FAQ - Placing an order

Will I incur any additional charges on goods due to Brexit?

You may have seen some reports in the media about customers buying products from Germany and other EU countries after BREXIT and being charged extra on delivery (e.g. customs duties). Don’t worry – although La Redoute is French, La Redoute UK is based in the UK and we handle importation, customs, etc. What you see on our site is what you’ll pay. There’ll be no extra charges.

How do I place an order?

You can order with us online, or by phone.

The quickest, most effective way to place an order with us is online on our website, or by downloading the La Redoute app. Click on the navigation tabs at the top of the page (i.e. 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 'My Basket', displayed in the top right-hand corner, and follow the simple instructions on screen.

Discover our collections now - Go Shopping. If you have one of our current printed Collections, you can key the reference in the search field at the top of your screen and the product will display.

Alternatively, you can call us on 0330 303 0199 to place an order. The La Redoute Team are available Monday to Friday 9am – 5pm & Saturday 9am -12:30pm, and can confirm availability for all your items. We’ll let you know you the expected delivery time and stock availability.

Calls will be charged at your phone company’s access charge.

Do I need to register for an account online to order?

When you shop with us for the first time online, we do ask that you register for an online account and provide your email address. We’ll then confirm we’ve received your order and will advise you when your order is ready to be despatched from our warehouse.

Registering for an online account also means you’ll be able to access My Account, where you can check your orders, change your details, arrange a collection and much more.

To find out how we use your personal information and your data rights, please see our Privacy Notice.

What size should I order?

Our comprehensive size guides will help you choose clothes and footwear. Full size guides are provided for Women, Men, Children, Accessories and Bedding. 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.

What is a promo code?

Using a promo code with your order means you can take advantage of a special offer you may have seen on the website. You may also have received a promo code by email, text message, or in the post. Our promo codes are usually made up of a combination of numbers and letters.

Promo codes need to be quoted at the time of ordering to make sure you receive the discount being offered.

Each promo code has its own terms and conditions which can be found on the website, or in within the promotional offer we sent you. Please make sure you read these carefully to make sure your order meets the specific requirements relating to the code you are using.

If you're having problems:-

- Please check that the promo code has not expired and that you are eligible to use it (if the code has been sent to you, it’s for your personal use only).
- Some items may not be eligible for the offer, usually already discounted items or certain branded items, but you’ll find full details of any exclusions if you click to see the full terms and conditions of the promo code
- We can only accept one promo code per order and some codes can only be used once.

How do I know if I have received my discount?

You must quote your promo code in the 'My Promo Code' box on the basket page and click 'OK' to make sure you receive the special offer you are entitled to. Terms and conditions of each offer can be found on the promotion we sent to you, or via the link at the bottom of our website homepage.

If you’ve applied a promo code to your order on the Basket stage of the checkout process, our system will show the amount of discount on the Basket page. Once your order has been delivered, any discounts will also show on the invoice you receive inside your parcel.

Can I have my order delivered to an alternative address?

When you’re on the Delivery page of the online checkout process, you’ll be given the option to input an alternate delivery address if you require one. When you select the Home Delivery option, the current delivery address will display; simply click on ‘Delivery to an alternative address’ and enter the alternate delivery address details.

Please note: For security purposes, orders must be delivered to the billing address on the account, if it’s your first credit order.

If you require delivery to a country where La Redoute (or one of its partners) already has a website, you’ll be requested to use that site to complete your purchases:

Please select which website you wish to view:

France | Portugal | Italy | Russia | Switzerland | Sweden | Norway | Greece | South Korea | Lebanon | Croatia | Slovenia | Belgium | Spain | Poland

Alternatively, www.laredoute.com ships to the rest of the world including USA, Australia and Japan.

How do I know if you have received my order?

If you’ve placed your order online, you’ll receive a confirmation email from us to let you know we’ve received your order for processing (this email is not an order confirmation, or acceptance from us). All orders are subject to our Terms and Conditions.

You can access My Account to check if we’ve processed your order and to keep track of the item status.

Once the order is ready to be despatched to you, we’ll send another email to let you know it’s on its way.

When am I charged for my order?

We’ll either take payment from your credit/debit card, or Paypal or add the cost of the goods to your Credit Account~, depending on the way you’ve chosen to pay.

Payment for orders, will be taken at the point of order if paid by PayPal or credit/debit card.

If you’ve placed a postal order and sent us a cheque, we’ll 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’ll make sure you receive a full refund.

Is it possible for my order to be delayed, or sell out?

If demand for a product is greater than expected, it may change to delayed, or sold out. If this happens, we’ll always try to obtain further stock, but sometimes this may not be possible.

Please check the status of your order by accessing MY ORDERS in My Account for the latest information about your order.

If a product does sell out, it’s possible we may receive more stock in the future.

I forgot to use my promo code when I placed my order; can I still use it?

Sorry, we’re unable to add promo codes once the order has been placed. You may save the promo code and use it with a future order, if it has not reached its expiry date.

How do I cancel an order?

For details of how to cancel your order and return items once despatched to you, please see Returns.

It may be possible to cancel your order if it is done on the same day your order has been placed. If this is the case, please call the La Redoute Team on 033 0303 0199. Our opening hours are Monday to Friday 9am – 5pm & Saturday 9am -12:30pm.

Otherwise, we can only cancel your order before despatch if it has not been prepared for despatch. Please check the status of your order by accessing My Orders in My Account. If the item doesn’t state ‘prepared for despatch’ or ‘despatched’, please Contact Us with the item details and we’ll let you know if the order can be cancelled.

How do I find out about exclusive offers?

It couldn’t be easier simply download the app and opt in to notifications to be the first to hear about our exclusive offers. Or alternatively log in to my account and update your marketing preferences