You must create your QR code and package your order in the bag, with your order number, before dropping off in store.
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, purchased within the 28 day returns period (For sale items: you have 14 days from when you receive your items, to notify us about your return. You then have another 14 days to return the items to us) and you have your proof of purchase. You can find your nearest store here.
*If you are returning to one of our Isle of Man or Channel Island stores or your order number begins with HS your refund will be processed through the till and so you will not need a QR code.
Returning your items to a New Look store in England, Scotland, Northern Ireland or Wales:
To make sure that we can process your refund, you must include your order number in/on your parcel. The easiest way to do this is to re-use your order packaging. The outer bag contains your order number on the label and the inner clear bags include your order number via a scannable QR code. If you do not have any of your original packaging, please include a note that clearly states your order number, this will begin with HY or HM and can be found on your order confirmation email or via your account.
1. Generate a QR code via our returns portal, accessible via the 'Return order' button on this page here. Any online returns taken to store without a QR code cannot be accepted.
2. 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 (except order number (see step 3) and that it is properly sealed).
3. Your order number needs to be visible in/on the parcel for us to be able to process your refund. We no longer include returns notes, so if you're not using any of the original packaging (either the bag or clear inner bags, which have your order number on the labels) or the slip you received in your parcel, please ensure you're including a note with your order number in the parcel instead.
4. Pop in to your local store and show your QR code to a member of staff at the till who will scan this and take your parcel.
5. You will receive an email to confirm that you have dropped your parcel instore and your return will be sent back to our returns centre.
After you drop your return off in store, we’ll process it within 14 calendar days. You’ll get email updates as it heads to our returns centre. Once processed, please allow 3–5 working days for your refund to show on your original payment method.
Please note: Whilst you can return your order to store for free, stores can no longer process online refunds through the till.