Don't worry! We know that the COVID-19 Coronavirus may be affecting your ability to return your purchase/order in the usual time limits.
We have extended our normal returns policy to 90 days to help. This policy applies to all items purchased, whether full-priced, promotion or sale.
- If you made your purchase in-store:
As all our UK & ROI stores are temporarily closed, any purchases you have made in store can now be returned within 90 days of the original purchase date.
Please note: If you paid by New Look Card for your in-store purchase, you can discuss how this affects your payments directly with Ikano, our store card provider.
- If you made your purchase online:
As all our UK & ROI stores are temporarily closed, you are unable to return your purchase to store, however, our FREE returns option with Royal Mail and Collect+ are still available to return your order to our warehouse. More info here.
We know it may be difficult for you to get to a returns location during the current lock-down, so any order can be returned within 90 days of the date you received your order.
Please note: Returns to the warehouse may take longer than usual to process, if you haven't received your refund within 15 days of dropping off at the returns location, please contact one of our Customer Care Teams.
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. the right to cancel, or the 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.
For more information on your right to cancel and how to notify us of this, read here.
If you feel that your items are faulty please read more here.