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Returns

No quibble returns

  • Your right to cancel

    As well as our refunds policy, you also have a legal right to cancel your online contract with us if you are a customer in the European Union.


    Although it's legally called a "cancellation" right, you will still receive your order and need to return it.


    You can cancel up to 14 calendar days from the day after you receive your order. This excludes items that have been sealed for hygiene reasons if the seal has been broken or removed e.g. make up, underwear, swimwear, jewellery for piercings.


    To cancel your order, please go to the "Ask us your question" box below and choose Returns & Refunds as the email subject. Complete all the details. In the "ask question" box, please enter “Cancelling Order” at the top (where it says “type your question in here”). Then give details of why you would like to cancel your order with New Look.  


    Please return your products to us as explained in the information enclosed with your parcel. All UK returns are free but you will have to pay the cost of returning your order from other EU countries.

  • What is your returns policy?

    We hope you will be delighted with everything you have bought from us, but if you are unhappy with your products for any reason, you can return them to us in accordance with the below:


    3 options for returning items purchased on NewLook.com in order to receive a refund:


    1. FREE Returns to UK stores within 28 days from the receipt of goods


    2. BY POST from UK, Ireland & International addresses within 28 days from the receipt of goods. Please remember to get a proof of postage receipt.


    3. FREEPOST via UK Collect+ within 28 days from the receipt of goods


    SALE ITEMS- can be returned by post or in-store within 14 days from the receipt of the goods. Items returned by post can be refunded for the amount paid. Items returned to stores can be refunded/ exchanged for the amount paid.


    BRAND ITEMS - can be returned by post or in-store.


    PAY PAL PURCHASES – items returned by post or Collect+ will be refunded to your Pay Pal account. Items returned to store will be refunded to a New Look gift card.


    Guidelines:



    • If you need to return your New Look products please do remember that you have a legal obligation to take reasonable care of the products while you have them.

    • You can open the packaging to look at and try on the products as you would in our store. Keep and include the original packaging with your return.

    • Return all parcels with the completed despatch note & please ensure returns are properly packaged and therefore can not be damaged in transit.

    • When trying on shoes, please do so only inside to avoid getting any marks on them.

    • For hygiene reasons we cannot offer refunds on pierced jewellery or swimwear/ hair extensions if the hygiene seal has been removed unless they are of unsatisfactory quality or unfit for purpose. Underwear is returnable as long as unworn & all barcode tags are on.

    • Branded Beauty & Fragrance - we cannot refund or exchange any fragrance which has been used or is not returned in the exact same condition in which it was dispatched.

    • Pure Colour beauty products - we cannot refund or exchange any cosmetic products if opened or tampered with in any way.

    • For combination purchases/ multibuys you must return any ‘free’ items back to us to process a refund.


    This returns policy does not affect your statutory rights in respect of defective products.

  • Returning items to store (UK only)

    FREE returns to UK stores within 28 days from the receipt of goods on full price items. (Find your nearest store here)


    Please ensure you bring the dispatch note with you as proof of purchase. We will refund the full price you paid for the products, in pounds sterling, using the same method you used to pay for them.


    SALE ITEMS can be refunded/ exchanged for the amount paid within 14 days from the receipt of purchase. Sale items returned after this time are eligible for an exchange or credit only.


    BRAND ITEMS can be returned by post or in-store


    PAY PAL PURCHASES will be refunded to a New Look gift card. Please ensure you also return the dispatch note you received with your order as proof of purchase.

  • Returning items by post (UK only)

    Purchases delivered to UK & Ireland addresses can be returned by post within 28 days from receipt of goods (Sale items within 14 days).

    Our Postal Address is:

    Ore Close
    Lymedale Business Park,
    Newcastle Under Lyme,
    Staffs,
    ST5 9QD

    BRAND ITEMS can be returned by post or in-store

    PAY PAL PURCHASES will be refunded to your Pay Pal account. Please make sure you also return the dispatch note you received with your order as proof of purchase.

  • Returning items via Collect+ (UK only)

    FREEPOST via UK Collect+ within 28 days (Sale items within 14 days).


    Collect+ has drop points in over 4,500 local convenience stores that are open long hours, 7 days a week so you can return items at a time and place that suits you. To find your local store go to www.collectplus.co.uk/newlook


    Collect+ services are delivered securely by PayPoint and the Home Delivery Network. You'll receive proof of postage, insurance and an online tracking code so that you can follow your parcel's progress back to us.


    BRAND ITEMS can be returned by post or in-store


    PAY PAL PURCHASES will be refunded to your Pay Pal account. Please ensure you also return the dispatch note you received with your order as proof of purchase.


     

  • Returning items from outside UK

    We hope you will be delighted with everything you have bought from us, but if you are unhappy with your products for any reason, you can return them to us in accordance with the below:


    BY POST Purchases delivered to International addresses can only be returned by post within 28 days.


    SALE ITEMS- can be returned by post within 28 days from the receipt of the goods.


    BRAND ITEMS – must be returned by post only.


    EXCHANGES – we do not currently exchange items sent back to our fulfilment centre. Items delivered to UK addresses may be taken into UK store for an exchange.


    PAY PAL PURCHASES – items returned by post will be refunded to your Pay Pal account.


     


    Our Postal Address is:
    Ore Close
    Lymedale Business Park,
    Newcastle Under Lyme,
    Staffs,
    ST5 9QD


     

  • How do I arrange a returns refund with PayPal?

    For refunds to your PayPal account you'll need to return the goods by post to us. Please see the Returns by Post section for details. Alternatively you can take the products you want to return to any UK New Look store where we'll exchange them for you or give you a gift card to an equivalent value. In either case, please make sure you also return the dispatch note you received with your order as proof of purchase.

If you can't find the answer you're looking for, please Contact Us for further help and advice.