Help Centre

Store card FAQs


Top questions

Here are some common questions about store cards

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How do I pay?

If you have an online account, you can make payments after logging in.

Log in to your online account

Set up access to your account

Need help logging in?
More ways to pay

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What's my balance?

It’s the total amount you owe that's shown on your statement. It includes any purchases, fees and charges on your account.

Log in to your account

Set up access to your account

Need help logging in?

The amount may be different if you’ve paid us, bought items or had a refund since your statement.

If you can't get online contact our Customer Service Team

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How do I change my address?

You can tell us you've moved address by filling in our online form.

Change of address form

If you have an account, you can also change other personal details online.

Log in to your account

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How much do I need to pay?

You need to pay at least the minimum payment shown on your monthly statement.

If you only pay the minimum, it’ll take you longer and cost you more to clear your balance.

Log in to your online account

Set up access to your account

Need help logging in?
More ways to pay

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What if my card is lost, stolen or damaged?

Contact us straightaway by filling in our online form.

Lost and stolen card form

Then, we'll block your card and send you a new one.

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  • How are payments allocated if I don’t pay the full balance?

    The amount you pay will cover any insurance premiums first.

    It starts with higher interest rate balances, covering default fees and charges, then interest, then the cost of your purchases.

  • My payment isn't showing on my account, what should I do?

    If you paid more than 5 working days ago, check with your bank to see if the payment was processed.

    If your payment has been returned, it's because you've used the wrong reference or not added one. It must be your store card account number so we can match it to your account.

    If it's been processed, please get in touch so we can look into it.

  • Fees and charges

    We charge a £12 fee if:

    - you don’t pay the minimum payment by the due date
    - you spend over your credit limit
    - you pay by cheque and it bounces

  • How is interest charged?

    We charge interest from the day you bought your item until the balance is fully paid (unless you're eligible for a promotional rate).

    You get up to 55 days interest free on all purchases if you pay in full.

  • Why has my payment declined on my New Look store card?

    If your payment has been declined please check:

    - you have sufficient funds
    - your card has not expired
    - your card details correct including security (CVC) code and expiry date
    - you've entered all your personal information
    - the billing address on your order is the same as the one your store card is registered to.

    You can update your store card's billing address in your online account.

Your account

  • When will my refund show on my account?
  • Help with signing your credit agreement
  • My account is in credit - what do I do?

    Your account could be in credit if you've:

    - paid more than the amount due on your statement
    - had a refund.

    A credit shows on your statement as a minus figure with £0 minimum payment due.

    If your account is in credit you can ask us for a credit balance refund.

Closing an account

  • Letting us know about a bereavement

    After you tell us, we'll make the process of closing the person's account as smooth as possible.

    Register a bereavement

  • How do I close my account?

promotional offers

  • How does buy now pay later work on my New Look card?

    You qualify if you've spent £50 or more in one transaction. It means your purchase is interest and payment free for up to 3 months. Interest will be charged on any balance left afterwards.

    If you pay on time and in full before the end of the period you won't be charged interest. Your monthly statement will tell you when your period ends, how much and when you need to pay.

    Log in to check your statements


  • If there’s a problem with your retailer purchase

    We can help if there's a problem with something you've bought using a store card serviced by Ikano Bank.

    How to raise a claim

  • If you’re not happy with your account or our service

    If you're not satisfied with the service you've received from Ikano Bank, we want to know about it. Please get in touch so we can put it right.

    How to complain


  • What happens if I miss a payment?

    You’ll be charged a £12 fee. It may also be recorded on your credit report, which could make it harder or more expensive for you to get credit in the future.

    Get help with paying

  • What if I can’t pay this month?

    We can help if you're worried about paying. Please get in touch with us straightaway.

  • What happens if I keep missing payments?
  • Where can I get help with managing my money?

    There are lots of charities that offer free and independent advice to help you manage your finances.

    Get financial support

Contact us

Can't find the answer to your question? We're here to help.

Contact us

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Accessibility services

We want to make it easy for everyone to use our products and services. This means we're always working hard to improve accessibility for people who have a disability or health condition.

  • If you're blind or visually impaired

    We can send you documents in accessible formats. To ask for large print, Braille or audio, please contact us on 0344 856 5535* +44 344 856 5535 if you’re calling from abroad.

    *We are open Monday to Friday 9am to 12pm and 1pm to 4.30pm. Our phone line is often quieter in the afternoon.


  • If you're deaf or hearing impaired, or have a speech difficulty