Frequently Asked Questions

Find answers to our most common questions below.

1. Are all your products authentic?

Yes, absolutely 100%. We only sell authentic Korean beauty products. All items are sourced directly from official brands, authorized suppliers, and verified distributors in South Korea. We do not sell fakes, replicas, or expired items. Ever.

2. Do you ship internationally?

Yes, we ship worldwide from our fulfillment facility in South Korea. We offer the same simple international shipping policy for all available countries: free air shipping on orders over $69 USD, and a standard flat rate of $6.99 USD for orders under $69 USD.

If your country does not appear at checkout, please contact us at info@seoul-luma.com for assistance.

3. What are your shipping rates and methods?

We keep our international shipping rates simple:

  • Free Shipping: Orders over $69 USD qualify for free international shipping.
  • Standard Flat Rate: Orders under $69 USD ship for a flat rate of $6.99 USD.

We work with multiple trusted international premium air freight carriers and automatically select the most suitable carrier for each order based on the destination country, shipping conditions, and available delivery routes. All orders include a tracking number.

4. How long does shipping take?

Orders are typically processed and shipped within 2–4 business days. Once dispatched from our South Korean facility, estimated delivery times are as follows:

  • Asia & Middle East: 4 – 9 business days
  • North America (US, Canada): 7 – 14 business days
  • Oceania (Australia, New Zealand): 7 – 12 business days
  • Europe & United Kingdom: 10 – 16 business days
  • South America & Other Regions: 10 – 20 business days

*Delivery times may vary slightly depending on your destination country, local customs clearance, carrier conditions, and public holidays.

5. How can I track my order?

Once your order ships, you will receive a shipping confirmation email with a tracking number and a secure tracking link so you can monitor your package.

Please allow a short time for tracking information to update after the carrier receives your package.

6. What payment methods do you accept?

We accept secure online payments exclusively through Shopify Payments. Customers can pay with major credit and debit cards, including Visa, MasterCard, American Express, and Discover.

All transactions are processed through Shopify’s secure encrypted checkout system. Available payment methods may vary depending on your location and card provider.

7. Will I have to pay customs duties or taxes upon delivery?

To provide a transparent shopping experience, our import tax policy is based on your destination:

  • DDP (Taxes & Duties Included): For the US, EU, Australia, Japan, and many others, all customs duties and taxes are already included in the product price. No surprise charges upon delivery.
  • Calculated at Checkout: For Canada, applicable GST/HST is automatically added to your total at checkout.
  • DDU (Taxes Not Included): For the UK, Brazil, Philippines, and select other regions, customers are responsible for local customs fees or VAT upon arrival.

For a full breakdown of countries, please review our Shipping Policy.

8. Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible at info@seoul-luma.com.

We may be able to update or cancel your order if it has not yet been processed, packed, or dispatched. Once an order has entered the fulfillment process or has been shipped, we are unable to make changes or cancellations.

9. What is your return policy?

Due to the personal care nature of skincare and beauty products, we generally only accept returns for items that arrive damaged, defective, or incorrect. You must contact us within 14 days of receiving your order.

We strictly do not accept returns for opened or used products. Additionally, returns based on a simple change of mind or personal preference are not accepted (except for EU and UK customers exercising their legal 14-day Right of Withdrawal for unopened items).

For detailed instructions and conditions, please refer to our full Return & Refund Policy.

10. How can I contact customer service?

We are always here to help. You can reach our support team at:

Email: info@seoul-luma.com

Legal Entity (Corporate Office):
Seoul Luma LLC
1209 MOUNTAIN ROAD PL NE, STE N
ALBUQUERQUE, NM 87110, United States
Phone: +1 (505) 233-1110

Global Support & Fulfillment Center:
61, Yanggok 2-ro 80beon-gil,
Gimpo-si, Gyeonggi-do, Republic of Korea