New Look is a long-standing British fashion brand with over 50 years on the high street, a registered UK company, and standard consumer protections in place. Trustpilot scores are middling, with recurring complaints around returns processing and customer service response times. Shoppers can buy with confidence but should be aware of reported delays during peak periods.
New Look is a British fashion retailer founded in 1969 in Taunton, Somerset, and has grown into one of the UK's most recognisable high-street brands. The company trades as New Look Retailers Ltd, is registered at Companies House (number 00554805), and operates newlook.com alongside a reduced but active physical store network following its 2020 CVA restructuring. The brand primarily targets women aged 16–35 but also stocks menswear and girls' clothing.
The main consumer concerns centre on post-purchase experience rather than legitimacy. Trustpilot reviews sit around 2.9 out of 5, with the most common complaints involving slow refund processing, returns not being acknowledged promptly, and difficulty reaching a human via customer service. UK consumer law protections — including the Consumer Rights Act 2015 — fully apply, and New Look does offer a 28-day returns window, but operationally this can fall short of expectations during busy periods. The 2020 CVA was a notable financial event but the business has continued trading and is not in administration.
UK shoppers buying from New Look are dealing with a legitimate, long-established retailer and face no significant fraud risk. However, if you anticipate needing to return items or resolve a dispute, document everything and use a payment method with buyer protection such as PayPal or a credit card. In-store returns are generally faster and less problematic than postal returns. New Look is a safe place to shop; just manage your expectations around customer service.