New Look Return Policy: Full Guide for Store & Online Orders

Whether you bought a new outfit in store or ordered a big haul online, knowing New Look’s return policy makes life a lot easier.
The good news: most items can be returned as long as you’re within the time limit, the item is unworn, and you’ve got proof of
purchase. There are special rules for sale items, online orders, and hygiene-sensitive products, so this guide walks you through
everything in simple terms.

Key Points at a Glance

Standard window: You can return most full-price items within 28 days.
Online vs in-store: Returns are allowed for both, but sale items are treated differently.
Online sale items: Notify New Look within 14 days of receiving them, then you have another 14 days to send them back.
In-store sale items: Exchange only within 14 days of purchase, not a refund.
Return options: Free returns to New Look stores; paid returns (usually around £2.95) via Evri ParcelShop, Evri home collection or InPost.
Condition: Items must be unworn, in original condition, with tags attached and within the returns period.
Exceptions: Pierced jewellery, some cosmetics, face coverings, opened fragrances and certain food/alcohol items can’t be refunded for change of mind.

How Long You Have to Return Items

Online Purchases

You can return most online purchases within 28 days of receiving your order.
For online sale items, you must:
- Notify New Look within 14 days of receiving the order that you’re returning, and
- Have another 14 days after that to actually send the items back.
Items must be unworn, in original condition, and linked to a valid order number.

In-Store Purchases

You can return full-price items within 28 days of purchase.
Sale items bought in store can be returned within 14 days but are usually exchange only (no cash/card refund).
You’ll need your receipt or proof of purchase for any refund or exchange.

These store rules are New Look’s own policy and sit alongside your legal rights, especially for faulty goods and online orders.

Returning In-Store Purchases

If you bought an item in a New Look store and changed your mind:

Take the item back to any New Look store in the same country of purchase.
Make sure:
- It’s unworn and in its original condition.
- All tags and labels are still attached.
- You have your receipt.
Full-price items: you can usually choose a refund or exchange.
In-store sale items: within 14 days you can usually get an exchange only, not a refund.

All in-store refunds are issued back to the original payment method (same card, same wallet, etc.), in the original currency.

Returning Online Orders

You have two main options for online orders: returning via a New Look store or using a paid drop-off / collection service.

1. Free Store Drop-Off

Log into the New Look returns portal and register your return to generate a QR code.
Package your item(s) in the original bag or a suitable alternative. Include your order number (on a note if needed).
Take the parcel and QR code to a New Look store. A staff member will scan your code and send the parcel back.
Your return is processed within about 14 calendar days after you drop it off; then allow 3–5 working days for the refund to appear on your card or payment method.

2. Paid Home Collection & Drop-Off Points

Use the returns portal and select Evri ParcelShop, Evri home collection or InPost locker.
You’ll usually pay a returns fee (often around £2.95) at the time of creating your label / QR code.
Pack items securely, include your order number, and drop off or wait for collection as instructed.
New Look aims to process your return within around 14 calendar days of drop-off, then it’s 3–5 working days for your bank to show the refund.

Postal / courier returns are best for when you can’t easily reach a store, but store drop-off is usually the quickest and cheapest option.

Sale Items: Different Rules

Sale items are handled a bit differently from full-price products:

Sale Items Bought Online

You must notify New Look within 14 days of receiving your order that you want to return sale items.
You then have another 14 days from the date of notification to send them back.
You can return by post (paid) or in store (free drop-off) within that timeframe, for a refund if the items are unworn and in original condition.

Sale Items Bought In Store

You have 14 days from the date of purchase.
Sale items are normally exchange only in store, not refunded.
You must have your receipt and the items must be in resaleable condition.

Refund Exceptions & Non-Returnable Items

For hygiene and safety reasons, some items cannot be refunded or exchanged if you simply change your mind.

Pierced jewellery, cosmetics, face coverings: no refunds for change of mind.
Tights / hosiery: non-refundable if the original packaging has been removed.
Fragrances: no refunds or exchanges if the original packaging has been opened or removed.
Lingerie: must be tried on over your own underwear. It has to be unworn and returned in original packaging with labels intact, or it won’t be refunded.
Swimwear: hygiene stickers must be fully intact. If the sticker is missing or tampered with, the item won’t be eligible for a refund.
Personalised and perishable goods, gift food, products containing alcohol: non-refundable unless faulty.
Third-party brand items for the Channel Islands: some can only be returned via the warehouse, not in store.
Anything outside the returns period or in an obviously worn / unsellable condition will not be accepted.

Purchases made with multi-retail paper vouchers (like Love2Shop or One4All) are usually refunded onto a New Look gift card, not back to the original voucher.

Festive / Christmas Returns

Around the Christmas period, New Look usually offers an extended festive returns window for both online and in-store purchases:

Gifts bought in the run-up to Christmas (often from late October to early December) can usually be returned into early January.
Sale items may still follow the standard 14-day exchange/refund rules, even during the festive extension.
The exact dates change each year, so it’s always worth checking New Look’s current “Festive Returns Policy” on their Help Centre or your receipt.

How Refunds Are Paid & How Long They Take

Once New Look has processed your return:

Refunds are always made to the original payment method where possible (same card, same digital wallet, same PayPal account, etc.).
For store refunds to card, banks usually take about 3–5 working days to show the money, though it can be quicker or slower depending on your provider.
For returns dropped off in-store or via a drop-off point, New Look aims to process them within about 14 calendar days from the date you handed them over.
If you paid using a New Look gift card or e-gift card, refunds for that portion are generally applied back to a gift card.

Quick FAQ: New Look Returns

Can I return online orders to a New Look store?
Yes. You can bring online orders to any New Look store in the same country for free drop-off, as long as you’re within the correct return window and the items are unworn with tags.
Do I have to pay to return?
Store returns are free. If you use home collection or parcel drop-off (Evri / InPost), there is usually a small charge (around £2.95) deducted or paid when you book the return.
What if I don’t have my receipt?
For in-store purchases, a receipt or clear proof of purchase is normally required for a refund or exchange. For online orders, your order confirmation and the order number act as proof.
Can I return jewellery, cosmetics or underwear?
Pierced jewellery, face coverings and many cosmetics are non-returnable for hygiene reasons. Lingerie and swimwear can be returned only if unworn, with original packaging, labels and hygiene stickers completely intact.
Are my legal rights affected?
No. New Look’s policy is in addition to your statutory rights, including the right to return faulty items and the standard cooling-off rights for most online purchases.

Summary

In short, New Look gives you 28 days for most returns, with special 14+14 rules for online sale items and
exchange-only rules for sale items bought in store. Keep your receipts, keep tags on until you’re sure, and use free
store returns where you can for the quickest and cheapest experience. If you’re ever unsure, check the latest Help Centre pages or ask
in store before you travel with your return.