New Look Returns UK: 28 Days, Sale Items and Store Rules

New Look uses a 28-day headline for many unwanted purchases, but sale goods need closer attention. Its current help page separates online sale items from sale items bought in a shop, so checking the receipt or delivery date and the purchase channel is more useful than relying on one number.

Start with the purchase record

Eligible full-price and promotional-discount items can generally be returned within 28 days. For online sale items, New Look says customers should notify the retailer within 14 days of receipt and then return the goods within the following 14 days.

These points come from New Look’s New Look official UK guidance. In-store sale items are listed as exchange-only within 14 days of the receipt date under the published policy.

The part worth checking twice

• Items should be unworn and in their original condition.
• A valid receipt or order number is required, and refunds normally go back to the original payment method unless another stated option is selected.
• Do not treat an in-store sale purchase as if it were an online sale order; the available outcome can differ.
• Keep labels and hygiene protections intact until you have decided to keep the item.

A simple situation that shows the difference

You bought a sale jacket online and a full-price top in a shop on the same day. The two items do not share the same starting date or necessarily the same return outcome. Check the online delivery date for the jacket and the store receipt for the top.

Our Next returns guide covers Next’s own deadlines and return routes when the garment came from that retailer instead.

What to keep before you contact support

For New Look, keep the order number or receipt, the exact item name, the purchase or delivery date, and any return or tracking reference. Use the order number for an online return rather than relying on a card statement if the portal asks for the order record.

Official support and tracking

Start online returns through New Look's returns portal and use the receipt for store purchases. If an item is faulty, describe the fault through the retailer's help route rather than selecting a simple unwanted-item reason.

A valid receipt or order number is required, and refunds normally go back to the original payment method unless another stated option is selected. Do not treat an in-store sale purchase as if it were an online sale order; the available outcome can differ.