FAQ

Welcome to ivrune!

We understand that you may have questions when browsing our products, placing an order, or waiting for your purchase to arrive.

To make your shopping experience easier, we have gathered answers to some of the most common questions about our products, orders, payments, shipping, returns, and refunds.

If you cannot find the information you need, please feel free to contact our customer service team.

1. About Our Store

Q1: What is ivrune?

ivrune is an online shopping brand operated by Shenzhen Jinjia Network Technology Co., Ltd.

We are committed to providing a convenient shopping experience, clear product information, and helpful customer support throughout the purchasing process.

Our goal is to make every visit to our store straightforward and enjoyable.

Q2: How can I contact ivrune?

You can reach our customer service team through the following official contact channels:

Email: service@ivrune.com

Phone: +86-755-86311053

For order-related inquiries, please include your order number and the email address used during checkout so that we can identify your purchase more efficiently.

2. Products and Orders

Q3: How can I place an order?

Shopping with ivrune is simple.

Follow these steps:

1. Browse our website and select the product you want.

2. Review the product description and available options.

3. Choose the desired quantity.

4. Add the product to your shopping cart.

5. Proceed to checkout.

6. Enter your contact and shipping information.

7. Select an available payment method.

8. Review your order details and complete payment.

Please double-check your order information before submitting your purchase.

Q4: Will I receive an order confirmation?

After successfully submitting your order, you may receive a confirmation email containing your purchase details.

Please check your inbox and spam or junk folder if you cannot find the message.

If you have completed checkout but cannot locate your confirmation, contact us at service@ivrune.com with your checkout email address and relevant order information.

Q5: Can I change or cancel my order after placing it?

If you need to change or cancel an order, please contact us as soon as possible.

We will review your request based on the current order status.

Changes or cancellations may be possible before an order enters processing or dispatch.

Once an order has entered processing or has been handed over to the shipping carrier, modifications or cancellations may no longer be available through our standard procedures.

If your package has already been dispatched, you may submit a return request in accordance with our Return & Refund Policy.

Any mandatory cancellation rights under applicable consumer protection laws remain unaffected.

Q6: What payment methods can I use?

Available payment methods are displayed during checkout.

You can review the supported payment options before completing your purchase.

If your payment is declined or you encounter a transaction issue, please check with your payment provider or contact our customer service team for assistance.

For security reasons, please never send your password or complete payment card details through email.

3. Shipping and Delivery

Q7: What shipping options does ivrune offer?

We currently provide two shipping options for eligible purchases:

Free Shipping

• Shipping Fee: $0.00.

• Minimum Order Amount: $39.00.

• Applicable Products: All products.

• Estimated Delivery: 10–15 business days.

Standard Shipping

• Shipping Fee: $5.99.

• Applicable Order Amount: $0.00–$38.99.

• Applicable Products: All products.

• Estimated Delivery: 10–15 business days.

The applicable shipping method and fee will be displayed during checkout before you complete your purchase.

Q8: How can I qualify for Free Shipping?

Orders totaling $39.00 or more qualify for Free Shipping under our current shipping arrangements.

If your order total is between $0.00 and $38.99, the Standard Shipping fee of $5.99 will apply.

All products in our store are eligible for these shipping options.

Q9: How long does delivery take?

Both Free Shipping and Standard Shipping currently have an estimated delivery timeframe of 10–15 business days.

Please note that this is an estimated shipping timeframe rather than a guaranteed arrival date.

Actual delivery may vary depending on:

• Your delivery destination.

• Shipping carrier operations.

• Transportation conditions.

• Weekends and public holidays.

• Customs inspections or clearance procedures, where applicable.

• Unexpected logistical circumstances.

Any applicable order preparation time may be separate from the shipping transit period.

Q10: How can I track my order?

When your order has been dispatched and tracking information becomes available, relevant shipment details may be provided through our available order notification system or by email.

You can use the tracking information to follow your package's transportation progress.

Please allow some time for the carrier to register the shipment and update its tracking records.

If you cannot find your tracking information, contact us at service@ivrune.com with your order number.

Q11: What should I do if my order is delayed?

If your package has not arrived within the estimated delivery timeframe, please contact our customer service team.

To help us review the situation, please provide:

• Your order number.

• Your tracking number, if available.

• The email address used during checkout.

• A brief explanation of the delivery concern.

We will review the available shipment information and provide appropriate assistance.

Q12: Can I change my shipping address after placing an order?

If you notice an error in your delivery address, please contact us immediately.

We will check whether the requested correction can be accommodated based on the current order status.

Please understand that address changes cannot be guaranteed once an order has entered processing or has been transferred to the shipping carrier.

We recommend carefully checking your delivery details before completing checkout.

4. Returns and Refunds

Q13: What is your return policy?

Eligible purchases may be returned within 30 calendar days after delivery, subject to our Return & Refund Policy.

For standard personal preference returns, products should generally remain unused and in their original condition, with applicable return requirements satisfied.

All returns must receive prior authorization from our customer service team.

Please contact us before sending any item back.

Q14: Who pays for return shipping?

Return shipping responsibilities depend on the reason for the return.

Personal Preference Returns

Customers are responsible for the applicable return shipping costs when returning eligible products due to a change of mind or personal preference.

Damaged or Defective Products

When a return is required because of a qualifying damaged or defective product issue, ivrune covers the applicable return shipping costs.

Incorrect Products

If an incorrect item is supplied due to an error on our part, ivrune covers the applicable return shipping costs when a return is required.

Q15: How do I request a return?

To start a return request, please email our customer service team:

service@ivrune.com

Please include:

• Your full name.

• Your order number.

• The email address used during checkout.

• The product you wish to return.

• The reason for your request.

• Supporting photographs or videos, if applicable.

Our team will review your request and provide instructions if it is approved.

Please do not send any product back before receiving return authorization and the designated return address from our customer service team.

Q16: How long does a refund take?

For approved returns, refunds are generally processed within 5–10 business days after the returned product has been received and inspected.

The processing period begins after the returned item reaches the designated return destination and the applicable inspection has been completed.

Additional time may be required by your bank or payment provider before the funds appear in your account.

Q17: How will I receive my refund?

Approved refunds are generally issued through the original payment method used for the purchase.

If your original payment method is no longer available or cannot receive the refund, please contact our customer service team so that we can review the available arrangements.

Q18: What should I do if I receive a damaged or incorrect product?

If your order arrives damaged, defective, incomplete, or different from the product you purchased, please contact us as soon as possible.

To help us investigate, please provide:

• Your order number.

• A description of the problem.

• Clear photographs or videos of the affected product.

• Photographs of the external packaging, where relevant.

Our team will review the information and explain the appropriate resolution options.

Depending on the circumstances, a solution may include an authorized return, replacement, refund, or another suitable remedy.

For qualifying damaged or defective product issues and incorrectly supplied products, ivrune covers the applicable return shipping costs when a return is required.

5. Customer Support

Q19: What information should I provide when contacting customer service?

To help us understand your inquiry and respond more efficiently, we recommend including:

• Your full name.

• Your order number, if applicable.

• The email address used during checkout.

• The product name or description, where relevant.

• A brief explanation of your question or concern.

• Supporting photographs or documents, if necessary.

Please avoid including passwords or complete payment card details in your message.

Q20: Where can I find more information about store policies?

You can visit the relevant pages on our website for additional information:

• About Us

• Contact Us

• Shipping Policy

• Return & Refund Policy

• Terms of Service

• Terms of Purchase

• Privacy Policy

These pages explain our store operations, purchasing arrangements, delivery procedures, after-sales services, and privacy practices in greater detail.

6. Still Have Questions?

We are always happy to hear from you.

If your question is not covered in this FAQ or you need help with a specific order, please contact our customer service team.

Brand Name: ivrune

Company Name: Shenzhen Jinjia Network Technology Co., Ltd.

Customer Service Email: service@ivrune.com

Business Phone: +86-755-86311053

Business Address:

Room 1727, Building 2, Yuanyang Binhai Mansion, No.4359 Dongbin Road, Lilin Community, Nanshan Subdistrict, Nanshan District, Shenzhen City, Guangdong Province, China.

Thank you for choosing ivrune. We appreciate your trust and look forward to providing you with a convenient and pleasant shopping experience.