One of the orders is missing from a consolidated parcel. What should I do?

If one of the orders that were supposed to arrive in a consolidated parcel is missing, make sure to get in touch with our support team.

How do I get in touch with them?

We encourage you to visit our Help Centre via Joom website (click here) or engage in a live chat with our dedicated customer service team within our mobile application. Make sure to:

• Describe the issue in detail
• Attach photos of the rest of the items you received and the package with the shipping labels on it

N.B. You have to contact us while the non-delivery warranty is still active. If you already received the package with the same tracking number as the missing item — don't wait for a separate package or for the non-delivery warranty of the missing product, just get in touch with us right away.

Can my inquiry be declined?

It can if:

• The non-delivery warranty has already expired
• The proof you've provided is inconclusive

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.