FAQs
1. How can I contact Lit Up 21?
Hit us up via WhatsApp at +60143442338, email at admin@litup21.my, or drop by our store in Johor Bahru. We aim to reply within 24 hours.
2. Do I need an account to place an order?
Nope — you can checkout as a guest. That said, creating an account saves your address, helps track orders, and speeds up your next cop.
3. I have forgotten my password. What now?
Click 'Login', then click 'Forgot your password?'. Enter your email and you'll receive instructions on resetting your password.
4. Are your products authentic?
100% authentic. Every item comes with original packaging and passes our in-house authenticity checks — always.
5. Why do some items differ in price according to size?
Prices move based on demand. Some sizes are rarer in the market, so stock for those might cost a bit more. We always aim to keep pricing fair.
6. Do you ship internationally?
Yes, we do. We ship to over 220 countries using reliable courier services such as Aramex, SF Express, TNT, DHL and FedEx.
7. What do you use to ship locally?
We ship locally via DHL eCommerce, PosLaju or CityLink, depending on your parcel size and weight. If you prefer a specific courier company, do leave us a note at checkout!
8. How long does it take to ship my parcel?
Once the item has been dispatched:
West Malaysia: 2–4 working days via DHL eCommerce, PosLaju, or CityLink
East Malaysia: 3-7 working days via DHL eCommerce, PosLaju, or CityLink
International: 7–14 working days via Aramex, SF Express, FedEx, TNT or DHL Worldwide
9. What payment methods are accepted?
We currently accept credit and debit cards via Stripe and PayPal, along with GrabPay and ShopBack.
For added flexibility, we've partnered with Atome and Grab PayLater to offer a 0% interest, 3-month installment plan—no hidden fees, just easy payments.
10. How do I track my order?
You can track order via shipping confirmation email containing the tracking number and courier details. The status of the shipment could also be checked on the order page.
11. Why has my order not been shipped yet?
This is a very rare scenario that we are late on shipments. However, depending on the peak periods and/or shipping delays it is possible that the processing time of the orders gets delayed.
Please note that we always do our best to ship your order as soon as possible.
If your order is extremely urgent, please contact us before placing your order and we will give you a precise and guaranteed date of shipping and delivery by sending an email to admin@litup21.com.
12. Can I return or exchange items?
We offer exchanges within 3 days of delivery (apparel only), as long as the item is unworn, in new condition, with its original packaging and with its original tags. Shoes and final-sale items are non-returnable — but if there’s a defect or damage issue, reach out and we’ve got you.
13. As an international customer (outside of Malaysia), do I need to pay customs and import taxes?
Lit Up 21 complies with all customs regulations and is legally obligated to declare the full and accurate value of all merchandise in accordance with international shipping laws.
All international orders may be subject to import duties, taxes, and customs clearance fees imposed by the destination country. These charges are not included in the product price or shipping fees and must be paid by the customer upon delivery.
Lit Up 21 is not responsible for any customs-related charges, delays, or actions taken by your country’s customs authorities.
If the recipient refuses to pay the customs duties and taxes, and the parcel is returned or destroyed, any costs incurred (including return shipping fees, customs handling fees, or destruction fees) will be deducted from your refund or billed to you.
In the event the parcel is abandoned or destroyed due to unpaid duties, Lit Up 21 will not be held liable and no refund will be issued.
14. Do you offer shoe care or restoration?
Yes — check out our shoe restoration and cleaning services in-store. From deep cleans to sole swaps, we go lab-quality with your grails.
15. Where is your store and what are your store hours?
Our store is located at 19, 7/2, Persiaran Austin Heights, Taman Mount Austin, 81100 Johor Bahru, Johor, Malaysia. We are open on:
Mon–Thurs: 12 PM–8 PM
Fri–Sun: 1 PM–10 PM