About ordering

1. Can I have my order delivered to another address?
2. Can I re-order items that are currently out of stock?
3. Do I need an email address to order online?
4. How can I find out if the items are in stock?
5. How do I cancel an order?
6. How do I find out about exclusive offers?
7. How do I know I have received my Special Offer?
8. How do I know you have received my order?
9. How do I place an order?
10. How do I pay for my order?
11. What is an order code?
12. I forgot to quote my order code when I placed my order. Can I still use it?
13. What size should I order?
14. Where is my gift/discount?
15. Why does the discount not show on my order?
16. Will you confirm my order details?
17. Will you tell me when my order has been despatched?

Delivery and receiving your goods

18. Am I charged for items as soon as I order them?
19. Can I change my delivery address after I have placed my order?
20. Can I track my order online?
21. Do you deliver on Bank Holidays?
22. Do you offer a quick delivery service?
23. How long does delivery take?
24. How much is delivery?
25. How will my parcel be delivered?
26. What should I do if an item is missing from my parcel?
27. What should I do if I receive the wrong item?
28. Where do you deliver to?
29. Where is my order?
30. Why charge me for Post & Packing?
31. Will my order be delayed if some items are out of stock?

How do I exchange or return items?

32. Are there some items I can not return?
33. Can I cancel a collection I've requested?
34. Can I return unsuitable items and is it free?
35. Have you received my returns?
36. How do I exchange an item?
37. How do I get a refund?
38. How do I prepare my parcel for return?
39. How do I return a faulty item?
40. How do I return items out of the 14 day home approval time?
41. How long do returns take to get back to you?
42. I have misplaced my packaging and want to return an item; can I have some more packaging?
43. What is your returns policy?
44. Will I still be charged for delivery if I return the whole order?

Managing your Credit Account

45. What is a La Redoute Credit Account?
46. What is my balance?
47. How is my balance calculated?
48. What is my minimum payment?
49. When is my payment/statement due?
50. How much do I have to pay?
51. How do I make a payment?
52. Can I make a payment online?
53. How do I know my credit card and other personal details are secure?
54. Have you received my payment?
55. Can I have some payment slips?

My Account

56. What is 'My Account'?
57. How do I sign in to My Account?
58. How do I register for My Account?
59. How do I amend my details?
60. I have forgotten my password
61. My new password is not being recognised

Other useful information

62. About Ellos
63. Ellos & La Redoute
64. Accessibility
65. Are you a member of the mailing preference service?
66. How can I contact you?
67. How do I recommend a friend?
68. How do I unsubscribe/close My Account?
69. Is the site secure?
70. Search Tips
71. Substitute/alternate items
72. What are cookies and why are they used?
73. What are your opening hours?
74. What is my credit/debit card security number?
75. What is my customer number?

Contact Us

76. How can I contact you ?

1. Can I have my order delivered to another address?

It is possible to arrange delivery to an alternate address as long as it is a residential address

For security purposes we are unable to change the delivery address when you are placing your first order using the La Redoute Credit Account (our sister brand La Redoute is the credit provider for Ellos).

You will be given the option of changing your delivery address when you place your order, or alternatively let the advisor know when you place you order over the phone.

Once you have placed your order with us, we are unable to change the delivery address. If you are ordering over the telephone please advise the operator that you would like the order delivering to an alternate delivery address and the details will be taken from you.

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2. Can I re-order items that are currently out of stock?

If demand for a product is greater than we expected it may sell out temporarily. If this happens we will do our best to arrange further stock, when this becomes available you will be able to order the item.

When looking at an item online you need to select the size and colour you are interested in and we will be able to give you the availability of that item. If the the item is 'out of stock' or 'unavailable' you will not be able to order that particular product.

If the item you want is sold out try using our 'Search' field, found at the top of the page, to find a similar item that may be suitable e.g. Vest top

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3. Do I need an email address to order online?

When you shop with us for the first time we request an email address from you. This is so we can confirm we have received your order, and advise you when it has been despatched from our warehouse.

We will also email you with exclusive online offers and send confirmation emails to you when we have received any payments or returns you make.

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4. How can I find out if the items are in stock?

You will find the availability information below the item details once you have selected the size & colour you are interested in. If the item is on a delay, e.g. 2 weeks, then we will be getting further stock of the item around the time quoted. If the item is 'out of stock' or 'unavailable' you will not be able to order that particular product.

Item availability is updated regularly and based on the most recent information we have.

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5. How do I cancel an order?

Should you change your mind about any part of your order, please contact us on 0843 170 7070 with your customer number and order details. Our Customer Care team is available 8am - 9pm, Monday - Friday, Saturday 9am - 4.30pm.

If we are able to, we will cancel the order for you. If we are unable to cancel the order we will advise you accordingly.

Calls cost 5p per minute plus connection charge from BT landlines of less than 6p. Mobiles and other provider' charges may vary.

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6. How do I find out about exclusive offers?

Simply sign up to receive our e-mails to be the first to receive the latest news, exclusive offers and style tips from Ellos

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7. How do I know I have received my Special Offer?

If you have applied an Order Code to your order, our system will show your free gift or amount of discount on your confirmation page. Discounts and gifts will also show on your statements and delivery notes.

You must quote your Order Code and click 'activate' (during stage 2 of checkout) to ensure you receive the special offer you are entitled to. Terms and conditions of each special offer can be found on the promotion we sent to you.

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8. How do I know you have received my order?

If you have placed your order online you will receive a confirmation email from us to advise we have received your order for processing (This email is not an order confirmation or acceptance from us). Once the order is despatched to you, we will send a further email to advise it is on its way.

You can also sign in to My Account to check whether we have processed your order and keep track of the delivery status. This facility is available 24 hours a day, 7 days a week however you’ve placed your order.

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9. How do I place an order?

There are 3 ways you can shop with us: online, by phone and by post:

Online
Online collections - Click on the navigation tabs at the top of the page (ie., Women, Men, 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 'Shopping Basket', displayed in the bottom left-right corner, and follow the simple instructions on screen.

By phone
Call us on 0843 170 7070. Our advisors are available Monday to Friday 8am – 9pm and Saturday 9am - 4.30pm and can confirm availability for all your items. Your advisor will tell you the expected delivery time and stock availability.

Calls cost 5p per minute plus connection charge from BT landlines of less than 6p. Mobiles and other provider' charges may vary.

By post
Ellos, 2 Navigation Walk, Bridge Street, Wakefield WF90 8AF. If you have received a promotion from us through the post, it will contain an order form for you to complete and return to us in the envelope provided.

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10. How do I pay for my order?

There are 3 ways to pay for your order:

La Redoute Credit Account
Simply select ‘Pay with my La Redoute Credit Account’ when you place your order. The goods will show on your next statement after delivery. You can then choose whether to pay the balance in full or spread the cost by making the minimum payment.

Please note, all payments are processed by our sister brand La Redoute.

Credit/Debit Card
You can pay for your order in full when you order by selecting ‘Pay by Credit/Debit Card’. We accept Visa, Mastercard, Switch Maestro, Delta, Visa Electron and Solo cards. The payment will be processed by our sister brand La Redoute. Your card will only be debited once the items have been despatched to you.

Cheque
Post your completed order form together with your cheque (made payable to La Redoute) with your customer number and address written on the reverse. La Redoute uses the TRANSAX cheque authorisation service provided by Certegy Ltd. For more information, call 0870 053 5553.

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11. What is an order code?

This is a specially selected code that means you can claim a free gift, a discount or other promotional offer. It is usually 4 digits e.g. 1234

You can find the Order Code within selected emails and marketing materials. Order Codes need to be quoted at the time of ordering to ensure you receive the free gift or discount being offered.

Each order code has its own terms and conditions which can be found on the promotion we sent you. Please make sure you read these carefully to ensure your order meets the specific requirements relating to the order code you are using.

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12. I forgot to quote my order code when I placed my order. Can I still use it?

Please remember to make note of any order code you wish to use before you place your order, as unfortunately we are unable to add this once the order has been placed. You may save Order Codes and use them with future orders, providing they have not reached their expiry date.

Each offer has its own terms and conditions which can be found, along with the order code expiry date, on the promotion we sent to you.

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13. What size should I order?

Our comprehensive size guides will help you buy clothes and footwear. Full size guides are provided for men, women, children and accessories. 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.

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14. Where is my gift/discount?

Did you quote your special Order code when you placed your order?

It is vital that you quote this code whichever way you place your order, as this confirms your entitlement to the offer.

You can find the Order Code on promotional emails. Each order code has its own terms and conditions which can be found on the promotion we sent to you.

Please make sure you read these carefully to ensure your order meets the specific requirements relating to the order code you are using. If the order does not meet these conditions the gift/discount will not be applied.

If your order did meet the conditions of the promotion and you have not received your gift/discount, please contact us:

By e-mail
For any queries please use the following e-mail address: ellos@redcats.co.uk

To contact us by phone
Call 0843 170 7070. Our lines are open Monday to Friday 8am – 9pm and Saturday 9am - 4.30pm. Calls to our Customer Care Team cost no more that 5p per minute with a connection charge of less than 6p from BT landlines. Mobiles and other providers' charges may vary. Please check with your phone company for details.

By post
Write to – Aneka Johnsson, Customer Care Manager, Ellos, 2 Navigation Walk, Bridge Street, Wakefield, WF90 8AF

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15. Why does the discount not show on my order?

Please make sure you quote your order code when placing an order to ensure the discount is applied.

The discount will show on your order confirmation and confirmation email. Once we have processed your order, the discount will show on your statement which you can view within My Account.

Please make sure you read the terms and conditions of the order code you are using to ensure it can be applied to the goods you are ordering. Discounts may not be applicable on sale goods, green pages and mini price items.

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16. Will you confirm my order details?

If you are ordering online we will send a confirmation to the email address registered on your account.

Once you have completed checkout and seen the thank you for your order page the final details of your order will be confirmed. We will then e-mail an order acknowledgment to you. This confirms we have received the order for processing, it is not an order confirmation or order acceptance from us.

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17. Will you tell me when my order has been despatched?

Yes, if you have given us your email address, when you place your order we’ll email you when your order is ready to be despatched from our warehouse.

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18. Am I charged for items as soon as I order them?

Once goods have been despatched to you we will either take payment from your credit/debit card or add the cost of the goods to your La Redoute Credit Account, depending on the way you have chosen to pay.

Our sister brand La Redoute is the credit provider for Ellos.

If you have placed a postal order and sent us a cheque we will 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 will refund the cost to you.

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19. Can I change my delivery address after I have placed my order?

Once you have placed your order with us we are unable to change the delivery address.

If you are not home to take delivery of your parcel, you will be left a card from the courier inviting you to re-arrange delivery.

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20. Can I track my order online?

You can view details of you order online in the My Statements and My Orders sections.

If an item has not yet been despatched it will show in the 'Items not charged to account' section on your statement details screen. When your item is in stock, and is despatched to you, it will move to the 'items charged to your account' section on your next statement.

Please note that if you also shop with La Redoute your My Account section & statements will also include details of any La Redoute orders.

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21. Do you deliver on Bank Holidays?

Our couriers and carriers do not work on bank holidays.

Deliveries at times such as Easter weekend and Christmas may take slightly longer than usual.

We will advise you of any delivery delays due to bank holidays when you place your order.

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22. Do you offer a quick delivery service?

At Ellos we endevour to deliver your goods as quickly as possible. When placing your order online you will be provided with an expected delivery time during the checkout. If you order via telephone we will advise you when we expect the order to be delivered.

We do not offer an express delivery service, however we will always try to deliver as soon as your order is available.

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23. How long does delivery take?

Your order will usually be delivered to your door within 3 to 5 working days. On occasion, there may be a small delay as some of our items are despatched from France. If you have registered your email address with us, you will receive a confirmation email when your goods are ready to be delivered.

If your parcel has not arrived after 14 days and you have checked your account online, please contact us for a delivery update.

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24. How much is delivery?

Post and packing costs just £3.99 per order This is not dependant on the size of the parcel, so whether you order 2 items or 20 items the postage charge remains the same.

If, for any reason, we send your order in separate parcels you will still only pay one delivery charge.

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25. How will my parcel be delivered?

We deliver everything direct to your home by courier company Hermes. Hermes currently employ over 5500 self employed couriers who cover 98% of the UK and the British Isles, with the latter 2% covered using a ‘complimentary carrier’ eg: Parcelforce.

If you are not home when the courier calls to deliver your parcel, they will leave a calling card with their contact details so delivery can be re-arranged.

Please note we only deliver to private home addresses.

All couriers will collect any parcels you wish to return at the same time.

Your courier’s number will be on your parcel if you wish to call them.

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26. What should I do if an item is missing from my parcel?

If part of your order is out of stock, we will despatch the items that are available to you first. The rest of the order will be despatched once it arrives in our warehouse. You will not be charged any extra postage for these subsequent deliveries.

Your delivery advice note will tell you exactly which items should be in your parcel, it will also give you information on any out of stock items still to be delivered. If there is an item listed on your delivery advice note that should be in your parcel, but is not, please contact us.

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27. What should I do if I receive the wrong item?

At Ellos we want you to be delighted with your order so please call us on 0843 170 7070 and we will order a replacement or exchange item which will be delivered for free. We will also arrange a collection if you are in a courier area.

Our Customer Care team is available 8am - 9pm, Monday - Friday, Saturday 9am - 4.30pm.

If you wish to contact the courier to arrange the collection, your courier's number will be on your parcel. Please fill in the returns form with the details of what the items should have been, and clearly indicate that it is the wrong item you have received

We reserve the right to recover our costs for returns made through the Post office when you have a courier collection service in your area - this charge will be added to your next statement. Items should be returned within the 14 day approval.

Calls cost 5p per minute plus connection charge from BT landlines of less than 6p. Mobiles and other provider' charges may vary.

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28. Where do you deliver to?

We will deliver goods to addresses in the UK, Northern Ireland, Channel Islands, Isle of Man and BFPO Germany.

Ellos also has international sites in the following countries. You can only order from the international sites if you live in that country.

Please select which website you wish to view:

• Sweden
• France
• Russia
• Norway
• Finland
• Denmark

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29. Where is my order?

If you are registered with My Account you can check your order on your Account Summary - view recent orders. If you also shop with La Redoute you will be able to view your orders from here also.

If all the items on your order are in stock, we normally deliver within 3 to 5 working days. However, because some of our products are despatched from France, there may occasionally be a small delay.

If your parcel has not arrived after 14 days and you have checked your account online please contact us for a delivery update.

Register with 'My Account'

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30. Why charge me for Post & Packing?

It is common for some companies, who do not charge post and packing, to inflate the price of their products to cover this cost.

Other companies have a sliding scale of delivery charges; where the more you spend, the more they charge you.

At Ellos, post and packing is always £3.99, no matter how large your order.

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31. Will my order be delayed if some items are out of stock?

No, if part of your order is delayed we will send the items that are available out to you as soon as possible. The items that are delayed will be sent out as soon as they arrive in our warehouse, at no extra cost to you. When placing your order we will inform you of any deliveries delays.

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32. Are there some items I can not return?

Certain items are not sold on our usual approval period. If you cannot return an item we will indicate this at the time of ordering.

After you have received your goods, the law gives you 7 working days to change your mind and cancel the order. Ellos have extended this approval time to 14 days.

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33. Can I cancel a collection I've requested?

The easiest way to do this is to contact your courier direct. You will find their number on the outside of your parcel on a yellow sticker, if there is one attached.

If you are unable to contact your courier via telephone please advise that you no longer wish to return the parcel when they call to collect it.

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34. Can I return unsuitable items and is it free?

Each parcel contains a delivery note, listing items enclosed and explaining if we have been unable to send some of your order. Keep this until you are satisfied with everything; then, if you wish to return any items, just fill in the returns form attached, stating your reasons for return within 14 days. This will enable us to address any issues.

If your goods are delivered by our local courier Hermes, they will collect your return parcel FREE of charge. This is the quickest and easiest way to get your items back to us and avoids the queue at the Post Office.

To arrange a returns collection at a place and time to suit you, simply call us directly within 14 days of receipt using the contact details on the outside of your parcel.

Please return items in their original condition and packaging.

Register with 'My Account'

By phone - call us on 0843 170 7070. Our advisors are available 8am-9pm Monday-Friday, 8am-4.30pm Saturday.

Collections normally take up to 5 working days.

You can also take your returns parcel to a Post Office. Please see your delivery note for further details. You do not pay for postage on items returned through the Post Office but please note that if you do return items through the Post Office when our courier service is available to you, we may apply a nominal administration charge to your account. This charge would appear on your following statement. Please contact us for more details.

Calls cost 5p per minute plus a connection charge from BT landlines of less than 6p. Mobiles and other providers’ charges may vary.

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35. Have you received my returns?

It normally takes around 10 working days for returns to be credited. We will credit your La Redoute Credit Account or credit/debit card depending on your payment method. Our sister brand La Redoute manages all payments and refunds for Ellos.

If you complete your email details when you place your order, we are able to send you an email as soon as we receive your returned items.

You can, of course, check we have received your returns by logging in to My Account and check your Account Summary page

At Ellos we want you to be delighted with your order so please call us on 0843 170 7070 and we will order a replacement or exchange item for you, if required.

Our Customer Care team is available 8am - 9pm, Monday - Friday, Saturday 9am - 4.30pm.

Register with 'My Account'

Calls from BT landlines will cost no more than 5p per minute with a 3.5p connection charge. Mobiles and other provider' charges may vary

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36. How do I exchange an item?

Just call our Customer Care team on 0843 170 7070, between 8am and 9pm, Monday - Friday, Saturday 9am - 4.30pm, and tell us which item you wish to exchange and the replacement details (catalogue number, size and colour).

You will not be charged Post and Packing on exchange items or additional items that you order at the same time.

We can only ensure you are not charged any additional Post and Packing if you call us, if you order a replacement online or by post the charge will automatically be added.

We can also arrange a collection at the same time if you wish.

Calls cost 5p per minute plus connection charge from BT landlines of less than 6p. Mobiles and other provider' charges may vary.

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37. How do I get a refund?

Once we have received your returned goods, your statement will be adjusted accordingly.

It normally takes around 10 working days for returns to be credited. We will credit you La Redoute Credit Account or credit /debit card depending on your payment method. Please note that the credit will be made by our sister company La Redoute.

If you have a Credit Account and are registered with My Account, simply check on your account summary page.

Register with 'My Account'

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38. How do I prepare my parcel for return?

When preparing to return a parcel to us please make sure you have done the following:

• Replaced all items to be returned back in their original packaging and place inside the parcel.
• 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.
• Attach the returns label to the outside of your parcel.

The returns form and returns labels are found on the delivery note. Please detach the top half and keep for your records. To arrange a collection please contact your courier, their number will be on the outside of your parcel on a yellow sticker, if there is one attached. When your parcel is collected, ask the courier to sign your counterfoil sticker (found on the delivery note). You should keep this as your proof of return.

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39. How do I return a faulty item?

At Ellos we want you to be delighted with your order so please call us on 0843 170 7070 and we will order a replacement or exchange item, plus we will arrange a collection for you (if you are in a courier area). When filling in your returns form please indicate that the item is faulty.

Our Customer Care Team is available Monday - Friday from 8am to 9pm, Saturday from 9am to 4.30pm

We reserve the right to recover our costs for returns made through the Post office when you have a courier collection service in your area - this charge will be added to your next statement.

Calls cost 5p per minute plus connection charge from BT landlines of less than 6p. Mobiles and other provider' charges may vary.

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40. How do I return items out of the 14 day home approval time?

Call our Customer Care team on 0843 170 7070, between 8am and 9am Monday - Friday, 9am - 4.30pm Saturday and tell us which item you want to return and the reason. You may also be asked to include a written note within the parcel – this will help us process the item and credit your account quicker.

We reserve the right to charge you a fee representing our costs for returned goods that are deemed not to be of merchantable condition or outside of the 14 day approval period.

We reserve the right to return items that are unsuitable for return/refund or exchange.

Calls cost 5p per minute plus connection charge from BT landlines of less than 6p. Mobiles and other provider' charges may vary.

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41. How long do returns take to get back to you?

It normally takes 10 working days for your account to be credited once you have returned an item to us. If you complete your email details when placing your order we will be able to send you an email as soon as we receive your returned items.

You can also check we have received your returns by logging in to My Account and checking your account summary page or 'View returns'

Register with 'My Account'

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42. I have misplaced my packaging and want to return an item; can I have some more packaging?

Where possible please return items in their original packaging.

If for any reason you no longer have this packaging and are returning an item to us, please use suitable packaging such as a plastic bag, to return your item.

Please make sure the alternate packaging covers the item completely and is waterproof.

Enclose your returns form in the parcel, put the returns label on the outside and have your counterfoil completed as normal.

If you have also misplaced your returns label please call us on 0843 170 7070. Our Customer Care Team is available Monday - Friday from 8am to 9pm, Saturday from 9am to 4.30pm.

Calls cost 5p per minute plus connection charge from BT landlines of less than 6p. Mobiles and other provider' charges may vary.

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43. What is your returns policy?

We will refund your money, or if you prefer, replace any item provided it is returned to us in ‘as new’ condition within 14 days of receipt.

We regret this arrangement does not apply to certain goods within our offers, please look out for further information/logos on the pages concerned.

We reserve the right to charge you a fee representing our costs for returned goods that are not by us in a merchantable condition or outside of the 14 day approval period.

This does not affect your statutory rights. This approval and cancellation period operates as an extension of (but includes) yours rights to cancel within 7 days of receipt of the goods under the Distance Selling Regulations 2000.

We reserve the right to recover our costs for returns made through the Post office when you have a courier collection service in your area - this charge will be added to your next statement.

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44. Will I still be charged for delivery if I return the whole order?

You have 14 days home approval on any item you order, and if you wish to return an item for any reason you can do so free of charge by using you local courier, where available. You can also return items via the post office, please see your delivery advice note for details.

We reserve the right to recover our costs for returns made through the Post office when you have a courier collection service in your area - this charge will be added to your next statement.

If the full order is returned to us, the costs for delivering the items to you will still apply.

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45. What is a La Redoute Credit Account?

To make shopping with Ellos even easier, we have joined up with our sister brand to offer you the option of using a La Redoute Credit Account†. There’s no need to pay for your items when you order, simply add them to your account and pay when you receive your monthly statement.

Your statement will detail every item you have ordered from Ellos and La Redoute, along with any returns, discounts and payments.

Don’t have a La Redoute Credit Account†? Simply select ‘Pay with a La Redoute Credit Account†’ on the Payment page when you check out or ask the advisor when placing your order over the phone.

A Credit Account is a credit agreement available subject to acceptance to UK residents aged 18+. Statements issued monthly. Payments due 21 days after statement date. Minimum monthly repayment £5 or 5% (whichever is greater)Amount of credit: £300, 12 equal monthly payments at standard interest rate of 28.8% p.a. of £29.07, total amount payable £348,84. Representative 32.9% APR variable. By applying for a Credit Account you consent to a credit search and we may share information about you and the conduct of your account with them and other companies for use in credit decisions and to pursue debtors. We may also use your information held within the Redcats group of companies including shopping habits to run your Credit Account. We may restrict or refuse orders and/or applications. For full details please refer to our privacy policy at www.ellos.co.uk

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46. What is my balance?

If you have a La Redoute Credit Account you can check your balance by signing in to My Account

My Account allows you to view recent activity on your account e.g. orders, payments and provides up to date balance information for this month.

If there is a balance on your account we will send you a monthly statement through the post

Please note, all payments are processed by our sister brand La Redoute.

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47. How is my balance calculated?

If you have a balance outstanding, we will send you a monthly statement showing the amount you owe. Your balance will also include any items you have ordered from our sister brand La Redoute.

If you have a La Redoute Credit Account and are registered with My Account you can check your balance online.

Your balance is calculated on a daily basis and will show any payments, returns and new items. (Please allow sufficient time for any recent transactions e.g. payments or returned items to be processed)

When your statement is produced it will include any insurance payments, postage and packing charges, and any interest charges (Interest charged at Typical 28.8% APR variable).

Register with 'My Account'

Please note, all payments are processed by our sister brand La Redoute.

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48. What is my minimum payment?

Your minimum payment is shown at the bottom of your current statement. We will send you a monthly statement through the post when there is a balance on you account or you can view your statement from the account summary page in My Account

You can choose to either settle your account in full or spread the cost by paying just the minimum amount.

The minimum monthly payment is 5% of the balance owed or £5, whichever is the greater. Payments are rounded down to the nearest pound. A minimum monthly interest charge of 50p applies when there is a balance on your account.

Please check your statement for any additional charges, such as interest and insurance products.

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49. When is my payment/statement due?

You will only be sent a monthly statement if you have a balance outstanding, this will show the payment due date.

If you are registered with My Account simply check your statement date and payment due by date online. The payment 'due by' date is shown on your Statement Summary screen.

Please ensure that your payment reaches us on or before the date shown on your statement, allowing at least 2 working days for payments made online, 4 working days for payments via banks or Post Offices, and 7 working days if sent by post.

Register with 'My Account'

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50. How much do I have to pay?

If you are registered with My Account simply check your minimum payment on your Account Summary page and then make your payment online; It’s easy and secure. We will send you an e-mail to confirm we have received the payment once it has been processed through the banks.

You can choose to pay the full balance, the minimum payment, or any amount in between.

If you have a balance you will be sent a statement by post. You will only be sent a monthly statement if you have a balance outstanding; this will show the payment amount.

Register with 'My Account'

If you are ordering online, you will be given the option to pay with your debit or credit card when you go through checkout.

Your card will only be debited once the items have been despatched to you.

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51. How do I make a payment?

Online: This is the quickest way to pay. Register with My Account so you can check your minimum payment and pay securely online.

We accept Visa, Mastercard, Switch Maestro, Delta, Visa Electron and Solo cards.

Over the phone: Just call us on 0843 170 7070 with your Visa, Mastercard, Delta, Maestro, Switch, Visa Electron or Solo card details.

By cheque: Please make your cheque payable to La Redoute. Ensure you write your name, address and customer number on the reverse, this will enable us to credit your payment to your account, and return it with your statement payment slip.

We use the cheque authorisation service provided by Certegy Limited. If you require any information relating to this service, please call 0870 053 5533 for an information leaflet.

Please do not send bank notes or coins.

By telephone or internet banking: you can make payments with a direct bank transfer. Just contact your bank, quoting our account reference 00294004 and sort code 20-11-81, along with your customer number, to make your payment.

At the Post Office: Pay by cash or cheque (payable to Post Office Ltd) using your statement payment slip.

At a bank: Pay by cash or cheque using your statement payment slip.

Please ensure that your payment reaches us on or before the date shown on your statement, allowing at least 2 working days for payments made online, 4 working days for payments via banks or Post Offices, and 7 working days if sent by post.

Please note, all payments are processed by our sister brand La Redoute.

Calls cost 5p per minute plus a connection charge of less than 6p from BT landlines. Mobiles and other providers’ charges may vary.

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52. Can I make a payment online?

If you have a La Redoute Credit Account and are registered with My Account you can sign in, select 'Make a payment' and enter your debit/credit card details using our secure connection.

Once we have received your online payment, and it has been cleared through the banking systems we will send you an email to confirm it has been credited to your account.

We accept most major debit and credit cards.

Please note, all payments are processed by our sister brand La Redoute.

Register with 'My Account'

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53. How do I know my credit card and other personal details are secure?

All the information above is transmitted securely using SSL encryption. This means that the information is sent in such a way that, in the extremely unlikely event that someone is somehow able to obtain this information, only we can decode the information to obtain your details. This is done by encrypting the data between your computer and our server. We encrypt the data using a certificate provided by a trusted third party, GEO Trust.

You can tell that the data is encrypted as the address in your browser will change from http:// to https:// and a small padlock icon will appear at the bottom of your browser window. This is your guarantee that you can send your details to us with confidence.

We are required by the Data Protection Act 1998 to follow strict security procedures in how we store and disclose information. You may be assured that we will adhere to these procedures with your personal details.

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54. Have you received my payment?

If you are registered with My Account simply sign in and check it online on your Account Summary page.

Once we have received your online payment, and it has been cleared through the banking systems, we will send you an e-mail to confirm it has been credited to your account.

Where you have a balance we will send a monthly statement by post, this will show all recent transactions including payments.

Please ensure that your payment reaches us on or before the date shown on your statement, allowing at least 2 working days for payments made online, 4 working days for payments via banks or Post Offices, and 7 working days if sent by post.

Register with 'My Account'

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55. Can I have some payment slips?

The quickest way to make a payment is to register for My Account and pay online. We accept most major credit/debit cards.

Should you wish to pay by cheque, or at the bank or post office you will require a payment slip. This can be found on the bottom of each statement we send you.

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56. What is 'My Account'?

My Account is specially designed to make managing your La Redoute Credit Account easy.

It's safe and secure and, once you've registered online, you will have access to a wide range of services and features such as:

Account summary: See your Account details at a glance, including your current balance and next statement date.

Make a payment: Pay your balance securely online using your debit or credit card.

My Orders: Itemises any current orders being processed and indicates which items are available, delayed or sold out.

My Returns: Shows returned items that we have received and processed.

Make a Payment: Shows all payments received and credited to your Account.

My Statements: Check your next statement and review your current and previous statements online.

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57. How do I sign in to My Account?

If you have already registered for My Account, select sign in and fill in your customer number or email address and password in the spaces indicated.

If you are experiencing any difficulty signing in to My Account, check you have entered all your details correctly. There should be no spaces or dashes between the digits of your customer number.

If you have forgotten your password, select My Account, then click 'Get Password' following the instructions on screen.

If you are still experiencing problems please contact us.

If you are a customer with La Redoute but have not yet registered for My Account, you can register at My Account. Select register now and fill in the details required.

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58. How do I register for My Account?

If you already have a customer number, you can register by visiting My Account. Select register now (under the 'Not yet registered for an online account' header) and follow the instructions provided.

If you have not shopped with us before you will need to place your first order with us which will issue a customer number for you. Once you have received your customer number you will be able to register for My Account, as detailed above.

If you are experiencing any difficulty registering for My Account, please contact us.

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59. How do I amend my details?

If you are registered with My Account sign in and select 'view my details' from the list on the left hand side of the screen.

From here you can amend your name, address, telephone number and email address by clicking on 'change'. Follow the on screen instructions, its quick and easy and your details will be amended over night.

Register with 'My Account'

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60. I have forgotten my password

Don't worry if you have forgotten your password. Go to the 'sign in to My Account page and click on 'get password'. You will be asked to answer the security question selected when you registered with us. You will then be able to select a new password. Your new password will be active immediately.

Register with 'My Account'

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61. My new password is not being recognised
If your password is not being recognised please check the details you have entered are correct. If you still cannot log in please try one of the following:

• Select 'get password' on the sign in screen to reset your password
• contact us for further assistance

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62. About Ellos

Enjoy more choice and value when you shop with Redcats' brands

Ellos offers one stop destination for Scandinavian fashion in the U.K. We are part of Redcats, which is part of the world's 3rd largest home shopping organisation.

Together with our sister brands in the UK, we bring the best fashion choices from around the world straight to your door.

Why not take a look, and see just how affordable great style is! Find out more about Ellos.

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63. Ellos & La Redoute

La Redoute is one of France’s favourite fashion brands & they have operated in the UK for over 14 years. They are also part of Redcats together with OneStopPlus, Daxon & Vertbaudet.

As an Ellos customer, you can apply for, or use your existing, La Redoute Credit Account to pay when you order. If you pay with your credit/debit card or cheque, your payment will be processed by La Redoute.

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64. Accessibility

We are working to make the Ellos site as accessible as possible to be used by everybody. You will notice changes to the site over the coming months to help with navigation, reading text, colour schemes and use of screen readers.

If you have any questions, please call our Customer Care Team on: 0843 170 7070. Our lines are open Monday to Friday 8am – 9pm and Saturday 9am - 4.30pm.

Calls cost 5p per minute plus connection charge from BT landlines of less than 6p. Mobiles and other providers' charges may vary.

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65. Are you a member of the mailing preference service?

Yes we are. Ellos subscribes to the Mailing Preference Service (MPS), administered by the Direct Marketing Association. The MPS allows customers to have their names and home addresses removed from mailing lists used by the Direct Mail Industry.

If you wish to find out more about MPS, or to have your details removed, you can write to them at: Mailing Preference Service - DMA House, 70 Margaret Street, London, W1W 8SS or visit www.mpsonline.org.uk

For information on Baby Mailing Preference (BMPS) you can write to them as above, addressing correspondence to Baby Mailing Preference Service, or visit www.mpsonline.org.uk.

For information on Telephone Preference Service (TPS) call 0845 0700 707 or visit www.tpsonline.org.uk

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66. How can I contact you?

Please go to the contact us page where you will be able to contact us immediately via email. Alternatively you can contact us by post and telephone:

To contact us by post

Please write to: Aneka Johnsson, Customer Care Manager, Ellos, 2 Navigation Walk, Bridge Street, Wakefield WF90 8AF.

To contact us by phone

Phone us on 0843 170 7070. Our Lines are open Monday to Friday 8am – 9pm and Saturday 9am - 4.30pm.

You can also apply for a La Redoute Credit Account simply by calling us Monday to Friday from 8am – 9pm and Saturday 9am - 4.30pm on 0843 170 7070.

Calls cost 5p per minute, plus a connection charge from BT landlines of less than 6p. Mobiles and other providers' charges may vary.

Calls may be recorded or monitored

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67. How do I recommend a friend?

To recommend a friend it is essential that your friend knows they are being recommended, and that they have read and understood our terms and conditions and our privacy policy. You can recommend a friend by:

• Asking your friend to call us, on 0843 170 7070, providing them with your customer number and chosen offer code. The offer codes can be found on the 'Recommend a Friend' promotional material.

Calls cost 5p per minute plus connection charge from BT landlines of less than 6p. Mobiles and other provider' charges may vary.

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68. How do I unsubscribe/close My Account?

If for any reason you wish to close your Ellos account or unsubscribe from promotional mailings or Emails, please contact us.

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69. Is the site secure?

Our Checkout and My Account pages, where personal and financial details are entered and displayed, are encrypted before being transmitted over the internet.

Encryption makes it very difficult for unauthorised people to view information travelling between computers. It is therefore very unlikely that anyone read this page as it travelled across the network.

We use High-grade RC4 128 bit Encryption to ensure you details are kept as secure as possible.

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70. Search Tips

To get the best results from our Help Section's search engine, please follow the guidelines below:

• Try to keep your question as short as possible
• Try to use key words such as payment/size etc.
• Use one of our 6 categories on the 'Can we help' page to find the question you are looking for
• Please remember you will not get a personal reply from our search engine. If you cannot find the answer you are looking for in the 'Can we help' section, please contact us, and our customer care team will be available to help with any additional queries you may have.

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71. Substitute/alternate items

Occasionally the product specifications from the manufacturer may change, in which case we may offer you a substitute item of the same, or higher quality, at the same price.

If you are not happy with the replacement item you can return it to us within the 14 day approval period in the normal way.

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72. What are cookies and why are they used?

To provide you with specially tailored information from our website and to track the effectiveness of online advertising we, in conjunction with third party companies, may use cookies.

Cookies are a piece of data that a website can send to your browser and may be then stored on your system.

Cookies allow us to understand who has seen which web pages and any advertisements that may be placed on them and to track the effectiveness of our online advertising generally.

They also help us track which pages are visited the most.

We use this information to help us to improve the overall level of service we provide to you.

Most web browsers automatically accept cookies.

You do not have to accept cookies and can set up your web browser to automatically notify you when you receive a cookie. This will give you the opportunity to decide whether to accept it.

To view the privacy policy of the third party companies click here.

To opt out of online tracking click here.

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73. What are your opening hours?

Register with 'My Account' and you can manage your account 24 hours a day.

Please contact us on 0843 170 7070. Our lines are open Monday to Friday 8am – 9pm and Saturday 9am - 4.30pm.

Calls from BT landlines will cost 5p per minute with a connection charge of less than 6p from all BT landlines. Mobiles and other provider' charges may vary.

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74. What is my credit/debit card security number?

Your card security number is printed on the reverse of your credit or debit card.

It’s a three digit code, the last three digits of the series of numbers printed at the top of your signature strip.

This security code gives extra protection when making a payment, as only the person who holds the card has this code, and it is not printed on any statements or receipts.

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75. What is my customer number?

A customer number is unique to you and identifies you as a customer with Ellos. If you have shopped with us or La Redoute before, you will already have a 9 digit customer number. This can be found on all statements and correspondence from us or La Redoute. This is usually located near your name and address and is displayed in three sets of three numbers e.g. 123-123-123.

To make things easier, If you are also a La Redoute Customer your Customer Number and login details for Ellos will be the same.

If you cannot locate this please contact us for assistance.

If you have not yet registered with us online, you can use your customer number or email address and sign in from the Home page or when prompted during checkout. Once you have registered with us you will be able to view your account securely online through My Account.

Once you have placed your 1st order, you will find your customer number on all correspondence from us and this will also be available in My Account.

Register with 'My Account'

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76. How can I contact you ?

Please go to the contact us page where you will be able to contact us immediately via email. Alternatively you can contact us by post and telephone:

To contact us by post

Please write to: Aneka Johnsson, Customer Care Manager, Ellos, 2 Navigation Walk, Bridge Street, Wakefield WF90 8AF.

To contact us by phone

Phone us on 0843 170 7070. Our Lines are open Monday to Friday 8am – 9pm and Saturday 9am - 4.30pm.

You can also apply for a La Redoute Credit Account simply by calling us Monday to Friday from 8am – 9pm and Saturday 9am - 4.30pm on 0843 170 7070.

Calls cost 5p per minute, plus a connection charge from BT landlines of less than 6p. Mobiles and other providers' charges may vary.

Calls may be recorded or monitored

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