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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 fine with that too.

The FASTEST way to get a refund or exchange for your item is to return it to a New Look Store (UK) within 28 days of purchase (sale items within 14 days).

You can return an item purchased from our UK stores or through this website 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. Please note that there are a few exceptions to this policy – see “Refund exceptions” below for further details.

In addition to the rights set out in this Returns Policy, as a consumer you also have certain statutory rights e.g. a right to return items which are faulty or not as described. If your items are faulty, you believe they are not of a satisfactory quality or are not as described etc, please see the section below entitled ‘My purchase has become faulty. What do I do?’ If you wish to cancel an online purchase, please also see the section entitled ‘What are my cancellation rights?’.

If you want to return items to us, please remember they should be in their original condition at the time of return and be accompanied by a valid proof of purchase.
 

If you change your mind and decide to return any items, you can do so within the following time limits:

•    28 days (from the date you purchased the item in store or from the date when you received any items you bought online), or
•    14 days for sale items (from the date you purchased the item in store or from the date when you received any items you bought online). Sale items purchased in-store are eligible for an exchange or credit note only. 

The Returns Policy

Return Option Cost More Info

New Look Stores

(Online or in-store purchases)
 

FREE

•  The FASTEST way to get a refund or exchange for your item is to return it to a New Look Store (UK) within 28 days* of purchase (sale items within 14 days)  

•  Sale items purchased in-store are eligible for an exchange or credit note only. 

Collect+

(Online Purchases)
 

FREE

•    Visit www.collectplus.co.uk/newlook to download your returns label & 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

 

Doddle

(Online Purchases)
 

FREE •    Drop off your parcel at any of our 247 Doddle stores, including some Morrisons stores
•    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 the receipt of goods

By Post

(Online Purchases)
 

FREE •    Visit www.royalmail.com to download your returns label and to find your nearest Post Office
•    Don’t have a Printer? Don’t worry, 1200 Royal Mail Delivery Offices have printing facilities. Visit www.royalmail.com/labelstogo for more info
•    Items to be returned within 28 days* from receipt of goods
•    Please remember to get a proof of postage receipt

 *If you are returning an item due to a quality issue, please see the section below entitled ‘My purchase has become faulty. What do I do?'

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 their original condition within the time periods set out in the Returns & Refunds section above where returned  with a valid dispatch note (online purchases) or valid proof of purchase (in-store purchases). 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 (all items whether purchased online or in-store).
 
2. Free returns in the UK, for online purchases, via COLLECT+, DODDLE and ROYAL MAIL (Please remember to get a proof of postage receipt when using Collect+ or Royal Mail and keep this until your refund has been successfully processed).

3. By POST from international addresses for online purchases. Please remember to get a proof of postage receipt.

**Please note if you place and pay for an online order in store the only way to get your refund is to return your items back to store.**
 
All refunds will be issued to the original method of payment and in the original tender currency. For purchases paid for in part, or in full with a New Look Gift Card, please see the section below, 'Can I return items bought with a gift card?'.
 
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. We also cannot offer exchange or refunds on fragrances if the original packaging has been removed. This does not affect your statutory rights.

2. Unfortunately, we are unable to accept returns, or provide a refund, for personalised goods unless the product is faulty.
 
3. Exchanges can only be made in store, not via a return to the Warehouse.
 
4. 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 with valid proof of purchase.
 
5. PayPal purchases returned in store will be refunded in the form of a New Look Gift Card.
 
6. Multi-Retail vouchers (i.e. Love 2 shop, One 4 all, Shopping Centre vouchers).
 
Please note: The above returns policy refers to change of mind only and does not affect the statutory rights you have as a consumer e.g. a right to return items which are faulty or not as described or a general right to return most online purchases under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you feel that your items are faulty please see the section below entitled ‘My purchase has become faulty. What do I do?’

 

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 their original condition at your local store within 28 days of receipt of the items where you have 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. We also cannot offer exchange or refunds on fragrances if the original packaging has been removed. This does not affect your statutory rights.

2. Unfortunately, we are unable to accept returns, or provide a refund, for personalised goods unless the product is faulty.
 
3. Exchanges can only be made in store.
 
4. 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.
 
5. 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 the statutory rights you have as a consumer e.g. a right to return items which are faulty or not as described. If you feel that your items are faulty or are not as described please see the section below entitled ‘My purchase has become faulty. What do I do?’

 

As well as our refunds policy, you also have a legal right to cancel your online purchase with us for any reason if you are a customer within 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 and any personalised goods.

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.

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

Sorry that one of our items has become faulty or is not up to our usual standards.

The quickest way to get this resolved is to take your item into your local store, you can do this for online and in-store purchases.

If you can’t get to your local store, and purchased your items online within the last 28 days, you can return your item for free via our Royal Mail, Collect+ or Doddle services - don’t forget to put the reason for return on your returns slip and keep your proof of postage.

Lost your receipt? Not sure when you bought your item? Don’t worry our store team will be happy to help.

Now the serious bit: The time period for returns, as referred to above, do not apply when you are returning items in accordance with the statutory rights that you have as a consumer (e.g. you have a right to return items that are faulty beyond the normal returns period). 

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.