We have changed our returns policy due to COVID-19/Coronavirus. Please see more info here.
During the temporary closure of our stores, we have extended our returns period to 90 days, feel free to hold onto your order to return when the stores are re-open.
If you have placed an order in one of our stores (order number always starts HS), returns from that order normally need to be returned into a New Look store (including Brand items). This is because the order system does not hold your payment information from the till purchase, so any orders returned to the warehouse will not receive automatically receive a refund.
However, during the temporary closure, you can still access our FREE returns here. You will however need to ensure you keep your returns tracking receipt, and when you can see the return have been received back at the warehouse, contact one of our friendly Customer Care Teams to organise the refund directly.
Please note: The above returns options 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 that, read here.
If you feel that your items are faulty please read more here.