Questions, answered
Can't find what you need? Contact us — a real human on our team in Seoul replies within one business day.
Are your products 100% authentic?+
Yes. We buy directly from brands and licensed distributors in Seoul, and we check every batch ourselves before it is packed. Everything ships sealed in the manufacturer’s original packaging. No gray-market or expired stock, ever.
How fast is shipping?+
We pack and dispatch from Seoul within 1–3 business days, then send your parcel by Korea Post with tracking. After dispatch, typical transit is 3–10 business days within Asia, 7–14 to the US, Canada, Australia and Western Europe, and 10–21 elsewhere. At checkout you choose between Express (EMS, fastest) and Economy (K-Packet, cheaper but slower), and shipping is free once your order passes the threshold shown for your country — from $50.
I’m new to K-beauty. Where do I start?+
Take our 60-second Skin Quiz — it builds a personalized 3-to-5-step routine based on your skin type and concerns. Or start with our best sellers: a gentle cleanser, snail essence and SPF cover most of the magic.
What’s your return policy?+
We accept returns of unopened, unused products within 30 days of delivery. If anything arrives damaged, we replace it free — just email us a photo within 7 days.
Are your products safe during pregnancy?+
Many are, and each product page has a "Pregnancy Safe" indicator. That said, always check with your doctor before starting new skincare while pregnant or nursing.
Do you test on animals?+
Never. Every brand we carry is cruelty-free — it’s a hard requirement for joining our catalog. Vegan products are labeled on each product page.
How do Glow Points work?+
Create a free account and earn 1 point per $1 spent. Every 100 points converts to $5 off a future order. Points appear in your account after your order ships.
Which countries do you ship to?+
We ship worldwide from Seoul — the US, Canada, the UK and Europe, Australia and New Zealand, across Asia, and most other destinations Korea Post serves. Choose your country at checkout to see the exact delivery options and cost. A few destinations are not serviceable or restrict cosmetic imports; if that affects your order we will contact you and refund in full.
Will I have to pay customs duties or import tax?+
Possibly — it depends on your country, and the amount is set by your government, not by us. When the parcel arrives you are the importer, so any customs duties, import taxes, VAT/GST or carrier handling fees are payable by you and are not included in the price you paid us. Rules tightened recently: the US suspended its $800 duty-free allowance in 2025 and the EU ended its €150 exemption in 2026. We declare every parcel honestly at the amount you actually paid, including shipping, and we cannot under-declare or mark an order as a gift.
My tracking hasn’t updated — what should I do?+
International tracking often pauses between countries — it is normal to see no movement for several days while a parcel is in transit or awaiting customs. If tracking has not updated for 14 days, email hello@lumyseoul.com with your order number and we will open an inquiry with Korea Post.
Can I change or cancel my order?+
We pack fast, so email hello@lumyseoul.com within 1 hour of ordering and we’ll do our best. Once shipped, you can use our free 30-day return process instead.