Can I have my order delivered to another address?

During stage 2 (Review Order) of the online checkout process you will be given the option to input an alternate delivery address if you require one. The current delivery address will display in the bottom right hand corner of the screen: simply click on the 'edit' button and enter the alternate delivery address details.

• You are ordering via the website or by telephone

For security purposes we are unable to change the delivery address when

• It is your first credit order
• You are placing your order by post

Once you have placed your order with us, we are unable to change the delivery address.

If you are ordering over the telephone please advise the operator that you would like the order delivering to an alternate delivery address and the details will be taken from you.

Can I re-order items that are currently out of stock?

If demand for a product is greater than we expected it may sell out temporarily. If this happens we will do our best to arrange further stock.

When looking at an item online you will see an availability indication. Each colour and size will indicate show an indication of stock availability. If the stock is indicated as 'out of stock' or 'unavailable' you will not be able to order that particular product.

If the item you want is sold out try using our 'Search' field, found at the top of the page, to find a similar item that may be suitable e.g. Vest top

Do I need an email address to order online?

When you shop with us for the first time we do request an email address from you. This is so we can confirm we have received your order, and advise you when it has been despatched from our warehouse.

We will also email you with exclusive online offers and send confirmation emails to you when we have received any payments or returns you make.

How can I find out if the items are in stock?

When using order from catalogue, simply enter the catalogue number and size. If the item is out of stock a message will appear to advise you. All items that are in stock, or on a delay, will be added to your basket and an availability message will display beside the item.
If you're shopping from our online collection, you will notice the availability information table below the item details. Each colour and size will have a symbol beside it within this table which indicates whether the item is in stock on or a delay. If the symbol indicates the item is on a delay, e.g. 2 weeks, then we will be getting further stock of the item around the time quoted. If the symbol indicates the item is 'out of stock' or 'unavailable' you will not be able to order that particular product.

Item availability is updated regularly and based on the most recent information we have

How do I cancel an order?

Should you change your mind about any part of your order, please contact us on 0844 842 2222 with your customer number and order details. Our Customer Care team is available 8am - 9pm, Monday - Friday, Saturday 9am - 4.30pm.

If we are able to, we will cancel the order for you. If we are unable to cancel the order we will advise you accordingly.

Calls from BT landlines will be charged at 5p per minute with a connection charge of less than 6p. Mobiles and other provider' charges may vary.

How do I find out about exclusive offers?

Simply sign up to receive our e-mails to keep up to date.

You can be the first to know about the latest news and fashion tips - its easy to get this season look, mixing and matching styles until you've found the perfect wardrobe for you and your family. And you can make your home look as stylish as you are. Not to mention exclusive offers - you may just find a discount on the item you have been dreaming of!

How do I know I have received my Special Offer?

If you have applied an Order Code to your order during stage 4 (Confirmation) of the checkout process, our system will show your free gift or amount of discount on your Confirmation page. Discounts and gifts will also show on your statements and delivery notes.

You must quote your order code and click 'validate' (during stage 2 of checkout) to ensure you receive the special offer you are entitled to. Terms and conditions of each special offer can be found on the promotion we sent to you.

How do I know you have received my order?

If you have placed your order online you will receive a confirmation email from us to advise we have received your order for processing (This email is not an order confirmation or acceptance from us). Once the order is despatched to you, we will send a further email to advise it is on its way.

If you have placed your order via post/telephone you can sign in to My Account to check whether we have processed it yet, and keep track of the delivery status.

How do I place an order?

There are 3 ways you can shop with us: online, by phone and by post:

Online

Online collections - Click on the navigation tabs at the top of the page (ie., Women, Children, etc.) to go through to our online collection. Select a range from the left hand list, then click on any product image for more information and to check availability. From there you can add the product to your shopping basket or return to the online collection. To complete your order, click 'Shopping Basket', displayed in the top left-right corner, and follow the simple instructions on screen.

Shopping is fun - Go Shopping

Order from Catalogue - If you have one of our current printed Collections, click on order from catalogue at the top of your screen and enter the catalogue numbers of all your items. You can also add items from our online collections to your basket. Just click on a boutique tab (women, men, etc) and select more products if you wish.

By phone

Call us on 0844 842 2222. Our advisors are available 7 days a week, from 7am to 10pm and can confirm availability for all your items. Your advisor will tell you the expected delivery time and stock availability.

Calls from BT landlines cost no more that 5p per minute with a connection charge of less than 6p. Mobiles and other provider' charges may vary.

By post

La Redoute, 2 Navigation Walk, Bridge Street, Wakefield WF90 8AA. If you have received a promotion from us through the post, it will contain an order form for you to complete and return to us in the envelope provided.

What is an order code?

This is a specially selected code that mean's you can claim a free gift, a discount or other promotional offer. It is usually 4 digits e.g. 1234

You can find the Order Code on the order form of any promotion you have received through the post, or within the email if that is how we contact you.

Order codes need to be quoted at the time of ordering to ensure you receive the free gift or discount being offered.

Each order code has its own terms and conditions which can be found on the promotion we sent you. Please make sure you read these carefully to ensure your order meets the specific requirements relating to the order code you are using.

I forgot to quote my order code when I placed my order. Can I still use it?

Please remember to make note of any order code you wish to use before you place your order, as unfortunately we are unable to add this once the order has been placed. You may save order codes and use them with future orders, providing they have not reached their expiry date.

Each offer has its own terms and conditions which can be found, along with the order code expiry date, on the promotion we sent to you.

What size should I order?

Our comprehensive size guides will help you buy clothes and footwear. Full size guides are provided for men, women, children and accessories. With advice on how to measure up correctly, you can be sure your order will be a perfect fit.

Our size guides can also be viewed whilst you are browsing our online collections. Simply click on size guide listed next to the size option box.

Where is my gift/discount?

Did you quote your special Order code when you placed your order?
It is vital that you quote this code whichever way you place your order, as this confirms your entitlement to the offer.

You can find the Order Code on the order form of any promotion you have received through the post, or within the email if that is how we contact you.

Each order code has its own terms and conditions which can be found on the promotion we sent to you. Please make sure you read these carefully to ensure your order meets the specific requirements relating to the order code you are using. If the order does not meet these conditions the gift/discount will not be applied.

If your order did meet the conditions of the promotion and you have not received your gift/discount, please contact us

Unfortunately, if you have forgotten to quote your order code when you placed your order, you won't receive your gift or discount - unless you wish to place an additional order.

Please see Terms and conditions for further information.

Why does the discount not show on my order?

Please make sure you quote your order code when placing an order to ensure the discount is applied.

The discount will show on your order confirmation and confirmation email. Once we have processed your order, the discount will show on your statement which you can view within My Account.

Please make sure you read the terms and conditions of the order code you are using to ensure it can be applied to the goods you are ordering. Discounts may not be applicable on sale goods, green pages and mini price items.

Will you confirm my order details?

Yes, simply enter your email address when asked during checkout.

Once you have completed checkout and seen the thank you for your order page the final details of your order will be confirmed. We will then e-mail an order acknowledgment to you. This confirms we have received the order for processing, it is not an order confirmation or order acceptance from us.

Will you tell me when my order has been despatched?

Yes, just enter your email address when you place your order and we’ll email you when your order is ready to be despatched from our warehouse.

Is my order eligible for next day delivery?

For any orders placed before 4pm your order will be with you on the following days:

For any orders placed after 4pm:

We offer a next day delivery service for orders added to a La Redoute Credit Account. Your goods and the next day delivery charge will show on your next statement.

New customers can apply for a La Redoute Credit Account at the time of ordering by choosing the "Pay Later with a La Redoute Credit Account" as their payment method.

Customers may not be able to use the next day delivery service if their account is not up to date, has become dormant and requires reactivation, or has insufficient funds.

Next day delivery is not available for non-mainland UK addresses. The service will not be available on UK Bank Holidays and we reserve the right to remove the Next Day Delivery offer at any time. We also reserve the right to remove the next day delivery offer at any time.

There will be an extra charge of £1.99 in addition to the standard £3.99 delivery charge and all of the items must be in stock in the UK, to be eligible for the next day delivery service.

Customers should allow until 9pm on the day for the ordered to be delivered. If you do not receive your order within the next day delivery service, we will automatically refund the additional charge and this will be amended on your statement.

If you have any enquires relating to this service, please contact our friendly Customer Service Team on 0844 842 2222.

Can I have a catalogue?

You can request a catalogue online by using the links below and it should be with you within 14 days of receiving your request.

I am an existing customer, please send me a catalogue
I am a new customer, please send me a catalogue

You can also request a catalogue by calling 0844 842 2222, our advisors are available 7am - 10pm, 7 days a week.

If we are coming to the end of the season (May/June or November/December) we may not have any catalogues available for the current season but we will automatically reserve for you a copy of the coming season's catalogue.
In the meantime, you can browse and buy from our Collection online, using the navigation tabs at the top of the web site pages (i.e. Women, Children, etc.).

(New Customers: if you apply for a catalogue, you will automatically be credit scored. Full details of this process can be found in Terms and Conditions).

Do you have any specialist catalogues?

La Redoute has a number of specialist collections for you to browse through on the website.

These include our En Plus and Taillissime collection for plus-sizes, Vertbaudet for Children and a Zara Home collection. Whilst we do not have paper catalogues available upon request, you can find all these collections online to browse and order.

I have not received a catalogue

Most of our Autumn-Winter catalogues are delivered between July and September, and our Spring-Summer Catalogue between January and March.

If these dates have passed and you have not received a catalogue, please contact us

When will I receive this season's catalogue?

Most of our Autumn-Winter catalogues are delivered between July and September, our Spring-Summer catalogues are delivered between January and March.

Where is the catalogue I ordered?

Delivery of catalogues can take up to 14 working days. If you have allowed this time and the catalogue has not arrived, please contact us.

In the meantime, you can browse and buy from our Collection online, using the navigation tabs (i.e. Women, Children, etc.).

Am I charged for items as soon as I order them?

Once goods have been despatched to you we will either take payment from your credit/debit card or add the cost of the goods to your credit account, depending on the way you have chosen to pay.

If you have placed a postal order and sent us a cheque we will cash your cheque when we receive it and will despatch your goods when they become available.

If we find that goods are not available, and we have taken payment we will refund the cost to you.

Can I change my delivery address after I have placed my order?

Once you have placed your order with us we are unable to change the delivery address.

If you are not home to take delivery of your parcel, you will be left a card from the carrier inviting you to re-arrange delivery.

Can I track my order online?

We will send an email to the address you registered with your account to notify you when your order has been dispatched. You can check the status of each item by logging in to My Account.
Once logged in, you will need to click the My Orders tab and select the relevant order. Here you will be able to see the status of each item.

Do you deliver on Bank Holidays?

Our couriers and carriers do not work on bank holidays.

Deliveries at times such as Easter weekend and Christmas may take slightly longer than usual.

We will advise you of any delivery delays due to bank holidays when you place your order.

Do you offer a quick delivery service?

We offer a next day delivery service for orders added to a La Redoute Credit Account. Your goods and the next day delivery charge will show on your next statement.

New customers can apply for a La Redoute Credit Account at the time of ordering by choosing the "Pay Later with a La Redoute Credit Account" as their payment method.

Customers may not be able to use the next day delivery service if their account is not up to date, has become dormant and requires reactivation, or has insufficient funds.

Next day delivery is not available for non-mainland UK addresses. The service will not be available on UK Bank Holidays and we reserve the right to remove the Next Day Delivery offer at any time.

Orders should be place before 4pm Monday to Friday to receive next day delivery. Next day delivery will not be offered on UK Bank Holidays. We also reserve the right to remove the next day delivery offer at any time. There will be an extra charge of £1.99 in addition to the standardb £3.99 delivery charge, to receive next day delivery. All of the items must be in stock in the UK to be eligible for the next day delivery service.

Customers should allow until 9pm the following day for the ordered to be delivered. Orders placed on a Friday will be delivered on the Saturday. If you do not receive your order within the next day delivery service, we will automatically refund the additional charge and this will be amended on your statement.

If you have any enquires relating to this service, please contact our friendly Customer Service Team on 0844 842 2222.

How long does delivery take?

Your order will usually be delivered to your door within 3 to 5 working days. On occasion, there may be a small delay as all our items are despatched from France. If you have registered your email address with us, you will receive a confirmation email when your goods are ready to be delivered.

You can check your order status by signing into My Account and selecting view order history.

If your parcel has not arrived after 14 days and you have checked your account online, please contact us for a delivery update.

How much is delivery?

Post and packing costs just £3.99 per order This is not dependant on the size of the parcel, so whether you order 2 items or 20 items the postage charge remains the same.

If your order is eligible for next day delivery, an extra charge of £1.99 (in addition to the standard £3.99 charge) will be added to your account.

If, for any reason, we send your order in separate parcels you will still only pay one delivery charge.

How will my parcel be delivered?

Our courier network delivers personally to your door and picks up returns of anything they have delivered - which makes shopping with La Redoute hassle-free. Our courier delivery service covers most residential addresses in the UK but if you live in an area not covered, or for large items, we will use a specially chosen carrier to deliver direct to you.

Your courier's number will be on your parcel if you wish to call them

What should I do if an item is missing from my parcel?

If part of your order is out of stock, we will despatch the items that are available to you first. The rest of the order will be despatched once it arrives in our warehouse. You will not be charged any extra postage for these subsequent deliveries.

Your delivery advice note will tell you exactly which items should be in your parcel, it will also give you information on any out of stock items still to be delivered. If there is an item listed on your delivery advice note that should be in your parcel, but is not, please contact us.

What should I do if I receive the wrong item?

At La Redoute we want you to be delighted with your order so please call us on 0844 842 2222 and we will order a replacement or exchange item. We will also arrange a collection if you are in a courier area.

Our Customer Care Team is available 7 days a week from 7am - 10pm

If you wish to contact the courier to arrange the collection, your courier's number will be on your parcel. Please fill in the returns form with the details of what the items should have been, and clearly indicate that it is the wrong item you have received

We reserve the right to recover our costs for returns made through the Post office when you have a courier collection service in your area - this charge will be added to your next statement. Items should be returned within the 14 day approval.

Calls from BT landlines will cost no more than 5p per minute with a connection charge of less than 6p from all BT landlines. Mobiles and other provider' charges may vary.

Where do you deliver to?

We will deliver goods to addresses in the UK, Northern Ireland, Channel Islands, Isle of Man and BFPO Germany.

La Redoute also has international sites in the following countries. You can only order from the international sites if you live in that country.

Please select which website you wish to view:

• France
• Switzerland
• Portugal
• Spain
• Austria
• Sweden
• Belgium
• Greece
• South Korea
• Netherlands
• Lebanon
• Malta
• Russia
• Italy
• Norway

Where is my order?

If you are registered with my account you can check your order on your Account Summary - view recent orders

You can also check if your order has been despatched by calling our automated service on 0844 842 2222, available 24 hours a day.

If all the items on your order are in stock, we normally deliver within 3 to 5 working days. However, because all our products are despatched from France, there may occasionally be a small delay.

If your parcel has not arrived after 14 days and you have checked your account online please contact us for a delivery update.

Register with 'my account'

Calls from BT landlines will cost no more than 5p per minute with a connection charge of less than 6p. Mobiles and other provider' charges may vary.

Why charge me for Post & Packing?

It is common for some companies, who do not charge post and packing, to inflate the price of their products to cover this cost.

Other companies have a sliding scale of delivery charges; where the more you spend, the more they charge you.

At La Redoute, post and packing is always £3.99, no matter how large your order.

Will my order be delayed if some items are out of stock?

No, if part of your order is delayed we will send the items that are available out to you as soon as possible. The items that are delayed will be sent out as soon as they arrive in our warehouse, at no extra cost to you. When placing your order we will inform you of any deliveries delays.

Are there some items I cannot return?

Certain items in the catalogue are not sold on approval.

For details of how to return items that can be returned, please see below.

Can I cancel a collection I've requested?

The easiest way to do this is to contact your courier direct. You will find their number on the outside of your parcel on a yellow sticker, if there is one attached.

If you are unable to contact your courier via telephone please advise that you no longer wish to return the parcel when they call to collect it.

Can I return unsuitable items and is it free?

We want to make shopping with La Redoute hassle-free so we provide a free exchanges and returns service through which you can return items without incurring the cost of return postage. Each parcel contains a delivery note listing items enclosed and explaining if we have been unable to send some of your order. Keep this until you are satisfied with everything. Then, if you wish to return any items, just fill in the returns form attached, stating your reasons for return within 14 dyas. This will enable us to address any issues. If your goods are delivered by our local courier, Hermes, they will collect your return parcel free of charge. This is the quickest and easiest way to get your items back to us and avoids the queue at the Post Office. Collections normally take up to 5 working days.

To arrange a returns collection at a place and time to suit you, simply call our automated service on 0844 842 2222 and select Option 3. Once you have arranged your collection, your local Hermes courier will collect your parcel within 2 days. Alternatively, you can request a collection either by calling our automated telephone system on 0844 842 2222 or by using your online My Account facility. Please return items in their original condition and packaging. You can also take your returns parcel to a Post Office. Please see your delivery note for further details. You do not pay for postage on items returned using our free returns and exchanges service through the Post Office but please note that if you do return items through the Post Office when our courier service is available to you, we may apply a nominal administration charge to your account. This charge would appear on your following statement. Please contact us for more details.

Calls cost 5p per minute plus a connection charge from BT landlines of less than 6p. Mobiles and other providers' charges may vary.

Although we recommend that you use our hassle-free returns and exchange service which gives you 14 days to return items to us by simply calling us and where we manage the safe return of items once you hand them to your local Hermes courier, you also have the right to return items under the Consumer Protection (Distance Selling) Regulations 2000 by giving notice of cancellation in writing or in another durable medium within 7 working days starting on the day after the day of delivery.

The address for customers who wish to write to us to confirm they are returning goods under the Distance Selling Regulations is :- Returns Dept, La Redoute, 2 Navigation Walk, Bridge Street, Wakefield, West Yorkshire, WF1 5RH. The address for customers who wish to email us to confirm they are returning goods under the Distance Selling Regulations is- returns@redoute.co.uk

Have you received my returns?

It normally takes around 10 working days for your account to be credited. If you complete your email details when you place your order, we are able to send you an email as soon as we receive your returned items.

You can, of course, check we have received your returns by logging in to My Account and check your Account Summary page

At La Redoute we want you to be delighted with your order so please call us on 0844 842 2222 and we will order a replacement or exchange item for you, if required.

Our Customer Care team is available 8am - 9pm, Monday - Friday, Saturday 9am - 4.30pm.

Register with 'my account'

Calls from BT landlines will cost no more than 5p per minute with a connection charge of less than 6p. Mobiles and other provider' charges may vary

How do I exchange an item?

Just call our Customer Care team on 0844 842 2222, between 8am and 9pm, Monday - Friday, Saturday 9am - 4.30pm, and tell us which item you wish to exchange and the replacement details (catalogue number, size and colour).

You will not be charged Post and Packing on exchange items or additional items that you order at the same time.

We can only ensure you are not charged any additional Post and Packing if you call us, if you order a replacement online or by post the charge will automatically be added.

We can also arrange a collection at the same time if you wish.

Calls from BT landlines will cost no more than 5p per minute with a connection charge of less than 6p from all BT landlines. Mobiles and other provider' charges may vary.

How do I get a refund?

Once we have received your returned goods, your statement will be adjusted accordingly.
Where you have already paid for your goods we will credit your account, or if you paid by credit or debit card we will refund your card.

If you have a Credit Account and are registered with My Account, simply check on your account summary page.

Register with 'my account'

How do I prepare my parcel for return?

When preparing to return a parcel to us please make sure you have done the following:

• Replaced all items to be returned back in their original packaging and place inside the parcel.
• Fill in your returns form with the details of the items you wish to return, and the reason for return, and place inside the parcel.
• Attatch the returns label to the outside of your parcel.

The returns form and returns labels are found on the delivery note. Please detatch the top half and keep for your records. To arrange a collection please contact your courier, their number will be on the outside of your parcel on a yellow sticker, if there is one attached. You can also visit My Account and select 'Request a return', from the list on the left had side of the page, and fill in the details required.

When your parcel is collected, ask the courier to sign your counterfoil sticker (found on the delivery note). You should keep this as your proof of return. Please refer to "Can I return unsuitable items and is it free?" above for further information on returns.

How do I return a faulty item?

At La Redoute we want you to be delighted with your order so please call us on 0844 842 2222 and we will order a replacement or exchange item, plus we will arrange a collection for you (if you are in a courier area). When filling in your returns form please indicate that the item is faulty.

Our Customer Care Team is available Monday - Friday from 8am to 9pm, Saturday from 9am to 4.30pm

How do I return a large item?

Please use our returns and exchanges service.

How long do returns take to get back to you?

It normally takes 10 working days for your account to be credited once you have returned an item to us. If you complete your email details when placing your order we will be able to send you an email as soon as we receive your returned items.

You can also check we have received your returns by logging in to My Account and checking your account summary page or 'View returns'

Register with 'my account'

I have misplaced my packaging and want to return an item; can I have some more packaging?

Where possible please return items in their original packaging.

If for any reason you no longer have this packaging and are returning an item to us, please use suitable packaging such as a plastic bag, to return your item.

Please make sure the alternate packaging covers the item completely and is waterproof.

Enclose your returns form in the parcel, put the returns sticker on the outside and have your counterfoil completed as normal.

Will I still be charged for delivery if I return the whole order?

Please refer to the section headed 'Returning goods to us' in our Terms and Conditions for details.

I have lost my returns form, what do I do?

Just follow the instructions on the note, making sure you write down your order number. We’ll need these details to process your return.

Once it's all filled out, pop the note in your parcel with the items you are returning. Click here to download your returns form.

Can I have some payment slips?

The quickest way to make a payment is to register for My Account and pay online. most major credit/debit cards.

You can also pay by card 24 hours a day using our automated telephone service.

Should you wish to pay by cheque, or at the bank or post office you will require a payment slip. This can be found on the bottom of each statement we send you. To request additional payment slips, please call our automated telephone service on 0844 842 2222 or contact us.

Can I make a payment online?

If you have a Credit Account and are registered with My Account you can sign in, select 'Make a payment' and enter your debit/credit card details using our secure connection.

Once we have received your online payment, and it has been cleared through the banking systems we will send you an email to confirm it has been credited to your account.

We accept most major debit and credit cards.

Register with 'my account'

Have you received my payment?

If you are registered with My Account simply sign in and check it online on your Account Summary page.

Once we have received your online payment, and it has been cleared through the banking systems, we will send you an e-mail to confirm it has been credited to your account.

Where you have a balance we will send a monthly statement by post, this will show all recent transactions including payments.

We also offer a 24 hour automated telephone service for account management, please call 0844 842 2222.

Please ensure that your payment reaches us on or before the date shown on your statement, allowing at least 2 working days for payments made online, 4 working days for payments via banks or Post Offices, and 7 working days if sent by post.

Register with 'my account'

Calls from BT landlines will cost no more than 5p per minute with a connection charge of less than 6p from all BT landlines. Mobiles and other provider' charges may vary.

How do I amend my details?

If you are registered with My Account sign in and select 'view my details' from the list on the left hand side of the screen.

From here you can amend your name, address, telephone number and email address by clicking on 'change'. Follow the on screen instructions, its quick and easy and your details will be amended over night.

Register with 'my account'

We also offer a 24 hour automated telephone service for account management, please call 0844 842 2222.

Calls from BT landlines will cost no more than 5p per minute with a connection charge of less than 6p from all BT landlines. Mobiles and other provider' charges may vary.

How do I know my credit card and other personal details are secure?

All the information above is transmitted securely using SSL encryption. This means that the information is sent in such a way that, in the extremely unlikely event that someone is somehow able to obtain this information, only we can decode the information to obtain your details. This is done by encrypting the data between your computer and our server. We encrypt the data using a certificate provided by a trusted third party, GEO Trust.

You can tell that the data is encrypted as the address in your browser will change from http:// to https:// and a small padlock icon will appear at the bottom of your browser window. This is your guarantee that you can send your details to us with confidence.

We are required by the Data Protection Act 1998 to follow strict security procedures in how we store and disclose information. You may be assured that we will adhere to these procedures with your personal details.

How do I make a payment?

We accept most major credit / debit cards

Online: This is the quickest way to pay. Register with My Account so you can check your minimum payment and pay securely online.

We accept Maestro, Mastercard, VISA and VISA Electron debit cards and VISA and Mastercard credit cards.

Over the phone: Call our automated service on 0844 842 2222 and have your La Redoute account reference number and debit/credit card details to hand. This facility is available 24 hours a day, 7 days a week.

By cheque:Please make your cheque payable to La Redoute. Ensure you write your name, address and La Redoute account reference number on the reverse, this will enable us to credit your payment to your account, and return it with your statement payment slip.

We use the cheque authorisation service provided by Certegy Limited. If you require any information relating to this service, please call 0844 855 0914 for an information leaflet.

Please do not send bank notes or coins.

By telephone or internet banking: you can make payments with a direct bank transfer. Just contact your bank, quoting our account reference 51324209 and sort code 40-02-50, along with your 9-digit La Redoute account reference number, to make your payment.

At the Post Office: Take your statement and payment slip and pay by cash, cheque or card at any post office. Please make cheques payable to Post Office Ltd. A charge will be made for this service.

At a bank: Pay by cash or cheque at any bank using your statement and payment slip. This service should be offered free of charge at any branch of your own bank. Please make cheques payable to La Redoute with your La Redoute account reference number and address printed on the reverse.

Please ensure that your payment reaches us on or before the date shown on your statement, allowing at least 2 working days for payments made online, 4 working days for payments via banks or Post Offices, and 7 working days if sent by post.

Calls cost 5p per minute plus a connection charge of less than 6p from BT landlines. Mobiles and other providers’ charges may vary.

How do I register for My Account?

If you already have a customer number, you can register by visiting My Account. Select register now (under the 'Not yet registered for an online account' header) and follow the instructions provided.

If you have not shopped with us before you will need to place your first order with us which will issue a customer number for you. Once you have received your customer number you will be able to register for my account, as detailed above.

If you are experiencing any difficulty registering for My Account, please contact us.

How do I sign in to My Account?

If you have already registered for My Account, select sign in and fill in your customer number and password in the spaces indicated.

If you are experiencing any difficulty signing in to My Account, check you have entered all your details correctly. There should be no spaces or dashes between the digits of your customer number.

If you have forgotten your password, select My Account, then click 'Get Password' following the instructions on screen.

If you are still experiencing problems please contact us.

If you are a customer with La Redoute but have not yet registered for my account, you can register at My Account. Select register now and fill in the details required.

How is my balance calculated?

If you have a balance outstanding, we will send you a monthly statement showing the amount you owe.

If you have a Credit Account † and are registered with My Account you can check your balance online.

Your balance is calculated on a daily basis and will show any payments, returns and new items. (Please allow sufficient time for any recent transactions e.g. payments or returned items to be processed)

When your statement is produced it will include any insurance payments, postage and packing charges, and any interest charges (Interest charged at Typical 29.9% APR variable).

The minimum monthly payment is 5% of the balance owed or £5, whichever is the greater. Payments are rounded down to the nearest pound. A minimum monthly interest charge of 50p applies when there is a balance on your account. † Written quotations available on request from La Redoute (UK) Ltd. Registered office: 2 Holdsworth Street, Bradford, West Yorkshire, BD1 4AH

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† A Credit Account is a credit agreement available subject to acceptance to UK residents aged 18+. Statements issued monthly. Payments due 21 days after statement date. Minimum monthly repayment £5 or 5% (whichever is greater). Example cash price and amount of credit: £300, 12 equal monthly payments at standard interest rate of 28.8% p.a.of £29.07, total amount payable £348.84. Representative 32.9% APR variable. By applying for a Credit Account you consent to a credit search and we may share information about you and the conduct of your account with them and other companies for use in credit decisions and to pursue debtors. We may also use your information held within the Redcats group of companies including shopping habits to run your Credit Account. We may restrict or refuse orders and/or applications. For full details please refer to the catalogue or our privacy policy at www.laredoute.co.uk.

How much do I have to pay?

If you are registered with My Account simply check your minimum payment on your Account Summary page and then make your payment online; It’s easy and secure. We will send you an e-mail to confirm we have received the payment once it has been processed through the banks.

If you have a balance you will be sent a statement by post. You will only be sent a monthly statement if you have a balance outstanding; this will show the payment amount.

Register with 'my account'

If you are ordering online, you will be given the option to pay with your debit or credit card when you go through checkout.

Your card will only be debited once the items have been despatched to you.

I have forgotten my password

Don't worry if you have forgotten your password. Go to the 'sign in to My Account page and click on 'get password'. You will be asked to answer the security question selected when you registered with us. You will then be able to select a new password. Your new password will be active imediately.

Register with 'my account'

My new password is not being recognised

If your password is not being recognised please check the details you have entered are correct. If you still cannot log in please try one of the following:

• Select 'get password' on the sign in screen to reset your password
• contact us for further assistance

What is 'my account'?

My Account is specially designed to make managing your La Redoute Credit Account easy.

It's safe and secure and, once you've registered online, you will have access to a wide range of services and features such as:

Account summary: See your Account details at a glance, including your current balance and next statement date.

Make a payment: Pay your balance securely online using your debit or credit card.

View order history: Itemises any current orders being processed and indicates which items are available, delayed or sold out.

Your returns: Shows returned items that we have received and processed.

View payments: Shows all payments received and credited to your Account.

View statements: Check your next statement and review your current and previous statements online.

Request a return: Find your courier's number or arrange for us to collect a parcel from you.

What is a Credit Account?

Shopping is even easier with a La Redoute Credit Account. A Credit Account † is a credit agreement. Open yours today and you’ll be able to enjoy flexible and hassle-free shopping. Here are just a few of the features:

• Try before you buy
• Spread the cost
• Manage your account online at laredoute.co.uk

†A Credit Account is a credit agreement available subject to acceptance to UK residents aged 18+. Representative 32.9% APR variable. By applying for a Credit Account you consent to a credit search and we may share information about you and the conduct of your account with them and other companies for use in credit decisions and to pursue debtors. We may also use your information held within the Redcats group of companies including shopping habits to run your Credit Account. We may restrict or refuse orders and/or applications. For full details please refer to the catalogue or our privacy policy at www.laredoute.co.uk.

What is my balance?

If you have a Credit Account you can check your balance by signing in to My Account

My Account allows you to view recent activity on your account e.g. orders, payments and provides up to date balance information for this month.

Whilst you're online, you can pay your account balance using your debit or credit card. We accept Visa, Mastercard, Switch Maestro, Delta, Visa Electron and Solo. You can select 'Make a payment' from any of the following screens: Statement Details, Statement Summary, Account Summary or View Payments

If there is a balance on your account we will send you a monthly statement through the post

We also offer a 24 hour automated telephone service for account management, please call 0844 842 2222.
Calls will cost 5p per minute with a connection charge of less than 6p from all BT landlines. Mobiles and other provider' charges may vary.

What is my minimum payment?

Your minimum payment is shown at the bottom of your current statement. We will send you a monthly statement through the post when there is a balance on you account or you can view your statement from the account summary page in My Account

You can choose to either settle your account in full or spread the cost by paying just the minimum amount.

Please check your statement for any additional charges, such as interest and insurance products.

When is my payment/statement due?

You will only be sent a monthly statement if you have a balance outstanding, this will show the payment due date.

If you are registered with My Account simply check your statement date and payment due by date online.The payment 'due by' date is shown on your Statement Summary screen.

Please ensure that your payment reaches us on or before the date shown on your statement, allowing at least 2 working days for payments made online, 4 working days for payments via banks or Post Offices, and 7 working days if sent by post.

Register with 'my account'

About La Redoute

Enjoy more choice and value when you shop with Redcats' brands

La Redoute is one of France’s favourite fashion brands and we’ve enjoyed 14 fabulous style-filled years in the UK.

We are part of Redcats, which is part of the world's 3rd largest home shopping organisation.

Together with our two sister brands in the UK, we bring the best fashion choices from around the world straight to your door.

Why not take a look, and see just how affordable great style is! Find out more about La Redoute.

Accessibility

We've attempted to comply specifically with the W3C Web Content Accessibility Guidelines.

We are committed to a process of ongoing improvements to meet these guidelines and we've taken great care in creating our website to make it easy for everyone to use. In particular:

Screen size

Our site can be viewed at a minimum screen resolution of 800 x 600 pixels, which means the width of the page fits the screen without scrolling from side to side.

Navigation

We've structured all the product sections to follow the same route, so you know where you are at any time.

Easy viewing

We've used relative font sizes (except where text is in graphics) in our style sheets so that the text size will increase if the screen size is increased.

Text size

If you want to increase or decrease the size of the text, simple click on 'view' in your web browser, or hold down the 'alt' key with '-' or '+' to decrease or increase the size.

Important information

If any important information is relayed within an image, it will always be accompanied by alternative text so that the information is present even if the images do not load. If an image is used for style purposes only, no text will appear. Also, no important information will be colour coded, so it is visible to everyone at all times.

Site map

We've included a site map, which you can use to navigate to any particular page quickly and easily.

If you have difficulty accessing the site or have any comments or feedback, please don't hesitate to contact us:

Phone: 0844 842 2222
Email: helpline@redoute.co.uk
Post: Liz Roberts, Customer Care Manager, La Redoute, 2 Navigation Walk, Bridge Street, Wakefield, WF90 4AA

Calls from BT landlines will cost no more than 5p per minute with a connection charge of less than 6p from all BT landlines. Mobiles and other providers' charges may vary.

Are you a member of the mailing preference service?

Yes we are. La Redoute subscribes to the Mailing Preference Service (MPS), administered by the Direct Marketing Association. The MPS allows customers to have their names and home addresses removed from mailing lists used by the Direct Mail Industry.

If you wish to find out more about MPS, or to have your details removed, you can write to them at: Mailing Preference Service - DMA House, 70 Margaret Street, London, W1W 8SS or visit www.mpsonline.org.uk

For information on Baby Mailing Preference (BMPS) you can write to them as above, addressing correspondence to Baby Mailing Preference Service, or visit www.mpsonline.org.uk.

For information on Telephone Preference Service (TPS) call 0845 0700 707 or visit www.tpsonline.org.uk

How can I contact you?

Please go to the contact us page where you will be able to contact us immediately via email. Alternatively you can contact us by post and telephone:

To contact us by post

Please write to: The Customer Care Manager, La Redoute, 2 Navigation Walk, Bridge Street, Wakefield, WF90 8AA

To contact us by phone

Phone us on 0844 842 2222. Our Lines are open 7am-10pm, 7 days a week for orders, or 8am-9pm Monday to Friday, 8am - 4.30pm Saturday for all other enquiries.

You can also apply for a La Redoute Credit Account simply by calling us from 9am-9pm Monday to Friday on 0844 842 2222.

Calls cost 5p per minute, plus a connection charge from BT landlines of less than 6p. Mobiles and other providers' charges may vary.

Calls may be recorded or monitored

How do I recommend a friend?

When you introduce a friend to us you can choose to receive either £25* discount or a choice of gift as a thank you from La Redoute. You can pick a gift for every friend† you recommend. Your friend will receive £25* off their first order and also their own copy of the latest catalogue FREE in their parcel. To recommend a friend it is essential that your friend knows they are being recommended, and that they have read and understood our terms and conditions and our privacy policy. You can recommend a friend by:

• Asking your friend to call us, on 0844 842 2222, providing them with your customer number and chosen gift. Details of the gifts available can be found on the 'Recommend a Friend' flyer in your catalogue.
• Asking your friend to fill in the 'Recommend a Friend' order form found in your catalogue and posting this to us.

*Calls from BT landlines will cost no more than 5p per minute with a connection charge of less than 6p from all BT landlines. Mobiles and other provider' charges may vary. £25 off valid until 30/09/2012 when you spend £50 or more on full price merchandise from all La Redoute Spring Summer 2012 collections, including Vertbaudet. Not valid on La Redoute’s Mini Price, Green Pages or online specials; Vertbaudet’s Happy Price, Star products or web exclusives; already discounted products; or certain internet-only products as indicated on our websites. †You can recommend a maximum of five friends.

How do I unsubscribe/close my account?

If for any reason you wish to close your La Redoute account or unsubscribe from promotional mailings or Emails, please contact us.

Is the site secure?

Internet shopping with La Redoute is safe. We are part of ISIS - Internet Shopping Is Safe. Where ever you see this logo you can shop online with confidence. Visit the ISIS website to learn more about shopping with La Redoute securely. The safety logo's are found at the bottom of our website homepage.

Safety guidelines for baby bedding

Up to 18 months we recommend that baby sleeps without a pillow, duvet or blanket, on a firm mattress which fits the bed exactly, with well secured cot bumpers.

Search Tips

To get the best results from our Help Section's search engine, please follow the guidelines below:

• Try to keep your question as short as possible
• Try to use key words such as payment/size etc.
• Use one of our 6 categories on the 'Can we help' page to find the question you are looking for
• Please remember you will not get a personal reply from our search engine. If you cannot find the answer you are looking for in the 'Can we help' section, please contact us, and our customer care team will be available to help with any additional queries you may have.

Substitute/alternate items

Occasionally the product specifications from the manufacturer may change, in which case we may offer you a substitute item of the same, or higher quality, at the same price.

If you are not happy with the replacement item you can return it to us within the 14 day approval period in the normal way.

What are cookies and why are they used?

To provide you with specially tailored information from our website and to track the effectiveness of online advertising we, in conjunction with third party companies, may use cookies.

Cookies are a piece of data that a website can send to your browser and may be then stored on your system.

Cookies allow us to understand who has seen which web pages and any advertisements that may be placed on them and to track the effectiveness of our online advertising generally.

They also help us track which pages are visited the most.

We use this information to help us to improve the overall level of service we provide to you.

Most web browsers automatically accept cookies.

You do not have to accept cookies and can set up your web browser to automatically notify you when you receive a cookie. This will give you the opportunity to decide whether to accept it.

To view the privacy policy of the third party companies click here.

To opt out of online tracking click here.

What are your opening hours?

Register with 'my account' and you can manage your account 24 hours a day.

We also offer a 24 hour automated telephone service for account management.

Please contact us on 0844 842 2222. Our order line is available from 7am-10pm, 7 days a week. Our Helpline is available 8am-9pm Monday to Friday and 8am-5.30pm Saturday.

Calls from BT landlines will cost 5p per minute with a connection charge of less than 6p from all BT landlines. Mobiles and other provider' charges may vary.

What is my credit/debit card security number?

Your card security number is printed on the reverse of your credit or debit card.

It’s a three digit code, the last three digits of the series of numbers printed at the top of your signature strip.

This security code gives extra protection when making a payment, as only the person who holds the card has this code, and it is not printed on any statements or receipts.

What is my customer number?

A customer number is unique to you and identifies you as a customer with La Redoute. If you have shopped with us before, you will already have a 9 digit customer number. This can be found on all statements and correspondence from us. This is usually located near your name and address and is displayed in three sets of three numbers e.g. 123-123-123.

If you cannot locate this please contact us for assistance.

If you have not yet registered your customer number you can do this on the sign in page, or during stage 1 of the online check out when placing an order. Once you have registered with us you will be able to view your account securely online.

If you are a new customer placing your first order, you will need to select which type of account you would like to apply for during stage 1 of our checkout process and fill in all the details required. We will then issue you with a customer number which you can register and then manage your account online.

If you are a new customer who has received a mail pack from us you may have been issued with a mailing reference number. This is made up of two letters and seven numbers e.g. ab1-234-567 and can be found on the correspondence we sent to you. When placing your first order you will need to select the type of account you would like to apply for during stage 1 of our checkout process and, when prompted to select how you heard about our catalogue, select mail pack addressed to me. You can now enter your mailing reference number and continue through checkout. We will then issue you with a customer number which you can register and then manage your account online.

What is your automated telephone service?

Our automated telephone service is available 24 hours a day, giving you the ability to manage your account at the most convenient time to you.

This service can help you with payment enquiries, your account balance, checking the status of an order, courier collections, changing your details and much more. Please call 0844 842 2222.

Calls from BT landlines will cost no more than 5p per minute with a connection charge of less than 6p from all BT landlines. Mobiles and other provider' charges may vary.