High street fashion chain is making a big change at stores – and it can help shoppers avoid queues

High street fashion chain is making a big change at stores – and it can help shoppers avoid queues

A HIGH street fashion chain is making a big change in stores and it could help shoppers avoid wasting time queuing.

New Look has partnered with ZigZag Global to roll out return kiosks across a selection of its branches this week.

New Look is rolling out return kiosks at its stores


New Look is rolling out return kiosks at its storesCredit: Getty

It is hoped the new kiosks will streamline the process for shoppers meaning they don’t have to queue at tills.

Customers are currently charged £1.99 to return clothes and other fashion items online but it’s free in-store.

New Look said the kiosks would be “easy to find” and staff would be on hand to help customers struggling to work them.

It also said the move will reduce the amount of time staff spend on processing returns.

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Rachel Troke, senior product manager, said “one of the key drivers” for launching the kiosks was to collect data from customers on why they are returning items in-store.

She added: “We suspected that customers were perhaps too shy to dive into the exact reason for making the return with the store colleague.

“It is understandable to not want to discuss potential sizing issues with a stranger.

“The in-store kiosks bring back that comforting anonymity you get with online returns for the customers whilst providing better data for our buying teams.

ZigZag co-founder and chief executive Al Gerrie added: “This latest innovative approach from New Look will provide customers with a free returns option, improving customer satisfaction whilst driving footfall to New Look’s shops. A win for all.”

New Look is yet to confirm how many stores will have the new kiosks.

It comes after New Look closed two of its stores in a blow to the high street.

Among the closures was its branch at the Kings Chase Shopping Centre in Bristol on August 9.

The retailer has closed down a number of its stores in 2023. This is the full list:

  • Birmingham, Fort Shopping Park – January 9
  • Trowbridge – January 23
  • Coventry – January 29
  • Birmingham, Bullring – January 30
  • Walthamstow, London – February 4
  • Northampton – February 15
  • Witham – May 18
  • Teesside Retail Park – July 7
  • Bangor, Wales – June 16
  • Middlesbrough – July 8
  • White Rose Centre, Rhyl, Wales – July 25
  • Fosse Park Shopping Centre, Leicester – July 25

But the retailer isn’t just closing stores, it’s opening them too.

It pulled up the shutters on several stores across the UK in November last year, and has plans to open more in 2023.

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It is yet to confirm how many will open and where in the UK they will be.

In 2018, the fashion retailer sought approval from creditors to cut 1,600 staff and close more than 85 stores after poor performance and struggling to pay back loans.

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