Frequently asked questions

ORDERING
Can I telephone to place an order?
Yes, please call 0870 600 6020 Monday to Friday 8am - 8pm; Saturday 9am - 6pm; Sunday 10am - 4pm.

Do you accept orders from outside the UK?
We currently deliver to all UK and European addresses. Please select your country from the drop down menu when placing your order. Once selected you will be advised on your shipping costs. If you wish to place an order for delivery to the rest of the world, please contact our customer service department on 0870 600 60 20 or email customer.services@reddirect.co.uk to enquire about costs.

How will I know you received my order?
Once you have placed your order we will send you an automatic e-mail which confirms your billing details, address, what you have ordered and the total amount.
Your card will not be charged until the order has been dispatched.

Why is an item shown on the website if it is sold out?
We apologise if an item you would like to order is sold out. This happens because, typical to online purchasing systems, there could be several buyers signed in buying the same item at the same time. If another buyer confirms a purchase before you do, this would consequently reduce the stock level.

What happens if I don't like the items or they do not fit?

For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us.

If there is a problem with any items you have ordered, please follow the instructions below so that we can put things right as quickly as possible:

Please call 0870 600 6020 or email customer.services@reddirect.co.uk to obtain a Returns Authorisation number.

Enter this number on the returns form (which is included with your order). Complete the rest of the form with details of the item/s you are returning and the reasons why. Please return this form together with the returned item/s.

All goods should be returned in their original packaging as we cannot offer a refund or exchange on worn or damaged goods. Please note that for hygiene reasons we cannot offer an exchange/refund on pierced items of jewellery.

We recommend that you use a signature service when returning items (i.e. signature post) as we cannot be held responsible for any items that do not reach us. Please ask at the Post Office for proof of purchase. We can send a courier to collect the items, but there will be a standard collection charge.

DELIVERY
What if I am not in when my order is delivered?
All deliveries require a signature. Please give an address at which the parcel can be signed for on your behalf. The courier service will leave a card so that you can call them direct to make alternative arrangements. If you do not contact the courier company for whatever reason, the parcel will be returned back to the dispatch house, who will then contact you to discuss delivery requirements.

How much does delivery cost?
There is a UK delivery charge of £4.95 for any number of items. We also offer an Express delivery service - Monday to Friday only. The delivery charge is £6 for any number of items. Please place your order before 12pm (excludes weekends) and allow 48 hours for delivery.

Do you deliver outside the UK?
Yes, overseas and non-mainland UK postage is charged at cost. Delivery times may vary, please allow at least 10-14 days. For non-mainland UK orders the costs are calculated for you at the end of the ordering process. All deliveries require a signature. Please give an address at which the parcel can be signed for. If you wish to place an order for delivery to the rest of the world, please contact our customer service department on 0870 600 60 20 or email customer.services@reddirect.co.uk to enquire about costs.

How long does delivery take?
Where all items are in stock, standard delivery takes 2 - 5 working days (subject to availability) and costs £4.95. Your order will be sent out once payment has been approved, the address has been verified and the merchandise is in stock.

PAYMENT
Can I pay by cheque?
Red Direct is able to accept payments by cheque. Please make all cheques payable to 'Hachette Filipacchi UK Ltd'. We can also accept payments by MasterCard, Visa, Switch or Delta/Connect. Please allow up to 10 working days for cheques to clear and for your order to be dispatched.

When will the payment be taken from my credit card?
We will not charge your card until the order is dispatched. All offers are subject to availability.

Am I able to exchange goods?
We aim to make shopping as stress-free as possible. However if you are unhappy with your goods, for any reason, then please return them within 28 days. We will be happy to exchange or refund the goods providing they are returned in perfect condition and in their original packaging. For more information click here for details of returning items.

How long will it take for my refund to be processed?
Once an item has been received back at the warehouse, refunds will be processed within 28 days. No refund will be processed until such time as the unwanted goods have been returned and received.

GENERAL
Why do you want my e-mail address/telephone number, etc?
We ask for these details so that we can contact you in case there is a problem with your order. We also like to contact customers through e-mail with regular Red Direct newsletters, special offers and previews. We promise to respect your privacy. Your personal details are held securely and in strict confidence. We will never pass on your details to third party organisations, unless you agree to receive information from other carefully selected companies.

Why do we ask for other information?
We would like to gain a better understanding of our customers and their requirements.