Frequently Asked Questions
Have a question? We've got you covered. If you can't find what you're looking for, please contact us.
Orders & Payments
What payment methods do you accept?
We accept the payment methods available through Shopify's secure checkout, including major credit cards and other supported methods.
Can I change or cancel my order after placing it?
We process orders quickly. If you need to request a change or cancellation, contact us at kculture@ai-onlabs.com as soon as possible. We cannot guarantee changes once an order has been processed.
Shipping
How long does shipping take?
Orders are processed within 1–5 business days. Estimated delivery is 14–25 business days after dispatch, depending on destination, customs clearance, and carrier conditions.
Do you ship internationally?
Yes. We ship to Japan, the United States, South Korea, and selected international destinations. Shipping fees are calculated at checkout where applicable.
Will I receive a tracking number?
Yes. Once your order has been dispatched, tracking information is sent by email. Tracking updates may take several days to appear.
Who fulfills my order?
Some products may be fulfilled and shipped by trusted international fulfillment partners.
Are customs duties and taxes included?
Customs duties, import taxes, customs processing charges, or other destination-country fees may apply depending on your location. Unless expressly stated otherwise, these charges are the customer's responsibility.
Returns & Refunds
What is your return policy?
Returns are accepted within 30 days of delivery, subject to the conditions in our Return & Refund Policy.
Is there a special rule for EU orders?
Where applicable, EU customers may have a separate statutory 14-day cancellation or withdrawal right. This is separate from our standard 30-day return policy.
Who pays for return shipping?
Return shipping costs for customer-initiated returns are the customer's responsibility. Original shipping fees are non-refundable.
What if my item arrives damaged or incorrect?
Please contact us within 48 hours of delivery with photos of the issue. We will review the issue and arrange an appropriate replacement, refund, or store credit where applicable.
Which items cannot be returned?
Personal care items, customized products, perishable goods, gift cards, and sale items are non-returnable, subject to applicable law.
How long does a refund take?
Once an approved return is received and inspected, refunds are generally processed within 5–10 business days to the original payment method. Bank processing times may vary.
Products
What categories do you carry?
We currently focus on hair accessories, bags, hats and caps, fashion accessories, and selected tops and clothing.
How do you select your products?
Every product is selected from global partners based on style, everyday usability, and alignment with modern Korean-inspired fashion.
Contact
How can I reach you?
You can contact us at kculture@ai-onlabs.com or by phone at 070-2681-3370. We aim to respond within 1–2 business days.