FAQ
How can we help you?
Orders
1. How do I place an order?
2. Can I place an order without a La Rue account?
You can definitely place an order on La Rue without an account. Just pick the product you want and proceed to checkout. Once you're there, just choose "Continue without password". Don't forget to fill in your delivery information and choose your payment method.
We encourage you to create an account to stay updated with La Rue's latest and attractive promotions, plus to have your information and order history saved for your best online shopping experience.
3. Will I receive any order confirmation after placing an order?
An order confirmation with order summary will be sent to you through email and SMS right after you have placed your order. We will also send email and SMS notifications to keep you updated frequently on your order status.
4. How can I change delivery address/ phone number/ recipient for my existing order?
If you’d like to change the details of your existing order, you’ll have to send your inquiry to us as soon as possible here .
PLEASE NOTE: Delivery addresses, phone numbers and recipient names can only be changed if the orders have not been shipped out yet. Once shipped, we can no longer change the invoices as these are already printed and orders have already been handed over to our third-party couriers.
5. How do I change a payment method for my existing order?
At La Rue, we do not provide an option to change a payment method for your existing order. However,we suggest that you place a new order and cancel your existing order immediately by sending us a cancellation request here .
6. Can I change or cancel an item in my existing order?
Unfortunately, we do not have an option to modify your order after it has been placed. However, you may definitely cancel an item in your existing order as long as it has not been shipped yet. You may cancel an existing order by sending us a cancellation request here .
PLEASE NOTE: Cancellations can only be made for orders that have not been shipped out yet. Once shipped, we can no longer cancel orders as they have already been handed over to our third-party couriers en-route for delivery.
7. How can I cancel my order?
To cancel your order,please send us your request here .We will help you cancel it and notify you when done.
Problem with order received
8. I received an incomplete order, what should I do?
Please notify us immediately here so we can assist you promptly. If what’s missing from your order is a gift/ bonus, we will push to deliver it to you soon. If what’s missing from your order is a part of a product or an item, we will need you to send the whole order back to us. In this case, to assure prompt return resolution, please pack the item in its original package, with full accessories and buying invoice.
Kindly read and follow our Returns guide here .
9. I received the wrong item, what should I do?
If the item you received is not what you originally ordered, we are happy to replace the item for you. To assure prompt return resolution, please pack the item in its original package,with full accessories and buying invoice, then bring the item to any La Rue branch.
To assure prompt return resolution, please pack the item in its original package, with full accessories and buying invoice, then bring the item to any La Rue branch.
Returning an item is absolutely free. Kindly read and follow our Returns guide here .
10. I received damaged/defective item, what should I do?
If the item you received is damaged/ defective, we are happy to send you a replacement. Please notify us immediately here . We will contact you right away.
To assure prompt return resolution, please pack the item in its original package, with full accessories and buying invoice. Kindly read and follow our Returns guide here .
Other issue
11. Can I call La Rue to place an order?
We can assist you to place your order over the phone if your preferred payment method is Cash On Delivery(COD). However, we highly recommend you to check out how to make a purchase online here . If in any situation you cannot place an order online, please call our Customer Service,we will be more than happy to assist you.
12. How to remove an item in your shopping cart?
To remove an item in your shopping cart, you can: Click on the Cart icon on top of La Rue page to go to your shopping cart
Click on "Remove item". Your cart will be updated and that item will be removed.
Shipping and Delivery
During checkout process,you can check your shipping fee in the Order Summary box.
Shipping fee
1. How much does it cost for shipping fee?
La Rue offers free shipping nationwide for orders over USD 30. For orders below USD 30, a shipping fee will be applied: Phnom Penh areas - USD 1.5. Greater Phnom Penh and Provinces - USD 2
You can read more about shipping here .
2. How do I check my shipping fee when placing an order?
During checkout process,you can check your shipping fee in the Order Summary box.
3. What is the shipping fee for?
Your shipping fee is used to pay for licensing and insurance that protect you and your goods against unscrupulous or hazardous situations. For further information, please visit our shipping page here .
Delivery lead time
4. When will I receive my order?
After you have successfully placed your order, our Customer Service team will conduct a verification process and update you as soon as possible by email/SMS.
After successful verification(Time Frame: within 24 - 48 hours after order date) , you can expect to receive your order within the following time frame:
In Phnom Penh Areas : 1 – 5 Business days.
In Greater Phnom Penh and Provinces areas: 5 – 10 Business days.
For imported items from Malaysia,the delivery may take within 7 - 14 business days. Specific lead time of each product can be found on its detail page.
To get a more specific delivery window, please refer here .
5. How do I check delivery lead time of a product?
Click on the product you want and go to its product detail page. You will see the delivery lead time of that product on the right side of the page.
Delivery scheduling
6. Can I schedule the delivery of my order?
Our courier service is unable to provide scheduling of deliveries; therefore we cannot guarantee delivery of your order for a specific time or date. Yet you can be rest assured that we are working closely with our service partners to allow us to better serve you in the future.
7. Will La Rue call me before coming to deliver my order?
Our delivery team or courier partner will make a call before coming to deliver your order.
Location/Coverage area
8. Is there any domestic area La Rue cannot deliver to?
La Rue can deliver to all serviceable areas. However, there are still some geographical restrictions. If our couriers are not able to deliver to your area, we will inform you through the phone right after you place your order. We work in partnership with KerryExpress for delivery. For orders within Phnom Penh area, we deliver within 5 business days upon finalizing the full payment. For orders Greater Phnom Penh and provinces, we deliver within 5-10 business days with the exception of some remote areas.
9. Can I pick up my order at La Rue office?
La Rue doesn't offer this option for now.
10. Does La Rue offer international shipments?
International shipment is not available at La Rue at the moment.
Other Issue
11. Is there somewhere I can go to view the products before purchasing?
La Rue is an online shopping mall, we do not have any physical stores or branches. Should you have any questions regarding the products, please refer to the product page for more information. If you still cannot find the information you need, feel free to reach out to us here. We will be happy to assist you.
12. Can La Rue deliver the package to my office?
La Rue will deliver your order following the address you provide during checkout, whether it is your house address or office address.
In case you want to change your delivery address afterward, please send us your inquiry here, we will help you change the address and also send you a confirmation once done.
NOTE: Delivery addresses can only be changed if the orders have not been shipped out yet. Once shipped,we can no longer change the invoices as these are already printed and orders have already been handed over to our couriers.
13. What if I am not at home when the package arrives?
You will need to sign a letter of authorization as a confirmation and indicate a second party at the point of purchase to identify the person. You can also contact our customer service here immediately after purchasing to inform us. The third party should present a valid ID along with the letter of authorization from you.
14. The tracking number provided to me is invalid/ not working, what should I do? Tracking information may not yet be available for your order; it will be available the next business day when our logistic partners have updated their records. If after 1 business day you still have problem with your tracking number, please reach out to us here . We will assist you right away.
15. Can I purchase multiple items and have it delivered to different shipping addresses?
Sorry but currently we do not offer delivering different items to different addresses for the same order.Should you want to have your items delivered to different addresses, we would recommend placing different orders (items to be delivered to the same shipping address should be put together in 1 order).
Payment
Payment methods
1. Which payment methods does La Rue offer?
To bring you the best online shopping experience, we offer multiple payment methods:
Cash On Delivery
Credit/ Debit Card (Mastercard, Visa)
Wing
2. What is COD?
COD stands for Cash On Delivery. With this payment method, you can pay in cash to the delivery agent upon receipt of your order. We accept Cash on Delivery(COD) in most areas but some geographical restrictions apply. If our couriers are not able to deliver to your area, we will inform you through call right after you place your order. Simple. Secure. Hassle-free! Enjoy having a peace of mind when you purchase using COD at La Rue.
3. Which credit cards are accepted for payment?
La Rue accepts all major credit and debit cards supported by VISA or Mastercard whether your card is locally issued or a foreign-issued one. For foreign-issued cards, since our checkout page has been limited to provide Cambodia addresses only, please indicate on the "complete billing address field" theexact address and post code that would match your card's billing address. Your card details will be protected using industry-leading encryption standards.
4. Do you keep my credit card details?
Your security is important to us and we take it very seriously. Every credit card transaction occurs within a secure environment. We do not retain your credit card information after your order is completed; it is submitted our banks. If you are using a credit card which is not under your name, please contact us here.
5. Can I use a credit card which is not under my name to place an order? We can assist you in this case; however, it is not encouraged in terms of transaction safety. If you want to use a credit card which is not under your name, please contact us here so we can provide assistance. We may need you to send us a copy of the cardholder's ID and credit card.
Official receipt
6. When can I request for a Sales Invoice?
All Sales invoice should be included on the package upon delivery. If for some reason our merchants have not included the Invoice, please contact us within 30 days upon receipt for us to send one out right away. A scanned copy of the Sales Invoice will be sent to you 3 to 5 business days from the date of request and a physical copy will be mailed to you right after if you require one. Due to the number of Invoices served by our Merchants on a daily basis and the assumption that you have received your product in good order with the correct Sales Invoice attached, we may not be able to accommodate any request for copies after 30 days from the receipt of your item.
Payment status
7. How can I know if my payment was successful or fail?
An email notification of whether your payment was successful or not will be sent to you once your order has been confirmed.
Other issues
8. Why did I receive an email requesting me to send a copy of my ID card/credit card?
At La Rue, we take the security of your identity and online transaction seriously. Therefore we may need to seek your assistance in sending us a colored scanned copy of your ID card/ credit card (front and back). We will only begin processing your order once your purchase has been verified. All orders with pending verification after 48 hours from the time of order will be auto-cancelled and refunded.
9. Why is was I charged a wrong amount?
Your order might incur a shipping fee. For more information on these extra fee terms, you can read more about shipping here. If your order was indeed charged wrongly, please contact us at here.We will assist you right away.
Returns and refunds
Returns and refund policy
1. What is La Rue Returns & Refunds policy?
Our return policy allows for item(s)return and your choice of a full refund or replacement item(s).
However, we do have a few simple requirements for processing a return.
Click here to view the Returns policy.
2. Can I return an item after 14 days upon receipt?
Your item cannot be returned after 14 days upon receipt; if it can only be serviced, we suggest you contact and send the item directly to its warranty center for prompt assistance. You can find all the contact information of your product's warranty center on the warranty card inside your package.
How to return
3. How do I return an item?
Before returning an item, please check out our Returns & Refunds Policy here to make sure your item is eligible for return.
Return status
4. How long is the quality evaluation process?
Replacement/ refund process only begins after we have completed evaluating your returned product. This quality evaluation process may last about 2 business days.
Return shipment cost
5. Does La Rue cover the shipment cost/ EMS cost for returns?
Yes. Returning an item with La Rue is free of charge. All you need to do is bring the item to the nearest La Rue branch.
Replacement
6. How long does it take to replace my item?
Replacement process begins after we have completed evaluating your returned product. This quality evaluation process may take about 2 business days. We will send you an email and SMS notification once completed.
Please expect to receive your replacement within the following time frame: Phnom Penh: 1 - 5 working days. Greater Phnom Penh and Provinces: 5 - 10 working days.
*In case of weather disturbances and other natural calamities, please refer to the website for updates as lead time may vary.
7. How do I know if replacement has been processed?
You will receive an email notification stating that we are now processing the replacement for your order. You will also be given a new order number.
Refund and store credit
8. What is store credit?
Store credits are credited into your user account and is a return mechanism worth equally to the final paid price(after discount and cash rebates) of the product.
Use your store credits to purchase any item like voucher codes. Default validity is for 1 year.
9. How do I use my store credit?
Check the balance in your user account to see how much store credits you have.To make things hassle-free, store credits will be applied automatically on your next purchase. All you have to do is to make a payment of the balance at your checkout page.
10. I have returned my item. How soon will I receive my refund?
If your payment method at the time of purchase is Cash on Delivery (COD), you have the option to request a refund via gift voucher/store credit, which is a quicker way for us to process your refund.
Other issue
11. What if I fail to use my store credit within the allocated time frame?
No worries! We can reactivate the store credit for you. However, please note that reactivation of store credit can only be done once. Store credit that has exceeded the reactivation period is deemed void.
Vouchers and promotions
Vouchers
1. How do I use my voucher?
Vouchers can only be used during checkout. At Payment step, you will find a voucher code box under Order Summary (on the right side of the page). To use your voucher code, enter it in the voucher code box and click "Use Voucher". A corresponding deduction will be applied to your total amount.
You may need to log in to your account in order to use your voucher. Kindly make sure to check if the voucher has been applied to your purchase before submitting the order. Please also note that vouchers sometimes have a minimum spend associated to them, and as such might cause your code to be invalid depending on the size of your shopping cart.
2. Can I use a voucher for my existing order?
We are unable to add the voucher code for you within the system. Voucher codes must be entered when you are at Payment step during checkout.
3. Do I need a La Rue account to use vouchers?
Yes. You may be required to log in to your La Rue account in order to use vouchers. To register for an account, kindly follow these 3 easy steps: Go to www.larue.com.kh/customer/account/create/.Or click on Sign in or Register in the top left corner of the page and choose"Register"
Fill in the details
Click "Continue"
An email will be sent to you to notify you that you have successfully registered an account.
4. Can I use different vouchers at the same time?
You can only use 1 voucher/ voucher code per transaction.
5. How long is my voucher valid
The validity duration varies. The expiration date is always displayed on your vouchers/ voucher codes. Generally, vouchers/ voucher codes are valid for 30 days or less. The 30 days starts from the day you are notified that you have received a voucher. If you receive a voucher code via email, the expiry date of the vouchers/ voucher codes will be indicated in the email.
6. What happens if myvoucher expires?
An expired voucher/ voucher code is no longer valid. But don't worry, we will remind you to use your gift before it expires.
Promotions
7. How can I know about the promotions/ sales La Rue offers?
You can subscribe to our Newsletter to hear about all the latest promotions,get updates on the hottest new arrivals and enjoy exclusive voucher offers.
Also you can check out our new deals and promotions right on our homepage at www.larue.com.kh.
Other issues
8. Why didn't I receive my free gifts?
Our merchants decide on the maximum value of their gifts. In some cases, you may not receive your free gift as it is 'first come first serve' basis while stocks last.
La Rue Account
Registration
1. How do I register for a La Rue account?
Registering for a La Rue account is fast and easy.
Go to the Registration page Or click on Sign in or Register in the top left corner of the page and choose "Register"
Fill in the details
Click "Continue"
An email will be sent to you to notify you that you have successfully registered an account.
2. I cannot log in to my account, what should I do?
You can click on "Forgot Password".
We will send a link to your email address allowing you to create your new password. Then you can log in to your account with the new password.
Password
3. I forgot my password, what should I do?
No worries! Just click on "Forgot Password".
We will send a link to your email address allowing you to create your new password.Then you can log in to your account with the new password.
Account information
4. How do I change the information in my account?
To change the information in your La Rue account, you can log in to youraccount, choose Account Dashboard and edit anything you want (e.g. address,phone number, email).
Others
Getting in Touch
1. How do I contact La Rue customer service?
If you have any inquiry or feedback for La Rue, please leave us a message here, email us at hello@larue.com.kh or call us at +855 95260 222 / +855 60 95 260 222 / +855 69 260 222..
Monday - Saturday: 9:00am to 9:00pm
We are more than happy toassist you.
Below are the list of the official La Rue social media accounts:
https://www.facebook.com/laruecambodia/
https://www.instagram.com/laruecambodia/
https://www.youtube.com/channel/UCB3Z--GaJZUkwHKsWTpV3Rw
Warranty
1. How to check product warranty?
You can check product warranty through:
Warranty card inside your package or under tab Specifications on product page.
2. How do I go about servicing my product?
You can get in touch or send your product to its Warranty Center directly or you can also send it to La Rue office and we will help you transfer it to the Warranty Center. However, we would suggest you send the product directly to its Warranty Center for faster processing.
3. Where are the warranty centers?
Please check your Warranty card (inside your package) for the contact and addressof your Warranty Center. In case you still cannot find your Warranty Center,feel free to reach out to us here and we'll be more than happy to assist you.
4. How long does it take to repair my product?
If your item is within warranty duration, we will process your repair request in accordance with our supplier.It takes about 30 days depending on each supplier.
5. If my product is within warranty duration, do I need to pay for repairs?
If your product is within warranty duration and is damaged by mechanical or electrical systems, you don't have to worry about the repairing cost. We will cover it.
6. If my product is out of warranty duration, do I need to pay for repairs?
If your product is out of warranty duration, you will be responsible for repairing cost. We suggest you to repair the product at the warranty center authorized by the manufacturer for better quality services.
Product Question
1. Why are La Rue products cheaper than others?
We have a large warehouse that can accommodate many products in stock. Moreover, we can also buy goods directly from manufacturers for a cheaper price.
2. How do I know what’s in stock on La Rue?
Choose the product youwant and go to its product page.
You will see the stock information on the right side of the page, where it shows clear number of stock if below 5 or the "In Stock" label when stock availability is above 5.
3. Where can I get more product information?
On the product page, you can read all the product information (e.g. productsize, warranty duration, manufacturer name, etc.) under tab "Description".
4. Do I have to pay extra duties or taxes for internationally shipped items?
All internationally shipped items from La Rue Marketplace should be delivered at no additional cost, including customs fee, VAT and import duty.Hence, you are not expected to pay any duties or taxes.
If you are asked by Customs or our logistic partner to pay duties, or requested to present a personal ID, please contact our Customer Service here for clarification.
NOTE: When customs clearance procedures are required, this might cause delays beyond our original delivery estimates - kindly liaise with our Customer Service to get new estimated delivery times
5. What if I want to cancel my internationally shipped item?
Internationally shipped items fall under the following cancellation policy:
If your order has not yet been dispatched from the seller's: cancellation is allowed.
If your order has already been dispatched from the seller's: by default,cancellation is not allowed.
