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 haven’t I received my order confirmation email?

    We’re doing routine maintenance, so there’ll be a delay in receiving order confirmation emails. Don’t worry your order is on its way!

  • Is my order on its way?

    There’s a delay with order status update emails. If you haven’t received your dispatch email yet or your order is still showing as ‘processing’ don’t worry, your order is making its way through our systems as planned and will arrive on time.

  • Why can’t I choose my 1 hour delivery slot with DPD Precise?

    To ensure your order arrives when you expect it, during busy periods we may make changes to the delivery options available.

    DPD Precise is currently unavailable for you to choose your 1 hour delivery slot. Please don’t worry as DPD will still send an email/sms on the day of delivery to advise of your 1 hour time slot.

    If this is at a time that doesn’t work for you, simply follow the instructions in your DPD email/sms and choose another date or choose to pick up from one of their partnered pick up locations.

  • 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.