The fashion retailer's Festival Retail Park refurbishment introduces an updated store environment and digital returns facilities, extending a programme of store investment alongside its £30 million digital transformation strategy.
New Look has completed a major refurbishment of its 10,882 sq ft store at Festival Retail Park in Stoke-on-Trent, with the reopening scheduled for Friday 9 October 2026. The investment forms part of the fashion retailer’s wider programme of store upgrades, aimed at improving the customer experience and strengthening connections between its physical and digital channels.
The refurbished store features an updated shopping environment for New Look‘s womenswear, footwear and accessories collections, alongside its 915 teen range. The changes are intended to make browsing the retailer’s collections more convenient while improving the presentation of merchandise across the shopfloor.
A key addition is a returns kiosk, introduced as part of a wider rollout across New Look’s store estate. The facility is designed to simplify online returns and exchanges, supporting the retailer’s strategy of integrating its ecommerce operations with its physical stores.
These developments form part of the retailer’s ongoing investment in its store portfolio, with an emphasis on creating more connected shopping experiences across its physical and digital channels.
The store programme is being supported by £30 million of investment in digital capabilities and the continued development of Club New Look, the retailer’s loyalty programme, which has surpassed one million members.
Together, these initiatives are intended to support more personalised customer interactions and improve convenience across New Look’s stores and online platforms.
Focus on Customer Experience
Mark Matthews, Chief Retail and Digital Officer at New Look, said:
“We’re excited to welcome customers back to our newly refurbished Festival Retail Park store and mark the reopening with a fantastic weekend of activity.”
Mark Matthews, Chief Retail and Digital Officer at New Look
“This refurbishment reflects our continued focus on selectively investing in and upgrading our store estate. The changes we’re making bring our digital and physical channels together, whilst also showcasing our fantastic collections in a way to inspire our customers.”
Mark Matthews, Chief Retail and Digital Officer at New Look
“We’re looking forward to opening the doors and welcoming everyone to experience the refreshed store for themselves.”
Mark Matthews, Chief Retail and Digital Officer at New Look
Reopening Weekend Activities
To mark the reopening, New Look planned a weekend of customer activities and rewards at the Festival Retail Park store.
The programme included goody bags for the first 100 customers making a purchase, surprise prizes hidden throughout the store and complimentary coffee for visitors.
The Stoke-on-Trent refurbishment adds to New Look’s ongoing programme of selective store upgrades, with investment focused on physical retail environments and greater integration with its digital services.
Terry Clark is the Publisher and Content Director of 365 Retail, with more than a decade of experience covering retail design, technology innovations, store openings and the wider retail industry. He also works closely with leading retailers, suppliers, agencies, events and industry awards across the UK.
