Shipping & Delivery (CANADA)

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

Domestic Shipping Policy (Canada)

Shipment processing time: All orders are processed within 1-2 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 & Delivery (Continental United States)

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 $59 CAD

Free Expedited US Shipping: Orders over $59 CAD (Approx. $47 USD) are eligible for free standard shipping that may take up to 3-10 business days to be delivered.


For Orders Between $35-$59 CAD

Expedited US Shipping Plus: For orders between $35-$59 CAD, (Approx. $28-$47 USD) a fee of $12 CAD (Approx. $9.50 USD)will be applicable for expedited shipping that takes up to 3-10 business days to be delivered. Please note that delivery delays can occasionally occur.

Standard US Shipping PlusFor orders between $35-$59 CAD, (Approx. $28-$47 USD) a fee of $9.9 CAD (Approx. $7.9 USD)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.


For Orders Below $35 CAD

Expedited US Shipping: For orders under $35 CAD, (Approx. $28-$47 USD) a fee of $15 CAD (Approx. $12 USD)will be applicable for expedited shipping that takes up to 3-10 business days to be delivered. Please note that delivery delays can occasionally occur.

Standard US Shipping: For orders under $35 CAD, (Approx. $28-$47 USD) a fee of $12.5 CAD (Approx. $9.90 USD)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 & Delivery (Western Europe)

Rates & Estimated Delivery Time (Western Europe)

Countries: Belgium, France, Germany, Ireland, Italy, Liechtenstein, Luxembourg, Netherlands, Portugal, Spain, United Kingdom


For Orders Over $145 CAD

Free Standard International Shipping: Orders over $145 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 $90-$144.99 CAD (Western Europe)

Standard International Shipping Plus: For orders between $90-$150 CAD, a fee of $25 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 $90 CAD (Western Europe)

Standard International Shipping: For orders under $90 CAD, a fee of $35 CAD will be applied. It may take up to 5-14 business days to be delivered. Please note that delivery delays can occasionally occur.

Shipping & Delivery (Outside of the US and Canada and Western Europe)

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.

Pre-Order Items
Q. When will my order be shipped out if I place a pre-order?
We will send it out as soon as we receive the shipment! If there is any delay, we will inform you via email, or text message, or phone call!

Q. I've placed an order for non-pre-order items with pre-order items, when will my order be shipped out?
We will ship out your order when the pre-order item arrives at our warehouse!

Q. Will I receive Pre-Order Benefits?
Yes, you will receive all official pre-order benefits when you order during the pre-order period! Check the item title that says "(PRE-ORDER)"!

Q. Pre-Order items already released. When will it get shipped out?
It takes about 1-2 weeks for us to receive the shipment from Korea and it will be shipped out ON THE DAY when we receive it!

How Do I Change or Cancel Order?

Change or Cancel Order

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

Coupons/Promo Codes & Gift Cards

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!


Returns and Refunds 

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. 


  • We offer a 15-day return/exchange policy. You have 15 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.


    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 returned orders

    Shipping costs on all returned orders will be covered within the 15-day period with the exception of undeliverable orders (eg. PO boxes, inaccurate mailing addresses).


    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 Issues & Defective Items

Damages and Issues 

Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make appropriate adjustments. 


To process an exchange or refund for the products, please contact us at communications@lightupk.com with supporting documentations (e.g. pictures) and we will process your return for a 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. 


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


Payment and Billing

Payment and Billing

Customs & Tax

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.


Additional Questions About Shipping & Delivery

Q: When will my orders be shipped out?

A:  All orders are processed within 1-2 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 5 business days in transit for delivery.If there are significant delays in shipping your order due to unforeseeable logistical circumstances, we will update you via email or telephone. 


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 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. 

Account/ Personal Information 

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.


Product Information 

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.


Support & Contact Us

Q: Can I request personal assistance before I place my order?

A: Our Customer Service section provides helpful tips and product information for your reference. You are welcome to contact us at communications@lightupk.com.