пришел ответ от Нью Лук
Dear Olena Kryvoruchenko,
Thank you for contacting New Look Customer Services.
I am very sorry to learn you have not yet received your parcel.
I can appreciate how disappointed you must be feeling and we a re sorry you have been charged for items that have not arrived.
Olena, to be able to assist further may I ask the references of the missing items please?
I am really apologise for the inconvenience and once I receive your response I will be pleased to help.
Thank you for choosing New Look.