Frequently Asked Questions
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 1–3 business days (Monday–Friday). After dispatch, delivery takes a further 7–9 business days. That is 8–12 business days in total. If it has been more than 15 business days since you ordered, email us: we will investigate with the carrier and replace or refund the order if it cannot be located. 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 unused and in its original condition, with any tags and packaging intact. 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 item or colour you want.
Sizes & Measurements
How do I know something will fit my space?
Dimensions are listed on every product page, and where a product comes in more than one size the measurements are part of the option itself. Measure the space first — the floor area for a rug, the seat width for a sofa cover, the length and width for a mat — and compare.
Are measurements in centimetres or inches?
It depends on the product; many are listed in both. Where only one is given, converting is the safest route rather than estimating. If it is not clear on the page, email us and we will measure it.
I am between two sizes — which should I take?
For rugs, mats and throws, the larger one almost always looks better and is the more common regret when people size down. For covers and fitted items, take the size that matches your measurement rather than the one above it.
Payment
Which payment methods do you accept?
Visa, Mastercard, Maestro, 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 info@laruya.com with your order number. If the parcel has not been dispatched yet we will amend or cancel it and refund you in full, including delivery — no reason needed and no charge. Once it has shipped you can still use the same 14-day 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.comBusiness hours: Monday–Friday, 9:00 AM – 5:00 PM (GMT)