New Look Return Policy: 28 Days, Sale Rules and Christmas 2026

New Look's UK returns policy applies to New Look Retailers Limited's fashion business. Browse more UK store return guides to compare retailers.

New Look return rules at a glance

Sources: New Look's time limits, store policy, HS instructions, faulty help and festive notice.

28 days applies to eligible full-price and promotional-discount purchases. New Look counts online orders from receipt or collection and store purchases from the purchase date on the receipt.

New Look's time-limit guidance does not specify calendar versus working days, whether the first day counts, or whether online registration, posting or warehouse arrival meets the deadline. Hand parcels over several days early and keep proof. New Look refuses late, worn or unsellable change-of-mind returns; sale purchases need earlier action.

Sale Items: 14 + 14 Days Online, Exchange-Only in Store

New Look's sale rules require online customers to notify it within 14 days of receiving the order, then return items within another 14 days. Store sale purchases are exchange-only within 14 days, with a receipt.

Promotional discounts retain 28 days; they are distinct from sale pricing. New Look does not define dispatch versus arrival for the second online sale stage, so send early. Sale goods keep their statutory rights (see the faulty-items section).

Register online returns in the returns portal, seal the parcel with its order number, then use store drop-off free or Evri or InPost for £2.95 (free with an eligible Delivery Pass).

New Look's methods help offers free store drop-off; a passage in its Terms of Sale instead describes postal-only returns and says stores cannot refund or exchange. Use store drop-off only if the portal offers it for your order; otherwise choose Evri or InPost or ask Customer Care. The portal's order-specific choices or Customer Care should confirm your route.

Returning an Online Order to a New Look Store

New Look's online-to-store instructions require registration before the visit. Use the store finder to locate a branch.

1. Create the return in the portal and obtain the QR code or return email. Check that store drop-off is offered before travelling.
2. Pack and seal the original bag or a suitable alternative. Include the order number; no printed returns form is needed.
3. Complete drop-off. Staff can scan the QR at the till. At a self-service kiosk, open the return-email link, enter the poster's four-digit code, wait for the drop-off email, then put the bag in the drawer.

Keep the confirmation. An online parcel goes to the returns centre; handing it to till staff does not produce an immediate till refund.

Evri and InPost Drop-Off

New Look advertises Evri ParcelShop/Locker and InPost at £2.95, paid when the QR code or label is generated. New Look's returns policy tells InPost users to follow InPost's prohibited-items rules, which exclude liquids, so an eligible fragrance return may need store drop-off or another route the portal offers.

Guest shoppers can use their order number plus the email address or the last four digits of the phone number used for the order; the number is available in the order confirmation, account or original parcel labels.

Each parcel needs a single-use label. For multiple bags from one order, create labels one at a time, selecting the items in each bag; package separate orders separately. New Look does not publish the total charge for several parcels: check the portal before paying.

Returning Something Bought in a New Look Store

Take store purchases to any UK New Look store with the receipt or e-receipt and original payment card. New Look's store-purchase guidance says they cannot go to the warehouse.

Orders placed or paid in store with numbers starting HS, including branded items, go to a store till without a QR; bring the order number or till receipt or e-receipt and payment card. Someone else can return a purchase with the receipt and card; without the card, the store issues a New Look gift card.

Channel Islands and Isle of Man

These islands sit outside the mainland UK rules. New Look's store-return help describes Channel Islands till returns without QR, with the original card; online Third Party Brand items instead go to the warehouse. Its methods page and policy word the Isle of Man process differently. Contact Customer Care before taking an online order to an Isle of Man store; confirm the route and any charge first.

Store drop-off is free; the advertised Evri or InPost charge is £2.95, paid at QR code or label creation. New Look's label-refund help says paid labels are non-refundable; contact Customer Care about mistakes. Its pages do not list a restocking or other general return charge.

New Look's time-limit help and cancellation help say full delivery costs are refunded when the entire order is returned within 14 days of receipt; its Terms of Sale limit cancellation refunds to the cheapest standard delivery. Expect standard delivery back in that scenario, without counting on a premium refund; check the refund confirmation. Delivery refunds on partial or later returns are not published: ask Customer Care.

For comparison, Next's return costs include £2.50 courier returns and free store returns. Change-of-mind law permits disclosed direct return costs to fall on shoppers; faulty goods have separate rights.

Do Delivery Pass Members Get Free Returns?

Yes: Delivery Pass covers UK orders placed with or after buying the pass, until expiry; some methods depend on postcode.

If charged, enter the unique code from your account's Delivery Pass section on the portal's method-selection page. Club New Look is separate: no extended window or free-carrier benefit is published, and refunds cover the amount actually paid after savings.

No, for ordinary store change-of-mind returns: New Look's lost-receipt answer requires a valid receipt. Missing paper is different from having no proof:

• Till receipt: bring it for a store purchase.
• E-receipt: show the emailed receipt to staff.
• Gift: bring a receipt, gift receipt or order number.
• Online order: use the order number with the order email address or phone number; a printed returns form is unnecessary.

New Look does not publish bank-statement, ID-only or payment-card lookup alternatives for voluntary returns; ask Customer Care rather than assuming credit is available. Faulty-goods legal proof can include a bank statement. Compare Primark's receipt requirements if you also shop there.

Can You Return a New Look Gift?

New Look's gift guidance requires a valid receipt, gift receipt or order number; without proof, no refund or exchange is offered. The gift-receipt refund destination is not published, so ask the store before handing over the gift.

New Look's festive notice lets unwanted gifts bought online or in store from 26 October 2026 to 6 December 2026 be returned until 3 January 2027. Normal condition, proof and category restrictions remain.

Sale goods retain their ordinary rules: online notification within 14 days plus another 14 to return; store sale exchange-only within 14 days.

Example: Assume an eligible full-price jumper is bought online as a gift on 1 November 2026, kept unworn with tags and returned with its order number. The festive deadline is 3 January 2027, beyond the ordinary 28-day period; the notice supplies no postal cut-off.

Does 3 January Mean Posted or Received?

New Look does not publish whether the postal deadline means registration, dispatch or warehouse receipt, or whether non-gift purchases qualify. Hand the gift to a store or carrier well before 3 January 2027, keep proof and do not count on a grace period for weekends or store closures; none is published.

Allow up to 14 calendar days from drop-off, then 3–5 working days for an online original-payment refund to appear. New Look's refund FAQ also describes bank posting as up to five working days; large returns may be refunded in parts.

Carrier returns have emailed tracking links; store drop-offs have confirmation emails but are not trackable. Keep proof until paid; contact Customer Care if unresolved after 14 days.

Gift-Card Refunds and Mixed Payments

Card, Apple Pay and Google Pay online shoppers can choose a digital gift-card refund when creating the return. The card lasts 12 months and is emailed when items are received; the chosen refund method cannot later be changed.

Purchases paid wholly by New Look gift card refund to that card. Mixed payments refund the gift-card portion first, then any balance to the payment card: keep the original gift card. Store payments with paper One4All or Love2Shop vouchers refund to a New Look gift card; payment cards and e-gift cards return to the original method.

PayPal and Klarna Refunds

New Look's PayPal help sends ordinary UK store drop-offs to the returns centre, reserving linked-card till refunds for the islands; its Terms of Sale instead say store PayPal refunds go to the linked bank card. Watch both your PayPal account and the linked card, check any destination New Look's refund emails show, and contact Customer Care if it is unclear. Klarna-specific timing is not published: check the app after confirmation and ask Customer Care about discrepancies.

Online orders cannot be exchanged directly, even in store, according to New Look's exchange guidance. Return for a refund and reorder, subject to stock.

Store purchases can be exchanged within their window; store sale purchases are exchange-only within 14 days. New Look's discount-return help says a refund is for the discounted amount you paid, and the original promotion does not carry over to an exchange or a later purchase. Exchange fees and other price differences are not published: ask before agreeing. Compare River Island's size-swap rules when considering other fashion retailers.

New Look requires unworn items in original condition with tags attached; shoes must have no outdoor wear or scuffed soles. Its refund exceptions distinguish online and store purchases:

These voluntary rules do not remove faulty or not-as-described rights. A universal rule for opened items or accessories, Re-Fashion pre-loved rules and an exhaustive brand list are not published in the available guidance; ask Customer Care about the specific item and seller.

Third Party Brands and New Look Items Bought Elsewhere

Third Party Brand items bought online from New Look use its free store or paid carrier routes, subject to the Channel Islands exception and portal availability. New Look items bought elsewhere go back to that retailer, faults included. The Terms allow separate third-party contracts where the order identifies that seller; no seller roster or seller-specific return terms are published in the available guidance. Check the order confirmation before pursuing a faulty-item claim.

New Look's faulty-item help offers store assessment for online and store purchases. Within the online return period, use the portal's “faulty” reason and keep proof of postage; after 28 days, contact Customer Care. Keep any other items the product damaged.

Statutory rights survive voluntary deadlines and sale restrictions. The Consumer Rights Act 2015, section 22 generally gives 30 days to reject faulty goods, counted from the day after you take delivery. Tell the seller you are rejecting them within that period. This is separate from New Look's 28-day change-of-mind window, and repair or replacement rights continue after day 30. GOV.UK accepts other purchase evidence, including bank statements, for legal remedies.

Citizens Advice says retailers should cover faulty-goods return costs. New Look's fee-waiver mechanism and a remote route for store-bought faulty items are not published: contact Customer Care before paying £2.95.

This guide cannot settle the unpublished deadline milestone, multi-parcel fee or disputed Isle of Man process. Confirm through the portal, refund emails or Customer Care; how we check retailer policies explains the source-based approach.

Cancelling an Online Order Within 14 Days

New Look's cancel/amend help says the account or guest order page normally shows a Cancel Order option for about 20 minutes straight after ordering; near delivery cut-off, it can be shorter or unavailable. Only the whole order can be cancelled, and orders cannot be amended. This is separate from the legal 14-day right below.

Most eligible online goods have a legal 14-day cancellation right; in-store change of mind has no automatic refund right. Exceptions include personalised or perishable goods and qualifying unsealed hygiene goods.

Under the Consumer Contracts Regulations 2013, regulations 30, 34 and 35, count 14 days from the day after receipt, using the last goods for split deliveries. Send goods back without undue delay, within 14 days after notice. Unless collection is offered, refund is due within 14 days of return receipt or evidence of sending, whichever is earlier. Standard outward delivery is included; premium upgrades need not be. No reimbursement fee applies, though excessive handling can reduce the refund; the same payment method applies unless expressly agreed otherwise.

New Look's cancellation help counts from the day after receipt initially, but later wording and its terms count receipt day. The law uses the day after. To be safe, send notice by New Look's stricter count, treating the delivery day as day one. Keep dated evidence of notice, using its contact form.

Example: Assume eligible goods arrive in one delivery on 28 October 2026 with no special exception. The statutory notice deadline is 11 November 2026; notify by 10 November to satisfy New Look's stricter count. If notified on 11 November, send goods by 25 November 2026. This is statutory counting, not New Look's voluntary 28-day policy.

Six checks before you hand a New Look return over:

• Check free store drop-off or an eligible Delivery Pass before paying £2.95.
• Register online parcels first; store drop-off does not mean an immediate till refund.
• Notify online sale returns within 14 days, rather than assuming 28 days to decide.
• Choose a digital gift-card refund only if you accept the irreversible choice.
• Keep different orders separate and never reuse a parcel label.
• Do not assume 3 January covers sale goods or non-gift purchases.

All sources below checked 28 October 2026.

• Policy and deadlines: What is your returns policy?; How long do I have to return my items?; What is your in-store returns policy?; Can I return sale items?.
• Return methods: How do I return my order?; How do I return an order to a New Look store?; How do I return an in store purchase?; How do I Use a Self-Service Returns Kiosk?.
• Receipts and gifts: I've lost my receipt, can I still get a refund?; Can I get a refund with an e-receipt?; I don't have my returns form, can I still return?; Can I return a gift?.
• Exceptions and brands: What are the refund exceptions for purchases?; How do I return a branded Item?; Can I return a New Look item purchased through another retailer to you?.
• Refunds and exchanges: Can I get a full refund for items purchased with a discount?; I have returned my order, when will I get a refund?; Can I get an exchange for my online purchase?; Can I get refund through PayPal in store?.
• Gift cards: Can I return items bought with a gift card?; How does refund to Gift Card work?.
• Faults and Christmas: My item is faulty. What do I do?; What is your Festive Returns Policy?.
• Cancellation and terms: Can I cancel or amend my order?; What are my cancellation rights?; Terms of Sale.
• Memberships: What delivery/returns methods are free with a Delivery Pass?; How do I get free returns with my delivery pass?; Club New Look - T&C's.
• Parcels and labels: I need to return my order in more than one parcel, do I need multiple returns labels?; Can I return two orders in the same parcel?; Can I get a refund for my returns label?; I checked out as a guest, can I create a returns label?.
• Return actions: New Look Primary Returns Portal; How do I contact you?; New Look store finder.
• Consumer rights: Accepting returns and giving refunds: the law; Return faulty goods; Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; Consumer Rights Act 2015, section 22: Time limit for short-term right to reject.
• Faulty return costs: Citizens Advice explanation.