Ordered something from New Look and it’s not quite right? You’re not alone. Sizing between brands varies wildly, online photos never tell the full story, and sometimes a dress just doesn’t look the way it did on the model.
The good news is that New Look has built one of the more straightforward returns systems on the UK high street, and once you know how it works, getting your money back takes only a few minutes.
This guide walks through everything you need to know about New Look returns, from using the New Look returns portal to understanding the New Look return policy in full, including sale items, exceptions, refund timings and what to do if you’ve lost your receipt.
How Long Do You Have to Return Something to New Look?
New Look gives customers a 28 day return window. This applies whether you shopped online or walked into a store, and it covers items bought with promotional discounts too. The clock starts from the date on your receipt for in-store purchases, or from the date you received or collected your order if you shopped online.
Sale items work a little differently, so it’s worth paying attention if you bagged a bargain during a promotion.
- Online sale items: You need to notify New Look within 14 days of receiving your order. Once you’ve done that, you have a further 14 days to actually send the item back.
- In-store sale items: These can only be exchanged, not refunded, and you have 14 days from the date of purchase to do it.
If you’re outside these windows, New Look states that returned items will simply be sent back to you, so it really does pay to act quickly once you decide something isn’t right.
Using the New Look Returns Portal
The easiest way to start a New Look return is through the official New Look returns portal. This is the system that generates your QR code or postage label and lets New Look track your parcel once it’s on its way back to them.
Here’s how the process works step by step:
- Go to the returns portal. New Look’s returns system is accessed through their official portal, which you can find linked from the Help Centre or directly through the order confirmation email you received when you placed your order.
- Enter your order details. You’ll need your order number and the email address or postcode used at checkout to pull up your order.
- Select the items you’re returning. Choose which products you want to send back and give a brief reason, which helps New Look improve their sizing and product information.
- Choose your return method. You can return for free by dropping the parcel off in a New Look store, or pay a small fee to use a courier drop-off point.
- Generate your QR code or label. The portal will issue a QR code for store returns or a printable label for courier returns.
- Pack your item securely. Use the original packaging if you still have it, or a suitable alternative bag. New Look no longer includes paper returns notes, so if you’re not using original packaging, write your order number clearly on a note and pop it inside the parcel.
Registering your return through the portal before you send it back is essential. New Look explicitly asks customers to register the return and include the order number with the parcel, so skipping this step can delay your refund or cause confusion when the item arrives at the warehouse.
New Look Return Options Explained
Once you’ve registered through the portal, you have two main ways to physically get your item back to New Look.
Free Returns In Store
Dropping your return off at a New Look store is completely free. After generating your QR code through the portal, simply package your items and take them to any New Look store.
A member of staff will scan your QR code and your return will be processed within 14 calendar days of drop-off. If you placed your order in-store originally, or you’re returning to a store in the Isle of Man or Channel Islands, you won’t need a QR code at all, since the refund is processed straight through the till.
Many stores now also have a self-service returns kiosk near the till point, which lets you scan your own QR code and complete the drop-off without waiting for a staff member.
Drop-Off Points (Evri or InPost)
If a store isn’t convenient, you can use a courier drop-off point instead.
New Look offers this through Evri ParcelShop or InPost lockers, and there’s a £2.95 charge for this service, which is deducted from your refund.
You’ll generate your QR code or label through the portal, pay at that point, then take your parcel to your chosen drop-off location. Refunds through this method are also processed within 14 calendar days of drop-off.
Returning to Store After Buying Online
If you’d rather skip couriers altogether, online orders can usually be returned to any New Look store using the same QR code system described above. It’s worth noting that this works one way only. Online orders can be returned in-store, but they cannot be exchanged in-store, so if you want a different size or colour, you’ll need to place a new order separately.
How Long Does a New Look Refund Take?
Once New Look receives your returned item, processing takes up to 14 calendar days. After that, allow a further 3 to 5 working days for the refund to actually appear back on your original payment method, since this final step depends on your bank or card provider.
Refunds are issued to the original payment method and in the original currency used at checkout. There are a couple of exceptions worth knowing:
- If you paid using a paper gift voucher, your refund will come back as a New Look gift card rather than cash.
- If you used a One4All card, hold onto that card, as your refund will be credited back to it. If you’ve lost the card, you’ll need to contact One4All directly to sort out your refund.
What Can’t Be Returned to New Look
For hygiene and safety reasons, certain items fall outside the standard New Look return policy:
- Pierced jewellery
- Cosmetics
- Face coverings
- Fragrances, once the original packaging has been opened or removed
- Tights and hosiery, once the original packaging has been opened or removed
Lingerie has its own set of rules. For online purchases, items must be tried on over your own underwear, kept unworn, and returned in their original packaging with all labelling intact. If a lingerie item shows signs of wear or arrives without its original packaging, New Look can refuse the refund.
For in-store purchases specifically, underwear, cosmetics, pierced jewellery, face coverings and perfume cannot be returned at all once bought.
Swimwear is another category to watch. The hygiene sticker needs to remain fully intact for a swimsuit or bikini to be eligible for return, so it’s worth trying items on with your own underwear underneath before removing that sticker.
None of these exceptions affect your statutory consumer rights. If an item is faulty, not as described, or you’re exercising your legal right to cancel under the Consumer Contracts Regulations, different rules apply and you should contact New Look’s customer service team directly.
Returning Without a Receipt or Returns Form
Lost your paper returns slip or never got a confirmation email? This isn’t necessarily a dead end. New Look can usually still process a return using your order number, dispatch note, or even a copy of your shipping confirmation email. If you’re returning to store, speaking to a member of the team and explaining the situation is usually enough to get things moving, though having some form of proof of purchase will always make the process faster.
Northern Ireland Returns
If you’re based in Northern Ireland, it’s worth double-checking the latest guidance before heading to a store, as New Look has updated how Northern Ireland returns to store are handled. The core 28 day window and refund process remain the same, but the logistics behind the scenes have changed, so checking the most current Help Centre article before you travel to a store is a sensible extra step.
Quick Checklist Before You Send Your New Look Return
- Check you’re within the 28 day window (14 days for sale items)
- Register your return through the official New Look returns portal first
- Keep items unworn, tagged, and in original condition
- Include all original parts, such as belts, spare buttons or branded packaging
- Write your order number on a note if you’re not using original packaging
- Choose free store drop-off, or pay £2.95 for a courier drop-off point
- Allow up to 14 days for processing, plus 3 to 5 working days for the refund to land
Frequently Asked Questions
How do I find the New Look returns portal? The portal link is included in your order confirmation email, and it’s also linked directly from the New Look Help Centre under the returns and refunds section.
Can I exchange an item instead of getting a refund? Exchanges are only available for in-store sale items. For everything else, including all online orders, you’ll need to return the item for a refund and place a new order if you want a different size or colour.
Does New Look charge for returns? Returning to a New Look store is free. Using a courier drop-off point through Evri or InPost costs £2.95, which comes out of your refund.
What if my item is faulty? Faulty items fall outside the standard change-of-mind policy and are covered by your statutory consumer rights instead. Contact New Look customer service directly rather than using the standard portal process.
How long does New Look take to refund my money? Up to 14 calendar days to process the return once it arrives, followed by 3 to 5 working days for the money to reach your account.
This article is based on New Look’s official UK returns and refund policy. Policies can change, so it’s always worth checking the New Look Help Centre directly before sending back a return if you want to confirm the very latest terms.