Returning an unwanted item?
We hope you love what you've ordered, but if you're not 100% satisfied with any item, we've made our returns simple:
- You can return any item within 28 days, including sale items or items purchased with promotional discounts. (Your 28 days start from the date on your receipt, or from the date when you received/collected any items you bought online).
- Sale items purchased in-store can be returned for an exchange only.
- Items must be unworn and in their original condition.
- Items must be returned with a valid order number or receipt.
- All refunds will be issued to the original method of payment and in the original tender currency (unless otherwise stated).
- You can return online orders both in store and online and you need to create your return via our portal here.
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.
We are unable to accept any items that have been returned outside of the time period above, or that are worn or in an unsellable condition. For a full list of refund exceptions, click here.
Please allow up to 15 working days for your refund, from the date you send your parcel back to us. There is no need to contact us. You'll receive an email when it has been processed. Please hold on to your proof of returns until you have received your refund.
More information
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What if my item is faulty? We are really sorry if your item is faulty, if you purchased it within the last 28 days you can return as normal, making sure to select faulty as the reason for return. If you purchased your item over 28 days ago, please get in touch with our Customer Care team, so that we can help. Find out more here.
- Free returns in all UK stores (whether purchased online or in-store) please remember to get a QR code here and to package the items in the original bag or a suitable alternative bag. We no longer include returns notes, so if you're not using any of the original packaging please ensure you're including a note with your order number in the parcel (read more about this here).
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Free returns to Channel Islands, Northern Ireland and Isle of Man stores are processed through the till, so no QR necessary. Make sure you bring your original Payment Card.
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Easy returns, for online purchases, via InPost, Yodel (formerly Collect+) and Royal Mail for a cost (please remember to get a proof of postage receipt and keep this until your refund has been successfully processed). See more info on our return options here.
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For sale items purchased in store you can return them within 28 days of purchase, with a valid receipt, for an exchange only.
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Returns of Third Party Brand items purchased online (see list here), can be returned and refunded both in store (for free) and to via drop off points (for a cost). (See the 'How to Return' page here.)
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This excludes Channel Islands, where Third Party Brand items purchased online (see list here), can ONLY be returned and refunded via the warehouse. (See the 'How to Return' page here.)
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For purchases paid for by PayPal, please see here.
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For purchases paid for in part, or in full with a New Look Gift Card, please see here.
*Please note if you place and pay for an online order in store (order numbers start HS) the only way to get your refund is to return your items back to store.*
For a list of refund exceptions, see here.
High Returns Policy
At New Look, we are committed to being ‘Kind’ to the planet, and we want to do all we can to minimise our environmental impact. We’re seeing that a small portion of customers are repeatedly returning a high proportion of their orders, which is contributing to increased emissions and operational costs.
In light of this, we are reviewing our processes to try to reduce high return rates. We will be writing to affected customers to offer support to help them lower their returns rate.
We, of course, want our customers to keep shopping with us, but if no changes are made over a set period, we may have no choice but to take the steps necessary to prevent any further orders being made.
Frequently Asked Questions
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Why does New Look have a high returns policy?
We have this policy to ensure fair use of our services and to help reduce the environmental impact and operational costs associated with high return rates.
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How will I know if I’m returning too many items?
If you’re concerned about returning too many items, don’t worry—we’re here to help. We'll notify affected customers by email, providing guidance and support to ensure you select the right product. This way, you can feel more confident in your purchases and reduce the need for returns.
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What should I do if I receive a warning about high returns?
Follow the guidance provided in our email. We’re here to help you find the right products, so you can make more informed purchases and reduce the need for returns. For example, utilise our size guides to order the right size, read customer reviews for additional product information, and consider visiting a store instead of purchasing online.
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What happens if I don’t reduce my return rate after receiving a warning?
If your return rate remains high after receiving a warning, we may pause or stop your ability to place orders on our website. Continued high returns could result in New Look preventing any further orders being made. If this action is taken, you will be notified by email.
- How can I find a store near me?
Being able to try items on in-store before you buy can help to reduce your need to return. To find your nearest store, you can use our store locator here - simply pop in your postcode, town or street.