Q: Where can I contact with questions/concerns and/or editing/cancelling my order, etc

A: Feel free to email us at orders@lightupk.com for all order concerns/questions and communications@lightupk.com for general communciations.

Q. Where is my order shipped from?

We are a proud Canadian small business! Our orders are shipped from Toronto, Ontario, Canada! So if you are shopping within Canada, you do not have to worry about customs and duties!

Q. Do you ship to PO Boxes?

Yes! As long as Canada Post delivers, we deliver to PO Boxes.

Shipping Rates & Delivery

Shipping Policy

Shipment processing time: All orders are processed within 2-4 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow up to 10 business days in transit for delivery. If there will be a significant delay in shipment of your order due to unforeseeable logistical circumstances, we will update you via email or telephone or other communication methods.

Shipping Rates & Delivery Estimates (CANADA)

Orders with final price over $55 CAD are eligible for free expedited shipping that may take up to 2-10 business days to be delivered. (Please note, potential shipment delays due to Covid-19 may occur).

For orders less than $55, additional shipping charges for your order will be calculated and displayed at checkout. 

Rates & Estimated Delivery Time (CANADA)

For Orders Over $55 CAD

Free Expedited Shipping: Orders over $55 CAD are eligible for free expedited shipping that may take up to 2-10 business days to be delivered.

For Orders Between $40-55 CAD

Expedited Shipping Plus: For orders between $40-55 CAD, a standard fee of $11 will be applicable for expedited shipping that takes up to 2-10 business days to be delivered.

Standard Shipping Plus: For orders between $40-55 CAD, a standard fee of $10 will be applicable for expedited shipping that takes up to 5-14 business days to be delivered.

For Orders Under $40 CAD

Expedited Shipping: For orders less than $40 CAD, a standard fee of $14 will be applicable for expedited shipping that takes up to 2-10 business days to be delivered.

Standard Shipping: For orders less than $40 CAD, a standard fee of $11 will be applicable for standard shipping that takes up to 5-14 business days to be delivered. 

Please note that delivery delays can occasionally occur.

Shipping Rates & Delivery Estimates (Continental United States)

Orders over $59 CAD (Approx. $47 USD) are eligible for free express shipping that may take up to 3-10 business days to be delivered. (Please note, potential shipment delays due to Covid-19 may occur).

For orders less than $59, additional shipping charges for your order will be calculated and displayed at checkout. 

Rates & Estimated Delivery Time (Continental United States)

For Orders Over $60 CAD

Free US Shipping: Orders over $60 CAD are eligible for free standard shipping that may take up to 3-10 business days to be delivered.

For Orders Below $60 CAD

Standard US Shipping: For orders under $60 CAD, a fee of $15 CAD will be applicable for standard shipping that takes up to 5-15 business days to be delivered. Please note that delivery delays can occasionally occur.

Rates & Estimated Delivery Time (Oceania)

For Orders Over $225 CAD (Oceania)

Free Oceania Standard International Shipping (5-14 Business Days): Orders over $225 CAD are eligible for free standard shipping that may take up to 5-14 business days to be delivered. Please note that delivery delays can occasionally occur.

For Orders Between $180.01-$224.99 CAD (Oceania)

Oceania Standard International Shipping Ult. (5-14 Business Days): For orders between $180.01-$224.99 CAD, a fee of $45 CAD will be applied. It may take up to 5-14 business days to be delivered. Please note that delivery delays can occasionally occur.

For Orders Between $120.01-$180 CAD (Oceania)

Oceania Standard International Shipping Plus (5-14 Business Days): For orders between $120.01-$180 CAD, a fee of $55 CAD will be applied. It may take up to 5-14 business days to be delivered. Please note that delivery delays can occasionally occur.

For Orders Under $120 CAD (Oceania)

Oceania Standard International Shipping (5-14 Business Days): For orders under $120 CAD, a fee of $70 CAD will be applied. It may take up to 5-14 business days to be delivered. Please note that delivery delays can occasionally occur.

All Orders OUTSIDE of Canada, United States, and Western Europe (Please refer to above section)

For Orders Over $225 CAD

Free Expedited International Shipping: Orders over $225 CAD are eligible for free expedited shipping that may take up to 5-14 business days to be delivered.

For Orders Between $120-$225 CAD

Expedited International Shipping: For orders between $120-$225 CAD, a standard fee of $20 will be applicable for expedited shipping that takes up to 5-14 business days to be delivered.

Untracked Surface Mail: For orders $120-$225, a standard fee of $10 will be applicable for expedited shipping that takes up to 4-16 weeks to be delivered. Please note, we cannot guarantee this delivery method as the shipment cannot be tracked.

For Orders Between $55-$120 CAD

Expedited International Shipping: For orders between $55-$120 CAD, a standard fee of $40 will be applicable for expedited shipping that takes up to 5-14 business days to be delivered.

Untracked Surface Mail: For orders $55-$120 CAD, a standard fee of $25 will be applicable for expedited shipping that takes up to 4-16 weeks to be delivered. Please note, we cannot guarantee this delivery method as the shipment cannot be tracked.

For Orders Under $55 CAD

Expedited International Shipping: For orders less than $55 CAD, a standard fee of $60 will be applicable for expedited shipping that takes up to 5-14 business days to be delivered.

Untracked Surface Mail: For orders less than $55 CAD, a standard fee of $30 will be applicable for expedited shipping that takes up to 4-16 weeks to be delivered. Please note, we cannot guarantee this delivery method as the shipment cannot be tracked.

Change or Cancel Order

If you would like to modify or cancel your order, please contact customer service immediately by emailing us at orders@lightupk.com. 

Please be advised that some orders are processed immediately, and it may not always be possible to change or cancel your order.

To ensure speedy service, please have the following information ready when you email our Customer Service Department:

1. Your order number

2. Name of the product you wish to change or cancel.

3. Reason for requesting the change or cancellation.

Q: How do I view my gift cards?

A: When gift cards are issued to you, they will be delivered to your email! If you do not see them in your inbox, please make sure to check the spam box as well!

Q: What is your return/exchange policy? 

A: LightUpK is dedicated to providing our customers with the best customer service and we aim to accommodate our customers’ requests. However, please note that not all items are eligible for returns or refunds. 

UNBOXING VIDEOS ARE REQUIRED TO RECEIVE ASSISTANCE REGARDING Item Damages and Defects!

Please film the entirety of the unboxing of your order/item. These videos must be unedited and MUST contain the entirety of unboxing of the item. Please note that if these filming proof are not submitted, the return, exchange, service or refund will be denied. Items that are purchased with a promotion code are not eligible for refunds or exchanges. Please note, pre-ordered items cannot be returned. Orders shipped out to locations outside of Canada and Continental United States are not eligible for exchange.

• We offer a 5-day return/exchange policy. You have 5 days to request for a return starting from the day that you received your item. To be eligible for a return/exchange, your item must be in the same condition as when you received it, unopened, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase (e.g confirmation email, order number).

• All our returns are assessed on a case-by-case basis. To start a return/exchange or inquire whether your order is eligible for a return/exchange, you can contact us at communications@lightupk.com. Simply provide us with the order detail (e.g. order number), your contact information (e.g. your name, phone number, address), and your reason for requesting the return. Once your return request is received and approved we will send you a return shipping label, as well as instructions on how and where to send your package. 

• Items sent back to us without first requesting a return/exchange will NOT be accepted. Items opened and used will NOT be accepted. If you send us back items that have been opened or used, it will be disposed of. We will not refund or return opened or used products. (For exceptions, please refer to Damages and Issues). Please note, refunds or exchanges cannot be accepted when you order a pre-order item once it is sent out.

  • Items that are purchased with a promotion code are not eligible for refunds or exchanges. Please note, pre-ordered items cannot be returned. Orders shipped out to locations outside of Canada and Continental United States are not eligible for exchange.

  
  

  Refunds

  We will notify you once we have received and inspected your return, and we will let you know if the refund has been approved or not. If approved, you will be automatically refunded using your original method of payment or in the form of store credit. Please remember it can take some time for your bank or credit card company to process and post the refund to your bank account statement.  

  
  

  Shipping for returning orders

  Shipping costs on all returning orders will be covered within the 5-day period with the exception of undeliverable orders (eg.inaccurate mailing addresses/unpicked up orders/rejected by the receipient).

  
  

  Undeliverable Orders
  

  Undeliverable orders within Canada and Continental United States: Orders returned due to wrong address or rejection of reception (rejected by the customer/ordered not picked up) will be refunded after subtracting $20 of returning shipping fee. 

  Undeliverable orders outside of Canada and Continental United States: Orders returned due to wrong address or rejection of reception (rejected by the customer/ordered not picked up) will be refunded after subtracting $60 of returning shipping fee. 

  
  

  Q:Can I check my order history?

  A: You can check your orders under "My Account" below the 'Order History" tab. 

  The account summary displays your orders and allows you to check your complete order history by clicking on the order number.

  
  

  Q: Can I view a past shipment invoice?

  A: Every shipment comes with a separate order number.  To view each one, click on “My Account.” All order numbers are available under the "My Orders" tab.

  For more information regarding the payment total, tracking number, shipping and handling charges, and other information click on the "Order Number” link.  

  
  

Damages and Order Issues 

UNBOXING VIDEOS ARE REQUIRED TO RECEIVE ASSISTANCE REGARDING Item Damages and Defects!

Please film the entirety of the unboxing of your order/item. These videos must be unedited and MUST contain opening of the parcel box and clearly show the item. The video proof must be sent to orders@lightupk.com when you send an email regarding damaged/defective item. If the video is too large to attach on the email, you may upload it on cloud drives(such as Google Drive) and share us the link. For example, please begin filming before taking it out of the parcel box packaging. Please note that if these filming proof are not submitted, the return, exchange, service or refund will be denied. Items that are purchased with a promotion code are not eligible for refunds or exchanges. Please note, pre-ordered items cannot be returned. Orders shipped out to locations outside of Canada and Continental United States are not eligible for exchange.

Please contact us at orders@lightupk.com to check the eligibility for your return. To process exchange or refund for the products, please contact us at orders@lightupk.com with supporting documentations (e.g. pictures), and we will process your return or refund or exchange. 

Item Defects

Though rare, companies that produce albums and merchandises make mistakes. There may be issues with printing or missing contents within an album. In these cases, as it was beyond our control exchanges cannot be made. However, we will be judging each case to see if you would be eligible for a partial refund. 

Exceptions/Non-returnable items

Certain types of items cannot be returned such as opened and used items taken out of its original packaging and custom products (e.g special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. 

Unfortunately, we cannot accept returns/exchanges for orders purchased with gift cards. Items purchased as gifts with gift receipts that are returned will receive store credit. Items purchased with coupons may be eligible for a return, however, please note that the amount will be in the form of our store credit. Items that are purchased with a promotion code are not eligible for refunds or exchanges. Please note, pre-ordered items cannot be returned. Orders shipped out to locations outside of Canada and Continental United States are not eligible for exchange.

Please get in touch with us at orders@lightupk.com if you have questions or concerns about returning specific items.

Payment and Billing

Q: I live in Canada, do I need to pay customs duties?

No! All items are shipped out from Canada, so there is no additional customs duty. However, all sales taxes such as GST, HST, QST, PST, RST will be charged at the point of checkout!

Q: Will I have to pay customs and taxes on my order?

A: When ordering from LightUpK, customers are fully responsible for any customs related charges, such as Customs Taxes, Import Taxes, Value added Taxes, and so on. Customers are required to pay any applicable charges such as customs fees, service fees, administration fees, and warehousing fee that are related to customs.

Customs issues vary by country, so customers need to contact their local customs office for detailed information to avoid potential problems.

Q: What happens if there are banned items in my shipment?

A: Customers should contact their local customs office for information concerning banned items in their country. We are required by law to declare our shipments according to their actual content and value.

We cannot accommodate requests to alter declaration values and/or content of shipments. If for any reason your local customs authorities confiscate any items from your order, 

LightUpK is not responsible for re-shipment or refund regarding the confiscated item(s).

Q: Will I receive a refund if I refuse the shipment when it is delivered to me?

A: If customers refuse a package due to customs issues, including refusal to pay customs tax or duties, failure to provide requested documents, or other related issues, we will not be held responsible for any refund or re-shipment of the refused package.

Q: When will my orders be shipped out?

A:  Our aim is to process and ship out all orders within 2-5 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. If there are significant delays in shipping your order due to unforeseeable logistical circumstances, we will update you via email or telephone or feel free to reach out to us at orders@lightupk.com. Please note that orders containing pre-order items are sent out when all items in the order become available at our warehouse.

Q: Will my shipment come with a tracking number or code?

A:You will receive a Shipment Confirmation email once your order has shipped, which contains your tracking number(s). Tracking number(s) will be active within 24 hours.

Q: Can my shipment be delivered to a post office box?

A: We deliver to post office boxes anywhere as long as Canada Post delivers. We are unable to ship to the following addresses: APO, FPO, DPO.

Q: What happens to my order if it can't be delivered and it is returned to LightUpK? 

A: All shipments returned to LightUpK are considered “undeliverable.” Reasons for undeliverable shipments include incorrect shipping address, failed delivery attempts by the post office provider (i.e., the recipient is unavailable), or unclaimed shipments held by the courier agent.

When we receive undeliverable shipments, we will notify customers via email to arrange for re-shipment. All re-shipments incur handling fees plus re-shipment fees that are the same as LightUpK’ regular shipping fees. Re-shipment fees will be applied regardless of the original shipment’s eligibility for free shipping. Additional courier charges for returned shipping may also apply.

In the case that a refund for undeliverable orders is requested, the shipping costs will be paid by the customer. Once we have received the package and checked the condition of the products, a refund minus the shipping fee will be issued back to you through the original method of payment. 

Q: How do I change my personal information (password, payment method, shipping address)?

A: You can change your information at any time using the following steps:

1. Click on "Sign In / Register"

2. Click on "My Account," and then click "Edit Account" at the top right corner

3. If you want to change your password, enter your current password, and then click "Confirm."

4. Enter your new password in the "Password" and "Confirm Password" fields. Please make sure the password is more than 3 characters.

5. You can modify information such as country, address, phone number, etc. here.

6. Please enter the captcha numbers/letters at the bottom.

7. Click the "Save" button to complete your changes.

Q: Do you sell authentic K-Culture products?

A: Yes, all of our products are authentic and sourced from reliable suppliers located in Korea.

Q: I bought a product that I previously purchased before, but the newer product has a different package or texture. Why is that?

A: Companies occasionally change product packaging to follow market trends. As such, a product may change packaging or have a slightly different texture when versions are released.