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FAQ

FAQ
Frequently Asked Questions

ORDER ISSUES

Generally, you can check your order status via “My orders“.

Generally, unpaid or unshipped orders can be cancelled via “My orders“.

But please note that once the order has been shipped out, it can’t be canceled anymore. Hope you can understand it.

Well, Under some common circumstance, you will receive the confirmation email within 24 hours after payment complete. Sometimes, the confirm email may be divided into your spam.

If you cannot find it in your email account, please directly log into your LUKP account and click on “My orders” to directly track your parcel shipping status.

Or you can contact us for help, then we will offer the details of your order shipment to you immediately.

Hi, thanks for your supporting!

Please refer to these steps to place order :

Step 1: Add some item(s) into your Shopping Bag
Step 2: Check out when item selection is completed.
Step 3: Log in your LUKP account.
Step 4: Complete shipping and billing information.
Step 5: Fill in payment information and then click the CONTINUE button to complete the purchase.

We recommend you can check whether your login account is correct, maybe you have several accounts registered by email. Also you can contact us for more help.

Hi, we can help you modify your order before shipment, for example, doing cancellation, exchanging items or shipping address and refunding, but excluding adding items. You can contact us for more help.

In our system, the billing address will be automatically generated to the same as shipping address, if you want to change it , you can click on “edit” at the checking out page ( this will only work at the first time checkout ).

If you paid already, then no need to change the billing address, as we’ll just ship the order to the shipping address that you left on our site.

Therefore, it does not matter that if the billing address is different from the shipping address.

Delivery

If there has no updates on page tracking after your order is shipped out. The reason is due to your order was sent from our overseas warehouses.

Then local shipping company will pick up parcels from the port in working days. Once the local carrier scans those parcels, the website will update the tracking number.

Please give some time for the courier to update the latest tracking info after reaching next station, hope you will receive your package soon and love the wonderful item.

Normally, you will receive the shipping inform email after order is shipped.

If you did not get, it might be of the below reasons:

1. Please check “My orders” to see the status first, maybe your order is still in processing.

2. Your email security system blocked the email as ads, then you can find the email on your junk email box, or check shipping info directly in “My orders“.

More details, you could contact us for help.

Please note that we must process your orders before they are shipped. This may take between 1-3 business days. After your items are processed, they will take another day to be delivered. Although we strive to provide the quickest delivery, we can not guarantee an exact date of delivery, only an approximation. Thank you for your patience. More info, please check: Shipping info

Hello, we do apologize for the delay.

Usually it takes 1-3 working days to prepare your items first. And since we shipped overseas, it will take some days to pass the customs check. During this period, it may have no updating for shipping.

Due to the influence of COVID-19 epidemic, there is a shortage of global transport resource which may delay your order for several days.

Would you please keep waiting for some days more?

You can also contact us for more tracking information if needed. Thanks for your understanding and cooperation.

Hello. We are sorry to hear that. What are the details they have provided thus far? Would you please provide those info and get in touch with us ? So that our agent can help you better.

Packages might be delivered to your mailbox or signed by your family or neighbors. We suggest you check your mailbox and with your neighbors first.

If you cannot find it, kindly contact shipping courier with your tracking number for checking then.

If you still cannot find it, please do not hesitate to contact us for help. We will help you check it.

Please contact your local post office or the shipping courier directly asap with your tracking number for checking.

If you still cannot find your package, please do not hesitate to contact us.

It won’t affect the shipping even you click “confirm delivery” button before delivered.

You can find tracking number and tracking link in the shipping confirmation email to track your order, or you could contact us for more help.

Hi, if you were not home when shipping company tries to deliver package to you, you can kindly ask your friends or family members to help you pick up the package.

Or you can contact your local shipping company to arrange the redeliver when you are home.

Normally, the shipping company will deliver the package to the address you asked. If you are not available to sign or receive the package, you may need to contact the shipping company to arrange the delivery again or pick it up from their station.

Normally, it will take 1-3 working days to prepare the items.

(Sometimes it will be delayed due to the stock issue)

Due to the influence of COVID-19 epidemic now, there is a shortage of global transport resource which may delay your order. Your order may be delayed 4-6 days in processing and several days in transport based on the shipping company, please wait in patience.

After preparing, we will ship out your order. We will email you about tracking number and tracking link when it was shipped out.

You can also track your order as below.

Payment & Promo

Sorry, we don’t accept Visa gift card, as well as Master gift card, or any other gift card.

Hi there, please make sure to check that you have not applied your coupon to a previously unpaid order. If this is the case, please make sure to cancel the unpaid order so that your coupon may be useable again.

Hi, sorry for the inconvenience. LUKP accepts Visa, MasterCard, American Express, Diners Club, and Maestro.

If you have trouble paying via credit card:

1. Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address.

2. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank.

3. In the case that your payment is still refused, we suggest trying a different card or payment method such as PayPal.

If the above instructions fail, please contact your bank or contact us with as much detail along with the error messages. so that we may assist you.

Currently we not offer “Cash on Delivery” but we will update our customer via email or phone once we start cash on delivery.

Hi , our prices do not include taxes or duties.

We can not sure whether you will be charged by the customs for taxes or duties or not.

1. If you are charged and you want the parcel, we suggest you to pay first, then send us the receipt, we can refund you part of it as compensation.

2. If you don’t want this package, you can contact us for more help.

Hi, according to our policy, one order can only use one coupon code. If you have many coupon codes, you can use them in your future orders one by one.

Sorry for the inconvenience. Once an order has been placed, we can not apply the coupon code. If this order has not been shipped, we can help you to cancel the order and then you place a new order with the coupon code. If you would not like to do that then you can keep the coupon code for your next purchase.

Of course, Whatever the order you place on LUKP its come with invoice.

Return & Refund

We can accept return within 30 days of receipt for most items in new condition. More info, please check Return policy.

Returns/Exchange are processed within 5 business days after we receive your package. It’s an estimated time frame to accommodate current situation, will be processed faster in most cases.

For refund, it will reflect your account depending on the refund method you selected.

We will offer a full refund on all items you returned, exclude return shipping fee and unreturnable items.

Hi, refunds will be initiated for items only, other fees like shipping guarantee and shipping fee are non refundable.

After checking these, If the refund of items are still incorrect, please contact our customer service for checking.

Sorry that our products did not meet your expectation. You can smiley place return request via contact us page.

Hi. We do apologize if you received wrong item. But please don’t worry. We will provide proper solution for sure. Please feel free to contact us for help.

Hi, sorry about the inconvenience, please contact us for this issue.

Please provide us with a picture of the whole outer package including two shipping labels, as well as which item is missing, so that our agent can help you better.

Yes, partial return of your order is acceptable. We can accept return within 30 days of receipt for most items in new condition.

We can accept exchange within 30 days of receipt for most items in new condition.

Hi. We do apologize if you received defective item. But please don’t worry. We will provide proper solution for sure. Please feel free to contact us for help.

Still have a question?
Please contact us for more information.