Returns

  • What is your returns policy if I’ve changed my mind about a product?

    This FAQ covers products that are not faulty. Click here for information about faulty returns.

    We offer a 21 day returns policy under which we’ll refund most goods. If you change your mind about a product, you must let us know no later than 21 days after the day on which you or someone on your behalf takes possession of the product. If your order is split into several deliveries over different days, the period runs from the day after the last delivery. If you cancel outside the 21-day period, we may refuse the return and return products to you at your cost or accept the return but reduce your refund (e.g. to compensate for reduced value).

    You must handle products carefully in a way that would be acceptable in a shop (e.g. carefully trying on clothing without causing any damage or marks, and without removing price tags or other labels). If you don’t do this, we may reduce your refund to compensate for the reduced value of the product (e.g. if the product is not "as new"; if price tags or other labels have been removed; if product-branded packaging is damaged; or if accessories are missing). In some cases, no refund may be due.

    Click here for further information in the “Returning goods to us” section of our T&Cs.

    Do I have to use your returns service for returns?
    We recommend that you use our returns service where we manage the safe return once you hand the product to your local courier (e.g. EVRi) or drop them off at a drop-off point (e.g. EVRi ParcelShop), but you don’t have to use our service. If you decide to use your own returns method, you must send the products to us at your cost without undue delay and in any event not later than 14 days after the day on which you informed us of your decision to cancel. We recommend you use an established and reputable delivery service.

    Should I get and keep proof that I have returned the product?
    Whether you use our returns service or your own, we recommend that you keep a receipt or other evidence from the delivery service provider to prove you have sent it and when you sent it. If we don’t receive the goods at all or within a reasonable time, we may not refund you for the price.

    Fashion, Footwear, Home Textiles, & Fashion/Home Accessories
    If you cancel within our 21 day returns policy and return the product to us, we’ll refund you. You can return swimwear and underwear, so long as any hygiene seals are still intact. For reasons of hygiene, pierced jewellery is non-returnable once the seal is broken or removed under our approval guarantee.

    Furniture
    If you cancel within our 21 day returns policy and return the product to us, we’ll refund you. Unless faulty, self-assembly furniture cannot be returned under our policy if assembly is part or fully completed.

    Mattresses
    If you cancel within our 21 day returns policy and return the product to us, we’ll refund you. However, for health protection and hygiene reasons, these items are non-returnable once the packaging has been opened and removed.

    Lighting and Electrical Items
    If you cancel within our 21 day returns policy and return the product to us, we’ll refund you. If products are 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 be returned unopened with seals, stickers and tags intact.

    Use of electrical items includes, but is not limited to, the registering, installing or downloading of data, apps or software, accessing the internet or sending communications (calls, SMS, MMS, emails, etc.).

  • I have lost my returns label, 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 Evri and a returns label can be printed at https://www.evri.com/return-a-parcel.

    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 returns label for these items, please contact us.

  • How do I prepare an item for return?

    When preparing to return a parcel to us, please make sure you’ve done the following:

    1. Items must be returned unused (please check our returns policy for any return conditions and/or exemptions).
    2. Place all items that are being returned in their original packaging and inside the outer packaging.
    3. Place the delivery note inside the parcel, before sealing the outer packaging. It is not necessary to include the reason for return on the delivery note, unless the item/s being returned are faulty, or you received a wrong item. In this case, please write faulty or wrong next to the applicable items, before placing the delivery note inside the parcel.
    4. Please attach the return label to the outside of your parcel (this is not necessary for returns by AIT Logistics, as they will supply the label). If you have lost your returns label, please see “I have lost my returns label, what do I do?”

  • How do I return an item?

  • Do you charge for your returns service?

    If you cancel part of your order and keep some items, we will not charge you for using our returns service or refund your delivery fee (if any). If you cancel your whole order and you were charged for delivery, we will refund up to the standard delivery fee for that delivery method (e.g. standard small item home delivery or EVRi ParcelShop) and deduct a returns charge from your refund (you will not need to make an additional payment for returns):

    • £4.99 per order for our EVRi ParcelShops returns,
    • £4.99 per order for returns from home using an EVRi courier,
    • £9.99 per order for lighter large item returns from home using an EVRi courier,
    • £14.99 per order for large/bulky item returns from home using a 1-person collection service,
    • £19.99 per order for large/bulky item returns from home using a 2-person collection service (excluding Northern Ireland).
    • £49.99 per order for large/bulky item returns from home using a 2-person collection service from Northern Ireland.

  • Have you received my returns?

    Please allow 14 days for your return to be received and for your account to be credited, even if the parcel shows as returned to retailer on the tracking. 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 5 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 9am – 5pm & Saturday 9am -12:30pm.

    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, you can do so by calling the La Redoute Team on 0330 3030 199, between Monday to Friday 9am – 5pm & Saturday 9am -12:30pm, 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 without placing a new order and paying an additional delivery fee, please 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), the exchange will be a new order and an additional delivery fee will be payable.