Frequently Asked Questions

Delivery

How much is delivery?

Delivery is free to all UK addresses. There is no minimum order value and no surcharge at checkout.

How long will my order take?

Orders are processed within 1–2 business days (Monday–Friday). After dispatch, delivery takes a further 4–7 business days. That is 5–9 business days in total. Full detail is in the Shipping Policy.

Do you deliver outside the UK?

At the moment we deliver to the United Kingdom only.

Will I have to pay customs or import charges?

No. UK orders include VAT at checkout and there are no further charges on delivery.

How do I track my order?

You will receive a tracking number by email once your parcel is dispatched. You can also use our order tracking page at any time.

Returns & Refunds

Can I return an item?

Yes. You have 30 days from delivery to return anything unworn, unwashed, with the original tags attached. This is on top of your statutory 14-day right to cancel.

Who pays for return postage?

You do, unless the item is faulty, damaged or not what you ordered — in that case we cover the cost. We say this plainly because it is easy to get caught out by shops that do not.

How long does a refund take?

We refund within 7 days of receiving and inspecting the item, to your original payment method. Your bank may take a few extra days to show it.

Can I exchange instead?

Yes, within the same 30-day window. Email us with your order number and the size or colour you want.

Sizing

What sizes do you use?

UK sizes only. Women's clothing is listed as UK 6/8 (XS) through to UK 24/26 (5XL) depending on the style. Menswear is listed S–6XL. Footwear is listed in UK shoe sizes. See the size guide.

I am between sizes — what should I do?

For footwear we suggest sizing up. For clothing, check the size guide against a garment you already own and like the fit of.

Payment

Which payment methods do you accept?

Visa, Mastercard, Maestro, American Express, Apple Pay, Google Pay and Shop Pay. See Payment Methods.

Is checkout secure?

Yes. Payments are processed by Shopify Payments over an encrypted connection and are PCI-DSS compliant. We never see or store your card details.

What currency are prices in?

All prices are shown and charged in pounds sterling (GBP), inclusive of UK VAT.

Orders

Can I change or cancel my order?

Email us as soon as you can. If the parcel has not been dispatched we can usually amend or cancel it. Once it has shipped you can still use your 14-day statutory right to cancel on receipt.

My order arrived damaged or incorrect.

Email info@laruya.com with your order number and a photo. Under the Consumer Rights Act 2015 you are entitled to a repair, replacement or refund at no cost to you, and we pay the return postage.

Why are some items shown with a higher "was" price?

See Pricing & Promotions — we explain exactly what our reference prices mean.

Contact

Email: info@laruya.com
Phone: +31 6 87 21 60 44
Business hours: Monday–Friday, 9:00 AM – 5:00 PM (GMT)