30-day postage paid returns

      FAQ

      1.Where do you ship from? Orders can be shipped from our partner warehouses located in Mainland China, Hong Kong, the United States or other regions. The dispatch location depends on real-time stock availability and your delivery destination. Your product quality, pricing and after-sales rights will not be affected by which warehouse fulfills your order.

      2.How long will my order take to arrive? We process orders within 1‑3 business days once your payment is confirmed. After dispatch, estimated delivery takes 7‑12 business days. International parcels may experience unexpected delays due to customs clearance, which is out of our control. Business days exclude weekends and official public holidays.

      3.What are your shipping fees and free shipping terms?

      • Flat standard shipping rate: **$4.99 USD** for orders valued $0.00 – $49.99 USD
      • Free standard shipping for all orders subtotaling $50.00 USD and above

      Additional surcharges may apply to overweight or oversized products, and these fees will be clearly shown at checkout before payment. Import duties, customs taxes and local clearance charges are the responsibility of the recipient.

      4.Can I get a tracking number for my package? Yes. A tracking number will be sent to your registered email address once your package leaves our fulfilment warehouse. You may track your delivery online using the tracking information provided.

      5.My parcel is delayed, lost or not delivered. What should I do? Please first check the latest tracking updates online. If your shipment is stuck, heavily delayed or marked lost, contact our customer support at service@prenola.com with your order number and tracking ID. We will open an investigation with the logistics provider and discuss possible solutions such as reshipment or refund after review. We cannot offer compensation if you provided an incorrect shipping address at checkout.

      6.Am I able to cancel my order? Full cancellation and refund are available before your goods are dispatched. Once the order has been shipped, cancellation is no longer possible. You may submit a return request after receiving the item in accordance with our 30-day return policy.

      7.What are your return and exchange rules? We offer a 30-day return window starting from the day you receive your package. Items must be unused, unmodified, in original sellable condition and returned with all original packaging, tags and included accessories. Custom-made products, hygiene-sensitive goods, clearance and final-sale items, and goods damaged from improper customer use cannot be returned. You must contact our support team and obtain official return authorization before sending items back. Returns sent without prior approval may be rejected.

      8.Who covers the return shipping cost?

      • Returns due to personal preference (change of mind): You will bear all return shipping expenses. The original outbound shipping fee is non-refundable.
      • Defective items, damaged goods on arrival or wrong item delivery (our error): JINRUILIN INTERNATIONAL CO., LIMITED will cover eligible return shipping fees. Clear photo proof will be required.

      9.How long does a refund take after my return is approved? Once we receive and inspect your returned goods, we will approve or decline your refund request. When approved, funds will be returned to your original payment method. Please allow 5‑10 business days for your payment provider to process and reflect the refund in your account.

      10.Who handles after-sales service for my purchase? JINRUILIN INTERNATIONAL CO., LIMITED, operating under the brand prenola, takes full responsibility for all after-sales matters including returns, refunds and quality issue resolutions. Our fulfilment partners only handle packing and delivery and hold no after-sales liability to end customers.

      11.How do I get in touch with customer service?

      Email: service@prenola.com

      Registration Number: +852 65016584

      Customer Service Hours: Monday to Friday, 9:00 AM - 5:00 PM (GMT+8, China Standard Time)

      Business Address: WORKSHOP 53, 3/F, BLOCK A, EAST SUN INDUSTRIAL CENTRE, NO.16 SHING YIP STREET, KOWLOON, HONG KONG

      12.What rights do I have regarding my personal data? You have the right to access, amend or delete your personal information, as well as restrict or object to data processing. You can also request a copy of your data in a standard machine-readable format and submit complaints to your local data protection authority. Please send all privacy enquiries to our support email. We will respond within 30 calendar days once we verify your identity.

      If your question is not listed above, please feel free to contact our customer support team for assistance.