Can a retailer charge me for returns?

Yes, if it's clearly stated in their T&Cs. However, they cannot charge for returning faulty goods — that's always free under the Consumer Rights Act.

What if the item doesn't match the photos?

If an item is significantly different from how it was described or pictured online, it's 'not as described' under the Consumer Rights Act, and you're entitled to a full refund.

How long do I have to return online purchases?

You have 14 days from delivery to notify the retailer you want to return, then 14 more days to send it back. This applies to any online purchase regardless of the retailer's own policy.

Complain to New Look

UK fashion retailer — complaints about returns and refund delays

Fashion

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Common New Look Complaints

Item Not as Described

Clothing doesn't match the photos or description online

Return or Refund Problem

Retailer refusing returns or charging unfair return fees

Poor Quality

Item fell apart, shrank, or was clearly defective

Sizing Inconsistency

Size dramatically different from size guide

Laws That Protect You

Consumer Rights Act 2015

Clothing must be of satisfactory quality, fit for purpose, and as described.

Section 9Section 10Section 11

Consumer Contracts Regulations 2013

14-day cooling-off period for online fashion purchases.

Regulation 29Regulation 30

Tips for New Look Complaints

You have 14 days to return online purchases for any reason (cooling-off period)
Keep all packaging and tags if you're considering a return
Take photos of items that don't match the online description
Faulty items can be returned beyond the normal return window
Retailers can charge for returns if clearly stated in their T&Cs, but not for faulty items

If New Look Doesn't Respond

1
Customer Service
Allow 14 days
Contact the retailer's customer service through their app, email, or social media
2
Formal Complaint
Send a written complaint citing the Consumer Rights Act
3
Chargeback / Section 75
Dispute charges with your bank if the retailer refuses a valid refund
4
Small Claims Court
File a claim for refused refunds on faulty goods
Visit website

Contact Emails

customerservices@newlook.com

Customer Service

Expected Response Time

14 days

Fashion retailers should respond within 14 days. For online purchases, your 14-day cooling-off period starts from delivery.

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Frequently Asked Questions

Other Fashion Companies

H&M

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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to New Look or any of the companies listed on this site. Contact information is sourced from publicly available company websites. Statistics shown are based solely on cases filed through our platform. This page is for informational purposes only and does not constitute legal advice.