Your Questions

Answers to our most commonly asked questions are provided below. If your question is not answered here, or in the Frequently Asked Questions section of the site, please Contact Us using the details below.

  • Why isn't my promo code working?

    Please do not copy and paste the promo code as it won’t work – it must be input manually into the promo code box. Also, promo codes won’t work on already discounted items

  • How can I track my order?

    You can review the status of your order at any time by clicking on the 'Track my Order' button at the top of the screen and following the instructions.

  • How do I know my order has gone through?

    If you receive a confirmation email your order has been processed successfully. If not, please go to the My Account section and click on My Orders. If your order doesn't appear on the list you'll need to place it again.

  • Can I change or cancel an order once it's been processed?

    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.

Phone Us

Need immediate help? Call our friendly team on 0344 499 6690 for any queries you may have. Calls are charged at a basic rate. Please refer to your service provider for call charges.

From outside of the UK call 00 800 0926 0926

Our customer service team is available to help Monday to Saturday, 8am to 8pm and Sundays, 10am to 6pm GMT and longer during peak periods.

For Store Card queries in the UK call 0844 856 5981 available Monday to Friday, 8:30am to 9pm, Saturday, 8:30am to 8:30pm and Sunday, 10am to 1pm GMT.

French & German speaking agents are available Monday to Friday 9am to 5pm GMT.

Email Us

Our email response time is currently 24 hours.

If you need an answer straight away, click to chat below!

Please complete the form below with your query or feedback and our Customer Services Team will be more than happy to help you.

When contacting us, please give us as much information about your query as possible. Our emails are checked regularly and we'll reply to your query as soon as possible.