New Look Return Policy
How do I return my order?
There are multiple ways to return item(s) from an order, select from one of the options below.
Your dispatch note will not have a returns label, but don’t worry, you can still return your items for FREE.
All our returns providers have FREE printing services.
Return Option |
Cost |
Return benefits |
New Look Stores |
FREE | The FASTEST way to get a refund or exchange for your item is to return it to any New Look Store. More info here. |
Collect+ |
FREE | Over 7000 local convenience store locations for return. |
Doddle. |
FREE | Drop off your parcel at any of the 200+ Doddle locations, including some Morrisons stores. |
Royal Mail |
FREE | 12,700 Royal Mail Post Offices to return to. |
Ore Close
Lymedale Business Park
Newcastle Under Lyme
Staffordshire
ST5 9QD
All returns must have an order number inside
Please note: The above returns options refers to change of mind only and does not affect the statutory rights you have as a consumer e.g. the right to cancel, or the right to return items, which are faulty or not as described or a general right to return most online purchases under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
For more information on your right to cancel, and how to notify us of that, read here.
Can I get a full refund for items purchased with a promotional discount?
Yes you can!
Items purchased with a promotional discount applied, i.e 25% off everything, or 25% off shoes, are considered full-price items, and the normal 28 day returns policy applies (from receipt of goods).
Items must be returned in new, unworn condition, with a valid proof of purchase (an in-store receipt, or order number/dispatch note).
Any refund given will be at the promotional price paid, to the original payment method used (exceptions apply, see below). The promotional discount applies to the original purchase only, and is not valid for any subsequent exchanges or purchases.
Can I return an item to a store where they don’t stock that range?
Yes you can!
All of of our UK stores are happy to process refunds for any item purchased in any other UK store, or on the website, as long as it is in the same condition you purchased it, unworn, with it’s tags attached and you have your valid proof of purchase. Please
Can I get an exchange for my online purchase?
Unfortunately we are unable to offer an exchange for an item you have ordered online and wish to return to the warehouse.
You can however, pop into your nearest New Look store, where they can process a refund for the item, and either locate the item from their own stock, or place a new order for you. All you’ll need with you to return the item, is your order number and original payment card.
Any refund given will be at the price paid, to the original payment method used (exceptions apply, see below). Also, any promotional discount applies to the original purchase only, and is not valid for any subsequent exchanges or purchases.
You can check yourself if your local store has stock of the specific item, by using the ‘FIND IN STORE’ button on the web page of the item you want. More info on how to do that here.
you have the original payment card with you too.
Our full return to store info can be seen here.
How do I return an in-store purchase?
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.
1. Take your item(s) and receipt into any New Look store. (Please make sure you have the payment card used for purchase (if applicable)) Refunds from store usually show back on your account within 7 days.
There are time limits to return unwanted items:
• You have 28 days for full-priced items (from the date on your receipt).
• You can return sale items purchased in-store within 14 days, but it will be for an exchange or credit note only.
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.
For a list of refund exceptions, please read more here.
For online orders, see returns info here.
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.
How do I return an order I 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 need to be returned into a New Look store.
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.
How do I return an order I 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 need to be returned into a New Look store.
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.
I’ve lost my dispatch note/order invoice, can I still return my order?
Yes you can!
If returning to store, you only need your order number (you’ll find this on your confirmation email) and the original payment card for the store to process a refund (please note that orders paid for using PayPal will be refunded to a New Look gift card.)
If returning to the warehouse, the dispatch note does make it easier for our Warehouse to process your return, but it is not essential. You DO need to make sure that your order number can be clearly found when your return parcel is opened. So either print a copy of your order confirmation, or write this order number on a piece of paper and place inside your return.
You can also list the SKU numbers of the item(s) you are returning and a reason for return, but this is not necessary.
Please ensure you keep your proof of postage for the return, and hold onto this until your refund has been received.
Our full list of return options can be seen here.
How do I return my order with Royal Mail?
Returns with Royal Mail are FREE!
1. Simply visit here to create and download your own returns label, and to find your nearest Post Office location.
2. If you can’t print your returns label at home, don’t worry, most of the 12,700 Royal Mail Delivery Offices have printing facilities. You can find locations of those and more info here, or on the Royal Mail website once you’ve created your free label which will be emailed to you with the required QR code (see below).
3. Package your item(s) in one bag, and include the returns note(s) inside. (If your order was received in multiple bags, these cannot be returned in the same way. More info here).
4. Attach the label you’ve printed at home (if applicable).
5. Go to your most convenient Post Office location. If you have not printed your returns label, show them your email containing your QR code and they will print and attach this to your parcel. (Please note: If you’ve received the confirmation email but cannot see the QR code, this could be down to your email service provider blocking the QR code . Please check your email settings or try again to an alternative email address.)
5. Please remember to keep your proof of postage receipt and keep hold of it until your refund has been received.
Items must be returned within the time limits set out here.
You can track your return back to us with the reference on your returns receipt given to you at the Post Office. Just pop the long line of numbers and letters into the search bar here.
How do I return my order with Doddle?
Doddle returns are FREE!
1. Visit here to find your most convenient Doddle locations (including some Morrisons stores) and see their opening hours.
2. Simply complete the online Doddle returns form here. (This link may not work on desktop browsers, please try via mobile). You can even use their ‘DoddleBot‘ via Facebook messenger to pre-book your return. You’ll then receive your unique return code via email.
3. Package your item(s) in one bag, and include the returns note(s) inside. (If your order was received in multiple bags, these cannot be returned in the same way. More info here).
4. Take your parcel and the return code, that was emailed to you, to your selected Doddle store.
5. Doddle will let you know when they’ve dropped your parcel with our warehouse, you should see your refund a few days later.
You can track your parcel yourself once you’ve sent it back, simply keep hold of your email return reference and enter it here.
Items must be returned within the time limits set out here.
How do I return my order with Collect+?
Collect+ returns are FREE for all our online UK orders.
1. Simply visit here to register your parcel for return, and to find your nearest Collect+ store and see their opening hours. You can drop off your parcel at one of over 7000 local convenience stores.
2. Choose to either create and print your Collect+ returns label at home, or at the Collect+ location. (See below).
3. Create your Collect+ return, you’ll need your New Look order number. You will then receive an email with your label, or your ‘Print in store’ voucher.
4. Package your item(s) for return in one bag, and include the returns note(s) inside. (If your order was received in multiple bags, these cannot be returned in the same way. More info here).
5. Print your label and affix to your parcel or, simply take the voucher on your smartphone with your parcel, and they will print your label for you.
You can also track your parcel once you’ve sent it back here. Please keep hold of your returns receipt until your return and refund has been processed.
Items must be returned within the time limits set out here.
How do I return my order with Collect+?
Collect+ returns are FREE for all our online UK orders.
1. Simply visit here to register your parcel for return, and to find your nearest Collect+ store and see their opening hours. You can drop off your parcel at one of over 7000 local convenience stores.
2. Choose to either create and print your Collect+ returns label at home, or at the Collect+ location. (See below).
3. Create your Collect+ return, you’ll need your New Look order number. You will then receive an email with your label, or your ‘Print in store’ voucher.
4. Package your item(s) for return in one bag, and include the returns note(s) inside. (If your order was received in multiple bags, these cannot be returned in the same way. More info here).
5. Print your label and affix to your parcel or, simply take the voucher on your smartphone with your parcel, and they will print your label for you.
You can also track your parcel once you’ve sent it back here. Please keep hold of your returns receipt until your return and refund has been processed.
Items must be returned within the time limits set out here.
Can I return my order in more than one parcel?
Unfortunately not.
Our free returns services will only produce one label/barcode that cannot be used more than once.
If your order was received in multiple bags, these cannot be returned in the same way.
There are ways around this though:
1) The easiest way to return a large order is into a New Look store.
2) Returns do not need to come back to us in the New Look bag they arrived in, so as long as all the items are in one, secure, parcel, the label will get them back to us. You can also secure multiple bags together as one.
3) The returns can be sent via different return services, i.e, if you had two bags, you could send one with our free Royal Mail service and the other with our free Collect+ service. (Please make sure that the order number is included in each bag.)
All our return options can be found here.
With any returns, please make sure you keep any proof of postage.
Can I return my items?
We hope you love everything you buy from us, but if you want to return your purchase to us, then we’re fine with that too.
The FASTEST way to get a refund or exchange for your item is to return it to a New Look Store (UK). Simply take your item(s) and receipt/order number/dispatch note into your nearest New Look.
There is a time limit on when to return your items to us. You can read more info on that here.
Please note: Any PayPal purchases returned in store will be refunded to a New Look Gift Card.
You can also return any of your items purchased online to our warehouse. More information on how to do that is here. Exchanges are not available on warehouse returns. If you are returning items to us, please remember they should be in their original condition and be accompanied by a valid order number/dispatch note.
Please note that there are a few exceptions to our returns policy – For a list of refund exceptions, please read more here.
In addition to the rights set out in this Returns Policy, as a consumer you also have certain statutory rights e.g. a right to cancel, or a right to return items which are faulty or not as described.
If your items are faulty, you believe they are not of a satisfactory quality or are not as described etc, please click here.
For more information on your right to cancel and how to notify us of this, read here.