How to get your refund on Multibanco payments

If your order was placed after November 24th, the refund will be processed and transferred to your account automatically.

For orders made before November 25th you will receive an email from Stripe, our payments partner, requesting your account’s IBAN so that the amount paid can be sent there directly. Keep an eye on your email, including your SPAM folder.

How to identify a Stripe email:

The subject of the email is always Refund from Joom, in English. The amount indicated in the subject is the amount to be refunded.

In the email, simply click submit the required information. This link will direct you to a form where you must enter your banking information.

The form is secure and the information requested will be used exclusively to receive the refund amount.

How to fill out the Stripe form:

Do not enter any special characters in any of the fields when filling out the form.

The address, for example, cannot contain a dash, ordinal signs, period or accents. In fact, the postal code must be written without a dash, just the numbers.

The IBAN must contain all 25 characters, including the 2 letters that designate the country (in this case, PT) at the beginning.

If you are unable to send the data, don't hesitate to contact us!

What to do if you haven't received any emails:

There are 3 email services that filter Stripe emails and don't even send them to SPAM:

• hotmail.com
• outlook.com (.com.br or .pt)
• sapo.pt

In the case of Microsoft emails (hotmail and outlook), you can add the Stripe and Joom address to the service's white list so that the email reaches your inbox. To do this:

1. Access your email;
2. In the top right corner, click on the “gear” icon or “Hotmail settings”
3. Option: “Display all Outlook settings”;
4. Menu: E-mail >> Junk Email;
5. In the “Safe domains and senders” list, click “+Add”;
6. Type “support@stripe.com” and press Enter, type no-reply@notifications.joom.com and support@joom.com and press Enter as well.

After doing this, you need to contact us to have the Stripe email resent to you, if your refund process had already started a few days ago.