My package arrived incomplete, or I received the wrong product.

Once in a while, sellers may mistakenly pack a different item, of a wrong colour or size. If this happened to you, then please contact Joom support. We will surely find a solution!

How do I contact Joom support?

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.

On Android:

1. Go to Profile by tapping the icon in the bottom right corner.
2. Select Help centre.
3. Tap on the chat icon in the upper right corner.

On iOS:

1. Go to Profile by tapping the icon in the bottom right corner.
2. Select Help centre.
3. Tap on the chat icon in the upper right corner.

Do not forget to include the order number, highlight the issue and attach photos of the received items and postal packaging/labels.

N.B. Quality claims can only be accepted within 30 days after the receipt of the product. Our support agents may ask you to provide additional info such as photographs and/or videos, as well as specify the photo/video requirements. In some cases, you may be asked to destroy the item or give it to the charity of your choice, both with video/photo confirmation. Please do not throw away the item until the issue is resolved.

Can my refund request be denied?

It can be if:

• More than 30 days have passed since the product delivery
• You made a mistake and picked an incorrect colour or size when placing an order
• Photo/video proof is inconclusive or of poor quality
• Images provided as evidence are modified, retouched or otherwise falsified

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.