How do I return an order to a New Look store?

Our stores in England & Wales are open again (except Leigh Park and Douglas IOM)!

For customers in Scotland and NI affected by temporary lockdowns still, we are aware this may affect you being able to return your order in the normal way. You can choose one of our free returns options to our warehouse here:

For more information on how lockdown affects the return of your purchase/order, see here.

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If you change your mind for any reason, we are happy to refund any ordered New Look item(s), in their original condition, at any New Look store (UK). All you need to take with you is your order number and original payment card.

• Returns of Third Party Brand items (Brands We Love - see list here), can ONLY be returned and refunded via the warehouse.
• Returns of orders purchase using PayPal, can be returned in a New Look store, however refunds can only be issued to a New Look gift card, and not back to the PayPal account.

If you wish to purchase a replacement for an unsuitable ordered item, i.e a change of size or colour, the store will process this as a new purchase transaction in the till system.

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See the returns time limits here.

For a list of refund exceptions click here.

Please note: The above exceptions refers to change of mind only and this does not affect the statutory rights you have as a consumer e.g. your right to cancel, or your right to return items which are faulty or not as described, or a general right to return 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.
1. Take your item(s) and your order number/dispatch note into your nearest New look store. 

2. Make sure you have the same payment card you used for purchase for refund. All refunds must be issued to the original method of payment and in the original tender currency, unless you paid with PayPal, in which case refunds will be to a New Look gift card.

3. The staff member will scan each item and process the refund for you. You will usually see the refund back on your payment method within 3-5 working days.

4. Returns of Third Party Brand items purchased online (see list here), can ONLY be returned and refunded via the warehouse.

5. Returns of orders purchased using Klarna can ONLY be returned and refunded via the warehouse.

6. If you wish to purchase a replacement for an unsuitable ordered item, i.e a change of size or colour, the store will process this as a new purchase transaction in the till system.