FAQs

1. What regions do you ship to?

We currently provide worldwide shipping services, including Europe and other worldwide regions where carrier delivery is available. Delivery availability may depend on the destination address, carrier coverage, customs conditions, and checkout confirmation.

2. How long does order processing take?

Most orders are processed within 1–4 business days after payment is successfully received and order information is confirmed. Business days do not include weekends or public holidays.

3. How long does delivery usually take?

Orders delivered to Europe usually arrive within 7–15 business days after shipment. Orders delivered to other worldwide regions usually arrive within 10–20 business days after shipment. Delivery time is estimated and may vary due to carrier handling, customs inspection, holidays, remote areas, or local delivery conditions.

4. How much is shipping?

For orders shipped to Europe, the standard shipping fee is €7.99 EUR. For orders shipped to other worldwide regions, the standard shipping fee is €11.99 EUR. Shipping fees will also be shown at checkout before payment is completed.

5. Do you offer free shipping?

Yes. Orders shipped to Europe qualify for free shipping when the order amount reaches €100.00 EUR or more. Other worldwide regions currently do not have a free shipping activity.

6. What should I do if I live in a remote area?

If your address is in a remote area, island, military location, or hard-to-deliver region, please contact us at support@jorelin.com before placing your order. Some remote addresses may require additional confirmation, longer handling time, or alternative delivery arrangements.

7. How can I track my order?

After your order has shipped, tracking information may be sent to the email address provided at checkout. You can also check your shipment status through our Order Tracking page. Tracking updates may take time to appear after the carrier receives the package.

8. Which logistics carriers do you use?

We work with reliable logistics carriers and shipping partners based on the destination region, package size, product type, and available carrier service. The final carrier may vary depending on the shipping address and shipping arrangement.

9. Will I need to pay customs duties or import taxes?

International orders may be subject to customs duties, VAT, import taxes, brokerage fees, or other local charges required by the destination country or region. These charges are generally the responsibility of the recipient unless clearly stated otherwise at checkout or required by applicable law.

10. What should I do if my package arrives damaged?

If your package arrives damaged, incomplete, or with visible delivery issues, please contact us within 48 hours of delivery. Please include your order number, photos of the package, photos of the item, and a brief description of the problem so we can review the issue properly.

11. Can I return my order?

You may request a return within 30 days of receiving your order. Return requests submitted after 30 days will not be accepted, unless otherwise required by applicable law. Full return rules are available in our Return & Refund Policy.

12. What condition must returned items be in?

Returned items should be in their original or reasonable received condition, without misuse, intentional damage, unauthorized repair, heavy wear, washing, alteration, or missing main parts. Original packaging, accessories, manuals, labels, tags, gifts, or included materials should be returned where applicable.

13. Who pays for return shipping?

If the return is caused by our confirmed error, such as the wrong item, a clearly defective item, or an item damaged before delivery, we may cover the approved return shipping cost. If the return is for personal reasons, such as change of mind, wrong size chosen, preference, or no longer needing the item, the customer is generally responsible for return shipping costs.

14. How long does a refund take?

Approved refunds will be issued to the original payment method used at checkout. After the refund is approved and processed, the funds will normally appear in your original payment account within 7 business days. Actual posting time may vary depending on your bank, card issuer, Stripe, PayPal, or payment provider.

15. What payment methods do you accept?

We currently accept Visa, Mastercard, American Express, PayPal, Apple Pay, Discover, and Google Pay. Some payment methods may be processed through Stripe or PayPal depending on the option selected during checkout.

16. What currency do you use?

All product prices, shipping fees, order totals, and refunds are processed in Euro (EUR / €), unless clearly stated otherwise at checkout. If your bank or payment provider uses another currency, exchange rates or conversion fees may apply.

17. Is my payment information secure?

Yes. Our website uses HTTPS with SSL/TLS encryption to help protect data transmitted between your browser and our website. Payments are processed through trusted third-party providers such as Stripe and PayPal. We do not store your full card number, CVV, PayPal password, Apple Pay credentials, Google Pay credentials, or complete payment account login information on our website server.

18. How do I contact customer support?

For shipping, payment, return, refund, damaged package, privacy, or order-related questions, please contact us at support@jorelin.com. Our business hours are Monday–Friday, 9:00 AM–5:00 PM (UTC-2). We usually reply within 24 hours during business days, excluding weekends and public holidays.