Customer Review Terms and Conditions

Click here to download these Terms & Conditions. You should keep a copy for your records.

(Published on 11 September 2025)

We’re committed to obtaining and publishing genuine customer reviews. They help you to decide what to buy and us to improve our products.

Important principles for reviews published on our website/app include the following:

• Only customers who have bought a product are invited to review it.
• We don’t incentivise customers to submit positive reviews (e.g. offering a discount if they submit a good review) or to change genuine negative reviews.
• We may try to persuade customers to leave a genuine review (good or bad) with an offer to enter them into a prize draw. Reviews must be honest, fair and accurate.
• Reviews must be based on your genuine experience of the product.
• You must be respectful and not include any harmful and illegal content.
• Fake reviews are not allowed and will be removed if identified. If you see a review that looks fake, let us know. Our contact details are below.
• We display the most recent reviews first and make all reviews accessible on product pages on our website and app. We don’t modify reviews.
• You’ll be able to withdraw reviews after you’ve submitted them.
• Our reviews are managed by a third-party partner called Bazaarvoice that works with many organisations across various sectors, including retail. They specialise in reviews and aim to ensure authenticity and impartiality. Reviews are moderated in line with publication rules in place with Bazaarvoice.

These are the terms and conditions that apply if you decide to submit a review.

References in these terms to “we”, “us” or “our” are to LRUK (Retail) Limited, which trades as La Redoute UK. LRUK (Retail) Limited is a member of La Redoute Group and has its registered office at 2 Holdsworth Street, Bradford, West Yorkshire BD1 4AH. Its company registered number is 00110433. You can find out more about La Redoute here: www.laredoute-corporate.com

LRUK (Retail) Limited is authorised and regulated by the Financial Conduct Authority (FCA) and its FCA reference number (FRN) is 312583.

Our contact details are set out below in the section headed “Customer service & complaints”.

These terms and conditions include the sections listed below and you should read them carefully before submitting your customer review:

Customer reviews

We may send you an email or other communication after you’ve bought a product asking you to submit a review of the product only. You may also be able to submit a product review through the “My Account” pages on our website or app.

Product reviews are given ratings between one (1) and five (5) stars. An overall score is calculated for the product as an average of scores received.

Reviews are published with the most recent at the top of the list.

The only incentive we offer to submit reviews is entry in a prize draw.

When creating a review, you should use a made-up name of your choice that doesn’t include your last name. Also, please do not include any other personal information relating to you or anyone else (e.g. names, addresses, email) as this may be visible to our other website/app users and to other internet users via search engines.

We usually post reviews online within five (5) business days, subject to moderation in line with the publication rules we’ve put in place with Bazaarvoice.

Website and app users will be able to access reviews for as long as the product is on our site and there has been no change to the main characteristics of the product that would mean the review is no longer reliable.

When you publish a review, you understand and agree as follows:

• That your review may be published on our website and app and will be accessible to site users and to internet users via referencing (e.g. on search engines).

• We may also use your review or parts of it in other ways for marketing purposes (e.g. on our site, in marketing newsletters or other advertising).

Your responsibilities

Reviews are intended to help our customers when deciding what to buy and to help us to improve our products. It is very important that the review you submit is genuine (i.e. honest, fair, accurate) based on your experience of the product.

You agree as follows:

• You’ll ensure your review is genuine and intended to be helpful.
• You’ll ensure your review is limited to the product itself (e.g. quality, characteristics) and doesn’t cover related services (e.g. delivery, payment, returns).
• You’re not a La Redoute Group employee.
• You’ll try to use clear, simple and concise language to help other customers.
• You won’t include any obscene, offensive, harmful, defamatory or otherwise unlawful content in your review.
• You won’t include any inappropriate comments about other reviews or reviewers.
• You won’t include any content that infringes any third-party intellectual property rights (e.g. copyright, image rights) or other rights.
• You won’t include any personal data, sensitive data or hypertext links.
• You won’t mention other companies/prices (e.g. advertising other businesses).
• You won’t transmit anything containing computer viruses, spyware, malware, etc.

Content moderation

Bazaarvoice initially reviews content using sophisticated language processing. Content may then be passed on to human moderators who read and tag content for approval, rejection, or review.

If your review doesn’t comply with our terms and conditions, it may be rejected. You should receive an email setting out the decision. If you disagree, please let us know and we’ll investigate. You may also be able to submit a revised review.

You’ll have the option to withdraw your review after publication.

We may publish replies to reviews. We may also contact you about your review (e.g. for more information or to try to resolve a problem). If we do contact you, we won’t try to persuade you to change a review so that it’s no longer genuine.

Reporting abuse

If you think a review infringes your rights or otherwise doesn’t comply with these terms and conditions, you can complain to the moderator using the “Report” link under the relevant review. The moderator will investigate. Reviews may be temporarily removed.

Customer service & complaints

We’re committed to providing a high standard of service to our customers. If you feel we’ve not lived up to this or you have any questions, please contact us:

  • Post: Customer Services
    La Redoute
    2 Holdsworth Street
    Bradford
    BD1 4AH
  • Telephone: 033 0303 0199 (lines open Monday to Friday 9am – 5pm & Saturday 9am-12:30pm)
  • Email: helpline@redoute.co.uk

Other important terms

Our website and other La Redoute Group materials, whether visual or audio, including underlying technology, are protected by copyright, trademarks or patents. Similarly, trademarks, logos, designs and models appearing on the website are the exclusive property of La Redoute Group or third parties. Their disclosure shall in no way be construed as granting any license or right to use any such intellectual property rights.

We reserve the right to amend or replace these terms and conditions.

Our contract, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation, shall be governed by and construed in accordance with the law of England and Wales. Each party irrevocably agrees the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.