The fastest way to get a refund is to pop into store with your items (this process has changed, please see below for steps).
You have 28 days to return any item (inc sale) from the day you receive your order. Other exclusions apply.
Please read our Returns Policy for more info. You do not need to report your return on your account
If you have a delivery pass, please visit the delivery pass section of your account to create your return. Read more about this here.
New Look Store Drop Off - FREE
You can return your order at any New Look store free of charge as long as your item(s) are in a new, unworn condition, with the tags still attached, and purchased within the 28 day returns period. You can find your nearest store here.
Whilst you can return your order to store for free, stores can no longer process online refunds through the till. To return your items to store, generate a QR code below via the 'Return order' button and package the items in the original bag or a suitable alternative bag (please ensure that any personal details are not visible on the outside of the parcel and that it is properly sealed). Make sure to include a completed returns form, printed order confirmation email or a written note that clearly states your order number and the item(s) being returned. The store will not be able to accept your return without a QR code and your items packaged correctly. If you wish to exchange an unsuitable item, i.e. a change of size or colour, the store will be able process this as a new purchase transaction in the till system (stock availability depending).
Present your QR code to a member of staff in store to scan, so that we can send your item(s) back to our returns centre to be refunded.
Your return will be processed at our returns centre within 5-7 working days after dropping your return off in store. We will keep you informed about the status of your refund via email as your item(s) make their way back to the returns centre. Please allow 3-5 working days from when your return has been processed for your refund to show in your account, depending on your bank.
Please note: If your order was placed in store (your order number will begin with HS), you must return your item(s) to store to be processed through the till as our warehouse is unable to process this refund for you. You do not need a QR code to do this.
If you are returning to one of our Northern Ireland, Isle of Man or Channel Island stores, your refund will be processed through the till and so you will not need a QR code.
If you are returning your order to one of the following stores, you can use one of our new in-store returns kiosks: Merry Hill, Tamworth Retail Park, Plymouth, Yate, Poole, Canterbury, Andover, Daventry and Birmingham Fort. Find out more about this here.
Drop off points - £1.99
If choosing one of our Royal Mail, Asda toyou, InPost or Yodel (formerly Collect+) returns services, you just need your order number and email address (or last 4 digits of your phone number) to create a returns label (to print at home) or QR/barcode to print/scan at your chosen drop off point (we do not provide returns labels in our orders, but all returns services can be used without a printer) via the return order button below.
Select the item/s and let us know why you're returning, then select the returns service of your choice to create your label or QR/barcode. You will pay for your return at this point.
Pop the items (from the same order) into the bag you received your order in (or any other suitable bag), with your filled in returns form or a note that clearly states your order number and items.
Take your items to your chosen drop of point to return. Your refund will be processed within 15 working days and you will be updated on the status of your refund throughout it's journey back to us.
Please note: We are aware of an intermittent issue with accessing the returns portal via your account on the App, however, you can still access this via the Help section or on our mobile site.
Check out our Returns Portal FAQs for common queries about using our returns portal here.
Check out our How to Return FAQs for common queries about returning here.
