New Look Returns in the UK: Policy, Time Limits, Refunds and Step-by-Step Guide (Online, In-Store)
If you’re here for the straight answer: most New Look returns in the UK can be made within 28 days of purchase (in-store) or receipt/collection (online), as long as the items are unworn and in original condition.
Online sale items follow a different rule: you typically need to notify New Look within 14 days of receiving your order and then return the items within a further 14 days.
Refunds are typically processed within approximately 14 calendar days after your return is dropped off, and then it may take a few working days for the refund to appear back on your original payment method.
Below is an explanation of how New Look returns work in the UK, including the deadlines, the correct return route to use, and what to expect from the refund timeline.
New Look returns: UK policy explained (complete guide)
To get your return done smoothly, focus on these three factors first:
- Where you bought it (online vs in-store)
- Whether it was a sale (sale rules often change the timeline)
- Why you’re returning (changed mind vs faulty item, your rights differ)
Return windows in the UK
| Purchase type | What you can do | Typical time limit (summary) | Key notes |
|---|---|---|---|
| Online (most items) | Return for refund | 28 days | Time usually runs from delivery/collection. |
| Online sale items | Return for refund | Notify within 14 days + return within a further 14 days | Don’t wait until the last minute; register early. |
| In-store (full price) | Refund or exchange | 28 days | Receipt/proof of purchase is normally required. |
| In-store sale items | Exchange only | 14 days | Often, no refund, exchange only (policy). |
Find your purchase type in the table, then follow the matching return steps further down the page.
Return methods: in-store vs drop-off vs collection
Most people return online orders in one of two ways:
| Return route | Cost (typical) | Best for | What you’ll need |
|---|---|---|---|
| Return to a New Look store (online orders) | Free | Fastest + avoids return fees | QR code from the returns process (or order info). |
| Return via drop-off/carrier/home collection | Fee often applies | Convenience | QR/label generated during return registration. |
If you can return in-store, it’s usually the quickest route and often the cheapest.
How long do New Look refunds take?
Refund time is usually a two-stage process:
| Stage | What’s happening | Typical timeframe |
|---|---|---|
| Return processing | New Look receives/scans, and processes your return | Up to ~14 calendar days after drop-off |
| Payment provider time | Your bank/card provider posts it back to your account | Often ~3–5 working days after processing |
This matters because the refund has two parts: New Look has to process the return first, then your bank/provider posts the money back.
How to return an online New Look order?
For online orders, this is the most reliable way to return items with minimal delays:
Step 1: Register your return
Use the returns process to create your return first. This links the return to your order and generates a QR code or label for your chosen method.
Step 2: Choose your return method
Choose the return method you’ll actually use (store is easiest if you’re nearby):
- Return in-store (usually the easiest and often free)
- Drop-off/locker/collection (more convenient but may have a fee)
Step 3: Package your items properly
- Keep items unworn and in resale condition.
- Include all parts (e.g., belt with a dress, spare buttons, branded packaging if it matters).
- If you’re not using the original bag/packaging, include a note with your order number inside the parcel.
Step 4: Drop off and keep proof
Take a photo of:
- The parcel before you hand it over
- Your drop-off receipt/confirmation screen
Step 5: Track and wait for processing
Watch for confirmation updates. Refunds generally show up after the processing + bank timelines described above.
New Look returns for online sale items (do this early)
Online sale items often use a notify then return approach:
- Notify/register the return within the first 14 days of receiving the order
- Then return the items within a further 14 days
Register the return as soon as you decide, especially for sale items, so you don’t miss the notification window.
Common mistakes to avoid
People treat sale items like the standard 28-day window and only start the return at the end. If your item is a sale purchase, don’t do that; start the process early.
Can you return an online New Look order in store?
Usually, yes, and for most shoppers, it’s the most convenient option.
What you should bring
- The item(s) in original condition
- Your order information (order confirmation email, order number, or whatever the returns process gives you)
- The QR code if the system requires store scanning
Why store returns are popular
- Often faster (items get scanned sooner)
- Often cheaper (commonly avoids the paid carrier return route)
- Less chance of “lost in transit” stress
In-store purchases: New Look returns policy what’s different?
If you bought in a physical New Look store, returns are usually governed by store policy (unless the item is faulty).
Typical in-store return rules
- You usually need proof of purchase (receipt is best)
- Items should be unworn and in original condition
- Returns are generally within a set window (commonly 28 days for most items)
In-store sale items
These often have tighter rules (for example, exchange-only and a shorter window). If your item was discounted in-store, check your receipt and return quickly.
What condition do items need to be in?
Even if you’re within the time limit, returns can be rejected if the item isn’t in an acceptable condition. In practice, that means:
- Unworn (trying on is fine; wearing out and about usually isn’t)
- Clean (no makeup marks, perfume smells, deodorant transfer)
- Tags attached where applicable
- Hygiene seals intact where relevant
- All parts included (straps, belts, accessories, inserts)
If you’re unsure about the condition, take a couple of quick photos before returning, especially if there’s any chance you’ll need evidence later.
What items might be excluded from returns?
Some items are commonly excluded for hygiene reasons (or only returnable under certain conditions). This can include things like:
- cosmetics or beauty items
- pierced jewellery
- hosiery/tights if packaging has been opened
- anything with a broken hygiene seal
This doesn’t stop you from raising a return if the item is faulty, but it can block “changed your mind” returns.
Faulty items: what to do and why this is different
A faulty item isn’t the same as a normal return. If something is defective, damaged, or not as described, your consumer rights apply.
What you should do immediately
- Take clear photos/videos showing the fault
- Keep the packaging and proof of purchase
- Stop using/wearing the item (further wear can complicate claims)
- Contact customer support or follow the retailer’s faulty-item process
What you can usually ask for
Depending on timing and circumstances, typical remedies include:
- A refund
- A replacement
- A repair (less common for fashion items)
If you’re within a short timeframe after purchase and the item is clearly faulty, you generally have stronger rights than a simple change of mind return.
Delivery charges: are they refundable?
This depends on why you’re returning and the type of order.
- If you changed your mind, retailers often refund the goods but may not refund return costs or some delivery charges (depending on their terms).
- If the item is faulty or the retailer made an error, you’re typically in a stronger position to ask for postage/delivery costs back.
If getting delivery costs back matters to you, do this:
- Confirm what delivery option was chosen (standard vs premium/express)
- Keep the order confirmation showing the delivery fee
- Ask support explicitly about delivery fee refunds as part of your case
Returns troubleshooting
The returns portal isn’t recognising your details
Try these quick fixes first:
- Copy/paste your order number instead of typing
- Check you’re using the same email used at checkout
- Confirm whether it was a guest checkout vs account checkout
- Try another browser or private/incognito mode
You didn’t get a returns email/QR code
- Check spam/junk folders
- Search your inbox for return, New Look, QR, label
- Log back into your account and re-open the returns section
- Take a screenshot of your return confirmation page for proof
Tracking hasn’t updated
Tracking often lags. If you have drop-off proof, you’re usually covered. If it’s been a long time with no movement, contact support with:
- Order number
- Return date
- Drop-off receipt screenshot
You’re returning multiple parcels
If you split your return, make sure each parcel is traceable and linked (often meaning separate labels/QR codes). Don’t assume one label covers multiple parcels unless the system explicitly says so.
Contacting New Look about a return
When you message support, include everything in the first note:
- Order number
- E-mail used to order
- Return method (store/drop-off/collection)
- Date you dropped it off
- Proof of drop-off (photo/screenshot)
- What outcome you want (refund/replacement / faulty claim)
This usually speeds things up because support has everything they need in one message.
What people talk about the new look returns online?
What’s with clothing retail shops being coercive when you say no to an email receipt?
byu/OriginalIce4073 inAskUK
Boohoo Gift Card Refund Scam – Any one had a resolution with this?
byu/champagnecandles inLegalAdviceUK
Key takeaways
- New Look returns are usually easiest when you act early, keep items in original condition, and register the return properly.
- For most non-sale items, the working expectation is 28 days (with conditions).
- Online sale items can run on a 14-day notification + 14-day return structure.
- Refunds usually take processing time + bank time, so don’t judge it by “drop-off day = refund day.”
- If the item is faulty, treat it as a faulty claim (photos + proof + clear wording), not a standard “changed my mind” return.
FAQs
What is New Look’s returns policy in the UK?
Most returns are typically allowed within 28 days for standard items, provided they’re unworn and in original condition. Online sale items often follow a notify within 14 days + return within a further 14 days structure.
Are New Look returns free?
Returning online orders in-store is often the free/cheapest route. Carrier/drop-off/collection options may carry a fee depending on the method.
How long do New Look refunds take?
Commonly, returns are processed within about 14 calendar days after drop-off, and then your bank/payment provider may take a few working days to show the credit.
Can I return New Look sale items?
Yes, but sale items can have different time limits and sometimes different refund/exchange rules depending on whether you bought online or in store. Start the return early to avoid missing the window.
Do I need a receipt to return to New Look?
For in-store purchases, proof of purchase is usually expected. For online orders, order confirmation details usually act as proof.
Author expertise note
I’ve written and reviewed consumer-facing retail guides for years, including UK returns policies and common refund issues, and I’ve based this article on how the process works in practice as well as what retailers publish in their official guidance.
