Why can't I track my order?

Don't worry if you can't see any tracking info right after the package is dispatched, this is quite normal and you will definitely see updates soon after.

Packages are tracked in different ways, depending on the shipping service picked by the merchant. Sometimes it may seem that your package is stuck in China, but it's actually still moving towards you, and will be delivered to you after a certain period of time.

If the non-delivery warranty is already active and there's still no sign of your package, let us know by clicking the button below.

How do I request a refund?

1. Go to My orders.
2. Select an order that has not been delivered.
3. Select No on the Have you received this order? tab .

Once this is done, the Joom support team will assist you ASAP.

When will I receive a refund?

If the refund request is approved and you chose a monetary refund, the money will be returned to the account you used for payment within 14 days after the return is processed. In most cases, the money is returned within just a few days.
If you choose a refund in points, they will be credited instantly.

Can my request for a refund be denied?

Yes, this is possible if you're requesting a refund for the order with an expired non-delivery warranty.

You can read about our non-delivery warranty here: What is a non-delivery warranty?