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Delivery fee : 9.90 €

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HELP

1. Before placing an order

Assistance while placing an order

Q: The size of the product added to the basket does not match the one chosen by me

A: If you have received an item that does not match your order, please contact our Customer Service team and they will do the needful at their earliest. You may contact the Customer Service team either by e-mail (info@redoute.com) or by telephone (0041 848 848 708* for French speakers or 0041 848 848 718* for English speakers.

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Q: To confirm my order, I need a confirmation from your side

A: You will need a confirmation before validating your order.
We request you to:
d- save your order
- send us an e-mail at info@redoute.com
Your request will be immediately dealt with by one of our consultants.

You can also call us on 0041 848 848 708* (for French speakers) or on 0041 848 848 718* (for English speakers)

We thank you for your trust and confidence in La Redoute!

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Q: I am unable to pay by my credit card: Why?

A: There could be various reasons to this problem. To help you successfully place your order:

1 - Click on “save my order”

2 - Call on 0041 848 848 708* (for assistance in French) or on 0041 848 848 718* (for assistance in English) and one of our consultants will help you through your order

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Q: I am unable to place my order with 2 deals: Why?

A: You wish to combine two promotional offers on one single order. This is not possible as our offers cannot be combined

Treat yourself by picking up the offer that is the best for you!

Q: In which countries can I have my order delivered?

A: Here is the list of countries covered by La Redoute for deliveries:
 
Country of destination
Delivery charges (in EUR) Delivery charges (in USD) Delivery Schedule
Ireland, Malta 2,90 € 3,77 USD 5 to 7 days
Austria, Bulgaria, Czech Republic, Denmark, Estonia, Latvia, Lithuania, Finland, Germany, Netherlands, Slovak Republic 8,90 € 11,57 USD 5 to 7 days
USA, Australia, Canada, Taiwan, Hong-Kong, Singapore, Japan, Andorra, Belarus, Bosnia, Herzegovina, Hungary, Iceland, Israel, India, Macedonia, Moldova, Serbia, Turkey 9,90 € 12,87 USD 5 to 7 days
Rest of the world* 12,90 € 16,77 USD 5 to 7 days

* Angola, Benin, Burkina Faso, Burundi, Cap Verde Islands, Central African Republic, Chad, Madagascar, Mali, Mauritius, Mozambique, Swaziland, Tanzania, Uganda, Zimbabwe, Albania, Bolivia, Brazil, Chile, Colombia, Costa Rica, Dominican Republic, Ecuador, Guatemala, Haiti, Jamaica, Mexico, Panama, Paraguay, Peru, St. Christopher (St. Kitts), Uruguay, Venezuela, Afghanistan, Armenia, Azerbaijan, Bangladesh, Bhutan, Brunei, Cambodia, East Timor, Georgia, Indonesia, Iraq, Israel, Kazakhstan, Kyrgyzstan, Malaysia, Maldives, Mongolia, Nepal, Pakistan, Philippines, Sri Lanka, Tajikistan, Thailand, Turkmenistan, United Arab Emirates, Uzbekistan, Vietnam, Yemen, Republic Of, Marshall Islands, Vanuatu, Tuvalu, Fiji, Kiribati, Micronesia (Federated States Of), New Zealand, Papua New Guinea, Solomon Islands, American Samoa, Samoa, Tonga, Algeria, South Korea

Q: I am unable to create my account with my address. Why?

A: This can be due to several reasons:

- Your country cannot be delivered for an order placed with laredoute.com (please refer to our General Terms and Conditions to know the countries covered)

- An error occurred at the time of entering my details. In this case, an error message will pop up highlighting the fields which need to be corrected.

There is a problem on our site. In this case, please try creating the account a bit later. If the problem persists, you may contact us either by e-mail (info@redoute.com) or by telephone (0041 848 848 708* for French speakers or 0041 848 848 718* for English speakers).

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Q: I already have an account on the redoute website; can I use the same account on redoute.com?

A: Unfortunately, even if you already have an account on the La Redoute website, you will still have to create a new account on laredoute.com. This will take you just a couple of minutes.

Q: What exchange rate will apply to the products present on laredoute.com?

A: The price of the items in dollars on laredoute.com corresponds to the current value of dollar, which is :

1 euro = 1,35 USD

For a successful delivery

Q: In how much time will my order be delivered?

A: The delivery period will vary depending on your country, but shall not exceed 7 days for an item in stock. You may refer to the table below for more details.
 
Country of destination
Delivery charges (in EUR) Delivery charges (in USD) Delivery Schedule
Ireland, Malta 2,90 € 3,77 USD 5 to 7 days
Austria, Bulgaria, Czech Republic, Denmark, Estonia, Latvia, Lithuania, Finland, Germany, Netherlands, Slovak Republic 8,90 € 11,57 USD 5 to 7 days
USA, Australia, Canada, Taiwan, Hong-Kong, Singapore, Japan, Andorra, Belarus, Bosnia, Herzegovina, Hungary, Iceland, Israel, India, Macedonia, Moldova, Serbia, Turkey 9,90 € 12,87 USD 5 to 7 days
Rest of the world* 12,90 € 16,77 USD 5 to 7 days

* Angola, Benin, Burkina Faso, Burundi, Cap Verde Islands, Central African Republic, Chad, Madagascar, Mali, Mauritius, Mozambique, Swaziland, Tanzania, Uganda, Zimbabwe, Albania, Bolivia, Brazil, Chile, Colombia, Costa Rica, Dominican Republic, Ecuador, Guatemala, Haiti, Jamaica, Mexico, Panama, Paraguay, Peru, St. Christopher (St. Kitts), Uruguay, Venezuela, Afghanistan, Armenia, Azerbaijan, Bangladesh, Bhutan, Brunei, Cambodia, East Timor, Georgia, Indonesia, Iraq, Israel, Kazakhstan, Kyrgyzstan, Malaysia, Maldives, Mongolia, Nepal, Pakistan, Philippines, Sri Lanka, Tajikistan, Thailand, Turkmenistan, United Arab Emirates, Uzbekistan, Vietnam, Yemen, Republic Of, Marshall Islands, Vanuatu, Tuvalu, Fiji, Kiribati, Micronesia (Federated States Of), New Zealand, Papua New Guinea, Solomon Islands, American Samoa, Samoa, Tonga, Algeria, South Korea

Q: What are the charges to be paid at the time of placing an order?

A: The delivery charges depend on your country of delivery. You may refer to the table below for more details:
 
Country of destination
Delivery charges (in EUR) Delivery charges (in USD) Delivery Schedule
Ireland, Malta 2,90 € 3,77 USD 5 to 7 days
Austria, Bulgaria, Czech Republic, Denmark, Estonia, Latvia, Lithuania, Finland, Germany, Netherlands, Slovak Republic 8,90 € 11,57 USD 5 to 7 days
USA, Australia, Canada, Taiwan, Hong-Kong, Singapore, Japan, Andorra, Belarus, Bosnia, Herzegovina, Hungary, Iceland, Israel, India, Macedonia, Moldova, Serbia, Turkey 9,90 € 12,87 USD 5 to 7 days
Rest of the world* 12,90 € 16,77 USD 5 to 7 days

* Angola, Benin, Burkina Faso, Burundi, Cap Verde Islands, Central African Republic, Chad, Madagascar, Mali, Mauritius, Mozambique, Swaziland, Tanzania, Uganda, Zimbabwe, Albania, Bolivia, Brazil, Chile, Colombia, Costa Rica, Dominican Republic, Ecuador, Guatemala, Haiti, Jamaica, Mexico, Panama, Paraguay, Peru, St. Christopher (St. Kitts), Uruguay, Venezuela, Afghanistan, Armenia, Azerbaijan, Bangladesh, Bhutan, Brunei, Cambodia, East Timor, Georgia, Indonesia, Iraq, Israel, Kazakhstan, Kyrgyzstan, Malaysia, Maldives, Mongolia, Nepal, Pakistan, Philippines, Sri Lanka, Tajikistan, Thailand, Turkmenistan, United Arab Emirates, Uzbekistan, Vietnam, Yemen, Republic Of, Marshall Islands, Vanuatu, Tuvalu, Fiji, Kiribati, Micronesia (Federated States Of), New Zealand, Papua New Guinea, Solomon Islands, American Samoa, Samoa, Tonga, Algeria, South Korea

Q: Can I get my order delivered at another address?

A: Absolutely. In this case, you will have to, on the order delivery process page, tick the box “Delivery to another address” and re-enter your details (full name, address, …) Under “My Details”, you will then see that your invoicing address remains as the address that you entered while creating your account. You can, thus, get your parcel delivered to someone else.

Q: Which delivery or courier company will deliver my order?

A: We have chosen the company UPS for its quick and quality delivery services.

Q: How can I contact the delivery or courier company?

A: Each country of delivery will have a specific UPS telephone number. For contacting UPS, you may visit their website (www.ups.com), select your country of delivery and you will be guided to a page giving you all the necessary information for joining the company UPS.

If required, you may also get in touch with our consultants on 0041 848 848 708* for French speakers or on 0041 848 848 718* for English speakers (from 8.00am to 7 pm Monday to Friday and from 9.00 am to noon on Saturday) or send an e-mail to info@redoute.com.

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Q: Can I get my order delivered at a P.O. Box?

A: No, unfortunately La Redoute.com cannot deliver your order at a P.O. Box.

Q: How and when do I have to pay the custom duties?

A: Custom duties must be paid in cash or by debit card on receiving your parcel from UPS.

Please note that if you are residing in a country outside the European Union, you need not pay the VAT at source. However, you will have to pay your local VAT on receiving your parcel.

Q: How can I know if my preferred items are available and in stock?

A: The availability of an item is mentioned in its description (you may just click on the picture of the item that you like while exploring the site).

Note: The availability may vary from one colour to another and from one size to another; it will be displayed only when you select these two elements from the drop down menus available on the item description page (example; immediately available in size 44 and size 46 “available within x weeks”.

If you have any queries or need more details, you may also get in touch with our consultants on 0041 848 848 708* for French speakers or on 0041 848 848 718* for English speakers or send an e-mail to info@redoute.com.

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Q: How can I take advantage of a promotional offer on laredoute.com?

A: After having chosen your items from various categories and having put them in your basket, enter your special offer code on the basket. This will be automatically taken into account. Attention: Certain customised offers require you to be authenticated.

Q: I entered my special offer code but it does not accept my code, why?

A: To know more about your offer code, click on “?” on your basket next to the field where you can enter the promotion code.

The discount doesn’t apply as you thought? There could be several reasons for this:

- You are not logged in and the offer is customised.
- You have already used this voucher (some of our vouchers can be used only once)
- The offer is no longer available (expired date of validity of the offer)
- The items selected by you, do not fulfil the terms and conditions of the offer (red prices, mini, already discounted items, green pages, new arrivals, exclusive items, …)

Please check if the terms and conditions of your discount voucher have been well respected.

Advice : Your voucher is still not accepted even though all the terms and conditions seem to have been fulfilled: Save your order and call your consultant (on 0041 848 848 708* for French speakers or on 0041 848 848 718* for English speakers).She will answer all your queries and will register your request. You can also send an e-mail to info@redoute.com.

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Q: I have received a discount coupon, how can I use it?

A: You just need to enter your 5-digit or 5-digit-letter special offer code in your basket.

If you fulfil the terms and conditions of the offer, the discount shall apply automatically.

Please note: The discount coupons belong exclusively to the customers who have received them.

Q: I have received a promotional code or an offer from laredoute.fr, can I use the same on laredoute.com?

A: Unfortunately, only the promotional codes dedicated to laredoute.com will be accepted on laredoute.com.

Q: I have received an offer for the site laredoute.com, can I use it in any country?

A: If you live in a country delivered by La Redoute .com, you can use your offer. However, there can be a situation where an offer is reserved for a specific country. In such a case, it can be used only against a delivery within this country of delivery.

Refunds

Q: How can I return an item?

A: You can return your items within 30 days of receiving your order. You just need to send back the parcel and fill up the RA (Return Authorisation) attached to your invoice. You can then return your parcel, by calling our delivery/courier company UPS (http://www.ups.com/) or through the postal services of your country or through any other delivery/courier company. The postage will be borne by you.

You can return your parcel to :

                                                  LA REDOUTE TG5
                                                  228 rue Colbert
                                                  59200 TOURCOING
                                                  FRANCE

You will, then, be refunded for the items returned within thirty days.
The refund will be made in the same way as the initial payment. Thus, if you have paid for your order by a credit card, your bank account will be credited again and if you have made the payment via PayPal, then your PayPal account will be credited.

Q: Is there a limit on the number of items that can be returned?

A: You can return all of your purchases within 30 days of receiving your order.

Please note: Keep your shipping bill safe and handy. It acts both as a proof of delivery and a warranty for your order. You need to attach the “Exchange and Return Form” when you return any item.

You can then track your refunds and returns from the section “refunds” and “returns”, respectively, under “My Space”.

Q: In how much time will I receive my refund?

A: You will receive your refund as soon as possible, within 30 days at the latest, from the date our warehouses receive your return parcel. Refund is made on an average 7 days after our warehouses receive your return parcel.

Q: How will I be refunded?

A: The refund will be made in the same way as the initial payment. Thus, if you have made the payment by a credit card, your bank account will be credited again and if you have made the payment via PayPal, then your PayPal account will be credited.

Q: What will I have to pay for returning an item?

A: For returning an item, you just need to send back the parcel, fill in the RA (Return Authorisation) attached to your invoice and call up the delivery/courier company. You can call up our delivery/courier company UPS (http://www.ups.com/), the postal services of your country or any other delivery/courier company. The postage will be borne by you and will depend on the forwarder and the company shipping your return parcel.

You can find the details on your refund under “Returning your purchases” in your account.

However, if you reject your parcel or if you return the same because it was damaged, then it will be returned to La Redoute by UPS. In this case, you will be refunded and wouldn’t require paying for returning the parcel.

If you live outside the European Union and if you wish to return your order, you will need to fill up an export declaration, wherein you will be asked the following:
- The country of origin of the goods (country of manufacture appearing on the label “made in”)
- The original amount
- The INCOTERM chosen (International Commercial Terms): You must choose DDU (Delivery Duty Unpaid). You must then pay for the return charges, but you will not have to pay any export duties.

Q: Do I have to separately return my orders placed on laredoute.com and those on the other laredoute website?

A: If you have been regularly ordering on one of our websites (laredoute.fr, laredoute.be, laredoute.ch…) from one country, you are perhaps used to returning your parcel through a PUP (Pick-Up Point) or by post to an address in France. For returning an item ordered on laredoute.com, you need to go through a forwarder, be it UPS, Post Office or another delivery/courier company and send it to the following address: Redoute.com Return

                                                  LA REDOUTE TG5
                                                  228 rue Colbert
                                                  59200 TOURCOING
                                                  FRANCE

Q: Can I return an item from my parcel of products ordered on laredoute.fr?

A: Unfortunately, the warehouses that manage parcels for laredoute.fr and laredoute.com are not the same. Thus, the address for returning your parcel is not the same either.

For your information, please find below the address for returning your parcel to laredoute.com: Redoute.com Return
                                                    LA REDOUTE TG5
                                                  228 rue Colbert
                                                  59200 TOURCOING
                                                  FRANCE

Q: For a refund, will I get back my custom duties?

A: At the time of collecting your order, you need to pay for the custom duties, the amount of which shall depend on your country of delivery. These are the charges paid towards delivering the parcel and will not be refundable.

Paying for my order

Q: What are the means of payment accepted on laredoute.com?

A: On laredoute.com, you can pay by credit card or via PayPal.

Q: Can I pay securely online?

A: When you pay by credit card or by American Express, you need to clearly provide the below details on our secure online payment page:

Your card number, date of validity and your security code at the back of the card. This is the first step in the verification process.

Kangourou card holders need to give their Kangourou customer number in order to enjoy easy payment terms.

In both the cases, stringent verification is done by the authorisation servers in order to avoid any kind of fraud.

Finally, the details get encrypted and all the information gets coded. NONE OF YOUR CARD DETAILS CAN BE SEEN CLEARLY ON THE SITE.

Q: What do you mean by payment via PayPal?

A: PayPal is a system for making secure online payments. For opening a PayPal account, you need to only provide your PayPal account with a credit card through a secure login and then send an order for bank transfer by a simple e-mail while making a purchase online.

Money will, then, be transferred from your PayPal account to, for e.g., the PayPal account of laredoute.com.

The advantage of this solution is that, the bank details of one party are never communicated to the other party during a transaction. This system does not charge any additional fees at the time of making your payment.

2. I have placed my order

My order is in process

Q: How can I receive my orders, my refunds and how can I print my order summary?

A: You can find all the details concerning your orders, track your refunds, return items, subscribe/unsubscribe to newsletters, modify your details, print your order summary….by logging in and going to My Space.

If you wish to have a copy of your invoice, you may contact our consultants on 0041 848 848 708* for French speakers or on 0041 848 848 718* for English speakers.

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays

Q: Can I find the details of my orders and track them directly?

A: To track, modify or cancel an item, you just need to log in to your account and go to “Track my Orders”

You will then be able to access your orders in progress, a list of your recent orders as well as your refunds.

Under “My orders in progress”, you will see your items classified under various categories (“in preparation”, “in transit” …).

When you click on “Delivery status and details” under “My Space/Track my Order”, you will be directed to the UPS website wherein you will be able to get the details on the status of your delivery.

Q: My parcel says “currently being prepared” in my order follow-up since many days.

A: Sometimes, it so happens that the parcels in transit are still shown as “in preparation”.
It happens occasionally and does not, in any way, affect the delivery of your order.

Q: I haven’t received an acknowledgement receipt for my order. Has it been registered?

A: As soon as you confirm your order, you will receive an e-mail acknowledging the same.

However, a typo error in your e-mail address may hinder us from sending you the acknowledgement mail.

In order to ensure that your order was registered well, you may click on “Track my Orders” on the home page and check if your items appear under “In process of being registered”.

If your order was not registered, we request you to kindly re-order. In this case, you may not have been invoiced at all.

Q: I haven’t yet received my order

A: You will be able to track your order as soon as your parcel has been handed over to UPS, the courier company.

Good to know:
- Your item was available, it will be delivered to you within 7days (it may vary depending on your country of delivery)

If the time-frame given to you at the time of placing your order has been crossed, please contact us by mail (info@redoute.com) or call us on 0041 848 848 708* for French speakers or on 0041 848 848 718* for English speakers

Trick:
For tracking your orders:
- Go to “Track my Orders”
- Log in (if you haven’t logged in on arrival at the site).
- Details of all your orders will be displayed.

Q: Can I modify my order or cancel an item?

A: Click on “Track my Orders” under “My Space” (please make sure that you have logged in).

- If your item can be seen under “In process of being registered”, you can change it by calling your consultant immediately on 0041 848 848 708* for French speakers or on 0041 848 848 718* for English speakers.

- If your item can be seen under “Awaiting items”, unfortunately, you can no longer cancel this item. Best would be to return that item then.

If you wish to contact us via e-mail, click on “Contact us” below.

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Q: I made a mistake, I would like to cancel my order in process, is it possible?

A: Click on “Track my Orders” under “My Account”.

- If your item can be seen under “In process of being registered”, you can change it by calling your consultant immediately on 0041 848 848 708* for French speakers or on 0041 848 848 718* for English speakers.

- If your item can be seen under “Awaiting items” under “Track my Orders”, unfortunately, you can no longer cancel this item. Best would be to return that item then.

If you wish to contact us via e-mail, click on “Contact us” below.

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Delivery of my items

Q: I would like to change the place or the country of delivery for my order

A: As soon as you confirm your order, it is already being processed. It is, thus, impossible to change it.

However, if your order can be seen under “In process of being registered”, under “Track my Orders”, you can change it by calling your consultant immediately on 0041 848 848 708* for French speakers or on 0041 848 848 718* for English speakers or by refusing to accept the parcel when it is delivered at your home.

If you have paid for your order in advance, you will receive the refund as soon as we receive your parcel.

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Q: I haven’t yet received my order

A: You will be able to track your order as soon as your parcel has been handed over to UPS, the courier company.

Good to know:
- Your item was available, it will be delivered to you within 5 days (depending on your country of delivery)

If the time-frame given to you at the time of placing your order has been crossed, please send us an e-mail at info@redoute.com or call us on 0041 848 848 708* for French speakers or on 0041 848 848 718* for English speakers.

Trick:
For tracking your orders:
- Go to “Track my Orders” under “My Space”.
- Log in (if you haven’t logged in on arrival at the site).
- Details of all your orders will be displayed.

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Q: What are the charges to be paid at the time of placing an order?

A: The delivery charges depend on your country of delivery. This amount will be indicated in your basket when you place your order.

Please find below the standard delivery charges for each country:
 
Country of destination
Delivery charges (in EUR) Delivery charges (in USD) Delivery Schedule
Ireland, Malta 2,90 € 3,77 USD 5 to 7 days
Austria, Bulgaria, Czech Republic, Denmark, Estonia, Latvia, Lithuania, Finland, Germany, Netherlands, Slovak Republic 8,90 € 11,57 USD 5 to 7 days
USA, Australia, Canada, Taiwan, Hong-Kong, Singapore, Japan, Andorra, Belarus, Bosnia, Herzegovina, Hungary, Iceland, Israel, India, Macedonia, Moldova, Serbia, Turkey 9,90 € 12,87 USD 5 to 7 days
Rest of the world* 12,90 € 16,77 USD 5 to 7 days

* Angola, Benin, Burkina Faso, Burundi, Cap Verde Islands, Central African Republic, Chad, Madagascar, Mali, Mauritius, Mozambique, Swaziland, Tanzania, Uganda, Zimbabwe, Albania, Bolivia, Brazil, Chile, Colombia, Costa Rica, Dominican Republic, Ecuador, Guatemala, Haiti, Jamaica, Mexico, Panama, Paraguay, Peru, St. Christopher (St. Kitts), Uruguay, Venezuela, Afghanistan, Armenia, Azerbaijan, Bangladesh, Bhutan, Brunei, Cambodia, East Timor, Georgia, Indonesia, Iraq, Israel, Kazakhstan, Kyrgyzstan, Malaysia, Maldives, Mongolia, Nepal, Pakistan, Philippines, Sri Lanka, Tajikistan, Thailand, Turkmenistan, United Arab Emirates, Uzbekistan, Vietnam, Yemen, Republic Of, Marshall Islands, Vanuatu, Tuvalu, Fiji, Kiribati, Micronesia (Federated States Of), New Zealand, Papua New Guinea, Solomon Islands, American Samoa, Samoa, Tonga, Algeria, South Korea

Q: The delivery or courier company has missed me several times as I was not at home, how can I collect my parcel?

A: In this case, the company UPS will come in 3 times to deliver your parcel, that is, on 2 consecutive working days for the first attempt. After these 3 attempts, UPS will contact you to fix you a new delivery. If UPS is unable to contact the client within 48 hours, the parcel will be returned to La Redoute.com.

3. I have received my order

Promotions and Discounts

Q: Why wasn’t my promotional offer accepted?

A: Please check the relevant terms and conditions of your offer:

- Has the end date passed?
- Have you already used it?
- Have you chosen the items that are not covered by this offer (collection, boutiques, exclusives, discounted items, new arrivals … ?
- does your order reach the required purchase value?

If required, contact us by e-mail at info@redoute.com or call us on 0041 848 848 708* for French speakers or on 0041 848 848 718* for English speakers.

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Q: I do not understand how the discounts are calculated on the items ordered.

A: You may see your order details under “My Space” – “My Orders”.

Go to, “My Space” – “My Orders”. Then, click on the concerned order.

If this is not what you were looking for, you may write to us at info@redoute.com or call us on 0041 848 848 708* for French speakers or on 0041 848 848 718* for English speakers.

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Asking for an exchange or refund

Q: I have properly received my order. I wish to exchange or return an item. How can I do it?

A: For the time being, on laredoute.com, you can simply return your order. You will, then, be refunded for the returned item.

For returning an item, you just need to send back the parcel, fill in the RA (Return Authorisation) attached to your invoice and call up the delivery/courier company. You can call up our delivery/courier company UPS (http://www.ups.com/), the postal services of your country or any other delivery/courier company. The postage will be borne by you and will depend on the forwarder and the company shipping your return parcel.

You can find the details on your refund under “Returning your purchases” in your account.

However, if you reject your parcel or if you return the same because it was damaged, then it will be returned to La Redoute by UPS. In this case, you will be refunded and wouldn’t require paying for returning the parcel.

If you live outside the European Union and if you wish to return your order, you will need to fill up an export declaration, wherein you will be asked about the country of origin of the goods (country of manufacture appearing on the label “made in”), the original amount and the INCOTERM (International Commercial Terms) chosen. The INCOTERM to choose will be DDU (Delivery Duty Unpaid). You must then pay for the return charges, but you will not have to pay any export duties.

Q: I would like to know the status of my refund.

A: You can find the details on your refund under “Returning your purchases” in your account.

Q: I haven’t received my refund

A: You can find the details on your refund under “Returning your purchases” in your account.

If however, the refund was not made within 30 days after receiving the returned parcel, please contact us by e-mail (info@redoute.com) or by telephone on 0041 848 848 708* for French speakers or on 0041 848 848 718* for English speakers

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Q: I returned my item but my statement does not reflect the respective deduction.

A: The refund will be made in the same way as the initial payment. Thus, if you have made the payment by a credit card, your bank account will be credited again and if you have made the payment via PayPal, then your PayPal account will be credited. Thus, you will not receive any cheques by post.

If however, the refund was not made within 30 days after receiving the returned parcel, please contact us by e-mail (info@redoute.com) or by telephone on 0041 848 848 708* for French speakers or on 0041 848 848 718* for English speakers

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Q: In which currency will I be given my refund?

A: You will be refunded in the same currency in which you had paid for your order; if it was dollars, then the refund will be given in dollars, if it was euro, then the refund will be given in euro.

Q: How will I be refunded?

A: The refund will be made in the same way as the initial payment. Thus, if you have paid for your order by a credit card, your bank account will be credited again and if you have made the payment via PayPal, then your PayPal account will be credited. La Redoute will be credited again and if you have made the payment via PayPal, then your PayPal account will be credited.

You can find the details on your refund under “Returning your purchases” in your account.

My orders

Q: How can I get a duplicate of invoice?

A: To print your invoice, go to “My account” – “My Orders”. Click on your invoice number and you will be able to view your invoice, which you can then print.

My deliveries

Q: The item received is not the one that I ordered

A: In this case, there are several possibilities:

- Under your order summary (which you can find in “My Space” – “My Orders”), the items listed are not the one that you had thought of ordering. In this case, you will need to return your parcel. (To know more, go to the section “Return” in the FAQs)

- In your order summary, the items are not the ones that I have received. In this case, we request you to get in touch with one of our consultants, either by telephone (0041 848 848 708* for French speakers or 0041 848 848 718* for English speakers) or by sending an e-mail to: info@redoute.com.

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Q: Why do I have to pay for the custom duties?

A: If you are getting your order delivered in a country within the European Union, you will not be required to pay for the custom duties.

However, if you are getting your order delivered in a country outside the European Union, you will be required to pay for the custom duties most of the times. On the contrary, you will not be paying the VAT which will, therefore, be taken from the amount of your order, what you can see in your basket, after having logged in to your account.

4. Other questions

The website

Q: I am facing problems in connecting to the La Redoute.com server

A: For connecting to the secure online payment server, you will need a browser supporting encryption protocol,SSL(SecureSocket Layer). With the older versions (before 1998), you will not be able to connect to the server. For maximum comfort on the Internet, it is recommended to use the latest versions of the browser.

Q: I face display problems on the site

A: You have faced some difficulties during your visit on our site. For good results, you must:

- have the latest version of your web browser (if required, you may update it from the publisher’s website)
- ensure that your browser is customised well and enables:
- Java Script
- Java Applets
- Cookies

Trick : Please get in touch with your service provider for help.
After having the above in place, if you still face some difficulties and are unable to place the order, please contact us on 0041 848 848 708* for French speakers or on 0041 848 848 718* for English speakers, we will then register the order for you

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Q: I wish to send you an e-mail

A: We shall be glad to receive feedback from you. Your valuable feedback will help us improve the quality of our services.

If you do not find the answer to your question in our FAQ section, you may send us an e-mail at info@redoute.com

Q: I received an e-mail stating that my basket has not been validated, whereas I had confirmed my order

A: This could be due to a technical problem. We request you to go to “Track my Orders” and check if your order was properly registered.

If not, then please contact us on 0041 848 848 708* for French speakers or on 0041 848 848 718* for English speakers. We will register your order.

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

My Account

Q: How can I unsubscribe myself from receiving your newsletters?

A: You can go to “My Space”.

After having logged in, click on “Modify my details” and uncheck the box “Newsletter”.

In each newsletter, you will be able to see a link that can enable you to unsubscribe yourself from receiving the newsletters in future.

Q: How can I receive my newsletters in another language?

A: You can go to “My Space”.

After logging in, click on “Modify my details” and then on “Modify my preferred language”. Also, please note, in each newsletter, you can find a link which will let you modify your preferred language.

Q: How can I create an account?

A: You can get yourself an account on La Redoute.com by:

- creating an account on the website (link “create an account” at the top of the page) After having created an account as a new customer, you will be given your client reference number.

- placing your first order as a new client, by telephone: A consultant will, then, create an account for you. You will be given a 9 digit number which you will be required to mention in all your future communications.

Even if you are already a customer on another La Redoute website, you will be required to create a new account on laredoute.com. When using it for the first time, click on "Create my account”. You will, then, be directed to a new page wherein you will be required to fill in the necessary information.

Important: You must have a valid e-mail address in order to successfully register yourself as it will be the preferred channel for communicating with you. Also, choose a password that you can easily remember. You will be prompted for the same each time you log in to the site.

Trick: We also request you to provide us with your telephone numbers in order to keep you posted on your orders, deliveries, etc.

Q: I forgot my password or my client reference number.

A: If you have forgotten your password, you can click on “Password forgotten” and an e-mail will be sent to you with your password.

If you have forgotten your log in details, you can create a new account.

If required, you may contact us on 0041 848 848 708* for French speakers or on 0041 848 848 718* for English speakers. We will register your order.

*International charges may apply
The call-center is available between 8am & 7pm (GMT) from Monday to Friday / between 9 am & 12am on Saturdays.

Q: How are my personal details used?

A: LA REDOUTE is required to collect certain information from you: Last name, first name, e-mail address as well as postal address.

If we have your e-mail address, we will be able to send you your order confirmation by e-mail.
You have the right to access, modify and delete information concerning you.

This computerised data processing, particularly, the management of e-mail addresses, is subject to a declaration.
LA REDOUTE makes every effort to ensure the confidentiality and security of the data transmitted to the website. To this effect, the Internet Website uses a secure mode of payment – SSL (Secure Socket Layer).
This automatised data process (that manages e-mail addresses for example) has been officially declared.

For managing calls, the data may be processed in Switzerland

At the time of creating your account, you may choose to receive offers (by checking the appropriate box) from LA REDOUTE as well as from other companies of the Redcats Group or their trading partners, by mail, telephone or SMS. If you choose to receive such offers, you can always change your mind! You may go to “My Space/Modify my details” and uncheck the boxes “LaRedoute.com Newsletter and Offers” and “Best offers from selected LaRedoute.com partners”. If you no longer wish to receive offers from La Redoute.com, you can contact us (please mention your full name, address and client reference number):

- By sending an e-mail to info@redoute.com
- By writing to La Redoute.com – Customer Service – Case postale – 1818 Montreux – Suisse

A link at the end of each mail will also enable you to unsubscribe yourself.

While placing an order, your personal data will be electronically processed.

La Redoute reserves the right to collect data pertaining to the user, especially through cookies. La Redoute can transfer the identity and contact details of the users to its trading partner, for commercial purposes.

If you wish to access your details, please send a request by post, stating your Customer Account Number, along with a photocopy of your proof of identity, to:

La Redoute - Service Relation Client - Case postale – 1818 Montreux - Suisse

You will have a right to access, modify and delete details concerning you and the right to object their processing. If you wish, you may write to:

LA REDOUTE.com – Customer Service
Case postale – 1818 Montreux
Switzerland

- mentioning your full name, address, e-mail id and the client reference number (if possible) so that your request can be quickly taken into consideration. You can also send in your requests via e-mail at the following address: info@redoute.com. With the same details, you can also opt out of the various marketing promotions, without any charge.

Q: How can I manage my details?

A: Please follow the steps below to modify your details (e-mail address, telephone no., postal address…):

- Click on “Log in” at the top right and enter your username and password.

- Click on “My Space/My Details” on the top right again.

- And you will be guided through!

Q: I have relocated to a different country, but I cannot create an account in my new country, what do I do?

A: Please check if your new country is delivered by La Redoute.com Click on “Delivery all over the world” which can be found under the tabs “Women”, “Men”…If you don’t see the flag of your country, it means that, for the time being, your country is not delivered by our site.

Q: I have relocated to a different country; can I keep the same account?

A: In this case, you can very well have the same account. You just need to go to “My Account/My Details” and modify the field “Country”. On the other hand, if your new country cannot be found on the list of countries covered by laredoute.com for deliveries, it will not appear therein.

Q: I already have an account on a laredoute website, can I use the same account on redoute.com?

A: Unfortunately, you will have to create a new account for laredoute.com, even if you already have an account on another laredoute website.

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La Redoute : French fashion online, womenswear, menswear, kidswear, bedlinen, delivery in more than 150 countries !

Welcome to La Redoute! Let French fashion come to you all around the world … On La Redoute.com you can order your clothing online and get it delivered internationally to your home! From season’s must-haves at discount prices to world known brand: Adidas, Nike, Puma, Converse, Levi’s, Kaporal …
Enjoy our discounts and promotional codes on ladies fashion, women clothing: dresses, skirts, leggings, women trousers, women vests, women swimwear. Kids clothing for your children: baby clothing, girl clothing, boy clothing. Fashionable men clothing: men shirts, men jumpers, men trousers, men vests, men jeans, men swimwear. Order this season’s shoes: women shoes, kids shoes, men shoes. Plus sizes: plus sizes lingerie, plus sizes bras, plus sizes swimwear. Discover our French lingerie shop: bras, nighties, briefs. Buy your homeware and bedlinen online: covers, sheets.

La Redoute



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