New Look: removing barriers to purchases
New Look puts the emphasis on speed and convenience for fast fashion shoppers who want to get hold of the latest styles quickly.
InternetRetailing research scores the retailer highly in this Dimension for a wide choice of options for delivery, collections and returns. Researchers found that its standard service takes between two and four working days, and costs £3.99, which is 7% cheaper than the average cost of delivery offered by IRUK Top500 retailers. Standard click and collect takes three to five working days to arrive with the customer and is free on orders that cost more than £19.99.
Shoppers who want items more quickly, or delivered to a more convenient point, can choose from a wide variety of options. Next-day delivery is free for orders worth over £75 and shoppers can choose the one-hour delivery slot that suits them best. Next-day click and collect costs £2.99, or is free for those spending more than £45.
Other available options include next evening, nominated day and time, Saturday and Sunday delivery, plus collections from third-party pick-up locations operated by Doddle and Collect+. It is among the 23% of Top500 retailers that offer pick-up from a third-party location.
Returns are also straightforward, being free to New Look stores, via Collect+ stores and Doddle stores within 28 days of purchase. Items can also be returned by post within this period.
New Look promises to process any refund in five days, which is impressively 44% faster than the average Top500 retailer.
Its approach reflects the fashion retailer’s recognition of the importance of making buying as easy as possible. “Across all our channels, in-store, online or via click-and-collect, we are ensuring that shopping with New Look is as seamless and convenient as possible,” said chief executive Anders Kristiansen, speaking at the time of New Look’s latest full-year results (for the year to 26 March 2016) and after a year that included the launch of its next-day click-and-collect service. The retailer provides a variety of support for customers looking to see where an order is. They can track orders on the website or on the courier’s mobile app or, should they require more general information, look for answers to their delivery questions via an FAQ section on the site. Should self-help fail, shoppers can ask questions through Facebook and Twitter, or request a callback via an email from the website.