FAQs

Hello, how can we help you?
If you cannot find the answer you need here, please contact our team at service@jinchohq.com, and we will get back to you as soon as possible.

Orders & Payments

Can I modify or cancel my order?

Orders are processed quickly, so we cannot guarantee successful modifications or cancellations. For assistance, please email service@jinchohq.com as soon as possible with your order number.

I placed an order but haven’t received a confirmation email. What should I do?

Please check your spam or promotional email folder first. If you still cannot find it, contact service@jinchohq.com. We will verify your order status and resend the confirmation email.

Do I need to create an account to place an order?

You can complete your purchase using the "Guest Checkout" option. Creating an account allows you to more conveniently view your order history, save shipping addresses, and track your orders.

What payment methods do you accept?

We accept major credit cards, debit cards, and other payment methods displayed on the checkout page. Available options may vary depending on your region.

Do you offer discount codes?

We may run promotional activities from time to time. Please note:

  • Each order can typically only use one discount code unless otherwise specified
  • Discounts cannot be applied to completed orders
  • Jinchohq.com reserves the final right to interpret all promotional activities

Shipping & Delivery

How long does shipping take?

Orders are typically processed within 1–3 business days (excluding weekends and holidays). Actual delivery times depend on your shipping address and the delivery method you select.

How can I track my order?

Once your order ships, you will receive an email with tracking information (if applicable). Please allow 24–48 hours for the tracking information to update on the carrier's website.

Do you ship internationally?

Yes, we deliver to many regions worldwide. If your location is not shown during checkout, please email service@jinchohq.com, and we will do our best to assist you.

Will I need to pay duties or import taxes?

International orders may be subject to duties, taxes, or customs fees imposed by the destination country. These charges are not included in the order total and are the responsibility of the recipient.

What should I do if my order is delayed?

Delays may occasionally occur due to logistics arrangements, weather, or customs inspections. If your order tracking has not been updated for an extended period, please email service@jinchohq.com.com with your order number, and we will investigate for you.

The tracking shows "delivered," but I haven’t received the package.

First, check around the delivery address and ask family members, neighbors, or the property management. If you still cannot find it, we recommend contacting the carrier directly. You may also notify us via email, and we will do our best to assist.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery for items that are unworn, unwashed, unaltered, and with original tags/packaging intact. For details, please refer to our Return & Refund Policy.

Can I return opened or used products?

For hygiene reasons, we cannot accept returns on items that have been opened, used, damaged, contaminated, or with broken seals/missing original packaging.

What should I do if I receive a damaged, defective, or incorrect item?

Please contact service@jinchohq.com within 7 days of delivery, providing your order number and clear photos of the item and its packaging. We will review your request and process it as quickly as possible.

How long does a refund take?

Once the returned item is received and inspected, we will refund the amount to your original payment method. Depending on the financial institution, refunds typically take 5–10 business days to appear in your account.

Products & Care (Skincare & Beauty Items)

How do I choose suitable skincare for my skin type?

Please check product descriptions on each listing for applicable skin types. If unsure about compatibility, email service@jinchohq.com with the product link and your skin concerns (oily/dry/sensitive/combination).

What ingredients are your skincare made with?

Core formulas differ per product, including plant extracts, centella, hyaluronic acid, natural moisturizing factors and gentle soothing components. Full ingredient lists are shown on every product page.

How should I use and store these skincare products?

Usage & storage tips vary by item. General guidelines:
  • Follow usage directions printed on product packaging and listing page
  • Keep products sealed away from direct sunlight and high temperature
  • Store at cool indoor room temperature
  • Stop usage promptly if skin irritation appears

Will the product texture/effect match the pictures?

We display real product shots truthfully, yet slight differences exist:
  • Texture & translucent shade may shift slightly from screen display due to monitor setup
  • Individual skin condition leads to varied actual using effects

Do you restock sold-out items?

Out-of-stock goods may get restocked based on stock supply. 

Email service@jinchohq.com with product name or link to inquire restock info.

Account & Support

How do I contact customer support?

You can reach us via:

  • Email: service@jinchohq.com
  • Mon to Fri 10-6 PT

How long does it usually take to receive a response?

We aim to respond within 1–2 business days, though response times may vary depending on inquiry volume and working hours.