Customer Help

Our happiness team is always here to assist.

Common purchase queries answered

Orders and Shipping

Standard shipping: If you choose standard shipping, it generally takes longer. For example, within the same country, it might take 3 – 7 business days. 

For international orders, it could take 1 – 3 weeks or even longer depending on the distance and customs procedures.

Step 1: Navigate to the Account Creation Page

  • Click on the “My Account” link. This will typically take you to a page with the URL /my-account/.
  • On this page, you should see options to either log in or create a new account.

Step 2: Fill Out the Registration Form

  • Click on the “Create an account” or “Sign Up” button (this may vary depending on the store’s design).
  • You will be directed to a registration form. Provide the required information:
    • Username: A unique name for logging in.
    • Email Address: Important for account recovery and notifications.
    • Password: Create a strong password for security.
    • Additional Information: Some stores may ask for your first name, last name, phone number, or billing address.

Step 3: Agree to Terms and Conditions

  • Most WooCommerce stores require you to agree to their terms and conditions and privacy policy. Make sure to read these documents to understand how your information will be used.

Step 4: Submit the Form

  • Once you have filled out all the required fields and agreed to the terms, click the “Register” or “Create Account” button to submit your information.

Step 5: Verify Your Account (if required)

  • Some WooCommerce stores may send a verification email to the email address you provided. Open the email and click on the verification link to confirm your account.
  • If you don’t see the email, check your spam or junk folder. If it’s still not there, you can usually request a new verification email from the store’s login page.

Step 6: Log In to Your New Account

  • After your account is created and verified, you can log in using your username and password. Once logged in, you can start shopping, view your order history, and manage your account settings.

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  1. Go to the orders-tracking page on our website.
  2. Enter your Tracking Number in the designated field.
  3. Click the “Track Order” button.

We Do Not Store Your Credit Card Information

  • Security and Compliance: For security reasons and to comply with industry standards (such as PCI DSS compliance), we do not store your credit card information on our servers. This helps to minimize the risk of unauthorized access or data breaches.
  • Payment Gateway Handling: When you enter your credit card details during checkout, the information is processed directly by our trusted payment gateway provider (such as Stripe, PayPal, or another third-party payment processor). These providers are specialized in handling sensitive financial information securely.
  • Tokenization: In some cases, if you choose to save your payment method for future purchases, the payment gateway may use a tokenization process. This means that a unique token is created and stored instead of your actual credit card details. The token is used to reference your payment method without exposing your sensitive information.

We will charge tax for customers in specific countries like USA.

We offer international shipping to a wide range of countries. To confirm if we ship to your specific country, please check our shipping policy for a list of eligible countries. If you have any further questions, feel free to contact our customer support.

We strive to ship all items in your order together whenever possible. However, in some cases, your order may arrive in multiple packages if items are shipped from different locations or if they require separate handling. If you have any specific packaging requests, please let us know, and we’ll do our best to accommodate them.

Our return and exchange policy allows returns within 30 days of purchase. Items must be unused, in original condition and packaging. Non-returnable items include perishables, intimate goods, gift cards, and certain health items. Partial refunds may apply for items with signs of use or returned late. Refunds are processed to the original payment method. Exchanges are only for defective or damaged items. Gift returns result in a gift credit or refund to the giver. You are responsible for return shipping costs. For more help, contact us support@jirsour.com.

I’m really sorry to hear that if you received the wrong item. Here’s what we can do to resolve this issue:
  1. Confirm the Order Details
    Please provide us with your order number and a brief description of the item you received versus what you expected. This will help us quickly identify the issue.
  2. Return and Refund Process
    We will arrange for a return of the incorrect item. Once we receive the item back, we will issue a full refund for it.
  3. Reshipping the Correct Item
    If no refund required,We will expedite the shipment of the correct item to you at no additional cost. You can expect it to arrive within [X] days.
  4. Further Assistance
    If you have any other concerns or need further assistance, please don’t hesitate to contact us. You can reach out via email or phone, and we’ll be happy to help
Thank you for reaching out to us regarding your order. We are truly sorry to hear that if your order arrived damaged. We understand how disappointing this must be, and we are here to help you resolve this issue as quickly as possible.
What to Do Next:
  1. Send Us an Email: Please send an email to our support team at support@jirsour.com with the following information:
    • Your order number (you can find this in your order confirmation email).
    • A detailed description of the damage.
    • Photos of the damaged item(s) to help us better understand the situation.
  2. Return and Replacement Options:
    • Replacement: We can arrange for a replacement to be sent to you. Once we receive your email with the details, we will initiate the process.
    • Refund: If you prefer a refund, we can process this for you. Refunds are typically issued to the original payment method within [X] business days of receiving the returned item.
    • Store Credit: Alternatively, you can choose to receive store credit, which you can use for future purchases.
  3. Return Shipping: If the item is damaged due to our fault, we will cover the return shipping costs. We will provide you with a prepaid return shipping label once we have reviewed your case.
We apologize for any inconvenience this may have caused and appreciate your patience as we work to resolve this issue. Your satisfaction is our top priority, and we will do everything we can to ensure you receive a satisfactory resolution.
Thank you for reaching out regarding your authorized return. I apologize for any inconvenience you may have experienced. Please follow the instructions below to ensure your return is processed smoothly.

Return Shipping Address

Please send your return to the following address:
Oak Oaks Returns Department
Please contact us through email support@jirsour.com and we will give you specific return address.

Important Information

  • Return Authorization: Ensure that your return has been authorized by our support team. Unauthorized returns may not be accepted.
  • Packaging: Please pack the item securely to prevent any further damage during transit.
  • Label: Attach a clear label with your order number and a brief description of the reason for the return.
  • Shipping Method: We recommend using a trackable shipping method to ensure your return reaches us safely.

Next Steps

Once we receive your returned item, we will inspect it and notify you of the status of your refund or replacement. If your return is approved, we will initiate a refund to your original payment method or send you a replacement as requested.
If you have any questions or need further assistance, please don’t hesitate to contact our support team at support@jirsour.com . We’re here to help!
Thank you for your cooperation, and we apologize again for any inconvenience caused.
Thank you for reaching out! We’re here to help. Here’s how you can receive customer support:

Contact Us

  • Email: You can send us an email at support@jirsour.com . Please include your order number and a detailed description of your issue or question. We’ll respond as quickly as possible.
  • Live Chat: If you’re on our website, you can also use our live chat feature. Look for the chat icon in the corner of the page, and one of our agents will assist you in real-time.

Self-Help Resources

  • Knowledge Base: Visit our Knowledge Base for answers to frequently asked questions and troubleshooting guides.
  • Order Tracking: If you need to check the status of your order, you can do so on our Order Tracking page. Just enter your order number and email address.
I’m sorry to hear that if you’ve entered an incorrect shipping address. Here’s what you can do to resolve this issue:
  1. Contact Us Immediately
    Please send an email to support@jirsour.com  as soon as possible. Include your order number and the correct shipping address in your message. The sooner we receive this information, the better the chances of updating the address before the order is shipped.
  2. Details to Include
    • Order Number: This helps us quickly locate your order in our system.
    • Incorrect Address: Clearly state the address that was entered incorrectly.
    • Correct Address: Provide the accurate shipping address you would like to use.
    • Contact Information: Include your phone number in case we need to reach out to you.
  3. What We Can Do
    • If your order has not yet been shipped, we will update the shipping address for you.
    • If the order has already been shipped, we will inform you of the status and explore possible solutions, such as redirecting the package if it’s still in transit.
  4. Further Assistance
    If the package cannot be redirected, we may need to discuss options for reshipping the order to the correct address. In such cases, we will work with you to find the best solution.
We understand how important it is to get your order to the right place, and we’ll do our best to assist you. Thank you for reaching out, and we apologize for any inconvenience caused.
Thank you for reaching out to us. I understand that you would like to know if it’s possible to change or cancel an order after it has been submitted. Here’s how we can assist you:
  1. Order Changes:
    • We strive to process orders as quickly as possible, so if you need to make changes (such as updating the shipping address, modifying the items, or changing the payment method), please contact us immediately via email at [support@oakoaks.com]. We will do our best to accommodate your request, but please note that changes may not be possible if the order has already been processed or shipped.
  2. Order Cancellation:
    • If you wish to cancel your order, please send us an email at [support@oakoaks.com] as soon as possible. Include your order number in the email so we can locate your order quickly. If your order has not yet been shipped, we will cancel it and refund your payment to the original method of payment. However, if the order has already been shipped, we will not be able to cancel it, but you can return the item(s) once received, and we will process a refund for you.
  3. Processing Time:
    • Please note that our team processes orders promptly, so the sooner you contact us, the better chance we have of making the necessary changes or cancellations.
We apologize for any inconvenience this may cause and appreciate your understanding. Our support team is here to help, so don’t hesitate to reach out if you have any further questions or concerns.
Thank you for your interest in our products! I’m sorry to hear that the item you’re interested in is currently sold out. Here’s what you can do regarding pre-ordering:
  1. Check Product Page: Some products may have a pre-order option available directly on the product page. Look for a “Pre-order” button or a notification about future availability.
  2. Notify Me When Back in Stock: If the pre-order option isn’t available, you can usually sign up to receive a notification when the item is back in stock. There should be a “Notify Me When Available” button or a similar option on the product page. Just enter your email address, and we’ll send you an alert as soon as it’s restocked.
  3. Contact Us: If you have any specific questions or need assistance with pre-ordering, please don’t hesitate to reach out to our customer support team at support@jirsour.com . We’ll be happy to help you with any available options or provide more information about the restocking timeline.
We appreciate your interest and patience. We’re always working hard to restock popular items as quickly as possible. Thank you for choosing us!
If you need to swap an item

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