Ordering from Joom in Europe: delivery times, customs fees and returns
Joom is a marketplace, not a single warehouse. Items come from many sellers, and a lot of them are shipped from outside the EU. That changes what you should check before paying: how long the seller gets to dispatch, which date Joom treats as the end of its delivery guarantee, what happens at customs and how a return works. We read the help pages of joom.com in October 2026 and collected the points below. Joom can change them at any time, so the order card in your account is always the final word.
Dispatch and delivery times
Joom gives sellers up to 10 days to prepare an order and pass on a tracking number. In some cases this can take up to 15 days, and public holidays such as Chinese New Year can add more. If an order still shows "Waiting for dispatch" after that period, Joom asks you to contact support so the money can be refunded.
There is no single delivery time for the whole shop. Product and order pages show two dates instead: an estimated delivery window, which is the period when most parcels arrive, and a guarantee date. The window can move if the first date is missed. The guarantee date almost never changes, so it is the one to look at before you buy.
The non-delivery guarantee
According to the help page, Joom gives sellers and carriers 85 days after purchase to deliver. If that time has passed and the parcel is neither delivered nor waiting at a post office, you can request a refund under "My orders" by answering "No" to "Did you receive this order?". The money goes back to the account you paid from within 14 days. A claim can be rejected once more than 99 days have passed since the purchase. The help page marks these day counts with an asterisk, so check your own order card.
Customs and import fees
Joom says it does not charge customs duties itself and cannot pay them for you. For items shipped from outside the EU the help centre describes new rules: since 1 July 2026 a duty of €3 applies to goods worth €150 or less excluding VAT, and from 1 November 2026 an additional handling fee of €2 per item applies regardless of value. Joom writes that it already adds these charges at checkout for most affected items, so you normally pay nothing extra at the door, and that a full breakdown is on your invoice. Items sent within the EU are not affected. If a carrier asks for customs charges anyway, keep every document and send it to Joom support.
Returns and refunds
If an item is not defective and matches its description, you can still send it back under your right of withdrawal. Contact Joom support within 14 days of delivery, receive the seller's return address, and you then have another 14 days to ship it. The product must be in original condition, resaleable and in its original packaging. If the reason is not a defect, you pay the return postage. Some hygiene items are excluded once opened, for example underwear, swimwear, cosmetics, contact lenses and erotic products. After approval the refund should arrive within 7 to 14 days.
Joom's terms add a voluntary quality guarantee for defects: 30 calendar days for products delivered to European countries except Germany, Austria and Switzerland, 180 days for Germany and 360 days for Austria and Switzerland.
Payment and currency
You can pay by credit or debit card, Apple Pay or Google Pay, bank transfer and Sofort/Klarna (Pay Now). In the app and on the website you can switch the display currency in the settings.
| At a glance | Joom |
|---|---|
| Seller dispatch time | up to 10 days, sometimes 15 |
| Delivery guarantee | 85 days after purchase (check your order card) |
| EU import charges | €3 duty and €2 handling fee on shipping into the EU, added at checkout for most items |
| Return request | within 14 days of delivery |
Using cashback
Open the Joom page at daily cashback. It shows the current rate (up to 12.5%) and the offers we found, each with the date it was last checked. Press the shop button there, then browse and pay as usual. In your free account the cashback first appears as open and turns confirmed once Joom has reported the order. A returned item reduces the amount for that item.
A few practical tips
- Look at the guarantee date on the product page, not only at the estimated window.
- Order urgent items separately, since sellers ship on their own schedule.
- Keep the tracking number and the photos of any defect, because support asks for them.
- Finish the purchase in one visit and pause your ad blocker, as either can break the cashback click.