Returns Policy

At La Rue, we believe that your shopping experience matters the most to us. We strive to provide products of the highest quality. Anything you purchase from La Rue should arrive in pristine condition. If you feel that anything in your order is damaged or defective, please contact our customer care team immediately. You are welcome to return your products within 7 days of receipt.


What You Need To Know

  1. You may return any item that is not marked “Clearance Sale” within 7 days of receipt.

  2. You may return any item that do not fall under the list of non-exchangeable and non-refundable items Here.

  3. We cannot process exchanges. If you require a different size, please initiate a return to send back the item that you’re not satisfied with. Once a return has been initiated, you may place a new order for your desired item.

  4. Cancellations can only be done within the “Pending” status. After the status changes to “Payment Received”, cancellations cannot be done.

  5. These conditions need to be met for us to process a return:


For your convenience, we offer different return options for you to choose from:

  1. A full refund as store credits. View More Details Here

  2. Replacement for a wrong or defective product sent. View More Details Here.


How To Do A Return

 

List Of Non-exchangeable & Non-refundable Items

We really care about product quality and hygiene concerns. That is why certain products are non-exchangeable, non-returnable and non-refundable.

Kindly double check that the item you wish to return does not fall under this list:

  • Beauty products

  • Lingerie (including shapewear and body shapers)

  • Hosiery
  • Underwear

  • Socks

  • Swimwear

  • Toiletries

  • Earrings

  • Headphones, headsets & earphones

  • International products

  • E-gift vouchers

La Rue is a marketplace and we work closely with many of our partners. As they may have terms that are not within La Rue’s control, our partners have the right to refuse exchanges, returns and refunds based on the terms stated in the product page.


Incorrect Or Defective Items

Sorry! We want to do the best we can but there are times that mistakes are made. Got something else or the item is defective? Drop us an email or call with the following details:

  • Your order number

  • How we messed up (eg. incorrect/defective item)

  • The SKU code found on the product tag or product packaging

  • Pictures or videos, whichever applicable


Our Refund Process

We know it’s important to process your refund and we wish to do it as quickly as possible. Once we  have  received and inspected your returned product, you can expect to receive your refund within 5-10 business days. We’ll get in touch with you via email or phone once we’ve received your return and the refund has been processed. Items that are returned must be in good condition and in original packaging.


What Are Store Credits

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.


Using Your Store Credits

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.


Get In Touch

If you are still uncertain, need assistance or have any questions about your return, refund or need instructions on how to return an item, please contact our Customer Care team. *We’re happy to help!

*Reach us by email at hello@larue.com.kh or by phone at +855 95 260 222 / +855  60 260 222 /  +855 69 260 222. Our dedicated team is available Monday to Saturday from 9:00am to 9:00pm. We would appreciate if you have your account information handy when getting in touch. We wish to offer you the best service possible, please allow up to 48 hours for an email response.

Please Note:

  • La Rue reserves the right to withhold any refunds if your returned item have not reached our warehouse.

  • If your exchanged item is no longer available, we will proceed to refund you fully in store credits.

  • Shipping fees are non-refundable.

  • Items shipped from overseas are not applicable for returns, exchanges or refunds unless damaged or defective.

  • Should an international product be covered by warranty, the customer must bear the cost of international shipping.

  • Voucher codes cannot be re-issued and are non-refundable. If you return an item purchased with a voucher code, only Ensure the refund details provided are accurate and complete. the final paid price is refunded.

  • Returns, exchanges and refunds cannot be done beyond the 7 day period.