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 do I get my money back?

Your money will return to your card/account within 7–14 days after a refund is issued.