FAQ

Effective Date: August 18, 2026

What can I find in the Jsjlh collection?
Jsjlh brings together a curated range of gifts and accessories rather than a single product category. Stock and season affect what is available, but the selection may include:

- Jewelry and charms: necklaces, bracelets, earrings, rings, charms, brooches;
- Bag charms and keyrings: keychains, clips, purse charms, lanyards;
- Home and desk gifts: candles, diffusers, mugs, tumblers, trinket trays, frames, journals, stationery;
- Fashion accessories: scarves, hair accessories, belts, small pouches, card holders, gloves;
- Seasonal and celebration gifts: gift sets, holiday ornaments, greeting cards, wrapping extras;
- Personalized gifts: engraved, printed, or made-to-order pieces.

Colors, sizes, materials, designs, and options vary by item and season. Check the product page for current details.

How can I tell how an item looks and feels?
Product pages list materials, dimensions, weight where available, and finish. Words like “lightweight” or “substantial” are relative, not exact measurements. The actual feel also depends on construction and finish. If you are unsure whether something suits your gift plan, contact support.

Do dark colors rub off or bleed?
Deeply dyed fabrics—such as dark scarves, ribbons, pouches, or textile accessories—can release a little excess dye during the first few washes. This is normal and not a fault. Washing new dark items separately, in cold water, and inside out where possible reduces transfer. Always follow the care label first.

What’s the best way to clean Jsjlh products?
The care label or product-page instructions are definitive. As a general guide: textiles do well with cold gentle washing and air drying; metal jewelry should be wiped with a soft dry cloth and kept away from water, perfume, and lotions; candles should have wicks trimmed; fragile items should be dusted gently. Avoid high heat and harsh chemicals.

Will my item shrink or change shape?
Some natural-fiber textiles may shrink slightly under high heat. Cold washing and low or air drying help prevent this. Knitted or woven accessories may relax with use and return to shape after washing. Any item expected to behave differently is noted on its product page.

How should I choose a size or material?
Size, fit, and material vary between designs. Review the size guide, dimensions, and material notes before ordering. Photography, lighting, screen settings, natural material differences, and normal production variation can cause slight differences in color, texture, stitching, finish, or measurement. These are not necessarily faults.

Are Jsjlh products made for everyday use?
Many pieces are selected for regular use, but suitability depends on the style, material, and conditions. Check the product description and care guidance before buying. If you are unsure how something will wear or fit, support can help.

Which countries do you deliver to?
We currently ship to:

- United States
- Canada
- Mexico

Orders with a delivery address outside these countries cannot currently be completed at checkout. Fulfillment locations and carriers may vary based on product availability, destination, and operational needs.

How quickly will my order be prepared?
Most in-stock orders are processed within 2–7 business days. Business days exclude weekends and public holidays. Personalized, customized, or made-to-order items may need extra preparation time where the product page says so. Processing can also take longer during peak periods, public holidays, or extra quality-control steps.

When should my parcel arrive?
Estimated transit times after dispatch:

- United States: 7–20 business days
- Canada: 10–30 business days
- Mexico: 20–30 business days

Including the standard 2–7 business-day processing period, approximate total delivery times are:

- United States: 9–27 business days
- Canada: 12–37 business days
- Mexico: 22–37 business days

Delivery estimates are not guaranteed. Customs processing, carrier disruption, severe weather, public holidays, remote destinations, and other circumstances outside our reasonable control can cause delays.

What are the shipping charges?
Orders of US$50 or more qualify for free standard shipping. For orders below US$50, standard shipping charges are:

- United States: US$7.00
- Canada: US$8.00
- Mexico: US$12.00

The applicable charge is displayed at checkout before payment is completed.

How do I follow my shipment?
After dispatch, we will send any available tracking information to the email address given at checkout. You can also log in to your customer account and review the Orders section for updates.

Why is tracking not moving?
Tracking activity can take several business days to appear after dispatch. Updates may pause while a parcel moves between carrier facilities, passes through customs, or transfers to a local delivery provider. If tracking has not changed for an extended period, contact us with your order number and tracking details, and we will ask the carrier to investigate where appropriate.

Will everything come in one box?
Products from the same order may be shipped in separate parcels depending on availability and delivery requirements. If that happens, you may receive more than one tracking number, and the parcels may arrive on different dates.

Tracking says delivered, but nothing arrived—what now?
Please first:

- Check the doorstep, mailbox, reception area, parcel locker, and other safe places a courier might use;
- Ask household members, neighbors, or building management;
- Look for a carrier delivery notice; and
- Contact the carrier using the tracking number.

If the parcel still cannot be found, contact us with your order number.

Can I amend or cancel an order?
If you need to correct an address, change an item or size, or request a cancellation, contact us as soon as possible at service@jsjlh.com. Include your order number and clearly describe the change you are asking for. Once an order has entered processing, production, or shipment, we cannot guarantee that it can still be changed or cancelled.

Can I send something back?
You may request a return for an eligible product within 30 days after delivery. Please contact us before sending anything back. If your request is approved, we will provide the applicable return address and instructions by email. Products sent without prior authorization may be refused, delayed, lost, or returned to the sender.

Are personalized or custom items returnable?
Personalized, customized, and made-to-order products are generally not eligible for a change-of-mind return. Clearance items are final sale for change-of-mind returns. That restriction does not affect your rights if the product arrives damaged, defective, incorrectly produced, incomplete, or materially different from the order you confirmed.

Who covers return postage?
For an approved change-of-mind return, the customer is responsible for return shipping costs. Jsjlh does not charge a restocking fee. If a product is confirmed to be damaged, defective, incorrect, or incomplete because of our error or our fulfillment partner’s error, we will cover the authorized replacement or return shipping costs.

How do swaps work?
Exchanges depend on product availability. For an ordinary change-of-mind exchange, the original product must normally be returned and inspected before a replacement is processed, and the customer is responsible for the applicable return shipping and new shipping costs. For a confirmed damaged, defective, incorrect, or incomplete product, we will provide a suitable remedy and cover authorized exchange-related shipping costs. If the requested replacement is unavailable, we may issue an eligible refund and invite you to place a new order.

My item arrived damaged, wrong, or incomplete—what should I do?
Contact us promptly and provide:

- Your order number;
- A clear description of the issue;
- Photographs or videos showing the product and the problem;
- Photographs of the shipping label and outer packaging where relevant; and
- Confirmation of your delivery address.

After reviewing the information, we will provide a suitable solution, which may include sending a missing item, providing a replacement, arranging an exchange, or issuing a refund for the affected product. If the problem came from our error or our fulfillment partner’s error, we will cover authorized replacement or return shipping costs.

What does an approved refund include?
An approved refund covers the purchase price of the eligible returned product. Original shipping charges are refundable only when the return results from our confirmed error or where the law requires otherwise, and are not refundable for a change-of-mind return. Customs duties, import taxes, and brokerage charges paid directly to third parties generally cannot be refunded by Jsjlh. Approved refunds are normally issued to the original payment method within 5–10 business days after approval. Your bank, card issuer, or payment provider may need additional processing time.

Are customs duties or import taxes my responsibility?
Orders delivered to Canada or Mexico may be subject to customs duties, import taxes, brokerage fees, or other charges set by the destination country, the customs authority, or the carrier. Unless explicitly shown as included at checkout, these charges are the recipient’s responsibility.

What if I gave the wrong address or missed the parcel?
Contact us immediately if you notice an error in your delivery information. We cannot guarantee that an address can be changed once processing or shipment has begun. If a parcel is returned because of an incorrect or incomplete address, refusal of delivery, failure to collect it, repeated unsuccessful delivery attempts, unpaid customs charges, or another customer-attributable reason:

- Refund eligibility is assessed after the parcel is returned and inspected;
- Applicable return shipping, customs, and handling costs may be deducted from an eligible refund where the law allows; and
- If redelivery is requested, the customer is responsible for the applicable redelivery charge.

Where do I mail a return?
Do not send products to our registered business address unless our customer service team specifically instructs you to do so. The appropriate return location may vary depending on the product, the order, and where you are. If your return request is approved, we will provide the applicable return address and instructions by email.

How do I reach Jsjlh?
You can contact our customer service team at:

service@jsjlh.com

Store website:

jsjlh.com

When contacting us about an existing order, please include your order number and the email address used during checkout.