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When our package is shipped, all responsibility, duty and right about the package are handled to EMS and Carrier Company.
We can't receive detailed shipping information more than customers receive. However, we still have duty to help customers as much as we can until the package is delivered to customers and we will do our best to fulfill it.

Expected Delivery Time

After your payment terms have been confirmed, the items you ordered are processed and reserved for your order. Orders generally take 1-2 business days to process depending on the styles being ordered.
When all the items on your order are processed, your order will be filled and shipped. Delivery will normally take 3 - 7 business days after we send out your package.  For most orders, delivery will be made to the actual address given. Please note that if you do not provide complete and accurate billing information, your order will be delayed until our shipping department receives the required information.

Product Availability

Items LUTS provide have each different shipping date, so please check the period on each explanation page.
If we foresee a delay in shipping, we will contact you by e-mail to make you aware of any delays on your order. LUTS will do everything it can to make your shopping experience a pleasurable one.

 
Shipping

LUTS use EMS service under the contract to ship your products. In your country, EMS service can be changed local carrier service. On some heavy items LUTS will contact you by e-mail with detailed shipping quote to your area. We offer our shipping service all over the world.

  + EMS
      JAPAN / HONG KONG & SINGAPORE / CHINA / AUSTRALIA / USA / UNITED KINGDOM, FRANCE & SPAIN
  Zone1(Asia)   CAMBODIA, LAOS, MACAO, MALAYSIA, MONGOLIA, MYANMAR, PHILIPPINES, SINGAPORE, TAIWAN, THAILAND, VIET NAM
  Zone2(Asia)   BANGLADESH, BHUTAN, BRUNEI DARUSSALAM, INDIA, INDONESIA, MALDIVES, NEPAL, SRI LANKA
  Zone3(Europe & East Asia)   ALBANIA, ARMENIA, AUSTRIA, AZERBAIJAN, BAHRAIN, BELARUS, BELGIUM, Bosnia and Herzegovina, BULGARIA, CANADA, CROATIA, CYPRUS, CZECH REP, DENMARK, ESTONIA, FINLAND, GERMANY, GREECE, HUNGARY, ICELAND, IRAN(ISLAMIC REP), IRELAND, ISRAEL, JORDAN, KAZAKHSTAN, LATVIA, LUXEMBURG, MACEDONIA, NETHERLANDS, NEW ZEALAND, NORWAY, OMAN, PAKISTAN, POLAND, PORTUGAL, QATAR, ROMANIA, RUSSIAN FEDERATION, SAUDI ARABIA, SLOVAKIA, SLOVENIA, SWEDEN, SWITZERLAND, SYRIAN ARAB REP, TURKEY, UKRAINE, UNITED ARAB EMIRATES, UZBEKISTAN, YEMEN
  Zone4(Africa & South America)   ALGERIA, ANTILLES(NETHERLANDS), ARGENTINA, BOTSWANA, BRAZIL, CAPE VERDE, CHILE, COSTA RICA, CUBA, DJIBOUTI, DOMINICAN REPUBLIC, ECUADOR, EGYPT, ERITREA, ETHIOPIA, FIJI ISLAND, KENYA, LESOTHO, MAURITIUS, MEXICO, MOROCCO, MOZAMBIQUE, NIGERIA, PANAMA, PERU, RWANDA, TANZANIA(UNITED REP), TUNISIA, ZAMBIA

  + EMS PREMIUM
  Zone3   ITALY, MONTENEGRO, SERBIA
  Zone4  

BAHAMAS, CHAD, COTED'IVOIRE, EL SALVADOR, GUATEMALA, GUYANA, HAITI, KUWAIT, LIBERIA, MALI, NICARAGUA, NIGER, PARAGUAY, TOGO

  Zone5  

ANDORRA, ANGUILLA, ANTIGUA and BARBUDA, ARUBA ISLAND, BELIZE, BURUNDI, CANARY ISLANDS, CENTRAL AFRICAN REP., COMOROS, COOK ISLAND, DOMINICA, EAST TIMOR, EQUATORIAL GUINEA, FAROE ISLANDS, FRENCH GUIANA, FRENCH POLYNESIA/ TAHITI, GABON, GAMBIA, GHANA, GIBRALTAR, GREENLAND, GRENADA, GUADELOUPE ISLAND, GUAM, GUINEA, KIRIBATI, KYRGYZSTAN, LEBANON, LIBYA, LIECHTENSTEIN, LITHUANIA, MADAGASCAR, MALAWI, MARSHALL ISLANDS, MARTINIQUE, MAURITANIA, MAYOTTE, MICRONESIA, MONACO, MONSERRAT, NAMIBIA, NAURU, NEW CALEBONIA, NORFOLK ISLANDS, PALAU, PUERTO RICO, REUNION ISLAND, SAIPAN/MARIANA ISLAND, SAMOA(AMERICAN), SAN MARINO, SAO TOME & PRINCIPE, SEYCHELLES, SOLOMON ISLANDS, SOUTH AFRICA, ST.KITTS & NEVIS, ST.LUCIA, ST.VINCENT, SUDAN, SURINAM, SWAZILAND, TAJIKISTAN, TONGA, TRINIDAD AND TOBAGO, TURKMENISTAN, TURKS & CAICOS ISLAND, TUVALU, URUGUAY, VANUATU, VENEZUELA, VIRGIN ISLAND(UK), VIRGIN ISLAND(US), WESTERN SAMOA

Customs duty on International Orders

We are not responsible for duty on international orders. Items must be declared and insured for the full purchase price. If an item is not insured or declared for the full purchase price, buyer is responsible for any loss or damage during transit.

 
 
 

Merchandise Damaged In Delivery

If you receive damaged doll while delivery, please contact us through Q&A board immediately.
Sometimes message through 'email' or 'Customer inquiry' is not delivered to us stably, please use our Q&A board.
You MUST contact us WITHIN 3 DAYS since you received the damaged item. (Based on EMS Tracking arrival date)

We need following photos to confirm claim. The files should be submitted within 3 days since asked.
  + order number
  + picture of EMS invoice
  + picture of damaged part

As soon as we get the photos, we will estimate the damage.

When you send the damaged parts, please separate the damaged parts from doll and send it using EMS service. After that, please leave us tracking number. We will refund shipping cost for this problem, so please let us know the way we can refund the shipping cost.

 

Defective/ mistakenly delivered Merchandise

If there is defective or wrong item in your package, please contact us through Q&A board immediately.
Sometimes message through 'email' or 'Customer inquiry' is not delivered to us stably, please use our Q&A board.
You MUST contact us WITHIN 3 DAYS since you receive defective / wrong item. (Based on EMS Tracking arrival date)
If color, item number, size of item is wrong, NEVER OPEN THE PACKAGE.
We DO NOT REFUND for opened item when size/color/merchandise name is written on the package.

We need following photos to confirm claim. The files should be submitted within 3 days since asked.
  + order number
  + picture of EMS invoice
  + picture of defective point or item

Please contact us immediately using Q&A board. We will estimate the photos and respond your inquiry.

 

Missing item In Delivery

If you receive your package with missing item, please contact us through Q&A board immediately.
Sometimes message through 'email' or 'Customer inquiry' is not delivered to us stably, please use our Q&A board.
You MUST contact us WITHIN 3 DAYS since you received the order. (Based on EMS Tracking arrival date)

We need following photos to confirm claim. The files should be submitted within 3 days since asked.
  + order number
  + picture of EMS invoice
  + picture of all items you received & hardboard package (with luts logo)

As soon as we get the photos, we will check our shipped items list in our warehouse shipping system.
Shipped items are automatically recorded on our system.

After we compare our order records and shipped items records and find the error, we will give customer the next instruction case by case.

 

Return of defected / wrong item

  + Defective merchandise has to be returned within a week since the claim is accepted. If a week is passed by, we do not offer free replacement or free A/S. Please keep the due date.

  + When shipping cost or other charge should be refunded, we need receipt of the shipping cost or shipping cost should be marked on the returned package.

  + We do not refund sub material cost from the shipping -such as tape, box or bubble cap cost.

  + The item should be returned to us under the condition that item arrived to customer. When doll is modified (put makeup/ put eyes / modify seam line) or item is used, we do not offer free replacement or free A/S.

  + When the case of damaged doll part is happened in USA, Canada, Europe, Australia and South America region, we could ask you destroy the damaged parts completely instead of shipping the parts to us. The request could be asked after we estimate all circumstance.

 

In case of item amount is $10.00 or under, we offer only refund for the damaged item.

We accept claim only from delivery damage, damaged / wrong item and missed item.