RETURNS

No quibble returns

Policy

  • Your return options
    Return Option Cost More info
    New Look Stores FREE Return to UK Stores within 28 days from the receipt of goods
    Collect+ FREE Attach the free returns label provided on your despatch note
    Visit www.collectplus.co.uk/newlook to find your nearest store
    You can also track your parcel once you've sent it back using the link above
    Items to be returned within 28 days from receipt of goods
    Doddle FREE Drop off your parcel at any Doddle store No need to print any labels
    Visit www.doddle.com/locations to find your most convenient store
    You can also track your parcel once you've sent it back using the link above
    Items to be returned within 28 days from receipt of goods
    By Post At your own cost Items to be returned within 28 days from receipt of goods
    Please remember to get a proof of postage receipt
  • 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 individual original packaging and hygiene seal has been broken or removed eg for make-up, underwear, swimwear, jewellery for piercings.


    If you wish to cancel you must tell us in writing or via the page here within 14 calendar days from the day after the date on which the products were delivered. The best way to do this is to go to the ‘Ask us your question’ box 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. You should keep evidence of having your cancellation notice, such as a certificate of posting.


    If you cancel your order you will be reimbursed the cost of items cancelled, plus postage if the entire order is cancelled (up to the value of New Look Standard Postage only), and you will be responsible for returning the goods to us at your own cost.

  • 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.

    PAYPAL PURCHASES – items returned by post or Collect+ will be refunded to your PayPal 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, cosmetics and swimwear/underwear briefs if the original packaging and hygiene seal has been removed. This does not affect your statutory rights.


    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

    PAYPAL 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

    PAYPAL PURCHASES will be refunded to your PayPal 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 Collect+

    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

    PAYPAL 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.

  • Returns from Ireland
  • Returning items from outside the 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.

    PAYPAL PURCHASES – items returned by post will be refunded to your PayPal 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.

The returns process

  • Have you received my returned goods?

    You'll receive an email to notify you as soon as we have received, checked and processed your refund.


    In the unlikely event that you haven't received an email within 10 days of returning your items via a tracked service such as Collect+ or 15 days via an untracked service please Contact Us.


    Make sure you let us know your original order number, which items you have returned and any delivery reference numbers from a collection service or courier when you contact us.

  • How long will my refund take to be processed?

    We will notify you when we've received your return and we aim to process refunds within 5 working days. The length of time it takes for the funds to appear in your account will depend on your payment provider.


    If you have any questions please Contact Us.

  • Can I cancel my order after it's been placed?

    Cancellation Rights

    If you are a customer in the European Union you have a legal right to cancel your online contract with us. If you wish to cancel your order you must tell us in writing or via the Contact Us page within 14 calendar days from the day after the date on which the products are delivered. You should keep evidence of having given your cancellation notice, such as a certificate of posting. You must return the products to us in accordance with these terms.

  • My purchase has become faulty. What do I do?

    We're sorry that one of our products has become faulty or you are unhappy with the quality and we'd like to help you resolve the problem as quickly as possible.

    Please return the item either to a UK store, by post or using our Collect+ service. We will look into your query as soon as possible.

    If returning by post please note your reason on the returns form.

    This returns policy does not affect your statutory rights.

  • Can I return items bought with a gift card?

    Your right to return an item is exactly the same regardless of whether you bought it with a gift card, a payment card, or a combination of the two.

    If you paid for your whole order with a Gift Card, your order will be refunded on to the original payment Gift Card. Please do keep hold of your Gift Card until you are sure that you are happy with your order.

    If you paid with a combination of payment card and Gift Card, we'll refund anything you paid for with your Gift Card first, and then refund any outstanding credit you are owed on to your original payment card.

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