Frequently Asked Questions

Effective Date: November 13, 2026
Last Updated: November 13, 2026

This guide answers common questions in the order customers tend to encounter them: choosing an item, placing the order, receiving a parcel, and resolving a problem afterward.

Before checkout

1. How do I know which version of an item I am ordering?

Read the description and select the available product options shown on the item page. Review the quantity and selected variant in your cart before payment. If anything remains unclear, email service@jirsova.com before ordering.

2. Who sells products on this website?

The contracting seller for purchases through Jirsova is Guangzhou Suqing E-commerce Co., Ltd., USCC 91440118MAK9X8R13R. The company's full business address and contact channels appear below.

3. What is the minimum age for customers?

You must generally be 18 years old or above and legally capable of entering into a purchase transaction. Any higher mandatory age requirement applies.

4. How do I sign in safely?

Use the sign-in option offered by the website. If a password is required, keep it unique and private. Never share a one-time code or password. If you believe someone has accessed your account without permission, contact support promptly.

5. Which payment options are accepted?

Payment methods are the ones displayed for your order at checkout. Available options may differ across regions or payment circumstances. We do not request complete card information by email.

Getting the order to you

6. Can I choose any country for delivery?

No. Shipping is available only when checkout displays an eligible method for your products, destination country or region, and postal code. A country shown in a language or currency selector does not guarantee delivery to every address there. If no method is shown, that address cannot currently be used for online delivery.

7. How is the delivery price set?

The charge shown at checkout is based on the available service and your order and address details. It may vary with parcel size, weight, delivery destination, and product type. The amount can be reviewed before you pay.

8. Is there an order amount that always qualifies for free shipping?

There is no permanent worldwide free-shipping threshold established by the Shipping Policy. A free-shipping promotion applies only when the offer is available for that order and the checkout summary confirms its conditions.

9. What is the difference between preparation and transit time?

Preparation generally takes 1–3 business days after payment confirmation. Carrier transit after dispatch is estimated at 7–15 business days. These are separate periods and are estimates, not guaranteed arrival dates.

10. Will I be able to track the parcel?

If tracking is available for the shipping method, a reference can be provided through shipment communications or an order-status feature. Tracking may not update immediately after dispatch.

11. What if my address is incorrect?

Write to service@jirsova.com right away with your order number and corrected details. We can attempt an amendment before carrier handoff, but changes after dispatch are not guaranteed.

12. What if the delivery is late or missing?

Send us the order number and any tracking reference. We will review the carrier information and explain available steps and remedies. Customs, holidays, and carrier disruptions can affect estimated time frames.

13. Are customs charges possible?

Yes. The destination may assess import duties, local taxes, or clearance fees. Whether a charge is included in checkout depends on the transaction terms. Free shipping does not necessarily mean duty-free delivery.

After receiving the parcel

14. How soon must I ask to return something?

For an eligible voluntary return, send a request within 30 calendar days after delivery. Mandatory rights in relation to defective or incorrect goods may apply beyond that period.

15. What is the first step for a return?

Email service@jirsova.com with your order number, item details, and the reason for the return. Include photographs if there is a product or delivery problem. Customer support will provide an authorized return address if a parcel must be sent back.

16. Are there items that cannot be returned simply because I changed my mind?

Where applicable law allows and the exception is disclosed as required, voluntary returns may exclude personalized goods, perishables, certain opened hygiene-sensitive goods, certain unsealed recordings or software, digital content supplied after legally required consent, or products damaged through use beyond inspection. These exceptions do not remove rights in relation to defective or wrongly supplied goods.

17. Who pays return shipping?

For change-of-mind returns, the customer generally pays return postage unless the law or a specific agreement says otherwise. If a product is defective, damaged in transit, or incorrectly supplied due to our error, we cover reasonable necessary return costs or provide another lawful remedy. There is no restocking fee.

18. When is a refund sent?

After approval, we initiate the refund to the original payment method within 10 business days, unless applicable law requires a shorter period. Your bank or payment provider may need further time to post it.

19. Can I request an exchange or cancel before shipping?

Contact support quickly. Exchanges depend on availability. A cancellation or correction is easier to consider before dispatch, but cannot be guaranteed after fulfillment has progressed. Mandatory rights continue to apply.

Privacy and assistance

20. Who controls my personal information?

Guangzhou Suqing E-commerce Co., Ltd. is the Data Controller for information used in Jirsova's own order, support, and retail operations. The Privacy Policy explains purposes, recipients, retention, and rights.

21. How do I make a privacy request or stop promotional messages?

Send a message to service@jirsova.com with the subject “Privacy Request,” explaining what you need. Depending on the law that applies, you may request access, correction, deletion, or certain marketing and data-sharing preferences. Where promotional emails are sent, you can use an applicable unsubscribe control.

22. Where do I find the rules for a purchase dispute?

Our Terms of Service identify the contracting seller, the laws of the People's Republic of China as the general governing law subject to mandatory consumer safeguards, and the steps for contacting support or pursuing legally available dispute resolution.

23. How can I contact Jirsova?

Contact us at service@jirsova.com or telephone +86 17627184935 during Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time). Include an order number when asking about a purchase, and never send an account password or full payment-card details.

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