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Help and FAQs

ORDERING ON THE SITE

When can I order?

We are open to take your orders for UK shoppers. Should you require assistance from our Customer Services team we are available from 08:00 to 20:00 Monday to Saturday, and 10:00 to 20:00 on Sundays. You can either call us on 0871 230 2301, or email us at customer.support@lauraashley.com.
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Can I order through your stores and by mail order?

Yes. Most of the products shown on this site are available to order through any Laura Ashley store (Click here for locations), or by telephoning our Mail Order service on 0871 230 2301 (Monday - Saturday 8am to 8pm, Sunday 10am to 8pm)
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How do I order?

Take a look through our Internet shop. If you find items you like the look of, please click on the picture to bring up those items details. Here you can view details about your order and you can add the item to your shopping bag by clicking the 'add to shopping bag'.
You can view your shopping bag at any time during your visit by clicking the shopping bag icon on the right. It is within the shopping bag that you can place the order with us by entering the 'Purchase page' where the order is placed. Please see; How can I pay? - For more details.
Our Isle of Man Customers are not able to order via this website. Please visit the local store.
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Can I order fabric and wallpaper samples?

Yes. We are happy to supply up to 6 swatches of fabric and wallpaper to help you make your choice. Please note down the reference numbers of the samples that you require and email these numbers to us at customer.support@lauraashley.com. Don't forget to add your name and address details to the email.
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Can I cancel my order?

You may cancel your order as set out in our 'Terms and Conditions'. If you wish to do so, contact Customer Services immediately by telephoning 0871 9835 999. You will need to quote your Order Confirmation number.
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How do I know if an item is still available?

If an item is out of stock you will not be able to add that item to your shopping bag.
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How do I receive confirmation of my order?

When an order is placed, you will be sent an email to confirm your purchase and a unique reference number for your order.
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What if I have a query about my order?

If you have a query about your order please contact Customer Services by e mailing customer.support@lauraashley.com or by telephoning 0871 9835 999 (Monday to Saturday 8a.m. to 6p.m.) Please have your confirmation number ready when you call or include it in your email to us.
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PAYMENT QUERIES

How can I pay?

We accept all major credit and debit cards. Payment is made at the Internet checkout, which can be accessed through your Internet shopping bag icon. Remember, you can still change your mind at the checkout as to whether you wish to continue with the purchase.
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When do I give my payment details?

Payment is made at the Purchase page, which can be accessed through your Internet shopping bag icon. You can still change your mind at this stage. Payment is only made when you click to Complete purchase.
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When will I be charged?

The full purchase price will be charged to your card upon placement of your order.
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RETURN OF GOODS

How do I return items?

If you do not require the item you have purchased, please return the item to :
Returns
Laura Ashley
P O Box 19
Newtown
Powys
SY16 1DZ.
Enclose your despatch note with the goods, and follow the instructions for returns given on that form.
Should you have any queries about the return please contact our Customer Services team by e mailing customer.support@lauraashley.com or by telephoning 0871 9835 999 (Monday to Saturday 8a.m. to 6p.m.)
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When can I return goods?

Return of goods need to be made within 28 days of purchase. Should an item be faulty please contact Customer Services team by e mailing customer.support@lauraashley.com or by telephoning 0871 9835 999 (Monday to Saturday 8a.m. to 6p.m.)
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How do I complain?

If any product or service does not meet your expectations, please let us know. You can email us at customer.support@lauraashley.com, or telephone us on 0871 9835 999 (between 8am and 6pm). Alternatively, you can write to us at:
Customer Services
Freepost SY1225
PO Box 19
Newtown
Powys SY16 1DZ
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DELIVERY QUERIES

How do you deliver?

Delivery will normally be made by Royal Mail or Amtrak to the delivery address provided. Larger Furniture items will be delivered by our nominated carriers for your area.
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Can you deliver to a different delivery address?

Should it be more convenient for you, we can deliver to your residence, work or another address. In your shopping bag you can choose the address where the product will be delivered to, if you wish to amend or add details about delivery please click on "change" which can be found under both the billing and delivery address on the Shopping Bag page.
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What are your delivery charges?

For all Furniture orders there is a standard delivery charge: -

Delivery to addresses in the UK territories: For orders under £1000 (after discount) the standard delivery charge is £25, delivery is free for orders of £1000 and over (after discount). Please note additional charges may apply in certain circumstances.

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Will you deliver anywhere?

Currently our Internet service is available only to UK addresses. For off shore islands there will be an extra charge for furniture deliveries please contact us before you order.
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How long is delivery likely to take?

Most non furniture items will be delivered within 7 working days after confirmation of your order. The approximate delivery times for furniture are given on the product information.
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What to do if there will be no one to receive my product upon delivery?

We are happy to send your goods (except furniture) to your place of work or to your neighbour. Please enter an alternative delivery address in your shopping bag.
For furniture deliveries, our delivery contractor will arrange a convenient time for delivery with you.
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SECURITY OF PERSONAL DETAILS

What do you do with my personal details?

Information provided by you will be used to provide you with the ordered products, for billing purposes and to keep records of transactions. If you click on the relevant box when registering we will allow carefully selected companies, whose products we believe may be of interest to you to send information about their products.
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How do you ensure the security of my order?

The purchase area of our site is secure. We utilise industry standard SSL technology (Secure Sockets Layer) to guarantee a safe and secure shopping environment. All sensitive information such as credit card details, name, address, is encrypted. This means that information passed between your computer and our web site cannot be read even in the event it is intercepted by someone else.
See also: What do you do with my personal details?
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LAURA ASHLEY ACCOUNT CARD

Can I open a Laura Ashley account?

The Laura Ashley Account has a range of benefits for the regular Laura Ashley shopper. Click Here to link through to the Laura Ashley Account Card.
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QUERIES ON PRODUCTS

Can you help with garment sizing details?

We provide a sizing chart for our Women's clothing. Click here
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Can I view furniture in store?

Yes most of our stores have a range of furniture in store for you to view
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What should I consider when choosing a fabric or wallpaper?

Read carefully the information given about each fabric or wallpaper. In particular consider the following:
Pattern repeats
Design alignment
Shrinkage
Care instructions
Lining
If you require any assistance contact Customer Services team by e mailing customer.support@lauraashley.com or by telephoning 0871 9835 999 (Monday to Saturday 8a.m. to 6p.m.)
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How can I obtain more information about your products?

Gain more knowledge about the extensive Laura Ashley product range and services via:
Our customer service department by e mailing customer.support@lauraashley.com or by telephoning 0871 9835 999 (Monday to Saturday 8a.m. to 6p.m.)
Ordering our Home furnishings Catalogue
Or
Visit your nearest store. Click here to find the store closest to you.
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Where can I get a Laura Ashley Catalogue?

If you would like a printed Catalogue, you can have one sent to you by using the Order a Catalogue service on the website.
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LOGIN AND REGISTRATION

When do I have to login or register?

A customer must either login or register (if they are a first time customer) before proceeding to the purchase page. Login now
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Why can’t I see the Laura Ashley site clearly?

Ensure you are using one of the supported browsers for this website.
Ensure JavaScript and Cookies are enabled in your web browser. Please refer to your Internet Browser Help for guidance on how to check and change these settings. If you are accessing the site via a firewall, it may be preventing you from logging into the site. Please refer to the documentation for your firewall solution for guidance on configuration.
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What are Cookies? Why must I enable them in my Browser?

Cookies are small pieces of data that are stored on your computer when you visit websites. Generally cookies contain information that improves your experience of the website, such as preferences.
Laura Ashley use cookies to make our checkout process as simple as possible. Unless cookies are enabled on your computer we regret that you will not be able to successfully shop with us via this website.
Enabling Cookies in Internet Explorer ver 5.x.

i. At the top left of the screen click the Tools menu, then select Internet Options...

ii. Select the Security tab, then click on Custom Level.

iii. Click Enable under Allow cookies that are stored on your computer.

iv. Click OK button to set the changes and return.

Enabling Cookies in Internet Explorer ver 6.x.

i. At the top left of the screen click the menu, then select Internet Options...

ii. Select the Privacy tab, then click on the Advanced... button, now the Advanced Privacy Settings are displayed.

iii. Ensure the Override automatic cookie handling check box is checked.

iv. Under First-party Cookies ensure that the Accept option is selected. Under Third-party Cookies ensure that the Prompt option is selected. Finally, ensure the Always allow session cookies check box is checked.

v. Click the OK button to set the changes. To disable First and Third-party cookies, follow the above process but select the Block or Prompt options.

Enabling Cookies in Netscape Navigator.

i. At the top left of the screen click the Edit menu, then select Preferences...

ii. Double-click on the Privacy & Security option in the category list. (If this category is not available then double-click on the Advanced category).

iii. Select the Enable all cookies option and click OK to set the changes. (this option may be labelled Accept all cookies).

iv. To disable cookies follow the above process but select the disable cookies option.

Enabling Cookies in Mozilla Firefox.

i. At the top left of the screen click the Tools menu, then select ,b>Options.

ii. In the Options window, double-click on Cookies.

iii. Select Allow Sites to Set Cookies.

iv. Click OK button to set the changes and return.

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What is the best browser to use to shop online with Laura Ashley?

The Laura Ashley website is designed to be used with the most popular browsers. NB: If using Internet Explorer you need to use version 6.
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What screen resolution is best to use the Laura Ashley website?

The Laura Ashley website looks best when viewed using a minimum screen resolution of 1024 x 768 pixels, with a colour depth greater than 256 colours.

You can change these settings in your Display Control Panel in Windows or in the Monitor Control Panel on Mac.

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I do not use one of the recommended browsers, what should I do?

You can download the latest versions of your internet browser package from the vendor's websites.
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Why do I get an "Action Cancelled" message when I try to browse your website?

Please accept our apologies for the problems you have been experiencing with our site.

After investigation, Microsoft have released details advising that Internet Explorer users may experience difficulties with some secure internet sites following the installation of their recent patches ('Q382894' or 'Q824145'). You can find out if you have the affected updates by launching Internet Explorer, and clicking on

  • 'Help'

  • 'About Internet Explorer'

    • Now check the version number to see if you are running Internet Explorer 6. Any updates are listed under 'Update Versions'. You may be affected if these include 'Q382894' or 'Q824145'.

    Microsoft has released a further security patch to resolve these issues. Our investigations indicate that downloading this update should prevent you experiencing this problem again. We therefore suggest updating to the latest Microsoft patch, which can be down loaded from the following website address.

    www.support.microsoft.com

    I do hope that the above resolves the problem you have been experiencing however should you require any further assistance please do not hesitate in contacting us.

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    GIFT CARDS

    Can I use gift cards?

    Laura Ashley Gift Cards can be used in all Laura Ashley stores. However Gift Cards can be purchased online and posted anywhere in the UK and Ireland.
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    NAVIGATION OF THE SITE

    How do I search for an item?

    A customer searching for a particular item can type the product name into the search box at the top right hand corner of every page and click search. This should take you through to the area you are looking for and find the product.
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    CONTACTING LAURA ASHLEY

    How can I contact Laura Ashley in writing?

    Write to Customer Services
    P O Box 19
    Newtown
    Powys
    SY16 1DZ
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    If I have a problem who can I email?

    If you need help or information and are having difficulties finding it on our site, you can email our Customer Services team on customer.support@lauraashley.com at any time. To help us answer your query, please remember to include your postcode.
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    Who can I call about my order?

    Call our dedicated team of Customer Service Advisors on 0871 9835 999 from 8am to 6pm Monday to Saturday.
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    Who can help me with a technical query?

    Our team of advisors will be happy to help you with any technical query you might have regarding using our site. To contact us please email customer.support@lauraashley.com
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    Who do I contact to make an enquiry if I am from North America or Canada?

    Please visit our USA website at www.lauraashley-usa.com
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