If you made your purchase online:
You can use our FREE returns option with Royal Mail and Collect+ to return your order to our warehouse. More info here. Alternatively, you can wait until our stores are re-open to return.
Orders placed online between
Orders placed from 2nd June 2020 onwards sit within our normal returns policy here.
Please note: Returns to the warehouse may take longer than usual to process, in line with Government guidance due to the COVID-19 risk, we are required to hold returned parcels in our warehouse for 48 hours before processing. This means your refund may take a little longer than normal to get back to you. If you haven't received your refund within 15 working days of dropping off at the returns location, please contact one of our Customer Care Teams.
If you made your purchase in-store:
Any purchases you made in-store from the 15th March can be returned with your original receipt within 14 days of your local store re-opening. A list of stores that are open is here.
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.
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.