow 48 hours for your parcel to be sent to the correct delivery driver
        Delayed at Depot Your parcel is currently being held at your local sorting office. Our Customer Services team can assist to find out why this may be. Please contact us by clicking here.
        MOD - Reallocation Your parcel has been re-allocated and sent to an alternative courier, depot or carrier. Please allow an additional 48 hours for delivery.
        UP Reallocation / Updated We’ve updated your parcel with the additional information provided and its now on its way back to your local courier. Please allow 48 hours for delivery to take place.

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      • My order isn't showing on the 'My Orders' section in my online account - where is it?

        Don't worry - your order won't show up on our online system until 12 hours after you've received your dispatch confirmation email. Check back soon!

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        • My credit/debit card/voucher/store card transaction is showing but I haven't received my order confirmation - what has happened?

          When you enter your card details to pay for your order, your Bank will automatically deduct the money from your account, although it is not actually taken until we despatch your order. At this point you will also receive an email confirming your order. If for any reason we do not despatch your order, we will not charge you and the money is automatically put back onto your available balance by your Bank. This usually takes around 3 to 5 working days, but the exact timeframe does depend on your card issuer and Bank.

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        • My order says 'complete' - what does that mean?

          Your order has been dispatched from our warehouse and is now on its way to you. Please allow 12 hours from when you received your confirmation email before tracking your order online.

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          • I have tracked my order and it says 'delivered' but I haven't received it yet. What can I do?

            We're sorry to hear that, if you have any questions please contact us Close

          • I have received my order however there are items missing - what can I do?

            If you have any questions please contact us Close

          • I have received my order but I'd like to return it - how do I do that?

            Please refer to our Returns section you'll find everything you need to know.

            Close

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