Returns Policy

This website is an international e-commerce platform featuring products and artworks from the creative brand “Lu Shanghai.”

Lu Shanghai is based in Shanghai, China, where it produces illustrations, printed works, and paintings, as well as manages their exhibition and sales.

For e-commerce operations, the business operates under the name “Lu Commerce,” based in Japan. It is responsible for the design and management of this website, as well as payment processing and order management.

Both entities are managed by the same creative and operational team. By clearly dividing their roles, they ensure stable operations and consistent service delivery.

For details regarding our business operations, please refer to the “Legal Notice” page on this website. For inquiries, please contact us via the “Contact” page.

To provide a stable and accessible e-commerce environment for international customers, payment processing and online operations are conducted in Japan.

As internet infrastructure, payment systems, and regulations vary by country and region, this structure allows us to offer a more reliable service worldwide.

Product creation, quality control, and inventory management are primarily conducted at our studio in Shanghai.

Finished products are shipped directly from the production or inventory location.

Shipping origin, shipping costs, and delivery times vary depending on the product and destination country or region.

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

Order changes requested after an order has been completed are generally not accepted.

If the product has not yet been shipped, cancellation may be possible within a reasonable scope.

Once shipment has been completed, cancellations are generally not accepted.

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

If a product arrives damaged or defective, we will review the situation and provide a refund or other appropriate solution.

Please contact us promptly after receiving the product.

Customs duties, import taxes, or clearance fees may be charged upon delivery depending on local regulations.

These charges are the responsibility of the recipient.

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

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

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

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

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

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

Unauthorized commercial use or resale of products is not permitted.

Please refer to the Terms of Service for further details.

Customer inquiries are primarily handled in English, with limited support available in Chinese depending on the content.

Personal information is managed appropriately in accordance with applicable laws and internal policies.

For details, please refer to our Privacy Policy .

Gift wrapping services are not currently available.

In the event that a product is lost during shipping, we will confirm the shipping status, conduct an investigation, and take appropriate action based on the results.