Frequently Asked Questions (FAQ)
General Terms and Conditions
Using our website and shopping with us online. These terms and conditions are specific when using our website and shopping with us online.
Information on our website :
We try our best to make sure that all information on our website, including descriptions of our products and listed prices are accurate at all times. However, if we do make a mistake we will try to resolve it as soon as possible, and if we spot that an error has affected your order we will do our best to let you know. When browsing our website the colours of products may vary depending on a few factors your display settings. Pictures and images on our website are for illustration purposes only. For an accurate description of any product and details of what is included with the product, please read the product description. We will do our best to check our website for viruses but we do not warrant that the website is free of viruses or other malicious content.
Product availability :
All products are subject to availability and so we may not be able to supply your order. In unforeseen circumstances and with or without notice we may have to stop selling products through our online either temporarily or permanently. We will not be liable for any losses you sustain as a result of updating or modifying our website.
Online :
Not all promotions that are offered by Larva Online Store will be available in-store, and vice versa. We reserve the right to adjust prices, products and special offers at our discretion.
Security :
Please make sure that your login details, password and all your other account details remain confidential at all times. If you know or suspect that the security of your account is at risk, you should contact us.
Eligibility to order products :
You can only purchase from Larva Online Store if you are aged 18 or over and a resident of the Malaysia. You will need an active email address and a telephone number so that we can easily contact you.
Order acceptance :
Acceptance of your order will take place when we despatch the product(s) to you. Until we despatch the product(s), no contract will have been formed between us. Although we hope to be able to supply all products ordered, we reserve the right, at our discretion and without the need to give reasons, not to accept any offer at any time. If we refuse your order we will let you know as soon as reasonably possible.
Payment :
We accept all major credit and debit cards that you may have, including VISA, Mastercard. We will take payment from your card at the time you place your order. Taking payment does not mean we have accepted your order and if for any reason we are unable to accept your order we will provide you with a full refund within 14 days.
Pricing :
Unless otherwise stated all prices shown at Larva Online Store are inclusive of VAT and other applicable taxes. The product prices shown do not include the delivery fee, assembly fees which will be added to your total order price.
Information on our website :
We try our best to make sure that all information on our website, including descriptions of our products and listed prices are accurate at all times. However, if we do make a mistake we will try to resolve it as soon as possible, and if we spot that an error has affected your order we will do our best to let you know. When browsing our website the colours of products may vary depending on a few factors your display settings. Pictures and images on our website are for illustration purposes only. For an accurate description of any product and details of what is included with the product, please read the product description. We will do our best to check our website for viruses but we do not warrant that the website is free of viruses or other malicious content.
Product availability :
All products are subject to availability and so we may not be able to supply your order. In unforeseen circumstances and with or without notice we may have to stop selling products through our online either temporarily or permanently. We will not be liable for any losses you sustain as a result of updating or modifying our website.
Online :
Not all promotions that are offered by Larva Online Store will be available in-store, and vice versa. We reserve the right to adjust prices, products and special offers at our discretion.
Security :
Please make sure that your login details, password and all your other account details remain confidential at all times. If you know or suspect that the security of your account is at risk, you should contact us.
Eligibility to order products :
You can only purchase from Larva Online Store if you are aged 18 or over and a resident of the Malaysia. You will need an active email address and a telephone number so that we can easily contact you.
Order acceptance :
Acceptance of your order will take place when we despatch the product(s) to you. Until we despatch the product(s), no contract will have been formed between us. Although we hope to be able to supply all products ordered, we reserve the right, at our discretion and without the need to give reasons, not to accept any offer at any time. If we refuse your order we will let you know as soon as reasonably possible.
Payment :
We accept all major credit and debit cards that you may have, including VISA, Mastercard. We will take payment from your card at the time you place your order. Taking payment does not mean we have accepted your order and if for any reason we are unable to accept your order we will provide you with a full refund within 14 days.
Pricing :
Unless otherwise stated all prices shown at Larva Online Store are inclusive of VAT and other applicable taxes. The product prices shown do not include the delivery fee, assembly fees which will be added to your total order price.
Delivery General Terms
We sub-contract our Delivery Service to trusted transport service providers. However, we will always remain responsible for the performance of the Delivery Service.
Delivery charges :
For more details of our delivery fees, please see our delivery information.
Online delivery dates :
If you have ordered custom-made items then your goods will be delivered to you in 4 to 5 weeks time which not included public holidays .We will try our best to meet the delivery date, however there may be times where we are unable to do this and your confirmed delivery date will be different. We would advise you not to make any plans to accept your delivery, for example booking time off from work, until we have confirmed the date with you. If you will not be available, please request a different delivery date as soon as possible and no later than 48 hours before the planned delivery date by speaking to our delivery careline 017-8993288.
Changing the date of delivery :
If you would like to change your delivery time or date, please contact our delivery careline 017-8993288 2days before of delivery and they will advise if this is possible.
Our liability :
In the event of any unforeseen circumstances (such as lorry breakdown, traffic accident, major traffic delays or severe weather) we will do our best to contact you to rearrange an alternative delivery timeslot or date. We will not be responsible for any losses (including loss of revenue, profits, anticipated savings, goodwill or business opportunity, for any injury to your reputation) incurred due to a delay in delivery arising out of any cause beyond our control.
Delivery restrictions :
Before the delivery, please ensure that there is sufficient access and space and that any staircases and lifts providing access are suitable for the delivery. Please move fragile objects which could be damaged during the delivery, such as lights, vases, and pictures. Every effort will be made to deliver the products to your room of choice, provided it is safe and practical to do so. However, if our delivery team believe it is unsafe to deliver the products to this room, then an alternative room will be agreed with you where possible.
If our delivery team consider that delivery to the room of your choice is likely to cause damage to the products or to the property, they will let you know and record the concern on a delivery document. You can still accept the delivery but we will not be liable for any damage caused to the products or the property. However, our delivery team will take reasonable care when delivering the products.
Our delivery team are not permitted to and will not: remove doors, windows, doorframes etc. in order to complete the delivery. You must arrange this before the delivery takes place. Our delivery team do not carry any specialised lifting equipment and will not unpack or assemble delivered products or remove any packaging. Our delivery team will not remove their footwear whilst making deliveries. If you are concerned about possible damage to flooring, please make sure you cover the flooring with protective sheets.
Please note that any changes you make to your order after your order has been placed might have an impact on the delivery service we can offer and the price of the delivery.
Important information :
When you arrange your delivery, we will ask you to provide certain information. This information will be recorded on the delivery document and the delivery will take place at the delivery address you specify. If you provide us with incomplete, incorrect or inaccurate information or instructions, we may cancel the delivery by giving you written notice.
You are responsible for ensuring that you are available to accept delivery. If you are not, there must be an adult available who is capable of receiving delivery on your behalf, and you agree that we can rely on their instructions as if they were your own.
Our delivery staff are not permitted to leave the order unless you or someone on your behalf is present at the time of the delivery. If you are not at home at the agreed time for delivery and collection our service partner will try to contact you to make another appointment. Please note that this will result in a new service order and is therefore chargeable. When delivery is made, we will not require the exchange of the hand held devices. Deliveries will be signed for digitally by our delivery staff on your behalf in your presence. Upon delivery, our delivery staff will ask permission to take pictures of the goods delivered. Accepting or refusing such request will not impact your delivery. All pictures will be stored in accordance with Data protection legislation.
On delivery, you will be asked to examine the products, check the condition of the packaging and whether the correct number of packages have been delivered and be asked to sign the delivery document confirming this. If there are any issues, you should record this on the delivery document. Missing products will be re-ordered and damaged/incorrect products will be returned and replaced and delivered free of charge. This will not affect your legal right to notify us within a reasonable time at a later date if you find a defect in your products. If you wish to refuse the delivery, please inform our delivery staff verbally.
Authority to Leave :
If you have selected the authority to leave option at checkout, you will be providing our drivers permission to leave your order at the delivery address without a signature and you agree that the order is deemed delivered when left at the delivery address. When you choose authority to leave at the checkout, you are accepting full responsibility of the safe delivery of the order. You will receive a call from the driver 1 hour before the delivery to let you know the driver is on the way. The driver will leave your order in a secure and sheltered place if safe to do so. If the driver at his own discretion decides that it is not safe to do so, the driver may decide not to leave the order. In this event, our customer services team will contact you to arrange a new delivery date. If you have chosen authority to leave at the checkout for your room of choice delivery but you are not going to be home, your order will be left at your front door. For flats or buildings with multiple dwellings, this is your flat front door, given the driver is able to enter the building. Pictures will be taken to confirm delivery was made. We will not be responsible for any damaged or stolen goods after the delivery with authority to leave has taken place. If you have not selected the authority to leave option at checkout and you are not in to accept your delivery, unfortunately we will not be able to deliver your order.
Damaged items :
If items within packaging are faulty or damaged, please notify the delivery driver who will seek to resolve this.
If you notice any damage to items following delivery, please contact us immediately at larva.customerservice@gmail.com or our direct phone line +6012- 2328372 within 24 hours after delivery. Please keep any damaged products so that we can inspect at a later date. If you dispose of any damaged product before we have had the opportunity to inspect it, then this could affect any claim. We will always attempt to replace any damaged product.
Delivery charges :
For more details of our delivery fees, please see our delivery information.
Online delivery dates :
If you have ordered custom-made items then your goods will be delivered to you in 4 to 5 weeks time which not included public holidays .We will try our best to meet the delivery date, however there may be times where we are unable to do this and your confirmed delivery date will be different. We would advise you not to make any plans to accept your delivery, for example booking time off from work, until we have confirmed the date with you. If you will not be available, please request a different delivery date as soon as possible and no later than 48 hours before the planned delivery date by speaking to our delivery careline 017-8993288.
Changing the date of delivery :
If you would like to change your delivery time or date, please contact our delivery careline 017-8993288 2days before of delivery and they will advise if this is possible.
Our liability :
In the event of any unforeseen circumstances (such as lorry breakdown, traffic accident, major traffic delays or severe weather) we will do our best to contact you to rearrange an alternative delivery timeslot or date. We will not be responsible for any losses (including loss of revenue, profits, anticipated savings, goodwill or business opportunity, for any injury to your reputation) incurred due to a delay in delivery arising out of any cause beyond our control.
Delivery restrictions :
Before the delivery, please ensure that there is sufficient access and space and that any staircases and lifts providing access are suitable for the delivery. Please move fragile objects which could be damaged during the delivery, such as lights, vases, and pictures. Every effort will be made to deliver the products to your room of choice, provided it is safe and practical to do so. However, if our delivery team believe it is unsafe to deliver the products to this room, then an alternative room will be agreed with you where possible.
If our delivery team consider that delivery to the room of your choice is likely to cause damage to the products or to the property, they will let you know and record the concern on a delivery document. You can still accept the delivery but we will not be liable for any damage caused to the products or the property. However, our delivery team will take reasonable care when delivering the products.
Our delivery team are not permitted to and will not: remove doors, windows, doorframes etc. in order to complete the delivery. You must arrange this before the delivery takes place. Our delivery team do not carry any specialised lifting equipment and will not unpack or assemble delivered products or remove any packaging. Our delivery team will not remove their footwear whilst making deliveries. If you are concerned about possible damage to flooring, please make sure you cover the flooring with protective sheets.
Please note that any changes you make to your order after your order has been placed might have an impact on the delivery service we can offer and the price of the delivery.
Important information :
When you arrange your delivery, we will ask you to provide certain information. This information will be recorded on the delivery document and the delivery will take place at the delivery address you specify. If you provide us with incomplete, incorrect or inaccurate information or instructions, we may cancel the delivery by giving you written notice.
You are responsible for ensuring that you are available to accept delivery. If you are not, there must be an adult available who is capable of receiving delivery on your behalf, and you agree that we can rely on their instructions as if they were your own.
Our delivery staff are not permitted to leave the order unless you or someone on your behalf is present at the time of the delivery. If you are not at home at the agreed time for delivery and collection our service partner will try to contact you to make another appointment. Please note that this will result in a new service order and is therefore chargeable. When delivery is made, we will not require the exchange of the hand held devices. Deliveries will be signed for digitally by our delivery staff on your behalf in your presence. Upon delivery, our delivery staff will ask permission to take pictures of the goods delivered. Accepting or refusing such request will not impact your delivery. All pictures will be stored in accordance with Data protection legislation.
On delivery, you will be asked to examine the products, check the condition of the packaging and whether the correct number of packages have been delivered and be asked to sign the delivery document confirming this. If there are any issues, you should record this on the delivery document. Missing products will be re-ordered and damaged/incorrect products will be returned and replaced and delivered free of charge. This will not affect your legal right to notify us within a reasonable time at a later date if you find a defect in your products. If you wish to refuse the delivery, please inform our delivery staff verbally.
Authority to Leave :
If you have selected the authority to leave option at checkout, you will be providing our drivers permission to leave your order at the delivery address without a signature and you agree that the order is deemed delivered when left at the delivery address. When you choose authority to leave at the checkout, you are accepting full responsibility of the safe delivery of the order. You will receive a call from the driver 1 hour before the delivery to let you know the driver is on the way. The driver will leave your order in a secure and sheltered place if safe to do so. If the driver at his own discretion decides that it is not safe to do so, the driver may decide not to leave the order. In this event, our customer services team will contact you to arrange a new delivery date. If you have chosen authority to leave at the checkout for your room of choice delivery but you are not going to be home, your order will be left at your front door. For flats or buildings with multiple dwellings, this is your flat front door, given the driver is able to enter the building. Pictures will be taken to confirm delivery was made. We will not be responsible for any damaged or stolen goods after the delivery with authority to leave has taken place. If you have not selected the authority to leave option at checkout and you are not in to accept your delivery, unfortunately we will not be able to deliver your order.
Damaged items :
If items within packaging are faulty or damaged, please notify the delivery driver who will seek to resolve this.
If you notice any damage to items following delivery, please contact us immediately at larva.customerservice@gmail.com or our direct phone line +6012- 2328372 within 24 hours after delivery. Please keep any damaged products so that we can inspect at a later date. If you dispose of any damaged product before we have had the opportunity to inspect it, then this could affect any claim. We will always attempt to replace any damaged product.
Returns and Cancellation
We will provide a refund for product(s) returned with the original proof of purchase, in new and unused condition and with the original packaging. You are responsible for any costs incurred in the returning of the product(s) unless the product is faulty. We will only process your refund after we have received and inspected the returned Product. We will refund the price paid for the goods via the original payment method. If we are of the view that the returned Product does not fulfil the returns criteria, we may refuse the return of the Product or instead offer an exchange.
Exclusions
There are certain circumstances, where at our sole discretion we are not able to accept returns, cancel orders or offer a refund unless the product(s) is faulty .
These exclusions are as follows:
- where you do not have proof of purchase;
- where the product(s) are returned without full packaging;
- where the product(s) are not returned in a saleable condition;
- where the product is custom-made product(s) .
Changes to and cancellation of Services
Any changes of orders need to inform us within 24 hours. Any cancellation of Services are not allowed after payment is confirmed. Please contact us at +6012- 2328372 for further assistance.
Exclusions
There are certain circumstances, where at our sole discretion we are not able to accept returns, cancel orders or offer a refund unless the product(s) is faulty .
These exclusions are as follows:
- where you do not have proof of purchase;
- where the product(s) are returned without full packaging;
- where the product(s) are not returned in a saleable condition;
- where the product is custom-made product(s) .
Changes to and cancellation of Services
Any changes of orders need to inform us within 24 hours. Any cancellation of Services are not allowed after payment is confirmed. Please contact us at +6012- 2328372 for further assistance.