Customer Support
Our Vision
To create a sustainable marketplace that bridges the gap,bringing an endless range of international brands and products closer tovaluable customers in an emerging marketplace. Educating and enriching thelocal market while paving the road to a mutually beneficial business space inCambodia.
Who We Are
La Rue is in French and literally translates to “TheStreet”. We’re the newest and fastest growing online lifestyle marketplace inCambodia. Wholly owned and managed by Cambodians, La Rue is in support ofexpanding and improving the Cambodian digital space.
Shop thousands of brands and products across variouscategories ranging from Electronics, Fashion, Health & Beauty, Home &Living, Sports & Travel to Babies & Toys. We offer a 14-day returnspolicy, speedy deliveries within 3 business days and multiple payment methodsincluding Cash on Delivery to simplify your online buying process.
OurService
At La Rue, we want to make life easier. With a team ofbubbly customer experience officers, we guarantee a wonderfully seamlessshopping experience like none other.
We Know What Makes YouTick
Our online marketplace was made to be easy. Navigatethrough our website with ease because we know just what excites you. Modern,clean and simple, you’ll soon discover that we spoil you with an amazinguser interface that will ruin other web experience you’ll encounter in Cambodiafrom this day onward. Notice just how quick you can complete your purchasewith La Rue.
Beyond a gorgeouswebsite, La Rue is currently busy creating an ecosystem of services thatcomplement each other to make this entire process seamless. Rely on La Rue tobring you amazing brands at the best prices, professional customer experienceofficers and fast delivery. When you’ve got La Rue, life is truly easier. Whatare you waiting for? Register to un-box the preferred experience now!
Every time you make a purchase on
La Rue, you may opt for delivery. La Rue offers delivery for almost every
region in Cambodia. For a list of service locations, please click here.
What You Need
To Know
La Rue strives to deliver your
order in a timely manner. Deliveries can be done to business locations or to
your household. This is the stipulated lead time that we adhere to.
-
Same day delivery:
all orders placed before 12:00am (only products fulfill by La Rue) will arrive
before 7:00pm on the same day. This service is currently available within Phnom Penh only. The delivery
process begins at 12:00am every day. Shipping fees may vary based on order
amount and product specifications.
-
Next day delivery:
all orders placed before 5:00pm will arrive before 7:00pm on the next day.
-
International shipments: Items ordered abroad will require a 15 working day delivery lead time.
As La Rue’s office will be closed
on Sunday and during long Public Holidays (Khmer New Year, King's Birthday,
Pchum Ben, Water Festival & Chinese New Year), all orders placed on those days will only be
processed for delivery on the next working day.
Re-delivery
We will
attempt re delivery at least once per day for three consecutive days if the
first delivery attempt failed. Deliveries will be done within 3 business days.
If all attempts fail, the order will be returned to our warehouse and will be
awaiting your pick-up.
Returns
La Rue will
bear all shipping costs for approved returns. Click here to find out more.
For remote
locations that are not within our service locations, feel free to visit our
office to drop off your returns during our working hours.
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:
As La Rue is
still new to this business, higher volume in demand may be a foreseeable
problem in the near future. We strive to deliver the best service possible but
mistakes happen. For deliveries that are postponed, we apologize in advance. We
will inform you when this happens and will advice you on the best period for
delivery. We will try our best to ensure that your goods are
delivered on schedule.
At Rue International Co. Ltd ("La Rue"), we prioritize the protection of the privacy and security of our customers and site visitors, including you. The La Rue team members are also online customers of La Rue and other Internet sites. We know and fully understand and respect the importance of data privacy and security on the Internet.
We expect you are informed and secured when it comes to our handling and usage of your information. This notice therefore explains:
what information we collect when you’re using La Rue’s website or app, or when you’re communicating with us;
why we collect that information;
how we may then use that information;
how we share that information;
how long we keep your information, and how we protect it whilst we have it;
what we won’t do with your information; and
what choice and options you have to control your information.
So you only need to look in one place to find out all you need to know, this notice covers all La Rue’s websites, apps and services.
Because we’re an online marketplace, the wording does have to get a little technical at times. But we’ve done our best to try to explain things as clearly as we can. We’re may not have covered every aspect perfectly though, so we’re always happy to take any questions, comments or suggestions relating to this notice. Just contact our Customer Care team if you’d like to discuss this with us.
Collection of Personal Information
La Rue will never sell, share or trade customer’s personal information collected online with third parties.
Personal information collected online will only be disclosed within our company and to third parties for the purposes for which it was collected, as authorized and consented by you. For example, the conduct of a sales transaction of a product of your choice on our website.
When you register a La Rue account, the personal information we collect may include your:
Name
Delivery Address
Email Address
Date of Birth (Optional)
Gender (Optional)
When you make a purchase on the La Rue website, the additional personal information we collect may include:
Telephone Number
Mobile Number
Credit card details (optional) and payment methodology
The mandatory personal information we collect from you will be used and or shared within our corporate group and to third parties for one or the following purposes:
To deliver products that you purchase from our website. For example, we may pass your name and address on to a third party such as our courier service company or supplier of choice in order to make delivery of the product to you;
To inform and update you on the delivery of the product and for customer support purposes;
To provide you with relevant product information such as SKUs;
To process your orders and to provide you with the services and information offered through our website and which you may request;
To allow us to administer your registered account with us;
To verify and carry out financial transactions in relation to payments you may make online. For example, payments that you make through our website will be processed by our appointed agent. Disclosure to these data processing agents such as that of our appointed agent in this context is necessary for the purpose of conducting the sales transaction that you have opted for.
The non-mandatory personal information such as date of birth, gender, purchase history and IP address are used to carry out research/es on our users’ demographics and for us to send you suggestion or information in the form of promotional emails, SMS or App notification which we think you may find useful, thereby, enhancing your experience when you visit our website. By providing us these non-mandatory personal information, you are deemed to have consented to be part of our research/es and to receiving suggestions or information as outlined above.
Subscription to our marketing and promotional materials
In addition to the personal information outlined above, when you register a La Rue account with us, you shall be asked if you would like to subscribe to our marketing and or promotional materials from time to time. These marketing and or promotional materials may come from within our corporate group wholly or through affiliation with third parties. If you choose to subscribe, you are deemed to have given us consent to process the subscription within our corporate group and or third parties your personal information for this purpose. You can always choose to unsubscribe from marketing information at any time by opting for the unsubscribe function within the electronic marketing material.
Accessing Actual Orders
Your actual order details will be stored with us and can be retrieved directly by us, our merchants, and our third party agents. You can access this information by logging into your account on the website. Here, you can view the details of your orders that have been completed, those which are open and those which are to be dispatched as well as administer your address details, bank details and any newsletter to which you may have subscribed. You undertake to treat the personal access data confidentially and not make it available to unauthorized third parties. We cannot assume any liability for any misuse of passwords or any other form of personal information.
Accessing and Updating Your Personal Information
You can access and update your personal information anytime by accessing your account on La Rue website. We use cookies when you visit our site. There are four main types of cookies – here’s how and why we use them.
(1) Site functionality cookies – these cookies allow you to navigate the site and use our features, such as “Add to Bag” and “Save for Later”.
(2) Site analytics cookies – these cookies allow us to measure and analyze how our customers use the site, to improve both its functionality and your shopping experience.
(3) Customer preference cookies – when you are browsing or shopping on La Rue, these cookies will remember your preferences (like your language or location), so we can make your shopping experience as seamless as possible, and more personal to you.
(4) Targeting or advertising cookies – these cookies are used to deliver ads relevant to you. They also limit the number of times that you see an ad and help us measure the effectiveness of our marketing campaigns.
By using our site, you agree to us placing these sorts of cookies on your device and accessing them when you visit the site in the future. If you want to delete any cookies that are already on your computer, the “help” section in your browser should provide instructions on how to locate the file or directory that stores cookies. Further information about cookies can be found at www.aboutcookies.org. Please note that by deleting or disabling future cookies, your user experience may be affected and you might not be able to take advantage of certain functions of our site, and the complete ASOS user experience that we pride ourselves on providing our customers.
We also implement tracking methods based on Display Advertising (e.g., Remarketing, Google Display Network Impression Reporting, the DoubleClick Campaign Manager Integration, or Google Analytics Demographics and Interest Reporting) and can collect information such as age, gender, interests and interaction with ads impressions.
Using the Ads Settings, visitors can opt-out of Google Analytics for Display Advertising and customize Google Display Network ads.
La Rue and third-party vendors, including Google, use first-party cookies (such as the Google Analytics cookie) and third-party cookies (such as the DoubleClick cookie) together to inform, optimize, and serve ads based on someone’s past visits to your website and across the Internet
Security of Your Personal Information
La Rue ensures that all information collected will be safely and securely stored. We protect your personal information by:
Allowing access to personal information only via passwords;
Maintaining technology products to prevent unauthorized computer access; and
Securely destroying your personal information when it is no longer needed for our record retention purposes
La Rue uses 256-bit SSL (Secure Sockets Layer) encryption technology when processing your financial details. 256-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard.
Disclosure of Personal Information
We will not share your information with any other organization other than our corporate group and those third parties directly related to and necessary for the purchase of products, delivery of the same and purpose for which you have authorized. In exceptional circumstances, La Rue may be required to disclose personal information, such as when there are grounds to believe that the disclosure is necessary to prevent a threat to life or health, or required by the law.
If you believe that your privacy has been breached by La Rue please contact Customer Service and we will try to resolve the issue.
Collection of Computer Data not necessarily Personal Information
When you visit La Rue, our company servers will automatically record information that your browser sends whenever you visit a website. This data may include:
Your computer's IP address
Browser type
Webpage you were visiting before you came to our website
The pages within La Rue that you visit
The time spent on those pages, items and information searched for on our site, access times and dates, and other statistics
This information is collected for analysis and evaluation in order to help us improve our website and the services and products we provide. This data will not be used in association with any other personal information.
Changes to the Privacy Policy
We may change this Privacy Policy from time to time. If we make significant changes in the way we treat your personal information, or to the Privacy Policy, we will make that clear on the La Rue website or Services, or by some other forms of communication, so that you are able to review the changes before you continue to use La Rue.
However, it is your responsibility to review this policy from time to time to get yourself update.
This page was last updated on 8th June 2017.
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
You may return any item that is not marked “Clearance Sale” within 7 days of receipt.
You may return any item that do not fall under the list of non-exchangeable and non-refundable items Here.
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.
Cancellations can only be done within the “Pending” status. After the status changes to “Payment Received”, cancellations cannot be done.
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:
A full refund as store credits. View More Details Here
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.
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.
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.
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.
Welcome to Rue International Co., Ltd. (“La Rue”)’s Terms of Use. Please read this carefully before using our website, services, and products. This is a contract between you and La Rue.
1. Your Acceptance
By using and/or visiting the www.larue.com.kh website or any other website owned by La Rue (as defined below), or any successor website of the foregoing (collectively the “Website”), you (“You”) acknowledge that You have read, understood and agree to these Terms of Use.
These Terms of Use constitute a binding agreement between You and La Rue and its parents, subsidiaries, affiliates, successors, and assigns (collectively “La Rue”). You are authorized only to use the Website if You agree to abide by these Terms of Use and all applicable laws. Please read these Terms of Use carefully. If You do not agree to these Terms of Use, please do not use or visit the Website.
2. Additional Policies
In addition to these Terms of Use, the following additional terms and policies (the “Additional Policies”) govern the rights and responsibilities of artists, visitors, and all users of the Website:
• The Privacy Policy here
• The Return Policy here.
All of these Additional Policies are incorporated into, and are a part of, these Terms of Use.
3. Grant of Rights
La Rue hereby grants You permission to use the Website as set forth in these Terms of Use, provided that: (i) You will not copy or distribute any part of the Website in any medium without La Rue’s prior written authorization; (ii) You will not alter or modify any part of the Website other than as may be reasonably necessary to use the Website for its intended purpose; and (iii) You will otherwise comply with the terms and conditions of these Terms of Use.
4. Your Account and Account Activity
In order to access some features of the Website, You have to create an account. When creating Your account, You must provide true, current, accurate and complete information about yourself. You are not allowed to use another user’s account without permission. If La Rue suspects that Your account information is not true, complete, current, or accurate, or that You have otherwise violated these Terms of Use, Your account may be subject to suspension or termination, and You may be barred from using the Website. By creating an account with La Rue, You represent that You are of legal age to form a binding contract and are not a person barred by any laws from using the Website.
You are solely responsible for the activity that occurs on Your account, including the activities of others and regardless of whether such activities are authorized, and you are responsible for keeping Your account password secure. You may change Your password at any time. You agree to immediately notify La Rue if You suspect or know of any unauthorized use of Your password or account or any other breach of security. La Rue cannot and will not be liable for any loss or damage arising from Your failure to comply with this Section 4.
5. Use of Your Account Information
You acknowledge and agree that La Rue may preserve Your account information and may also disclose user information, if required to do so by law or if we believe, in good faith, that such preservation or disclosure is reasonably necessary to: (i) comply with the legal process; (ii) enforce these Terms of Use; (iii) respond to legal claims; or (iv) protect the rights, property, or personal safety of La Rue, its users, or the public.
6. Linked Websites
The Website may contain links to third party websites that are not owned or controlled by La Rue (“Linked Websites”). Those links are provided for convenience only and may not remain current or be maintained. La Rue does not screen Linked Websites and has no control over, and assumes no responsibility for, the content, quality, suitability, functionality, legality, privacy policies, or practices of any Linked Websites. You acknowledge and agree that La Rue is not responsible for the content or privacy practices associated with Linked Websites and it is your responsibility to review those policies before accessing those sites. If you access a Linked Website, you do so at your own risk. By using the Website, You specifically release La Rue from any and all liability arising from Your access or use of any Linked Website, Your correspondence or dealings with other users, advertisers, partners, or other third parties found on or through the Linked Websites, and/or Your participation in promotions, sweepstakes, campaigns, or any other venture hosted, endorsed, or sponsored by other users, advertisers, partners, or other third-party parties outside the Website.
7. Contents
The interactive nature of postings on the Website makes it impossible for La Rue to assume responsibility for any of the content (“Content”), such as: information, material, product names, details, description, pricing, photos, and any other information found in La Rue which are posted by Merchants.
We make no guarantee regarding the reliability, accuracy, nature, origin, or quality of any content that is being submitted to La Rue and posted to the Website by us. You acknowledge that You will evaluate and bear any risks related to your purchases, including any reliance on the accuracy, completeness, or usefulness of such product or services offered by La Rue.
If You choose to post any reviews, ratings, suggestions, opinions, comments, text, messages on the Website, we require that You adhere to generally accepted rules of etiquette and standards of behavior. You understand that La Rue does not guarantee any confidentiality with respect to any post in the Website.
La Rue expressly disclaims any and all liability in connection with user’s postings.
La Rue reserves the rights to remove any postings in its sole discretion and without prior notice.
8. Improper Use of Website
You may not, in connection with the Website:
• Upload, post, email or otherwise transmit any material that is libelous, invasive of another’s privacy, defamatory, pornographic, sexually explicit, unlawful or plagiarized;
• Upload, post, email or otherwise transmit any material that infringes or violates any patent, copyright, trademark, trade secret or other proprietary rights of any person;
• Upload, post, email or otherwise transmit any material that a reasonable person would consider harassing, abusive, threatening, harmful, vulgar, profane, obscene, excessively violent, or racially or ethnically offensive;
• Upload, post, email, or otherwise transmit any unsolicited or unauthorized advertising, promotional materials, “junk mail,” “spam,” “chain letters,” “pyramid schemes,” or any other forms of solicitation;
• Upload, post, email, or otherwise transmit any material that contains viruses, Trojan horses, worms, time bombs, cancelbots or any other computer codes, files, or programs designed to interrupt, destroy, or limit the functionality or any computer software or hardware or telecommunications equipment;
• Circumvent, disable or otherwise interfere with security-related features of the Website or features that prevent or restrict use or copying of any content or enforce limitations on the use of the Website or any content on the Website;
• Impersonate any person or entity, or otherwise misrepresent Your affiliation with a person or entity;
• Intentionally or unintentionally violate or encourage others to violate any applicable law, statute, ordinance or regulation;
• Provide false or deceptive information;
• Solicit personal information from anyone under 18;
• Breach a duty of confidentiality by which You are bound due to a contractual or fiduciary relationship (such as inside information, or proprietary and confidential information learned or disclosed as part of employment relationships or under nondisclosure agreements);
• Delete, add or otherwise change other Merchant’s Content;
• Remove or alter any copyright or other proprietary notices on or in connection with any content on the Website.
• Use or launch any automated system or technological devices or programs that access the Website in a manner that sends more request messages to the La Rue servers in a given period of time than a human can reasonably produce in the same period by using a conventional on-line web browser; and
• Access, monitor or copy any content or information from the Website using any robot, spider, scraper or other automated means or any manual process for any purpose. Notwithstanding the foregoing, La Rue grants the operators of public search engines permission to use spiders to copy materials from the Website for the sole purpose of creating publicly available searchable indices of the materials, but not caches or archives of such materials. La Rue reserves the right to revoke these exceptions either generally or in specific cases, in its sole discretion.
9. Privacy
You agree not to collect or use anyone else’s personally identifiable information (“Personal Information”) including, without limitation, individual names, account names, email addresses, or other user-identifying information from the Website.
La Rue uses Your information only as described in the Privacy Policy. We view protection of users’ privacy as very important. You can access and modify the information you provide us and choose not to receive certain communications by signing-in to your account and changing your account preferences or opting-out of certain communications. If you object to your information being transferred or used in the manner provided for in the La Rue’s Privacy Policy your sole recourse is to stop using the Website and services offered by La Rue.
10. Modifications to the Website
La Rue reserves the rights at any time and from time to time to modify or discontinue, temporarily or permanently, the Website (or any part thereof), with or without notice, and to block You or anyone else from the Website, at any time in its sole discretion, provided, however, that La Rue has no obligation to update, store, maintain or correct any information on the Website. La Rue shall not be liable to You or to any third party for any modification, suspension or discontinuance of the Website.
11. Termination
La Rue may, in its sole discretion and without prior notice, immediately suspend, disable, or terminate Your account, with or without cause.
Notwithstanding the foregoing, cause for such termination shall include, but not be limited to: (i) breaches or violations of the Terms of Use (including the Additional Policies); (ii) requests by rights holders, law enforcement, or other government agencies; (iii) a request by You (self-initiated account deletions); (iv) discontinuance or material modification to the Website (or any part thereof); (v) unexpected technical or security issues or problems; (vi) extended periods of inactivity; (vii) engagement by You in fraudulent or illegal activities; and/or (viii) nonpayment of any fees owed by You in connection with the Website or any other La Rue product or service. La Rue may, but shall not be obligated to, give you one warning if you have violated these Terms of Use, prior to terminating your account.
Termination of Your account may include: (i) removal of access to the Website; (ii) deletion of Your password and all related information, files and materials, including any Contents associated with You; and (iii) barring further use of the Website. Further, You agree that La Rue shall not be liable to You or any third party for any termination of Your account or access to the Website.
You may terminate these Terms of Use at any time by terminating your Account use of the Website through sending a request to
hello@larue.com.kh
La Rue shall have no liability to you for any damages, loss of profits or other claims arising from the termination or suspension of your access to the Website and/or Your account.
12. Warranty Disclaimer
YOU AGREE THAT YOUR USE OF THE WEBSITE SHALL BE AT YOUR SOLE RISK. TO THE FULLEST EXTENT PERMITTED BY LAW, LA RUE, AND ANY PARENT, SUBSIDIARY, AFFILIATE, SUCCESSOR, DIRECTOR, OFFICER, EMPLOYEE, LICENSOR, DISTRIBUTOR, SUPPLIER, AGENT, RESELLER, OWNER, OR OPERATOR OF LA RUE, DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, IN CONNECTION WITH THE WEBSITE AND YOUR USE THEREOF. LA RUE MAKES NO WARRANTIES OR REPRESENTATIONS ABOUT THE ACCURACY OR COMPLETENESS OF THE WEBSITE’S CONTENT OR THE CONTENT OF ANY SITES LINKED TO THIS SITE AND ASSUMES NO LIABILITY OR RESPONSIBILITY FOR ANY (I) ERRORS, MISTAKES, OR INACCURACIES OF CONTENT, (II) PERSONAL INJURY OR PROPERTY DAMAGE, OF ANY NATURE WHATSOEVER, RESULTING FROM YOUR ACCESS TO AND USE OF THE WEBSITE, (III) ANY UNAUTHORIZED ACCESS TO OR USE OF OUR SECURE SERVERS AND/OR ANY AND ALL PERSONAL INFORMATION STORED THEREIN, (IV) ANY INTERRUPTION OR CESSATION OF TRANSMISSION TO OR FROM THE WEBSITE, (IV) ANY BUGS, VIRUSES, TROJAN HORSES, OR THE LIKE WHICH MAY BE TRANSMITTED TO OR THROUGH OUR WEBSITE BY ANY THIRD PARTY, AND/OR (V) ANY ERRORS OR OMISSIONS IN ANY CONTENT, ARTWORKS OR OTHER MATERIAL OR FOR ANY LOSS OR DAMAGE OF ANY KIND INCURRED AS A RESULT OF THE USE OF ANY CONTENT, ARTWORKS, OR OTHER MATERIAL POSTED, EMAILED, TRANSMITTED, OR OTHERWISE MADE AVAILABLE VIA THE WEBSITE. LA RUE DOES NOT WARRANT, ENDORSE, GUARANTEE, OR ASSUME RESPONSIBILITY FOR ANY HYPERLINKED WEBSITE OR OTHER PROMOTION, AND LA RUE WILL NOT BE A PARTY TO OR IN ANY WAY BE RESPONSIBLE FOR MONITORING ANY TRANSACTION BETWEEN YOU AND THIRD-PARTY PROVIDERS OF PRODUCTS OR SERVICES. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY YOU FROM LA RUE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED IN THE TERMS OF USE. AS WITH THE PURCHASE OF A PRODUCT OR SERVICE THROUGH ANY MEDIUM OR IN ANY ENVIRONMENT, USE YOUR BEST JUDGMENT AND EXERCISE CAUTION WHERE APPROPRIATE.
13. Limitation of Liability
IN NO EVENT SHALL LA RUE, OR ANY PARENT, SUBSIDIARY, AFFILIATE, SUCCESSOR, DIRECTOR, OFFICER, EMPLOYEE, LICENSOR, DISTRIBUTOR, SUPPLIER, AGENT, RESELLER, OWNER, OR OPERATOR OF LA RUE, BE LIABLE TO YOU FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES WHATSOEVER RESULTING FROM ANY (I) ERRORS, MISTAKES, OR INACCURACIES OF CONTENT, (II) PERSONAL INJURY OR PROPERTY DAMAGE, OF ANY NATURE WHATSOEVER, RESULTING FROM YOUR ACCESS TO AND USE OF OUR WEBSITE, (III) ANY UNAUTHORIZED ACCESS TO OR USE OF OUR SECURE SERVERS AND/OR ANY AND ALL PERSONAL INFORMATION STORED THEREIN, (IV) ANY INTERRUPTION OR CESSATION OF TRANSMISSION TO OR FROM OUR WEBSITE, (IV) ANY BUGS, VIRUSES, TROJAN HORSES, OR THE LIKE, WHICH MAY BE TRANSMITTED TO OR THROUGH OUR WEBSITE BY ANY THIRD PARTY, AND/OR (V) ANY ERRORS OR OMISSIONS IN ANY CONTENT OR FOR ANY LOSS OR DAMAGE OF ANY KIND INCURRED AS A RESULT OF YOUR USE OF ANY CONTENT, ARTWORKS, OR OTHER MATERIAL POSTED, EMAILED, TRANSMITTED, OR OTHERWISE MADE AVAILABLE VIA THE WEBSITE, WHETHER BASED ON WARRANTY, CONTRACT, TORT, OR ANY OTHER LEGAL THEORY, AND WHETHER OR NOT THE COMPANY IS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE FOREGOING LIMITATION OF LIABILITY SHALL APPLY TO THE FULLEST EXTENT PERMITTED BY LAW IN THE APPLICABLE JURISDICTION.
YOU SPECIFICALLY ACKNOWLEDGE THAT LA RUE SHALL NOT BE LIABLE FOR ANY CONTENTS OR FOR ANY DEFAMATORY, OFFENSIVE, OR ILLEGAL CONDUCT OF ANY THIRD PARTY AND THAT THE RISK OF HARM OR DAMAGE FROM THE FOREGOING RESTS ENTIRELY WITH YOU.
The Website is controlled and offered by La Rue from its facilities in Cambodia. La Rue makes no representations that the Website is appropriate or available for use in other locations. Those who access or use the Website from other jurisdictions do so at their own volition and are responsible for compliance with local law.
You may notice
that some of the items are marked as Shipped from Overseas. For these items, we
have a customized policy that will give you an idea of how things work with La
Rue. Enjoy shopping fuss-free when you know our terms and conditions below:
International Delivery
·
International
Delivery typically take ten (10) to fifteen (15) working days
·
Prices
may vary according to foreign exchange rate for shipping or custom fees
(depending on the product/value in accordance to Cambodia law)
Cancellation/Return/Exchange
·
Order
cancellation
Cancellations are only applicable when orders are within the “Pending” status –
which takes place prior to payment received.
·
Return/Exchange
Product return/exchange is not allowed for international purchases.
Product Defect
·
Should
there be any defects on products received – kindly contact La Rue to proceed
with refund/warranty within 7 days.
·
Please
note that some products may not be covered by warranty. Nevertheless, should
the product be covered by warranty, the customer must bear the cost of
international shipping.
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 Friday from 8:30am to 8:30pm and Saturday from 8:30am to 4:30pm. 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.
About La Rue
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.
To request for a cancellation, please contact our Customer Service here. If an agreement is reached,the seller will return the parcel to its origin. If no agreement is reached,the order will not be cancelled and will proceed.
6. What should I be aware of when buying internationally shipped items?
For Internationally shipped items, kindly note the following:
Warranty may not be valid; manufacturer service options may not be available.
Product manuals, instructions and safety warnings may not be in destination country languages.
The products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements.
The products may not conform to destination country voltage and other electrical standards (requiring use of an adapter or converter if appropriate).
How To Create An Account
