We hope you love everything you buy from us, but if you want to return or exchange your purchase for any reason, then we’re fine with that too.
All our stores, with the exception of Guernsey, are temporarily closed.
Any purchases made after the 15th October 2020 may be returned until 31st March 2021, with a valid receipt/gift receipt or order number/dispatch note.
This policy applies to all items purchased, whether full-priced, promotion or sale.
This applies to both online and in-store purchases.
How long do I have to return?
You are unable to return items purchased in store to our warehouse.
With our stores affected by temporary lockdown, we are aware that you may have to return your item(s) for refund outside the below periods. There is no need to contact us, simply pop into store once they are re-open, with your item(s) and proof of purchase.
I've lost my receipt, can I still get a refund?
If you have lost your receipt, but the item has it's tags, and is in new/unworn condition, any New Look store will be able to offer an exchange or a refund at the current/last selling price to a store credit note.
The returns period has passed, can I still get a refund?
If you have an item to return after the time limits set out above, your local New Look store may be able to offer an exchange or refund to a store credit note (at the current/last selling price), any refunds of this kind will be at the Store Manager's discretion.
For orders placed in store:
1. If you have placed an order in one of our stores (order number always starts HS), returns from that order will ALWAYS need to be returned into a New Look store (including Brand items).
2. Simply take your item(s) and order number/dispatch note into your nearest New Look store, along with the payment card used for purchase.
Why can't I return an in-store order to the warehouse?
Unfortunately, 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. Please contact one of our friendly Customer Care Teams if you have returned an order purchased in-store to the warehouse in error.
For a list of refund exceptions, please read more here.