Frequently Asked Questions

LU Shanghai is a brand based in Shanghai, China, focusing on illustration, print works, and paintings, as well as studio-based exhibitions and sales.

Lu Commerce, on the other hand, is based in Japan and is responsible for operating the international e-commerce website and handling payment processing.

Both entities are operated by the same creative and management team, with clearly defined roles to support the overall brand operation.

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To provide a stable e-commerce platform and payment environment for international customers, we have adopted an operational structure based in Japan.

As internet environments and e-commerce systems vary by country and region, this approach allows us to offer a more reliable and accessible service to a wider audience.

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Payment processing is managed in Japan to ensure compatibility with internationally issued credit cards and global payment methods.

Meanwhile, product creation, quality control, and inventory management are handled at our studio in Shanghai, from which finished products are shipped directly.

By assigning each function to the most suitable location, we aim to balance product quality with customer convenience.

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At our studio in Shanghai, selected works and products may be viewed in person.

Details such as the studio address and contact information (email and phone) are provided on the Access page.

Email inquiries are available in English and Chinese, while phone support is available in Chinese.

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Customer inquiries are handled in English via email or the contact form.

Support in Chinese is also available.

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All payments on this website are processed in U.S. dollars (USD).

This allows customers from different countries and regions to use a common and easily understandable currency.

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Major credit cards such as Visa, MasterCard, JCB, and American Express are accepted.

Available payment methods may change without prior notice.

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Shipping costs vary depending on the destination country or region and the contents of the order.

For details, please contact us via the contact form before placing your order.

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Products are shipped from the location where production and inventory management are conducted.

The shipping origin may vary depending on the product and the destination country or region.

For further details, please contact us via the contact form in advance.

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Delivery times vary depending on the destination country or region and shipping conditions.

For estimated delivery timeframes, please contact us via the contact form before placing your order.

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Changes requested by the customer after an order has been completed are generally not accepted.

Please review your order details carefully before completing your purchase.

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If the product has not yet been shipped, we may be able to accommodate cancellation requests within a reasonable scope.

Please contact us via the contact form as soon as possible.

Cancellations after shipment has been completed are generally not accepted.

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Returns or exchanges due to customer preference are generally not accepted.

If a product is damaged or defective, we will review the situation and provide a refund or an alternative solution as appropriate.

Please contact us promptly after receiving the product.

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Customs duties, import taxes, or clearance fees may be charged upon delivery, depending on the destination country or region.

Such charges are the responsibility of the recipient, in accordance with local regulations.

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Shipping may not be available to certain countries or regions due to import restrictions or logistical conditions.

Please contact us before placing your order to confirm availability.

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Delivery may be delayed due to weather conditions, customs procedures, or logistical circumstances.

We appreciate your understanding.

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If a product is returned due to an incorrect address or extended absence, reshipment or refunds may not be possible.

Please ensure that your shipping information is accurate when placing your order.

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Product colors and textures may vary slightly from the images shown due to display settings and production processes.

Please note this before purchasing.

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Made-to-order and limited-edition items are generally not eligible for returns or exchanges.

Please refer to the individual product pages for details.

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Commercial use or unauthorized resale of products is not permitted.

Please refer to the Terms of Service for further details.

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We manage personal information appropriately in accordance with applicable laws and internal policies.

For details regarding the handling of personal information, please refer to our Privacy Policy.

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At this time, gift wrapping services are not available.

Thank you for your understanding.

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In the event that a product is lost during shipping, we will confirm the shipping status and conduct an investigation.

Based on the results of the investigation, we will take appropriate action.

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In principle, the copyright of the designs and related works belongs to the creator who produced the work.

Works under the LU brand are created by designers affiliated with our production base in Shanghai, China.

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