Returns
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What is your returns policy?
Our 21-day policy
This section covers the return of items that are not faulty. See Click here for information about faulty returns.
We offer a 21 day returns or exchanges policy under which we’ll refund or replace most goods if returned to us within 21 days of receipt and they are complete, in their original packaging, unused and with any security stickers, seals or tags intact. Returns within our policy are free.
If you return an item outside our policy (e.g. goods are returned late or used), we may return the item to you at your cost or accept the return but make a deduction for loss in value and charge for processing costs.
See below for further details by product category (e.g. fashion, furniture, electricals).
Your statutory rights are unaffected.
Click here for full details and T&Cs.
Fashion, Footwear, Home Textiles, & Fashion/Home Accessories
We’ll replace your item or refund you, provided these goods are returned to us within 21 days of receipt. The goods must be unused and returned in their original packaging, with any tags intact. For hygiene reasons, pierced earrings, underwear and swimwear cannot be returned.
Furniture
We’ll replace your item or refund you, provided these goods are returned to us within 21 days of receipt. The goods must be unused and returned in their original packaging. Unless faulty, self-assembly furniture cannot be returned under our policy if assembly is part or fully completed.
Mattresses
We’ll replace your item or refund you, provided the goods are returned to us within 21 days of receipt and the goods are returned unused and unopened in their original packaging. For health protection and hygiene reasons, these items are non-returnable once the packaging has been opened and removed.
Lighting and Electrical Items
We’ll replace your item or refund you, provided these goods are returned to us within 21 days of receipt. Goods must be unused and returned in their original packaging. If sealed for health/hygiene reasons (e.g. shavers, hair straighteners) or otherwise to protect them (e.g. audio/video recordings, computer games, other software, data storage items such as memory cards or hard drives), they must also be returned unopened with seals, stickers and tags intact.
Use of electrical items includes, but is not be limited to, the registering, installing or downloading of data, apps or software, accessing the internet or sending communications (calls, SMS, MMS, emails, etc.)
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
We offer the 21-day policy explained above so you can return items to us free of charge, but you also have the right to cancel within 14 days under the above Regulations. Key differences between our policy and cancelling under the Regulations are that if you cancel under the Regulations, you’ll need to cancel within the 14-day period specified and return the items to us at your cost and risk.
Contact details for cancelling orders under the Regulations are as follows: Returns Dept, La Redoute, 2 Navigation Walk, Bridge Street, Wakefield, West Yorkshire, WF1 5RH; or returns@redoute.co.uk.
Click here for full details and T&Cs. -
How do I return an item?
Our return options are below. When preparing to return a parcel to us, please make sure you’ve done the following:
1. Items must be returned within 21 days of receipt (please check our returns policy for any return conditions and/or exemptions).
2. Replace all items to be returned in their original packaging and place inside the parcel.
3. Fill in your returns form with the details of the items you wish to return, the reason for return and place inside the parcel.
4. If your delivery note includes a returns label, please attach to the outside of your parcel.
All items will be checked upon return.
The following items can be returned using the below ways:
FASHION & ACCESSORIES, FOOTWEAR, HOME TEXTILES & HOME ACCESSORIES
Click & Collect with ParcelShop
Charge: Free under our 21 day approval guarantee
Service: Fast, convenient and great if you’re out all day or really busy. Over 4,500 myHermes ParcelShops in the UK, most are open late 7 days a week.
Home Collection
Charge: Free under our 21 day approval guarantee.
You can arrange a collection online through My Account. Once arranged, the courier will collect your parcel within 2 days.
LARGE GOODS – FURNITURE & LARGE RUGS
Home Collection
Charge: Free under our 21 day approval guarantee.
If your item was delivered by Hermes, a collection for a day of your choice can be arranged here: https://www.hermesparcelreturn.co.uk/return.html#/ If your item was delivered by Panther, another alternative carrier or if you require a customised return label, there will be a note inside the parcel advising you to contact our Customer Services Team on 0330 3030 199 to arrange a collection. Some of our large products have to be returned to one of our trusted suppliers, so it is important to get in touch if unsure.
Unless faulty, self-assembly furniture cannot be returned if assembly is part or fully completed. Please note, for health protection and hygiene reasons, mattresses are non-returnable unless faulty.
ELECTRICAL ITEMS
Home Collection
Charge: Free under our 21 day approval guarantee.
Please Contact Us to arrange a collection
Unless faulty, items must be returned unused and unopened in their original packaging. Your statutory rights are unaffected. -
How do I return an item under the 2013 Regulations?
This is similar to returning under our 21-day returns policy, but you’ll need to arrange and pay the cost of return:
1. You must cancel within the 14-day period specified in the Regulations (please check our T&Cs for any conditions, e.g. products sealed for health/hygiene reasons).
2. Pack the items in their original packaging and place inside the parcel.
3. 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.
4. Take your parcel to the Post Office and arrange and pay for the return or arrange and pay for the return via another provider.
All items will be checked upon return. If items are not returned in original packaging and unused, we may make a deduction from your refund. If you cancel outside the Regulations (e.g. outside the 14- day period specified in the Regulations), we may return the item to you at your cost or accept the return and make a deduction from your refund.
Click here for full details and T&Cs. -
Have you received my returns?
Please allow 10 working days for your return to be received and for your account to be credited. We’ll send you an email as soon as we receive your returned items.
You can check to see if your returned items have been credited by visiting My Returns in My Account.
If you bought your item using a debit or credit card, or with Paypal, please allow 3 working days from when we receive your item back, for the refund to be processed. If you haven’t received your refund after this time, then please Contact Us and we’ll look into this for you. -
What if my item is faulty?
Fashion, Footwear, Home Textiles, & Fashion/Home Accessories
If items are received faulty, or become faulty within 21 days of receipt:
1. Please pack the items in their original packaging where possible, and place inside the parcel.
2. 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.
3. If your returns form includes a returns label, please attach to the outside of your parcel.
4. For information on how to return, please follow the instructions on your delivery note.
Please click here to view our return options. If you’d like an exchange, please call the La Redoute Team on 0330 3030 199, between Monday to Friday 8am - 6pm and Saturday 8am - 4pm.
If an item becomes faulty more than 21 days from receipt, please Contact Us with the details.
Furniture, Large Rugs & Mattresses
For all faults relating to furniture, large rugs, or mattresses, please Contact Us with the details.
Lighting and Electrical Items
For technical advice on your product, please check the user manual included, or contact the manufacturer via the relevant website if you still need help. If your item’s faulty, please Contact Us with the details.
Click here for full T&Cs. -
How do I exchange an item?
If, when you receive the item you ordered, you’d like to exchange it for a different size or colour, you can do so by calling the La Redoute Team on 0330 3030 199, between Monday to Friday 8am - 6pm and Saturday 8am - 4pm, and telling us which item you’d like to exchange and the replacement details. We can also arrange a collection at the same time if you wish. You must Contact Us within 21 days of receipt of the item you want to exchange and otherwise comply with our returns policy.
We can’t currently process exchange orders via our website so, if you want to exchange an item for a different size or colour without placing a new order and paying additional Postage & Packing, pleasec call Us with the details and we’ll arrange the exchange for you.
If you want to exchange an item for a different item (e.g. one style of dress for another rather than a simple change of size or colour), the exchange will be treated as a new order and additional Postage & Packing will be payable. -
I have lost my returns form, what do I do?
If the item you’re returning is a large or bulky item (such as furniture, or a rug), please contact us.
The majority of our small items can be returned via Hermes and a returns label can be printed at https://new.myhermes.co.uk/return.html#/.
You can also return via Royal Mail. To get a returns label or a code to return your item(s) through the post office, please click here.
Some of our products must be returned directly to one of our trusted suppliers. This information would have been included on the delivery note inside the parcel. To receive a copy of a returns form for these items, please contact us.