Revised: 26 September 2026
Application: new orders after this version is published and presented to the customer. Existing orders retain the conditions accepted when ordered.
Operator: BRIGHTON AI HOLDINGS PTY LTD
ABN: 67 692 023 135 / ACN: 692 023 135
Address: Level 19, 144 Edward St, Brisbane City QLD 4000, Australia
Contact: FROMKO in-app customer support or info@brightongroup.ai
1. Destinations and process
Delivery is available only for products and destinations shown as eligible during ordering. Delivery of every product to every country is not guaranteed. Destination import, safety, quarantine and carrier restrictions are checked. If purchase or delivery is not possible, the reason and cancellation and refund options are explained.
The process is order and first payment → Korean retailer order → warehouse receipt and basic checking → packing and confirmed international delivery charge → delivery payment or confirmation of free delivery → international dispatch → customs and local delivery. Products in one order may be consolidated after arrival. Extended delays or split shipments require advance information about timing and any extra charges.
2. Timing and tracking
The usual estimate is about 7–21 business days after order acceptance, but pre-orders, procurement, payment waiting time, peak periods, flights and customs may affect this. A different product-specific estimate is disclosed in advance. Significant delays are explained with a revised estimate and available cancellation, refund or other solutions. An estimate does not remove mandatory delivery or refund obligations.
App order status is not the same as live carrier location data. Where live tracking is unavailable, customers may request available tracking numbers or shipment information through support or email.
3. Delivery charges and payment
The standard payment process has two stages. The first payment covers products, the agency fee disclosed and approved in advance, Korean domestic delivery and other costs ascertainable at that stage. International delivery is separately confirmed and paid; this and any available estimate or calculation method are disclosed before the initial order. The second payment covers confirmed international delivery after warehouse receipt, inspection and packing, together with any customer-selected additional services. Costs already paid are not charged twice.
The initial deadline for paying international delivery is five days after the payment request and is shown in the order detail. If it remains unpaid, international dispatch is put on hold and the outstanding amount, payment method and support contact are provided again. The order is not automatically cancelled, and the first payment is not automatically refunded in full, solely because five days have passed. A customer needing more time may contact support; the Company explains available options after checking the goods and transport and storage circumstances.
If the customer requests cancellation, the Company checks whether the Korean retailer order has actually been placed, whether a return is possible and which services have been provided, and applies the Cancellation and Refund Policy. Cancellation before retailer ordering receives a full refund. After ordering, only lawful, reasonable costs disclosed before the order, actually incurred and not recoverable may be settled. Reasons and amounts are explained before cancellation is finalised, and unprovided service charges are refunded. Non-payment of delivery does not automatically forfeit the product payment or agency fee.
If the customer still does not respond, the Company gives a final notice explaining the dispatch hold, available options such as payment and resuming delivery or reviewing a return, and a reasonable response deadline. Any storage fee requires advance information and agreement about its start date, rate and conditions; arbitrary retrospective charges are not imposed. Goods are not disposed of or treated as abandoned without the required notices and lawful procedure.
When the disclosed delivery charge is paid, the Company checks current dispatch availability and resumes shipping. If transport conditions or the confirmed delivery charge need to change during the hold, the reason and revised amount require prior information and approval. A zero delivery charge under free delivery is not treated as unpaid delivery. This rule does not restrict cancellation or refund rights for the Company's inability to purchase or supply, Company fault or mandatory consumer rights.
This condition applies only to new orders where the revision is disclosed before ordering and accepted by the customer. Previously promised cancellation and refund conditions for existing orders are not retrospectively changed to the customer's disadvantage.
Product payments, agency fees and delivery charges are separate. Korean domestic delivery depends on the retailer and order. International delivery depends on destination, service, packed weight and dimensions and surcharges. A pre-arrival category- or quantity-based estimate may differ from the measured final charge. The final amount and reason are presented for approval before payment.
Chargeable weight follows the carrier service's higher-of-actual-or-volumetric rule and rounding increment. For OneStop services using a divisor of 6,000, volumetric kilograms equal length(cm) × width(cm) × height(cm) ÷ 6,000. A different service's rule is stated in its quote. Product weight alone does not replace packed dimensions or the actual carrier rules.
Possible remote-area, oversize, dangerous-goods or special-packing charges and their calculation are disclosed before ordering, and confirmed charges require approval. Costs caused by the Company's omissions or errors are not categorically passed to customers.
4. Free delivery and discounts
Only one coupon may be applied per order; coupons cannot be combined. Each coupon states its eligible charges, discount rate or amount, cap, minimum purchase amount in USD, eligible countries and products, expiry and usage limits. A delivery discount code reduces delivery charges only, not product prices or the agency fee.
Where product coupons are offered, they apply to the product charges stated on the coupon. Any discount on the agency fee is separately stated; otherwise the fee is excluded.
Free delivery applies only within the event's stated countries, products, USD threshold, packed chargeable-weight limit, dimensions, delivery method and subsidy cap. A free-delivery coupon cannot be combined with another coupon. Whether an automatic free-delivery event can be combined with a coupon is stated in advance in the event conditions. Free delivery does not mean that products, agency fees, duties, import taxes or clearance fees are free.
Exclusions and excess-charge calculations are disclosed before ordering. If measurements show that a parcel exceeds the offer, the reason and extra charge are presented for approval before proceeding. Issued or used coupons and agreed order benefits are not retrospectively changed to the customer's disadvantage. Allocation of discounts and delivery benefits on refund is governed by the Cancellation and Refund Policy.
Meeting a spending threshold alone does not override chargeable-weight, dimension or product exclusions. An oversized or heavy parcel may require the previously disclosed excess charge even for a high-value order. Country-specific thresholds are stated in USD. Ordinary agency and separate brand-event conditions are not interchangeable.
5. Checking, packing and storage
Basic checking covers product name, options, quantity and visible packaging. Unless separately agreed, it does not include sealed contents, functional or ingredient testing, authentication or minute defects. Paid additional checking, photos, repacking or box removal require prior information about cost and effects and the customer's request.
Long-term forwarding storage is not a standard service. Reasonable waiting for other products in the same order is provided without a separate storage fee. If a paid storage service is offered afterward, its start date, free period, rates and final handling conditions require advance information and agreement. Storage fees, abandonment of ownership or disposal are not imposed without a lawful basis and the required process.
6. Customs and taxes
Unless an inclusive arrangement such as DDP is stated, destination duties, import VAT/GST or sales taxes, clearance and advancement fees may be payable by the customer. These differ from the FROMKO agency fee. Collected taxes are itemised to avoid double payment.
Origin, product type, value, quantity and destination law affect the result; duty exemption and successful clearance are not guaranteed. False values, false gift declarations and false origin declarations are neither requested nor processed. Required customs information is requested for the relevant order with a separate notice. If documents or permits require a process the Company cannot provide, available alternatives or cancellation and refund are explained.
7. Misdelivery, loss, damage and returns
Please report non-receipt, damage or incorrect delivery promptly with the order number and available evidence. Lack of photos or video does not automatically remove statutory rights. The Company investigates with the carrier and warehouse and provides remedies under applicable law, without indefinitely making them conditional on the carrier paying compensation.
For customer-caused address errors, unpaid duties or refusal of delivery, cause and prior information are checked before any lawful deduction of disclosed, actual, non-recoverable costs. A free-delivery subsidy is not converted into an arbitrary penalty. Costs caused by Company delivery or customs errors are not passed to the customer. Available deadlines and options are explained when return or disposal becomes likely.
Non-excludable rights and Company obligations under the Australian Consumer Law and mandatory consumer laws applicable to the customer's residence, delivery destination or transaction are preserved. Describing a transaction as purchasing agency, or referring to a retailer's or carrier's terms, does not remove any responsibility the Company actually has as a seller or supplier. Depending on the problem and applicable law, remedies may include repair, replacement, repeat performance, refund or compensation. The Company does not categorically require customers to resolve its responsibilities directly with a retailer or carrier.
