How do I return an item?

If an item has no defects and matches the description, but you still want to return it for any reason, you can do so in accordance with your right of withdrawal.

What should I consider before returning an item?

• The item must be in its original, re-sellable condition and packaging.
• Unless the reason for your return is an item defect, the return expenses will not be covered by Joom or the seller – you will need to cover these costs.
• Certain item types cannot be returned for hygiene reasons. See the list below.
• Each order returned to China must be sent in a separate package, even if the items are from the same seller.
• For a quick and seamless refund, we recommend sending the item in a parcel with a trackable number. Otherwise, we will have to postpone the refund until the seller confirms receipt of the item you sent or even reject your refund.

When can I return the item?

Within 14 days from the delivery date, contact our support team to receive the seller's return address and instructions. From that date, you will have a further 14-day period to send the item back.

How do I return it?

On the website:

1. Log into the account with your order or create a new one.
2. Go to My orders.
3. Open the order you wish to send back. If you don't see your purchased items, click Can't see your orders?
4. Click I have a question about my order on the order page.
5. Download our app using the QR code on the screen to continue via app chat, or click Continue via form to stay on the website.
6. Fill out and submit the form. We will answer you via email.

On Android and iOS:

1. Log into the account with your order or create a new one.
2. Go to Profile → Help Centre.
3. Start a chat with our 24/7 assistant or, if available, tap the message icon in the top-right corner to open a live chat.
4. Then:

• In Support 24/7 chat: tell the assistant that you want to return an order.
• In Support Chat: click Request return or refund.

1. Select the item you wish to send back, click Product return, and pick a reason.
2. Attach photos, let us know the details, and click Submit details.
3. Follow the instructions – we will provide the return address and instructions on how to proceed.
4. Once the return is confirmed, we will refund the order. The money should be transferred back to your account within 7–14 days.

Please note: You will be responsible for any associated shipping costs.

Can my return request or refund for the returned item be declined?

Yes, if:

• You contacted us more than 14 days after you received the item.
• The item is not in a resaleable condition.
• You shipped the item to an address that was not provided by our support team.

What items cannot be returned?

To ensure hygiene and our users' safety, we are unable to accept returns for certain items, which include but are not limited to:

• Underwear, swimwear, bras, bra tops, camisoles, pyjamas, baby products, socks, compression stockings, and compression tights if the hygiene seal is not intact or any labels have been broken.
• All beauty products used for skin and body contact if they have been opened or used, or if the protective film has been damaged. Body contact includes not only intended use on the skin but also removal of the item from the packaging, e.g., with fingers.
• Contact lenses if the original packaging was opened.
• Adult products if they were unsealed after delivery.
• Body jewellery (for example, piercings or earrings) if its safety package was opened.
• Media with audio or video content if the protective film or seal has been damaged, but not the packaging.