FAQs
What payment methods do you accept?
We currently accept major credit cards, such as Visa and MasterCard. The system will automatically display the available payment methods on the checkout page.
How do I use a coupon or discount code?
During checkout, locate the "Coupon Code" input field. Enter a valid code and click "Apply" to activate the discount. The specific terms and conditions for each coupon code—such as minimum purchase requirements, applicable products, and expiration dates—are subject to the details provided with the code.
Do you offer shipping services? How are shipping costs calculated?
Ourjiali offers worldwide shipping, and most orders qualify for free shipping. In the event of special promotional events or shipping restrictions for remote regions, relevant shipping fee information will be clearly displayed on the checkout page.
How long will it take to receive my package?
Delivery is estimated to take approximately 7–14 days from the date of shipment. Actual delivery times may vary slightly depending on factors such as the shipping carrier, destination, or public holidays; delays may occur during peak seasons or special periods.
How can I check my order status?
You can log in to your account and visit the "Order Center" to view the real-time status of your order. Additionally, we will notify you via email at key stages of the process (e.g., payment confirmed, order shipped, order delivered). If you have any questions, please contact calyro@ourjiali.com and provide your order number.
What is your return window?
Ourjiali accepts return requests submitted within 30 days from the date of shipment.
What are the requirements for returns or exchanges?
To ensure a smooth return process, please ensure that the item meets the following criteria:
The item must be in its original condition (unworn, unwashed, free of odors, and undamaged);
All original tags, packaging, and accessories must be included;
If the return is due to a quality issue, please provide photos or videos to illustrate the problem.
How do I initiate a return?
Upon receiving your order, should you wish to initiate a return, please first submit a return request to calyro@ourjiali.com. In the email subject line, please clearly state: "Return Request + Order Number + Your Name."
In the body of the email, please explain the reason for the return and attach relevant photos of the item (if the return is due to a quality issue, please ensure the photos clearly capture the defect).
We will respond within 2 business days to provide the return shipping address (along with specific return instructions, if necessary).
Please ship the item back in accordance with the return requirements we provide. Once shipped, please retain the shipping tracking number and notify us via email.
After the returned item has passed our inspection, we will process your refund within 10 business days. The actual time it takes for the funds to appear in your account may vary depending on your chosen payment method.
How do I request an exchange?
If you wish to exchange an item for a different size or style, please follow the standard return procedure to send back the original item, noting "Exchange" in your email request. Once we have received and inspected the returned item, we will process your exchange and ship the new item to you, subject to current inventory availability. If a price difference arises—whether requiring an additional payment from you or a partial refund from us—we will handle the adjustment based on the specific circumstances.
Who covers the return shipping costs?
The party responsible for return shipping costs depends on the reason for the return. If the return is due to a product quality issue or an error on our part (e.g., shipping the wrong item), we will cover the round-trip shipping costs. If the return is for personal reasons (e.g., the size does not fit, or you have changed your mind), you will be responsible for covering the return shipping costs yourself. The final determination regarding shipping costs will be based on the confirmation provided by our customer service team.
Where can I find information about the product materials?
On each product's detail page, we clearly list the specific fabric composition (e.g., cotton, polyester, acrylic, etc.), lining materials, and other relevant information.
Different fabrics require different care methods; please also refer to the garment's care label or the product description for specific washing and care instructions.
What are the recommended care instructions?
While care methods may vary slightly depending on the specific style, the core principles for daily wear and washing remain consistent: aim for "gentle handling, minimal friction, and avoidance of high temperatures." This approach helps the garment better maintain its original shape and condition over time.
For everyday tops such as shirts and T-shirts, we recommend using a neutral detergent and washing in cold water—either by hand or via a machine cycle set to a low temperature. Whenever possible, turn the garment inside out before washing. Avoid frequent high-heat tumble drying or vigorous scrubbing to help preserve the fabric's smoothness and comfort. Dresses typically prioritize drape and overall silhouette. We recommend gentle machine washing or hand washing in cold water; using a laundry bag offers added protection. Avoid prolonged soaking and high-temperature tumble drying; allowing the garment to air dry naturally helps preserve its shape and fabric texture.
For trousers and pants, which are designed for everyday durability, we recommend machine washing on a low-temperature cycle alongside garments of similar colors. Avoid vigorous rinsing or high-temperature treatments. If ironing is required, use a medium-to-low heat setting to maintain the garment's shape and crisp lines.
Before washing, fasten all buttons and zippers, and turn the garment inside out. Separate dark colors from light colors, and avoid prolonged soaking or high-temperature drying. Gentle and consistent care practices will help extend the lifespan of your clothing and ensure it retains its comfort and quality for everyday wear.
What should I do if the item I receive has quality issues?
If you discover any quality issues (such as loose threads, holes, significant color discrepancies, or incorrect items), please take photos immediately upon receipt and contact us within 24 hours at calyro@ourjiali.com. In your email, please include your order number, a description of the issue, and attached photos or videos. Once we verify the issue, we will arrange for a return, exchange, or refund, and we will cover the associated shipping costs.
Will there be any discrepancies between the actual color and the product images?
We have made every effort to provide high-quality product images; however, due to variations in lighting conditions during photography, individual monitor settings, and personal color perception, the actual color of the item may differ slightly from the images shown. Such minor discrepancies are considered within the normal range. If you notice a significant color discrepancy, please contact us promptly after receiving your order.
Contact Us
If you have any other questions or concerns not addressed here, please feel free to contact us at any time via calyro@ourjiali.com.
In your email, please include your order number, a description of your inquiry, and your contact details; we will respond to your message as soon as possible.
We currently accept major credit cards, such as Visa and MasterCard. The system will automatically display the available payment methods on the checkout page.
How do I use a coupon or discount code?
During checkout, locate the "Coupon Code" input field. Enter a valid code and click "Apply" to activate the discount. The specific terms and conditions for each coupon code—such as minimum purchase requirements, applicable products, and expiration dates—are subject to the details provided with the code.
Do you offer shipping services? How are shipping costs calculated?
Ourjiali offers worldwide shipping, and most orders qualify for free shipping. In the event of special promotional events or shipping restrictions for remote regions, relevant shipping fee information will be clearly displayed on the checkout page.
How long will it take to receive my package?
Delivery is estimated to take approximately 7–14 days from the date of shipment. Actual delivery times may vary slightly depending on factors such as the shipping carrier, destination, or public holidays; delays may occur during peak seasons or special periods.
How can I check my order status?
You can log in to your account and visit the "Order Center" to view the real-time status of your order. Additionally, we will notify you via email at key stages of the process (e.g., payment confirmed, order shipped, order delivered). If you have any questions, please contact calyro@ourjiali.com and provide your order number.
What is your return window?
Ourjiali accepts return requests submitted within 30 days from the date of shipment.
What are the requirements for returns or exchanges?
To ensure a smooth return process, please ensure that the item meets the following criteria:
The item must be in its original condition (unworn, unwashed, free of odors, and undamaged);
All original tags, packaging, and accessories must be included;
If the return is due to a quality issue, please provide photos or videos to illustrate the problem.
How do I initiate a return?
Upon receiving your order, should you wish to initiate a return, please first submit a return request to calyro@ourjiali.com. In the email subject line, please clearly state: "Return Request + Order Number + Your Name."
In the body of the email, please explain the reason for the return and attach relevant photos of the item (if the return is due to a quality issue, please ensure the photos clearly capture the defect).
We will respond within 2 business days to provide the return shipping address (along with specific return instructions, if necessary).
Please ship the item back in accordance with the return requirements we provide. Once shipped, please retain the shipping tracking number and notify us via email.
After the returned item has passed our inspection, we will process your refund within 10 business days. The actual time it takes for the funds to appear in your account may vary depending on your chosen payment method.
How do I request an exchange?
If you wish to exchange an item for a different size or style, please follow the standard return procedure to send back the original item, noting "Exchange" in your email request. Once we have received and inspected the returned item, we will process your exchange and ship the new item to you, subject to current inventory availability. If a price difference arises—whether requiring an additional payment from you or a partial refund from us—we will handle the adjustment based on the specific circumstances.
Who covers the return shipping costs?
The party responsible for return shipping costs depends on the reason for the return. If the return is due to a product quality issue or an error on our part (e.g., shipping the wrong item), we will cover the round-trip shipping costs. If the return is for personal reasons (e.g., the size does not fit, or you have changed your mind), you will be responsible for covering the return shipping costs yourself. The final determination regarding shipping costs will be based on the confirmation provided by our customer service team.
Where can I find information about the product materials?
On each product's detail page, we clearly list the specific fabric composition (e.g., cotton, polyester, acrylic, etc.), lining materials, and other relevant information.
Different fabrics require different care methods; please also refer to the garment's care label or the product description for specific washing and care instructions.
What are the recommended care instructions?
While care methods may vary slightly depending on the specific style, the core principles for daily wear and washing remain consistent: aim for "gentle handling, minimal friction, and avoidance of high temperatures." This approach helps the garment better maintain its original shape and condition over time.
For everyday tops such as shirts and T-shirts, we recommend using a neutral detergent and washing in cold water—either by hand or via a machine cycle set to a low temperature. Whenever possible, turn the garment inside out before washing. Avoid frequent high-heat tumble drying or vigorous scrubbing to help preserve the fabric's smoothness and comfort. Dresses typically prioritize drape and overall silhouette. We recommend gentle machine washing or hand washing in cold water; using a laundry bag offers added protection. Avoid prolonged soaking and high-temperature tumble drying; allowing the garment to air dry naturally helps preserve its shape and fabric texture.
For trousers and pants, which are designed for everyday durability, we recommend machine washing on a low-temperature cycle alongside garments of similar colors. Avoid vigorous rinsing or high-temperature treatments. If ironing is required, use a medium-to-low heat setting to maintain the garment's shape and crisp lines.
Before washing, fasten all buttons and zippers, and turn the garment inside out. Separate dark colors from light colors, and avoid prolonged soaking or high-temperature drying. Gentle and consistent care practices will help extend the lifespan of your clothing and ensure it retains its comfort and quality for everyday wear.
What should I do if the item I receive has quality issues?
If you discover any quality issues (such as loose threads, holes, significant color discrepancies, or incorrect items), please take photos immediately upon receipt and contact us within 24 hours at calyro@ourjiali.com. In your email, please include your order number, a description of the issue, and attached photos or videos. Once we verify the issue, we will arrange for a return, exchange, or refund, and we will cover the associated shipping costs.
Will there be any discrepancies between the actual color and the product images?
We have made every effort to provide high-quality product images; however, due to variations in lighting conditions during photography, individual monitor settings, and personal color perception, the actual color of the item may differ slightly from the images shown. Such minor discrepancies are considered within the normal range. If you notice a significant color discrepancy, please contact us promptly after receiving your order.
Contact Us
If you have any other questions or concerns not addressed here, please feel free to contact us at any time via calyro@ourjiali.com.
In your email, please include your order number, a description of your inquiry, and your contact details; we will respond to your message as soon as possible.