Help center

Frequently asked questions

Here are some answers to popular questions about our brand and products. Looking to get in touch or have other questions not listed? Contact us here

Shipping & Delivery

    • Orders are processed within3-7 business days.
    • Orders are not shipped or delivered on weekends or holidays.
    • If we are experiencing a high volume of orders, shipments may be delayed by a few days.

  • USA/Canada/Germany/Italy/UAE

    • Orders $80 and above: Free Ground Shipping (after discounts, before tax).
    • Orders under $80: $15 flat rate shipping.

    Saudi Arabia

    • Orders $100 and above: Free Ground Shipping (after discounts, before tax).
    • Orders under $100 : $15 flat rate shipping.

    Delivery Time
    • USA 6-12days
    • Canada 8-14days
    • Germany/Italy 8-12days
    • Saudi Arabia/UAE 7-12days
    Non-delivery areas
    • Outside the U.S., Puerto Rico, U.S. Virgin Islands, Armed Forces Americas, and Yukon territory in Canada.
    • Ajman, Fujairah, Ras Al Khaimah, Umm Al Quwain emirates
    • Delivery times may vary due to external factors (weather, service disruptions, etc.).

    • A Shipment Confirmation email with your tracking number(s) will be sent once your order ships.
    • Tracking numbers become active within 1-2day.
    • If tracking has not updated for an extended period, please email cs@lador.co.kr
    • If your package is marked "Delivered" but not received, please wait 3-5 business days before contacting us.
    • Check with neighbors or family members in case they accepted the package on your behalf.
    • Customers should monitor calls/emails from the delivery service to avoid missed delivery attempts.
    • If a package is undelivered due to a missed delivery notification, we cannot issue a refund or reship the order.

    • Shipping carriers may experience delays that are beyond our control.
    • Lost Packages
      Once a package is marked as "Delivered", LADOR is not responsible for any loss.
      If the loss occurs due to the carrier’s mistake, please contact the shipping carrier directly to file a claim.

    • Damaged Items
      If your item arrives damaged, please contact LADOR's customer service team (cs@lador.co.kr) first for review and further assistance.
      Keep all packaging and take clear photos of the damaged product and packaging.
      Depending on the situation, we may provide a resolution or guide you on submitting a claim with the shipping carrier.
    • Orders are processed immediately and cannot be modified or canceled after confirmation.
      Once tracking is updated, we cannot adjust products, shipping addresses, or cancel orders.
    • Ensure your shipping address is correct (including apartment number, building, entrance code, etc.).
    • If an incorrect address is provided, we cannot reship or refund the order.
    • Estimated Delivery Time : USA 6-12 days / Canada 8-14 days.
    • Delays may occur due to:
      -Weather conditions
      -High order volume
      -Service disruptions
      -Customs clearance (if applicable)
    • During peak seasons (holidays, promotions, Black Friday), shipping delays may be longer than usual.

Returns & Refunds

    • We gladly accept returns within 30 days of delivery. To be eligible, items must be unused, unopened, and in their original packaging.
    • Email cs@lador.co.kr before returning with photos of:

    - The product
    - The expiration date and LOT code (found on the bottom)
    - The packaging and shipping label with the tracking number

    • Non-returnable items:
      - Final sale items
      (i.e. items explicitly marked as “Final Sale” on the product page, such as clearance or discontinued products)

    - Gift cards
    - Opened skincare or beauty products
    - Orders placed outside our official website
    - Purchases made from third-party retailers

    • Return Shipping Fees
      Customers are responsible for return shipping costs. If you receive a damaged or defective product, please reach out to us with proof, and we’ll be happy to assist you.

  • Email cs@lador.co.kr to request a return.
    If approved, you’ll receive a return shipping label and instructions.

    • A brief reason for your return (e.g., defective product, incorrect item, product concerns).
      If necessary, we may ask for product condition photos.
    • Once your request is approved, you can choose one of the following options:
      - Full refund to the original payment method
      - Store credit in the form of a Gift Card

    • Important Notes:
      Refunds are processed within 7 business days after approval.
      Original shipping fees are non-refundable.

      For purchases made from Amazon and other third-party retailers, please follow their return policy directly.
    • We carefully review refund requests and may request additional details to confirm eligibility.

    • Refund Processing Time
      Approved refunds will be processed within 7 business days.
      Refunds will be issued to the original payment method or as store credit in the form of a Gift Card.

    • Refund Eligibility
      Only purchases made directly on our official website are eligible for a refund.
      Original shipping fees are non-refundable.
    • Important:
      Orders cannot be canceled or refunded once they have been processed or shipped.
      If your purchase was made through third-party retailer, please contact them directly for assistance.

  • When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.

  • When an order includes free shipping, only the cost of the return shipping is handled by the customer.