Ordering and Returns for Canada – Help Centre Home

ORDERING

The shipping times listed in the table below are the expected delivery times for orders outside of the UK, however this does not take into account possible delays if your parcel is subject to checks by your local customs authority.

We would ask you to allow 21 days from order to receive your item(s), prior to further investigation.

Delivery to Canada
Standard	Express
Delivery expected within 6-8 working days* Delivery charge: 9€* Monday to Friday excluded bank holidays: 03/01, 15/04, 01/07, 05/09, 10/10, 26/12 Free on orders containing full price items totalling 65€ or over.	Delivery expected within 2-4 working days Delivery charge: 25€* *Free on orders containing full price items totalling 120€ or over.
*Please note you are responsible for any duties, taxes or additional costs levied on your product at the time of importation, and for paying those costs. We recommend you contact your local customs authority or post office (where applicable) to learn more about customs restrictions and possible costs prior to placing an order.	* Please note you are responsible for any duties, taxes or additional costs levied on your product at the time of importation, and for paying those costs. We recommend you contact your local customs authority or post office (where applicable) to learn more about customs restrictions and possible costs prior to placing an order.
Any refunds of Customs/VAT are not New Look's responsibility and must be claimed directly from whichever organisation that issued the Customs/VAT invoice and which would be able to better assist you if further support is needed.	Any refunds of Customs/VAT are not New Look's responsibility and must be claimed directly from whichever organisation that issued the Customs/VAT invoice and which would be able to better assist you if further support is needed.

RETURNS

Should you receive a seemingly faulty or not as described item, please contact our Customer Care Team prior to returning such items and we will resolve the issue as quickly as possible. We cannot guarantee a refund of return costs unless previously agreed.

Please to allow 15 working days after your parcel has arrived back to our warehouse for your refund to be processed.

Returns Address:

New Look Returns
Ore Close
Lymedale Business Park
Newcastle Under Lyme
Staffordshire
ST5 9QD

England

How to return:

Package your items and the delivery slip into the original bag or another suitable bag
If you no longer have the delivery slip, please write your full name, billing address, order number and description / code of the returned items on a sheet of paper to be inserted in the package
Make sure that your returned items are carefully packaged so that they are not damaged in transit
We no longer offer return labels. Please write our address on a label or a sheet of paper to stick on your package
Remember to ask for a receipt as proof of shipment and to use a tracked return method

Return costs are your responsibility.

Delivery to Canada

Standard

Express

9€*

25€*

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