Joom tracking

What is Joom?

Joom is an international marketplace specializing in cross-border e-commerce, offering European consumers direct access to millions of products primarily from Asia and Europe. Founded in June 2016 in Latvia by Ilya Shirokov, a Russian entrepreneur and Stanford graduate, the platform quickly established itself as a major player in low-cost e-commerce in Europe. The company experienced rapid growth from its early years, becoming Europe's most downloaded shopping application in 2018 with over 56 million installations that year.

Joom's business model is based on direct connection between sellers, primarily based in China, South Korea, and Turkey, and European buyers seeking competitively priced products. This approach eliminates traditional intermediaries and offers unbeatable prices across an extremely varied range of items: clothing, fashion accessories, electronics, household goods, costume jewelry, gadgets, and many other categories. The platform distinguishes itself with a decidedly mobile-first positioning, with approximately 83% of transactions conducted via the mobile application according to Médiamétrie data.

• Date of creation: June 2016, with initial launch targeting the Russian market before rapid European expansion
• Founder: Ilya Shirokov, Russian entrepreneur and company president, Stanford graduate
• Historical headquarters: Riga, Latvia, where the company is registered as SIA JOOM
• Current headquarters: Lisbon, Portugal, since late 2022, with investment of over 160 million euros in the country
• Employees: Approximately 440 employees spread across several offices worldwide, including 160 in Portugal
• Users: Over 400 million registered users on iOS, Android, and web, with several tens of millions of active monthly users

Joom's history is marked by aggressive expansion strategy and remarkable ability to adapt to different European markets. The application was launched in France, Spain, and Germany as early as 2017, just one year after the company's creation. This rapid deployment is explained by innovative technology approach and fine understanding of European consumer expectations regarding low-cost online shopping. The application has been downloaded over 150 million times in the European region, testament to the enthusiasm generated by the platform.

The Joom Group has diversified over the years and now consists of three main business activities. Joom Marketplace constitutes the historical core business, offering products from Asia and Europe to consumers. In 2021, the company launched JoomPro, a turnkey technology solution for B2B product imports from China, currently available in the Brazilian market. The same year, Joom created Onfy, a pharmaceutical marketplace operating in Germany under the official name Joom Pharm Solutions GmbH. This diversification illustrates the group's ambition to become a global e-commerce player, beyond its historical marketplace.

Financially, Joom has exceeded one billion euros in sales volume, according to data from the independent Cross Border Europe network. The platform's online revenue represents several hundred million euros annually. The company has offices in several strategic countries: China, Hong Kong, Brazil, United States, and Germany, in addition to its Portuguese headquarters. This international presence allows Joom to maintain close relationships with its sellers while optimizing its logistics operations on a global scale. Massive investment in Portugal, with over 200 million euros injected in total, confirms the company's commitment to anchoring itself permanently in Europe and strengthening its credibility with European consumers and regulators.

Which countries does Joom deliver to?

Joom offers particularly extensive geographic coverage, serving over one hundred countries worldwide through its Joom Logistics subsidiary. The platform has developed with a progressive international growth strategy, prioritizing European markets before expanding its presence to other continents. This global expansion allows consumers in numerous countries to access the vast catalog of products offered by marketplace sellers, with direct delivery to their homes.

In Europe, Joom is particularly active and has localized sites in the continent's main markets. France, Germany, Spain, Italy, and the United Kingdom constitute the platform's historical markets, where it has established a loyal customer base. Nordic countries, Benelux countries, Portugal, Austria, Switzerland, and Eastern European countries are also served. Joom offers localized versions of its website and application in the languages of major markets, facilitating the shopping experience for local consumers.

• Western Europe: France, Germany, Spain, Italy, Portugal, Belgium, Netherlands, Luxembourg, Switzerland, Austria
• Northern Europe: United Kingdom, Ireland, Sweden, Norway, Denmark, Finland
• Eastern Europe: Poland, Czech Republic, Hungary, Romania, Bulgaria, and other countries in the region
• North America: United States and Canada, with dedicated shipping services
• Oceania: Australia and New Zealand
• CIS countries: Russia (historically the first market), Ukraine, Kazakhstan, and other Commonwealth of Independent States countries

Products sold on Joom come from numerous supplier countries. China represents the primary source of supply, with thousands of sellers based in major production centers like Shenzhen and Yiwu. South Korea is another important source, particularly for beauty products, accessories, and electronics. Turkey has established itself as a strategic hub for Joom, both for selling textile products and for logistics routing to Europe. Sellers based in Thailand, Japan, and several European countries such as Great Britain, Germany, Italy, France, and Spain complete the marketplace's offerings.

To ensure delivery to all these countries, Joom Logistics has developed a network of strategic infrastructure. Sorting and distribution centers are located in China (Shenzhen, Yiwu), Hong Kong, South Korea, Turkey, and Europe, particularly in France. This network optimizes logistics flows and reduces delivery times by bringing inventory closer to consumer markets. Packages destined for Europe can thus be consolidated and then redistributed from European warehouses, significantly accelerating the final delivery phase compared to direct shipment from Asia.

Joom Logistics handles approximately 10 million shipments monthly to over 100 countries, testament to the scale of the platform's logistics operations. This processing capacity allows Joom to maintain free shipping on the majority of its products, a major commercial argument that contributes to customer loyalty. Geographic restrictions are relatively limited, although certain destinations may be subject to longer delivery times or particular conditions depending on customs agreements and local logistics partnerships.

Which carriers does Joom use?

Joom made the strategic choice to develop its own logistics infrastructure through its Joom Logistics subsidiary, created in 2018 and based in Hong Kong. This approach allows the platform to control the entire shipment routing chain, from collection with sellers to final delivery to the customer. Joom Logistics thus manages shipments for the vast majority of orders placed on the marketplace, offering an integrated solution that greatly simplifies the experience for both sellers and buyers.

Unlike other marketplaces that allow sellers to freely manage their shipments, Joom centralizes logistics through its own network. Concretely, when a customer places an order, the seller hands over the package to Joom Logistics which takes charge of its routing through an optimized circuit: collection at local warehouse in Asia, sorting, consolidation with other shipments to the same destination, export by air freight, customs clearance, then transfer to a local partner for final delivery. This end-to-end control allows Joom to guarantee better traceability and reduce delivery incidents.

• Joom Logistics: Proprietary shipping service ensuring international transport and coordination of the entire logistics journey
• SF Express: Chinese carrier used for collection and express transport from China
• Yun Express: Cross-border e-commerce specialist ensuring routing from Asia to Europe
• ePacket China Post: Economic Chinese postal service for light international shipments
• Flyt Express: Logistics solution for cross-border e-commerce
• DHL: International carrier used for certain express shipments or to specific destinations
• PostNL: Dutch postal service ensuring final distribution to the Netherlands and certain neighboring countries
• Hermes: European carrier partner for last-mile delivery in Germany and the United Kingdom
• Correos: Spanish postal service for distribution in Spain
• Bpost: Belgian postal service for shipments in Belgium
• La Poste / Colissimo: French postal services for final distribution in France

This hybrid logistics model combines the efficiency of centralized international transport managed by Joom Logistics and the local expertise of national postal services or private carriers for the final delivery phase. The choice of last-mile partner depends on the destination country, shipment volumes, and existing commercial agreements. A Joom package can thus be handed over to the national postal service or another local carrier after arriving in the territory via Joom Logistics circuits.

One advantage of this system is that the buyer generally does not need to worry about carrier selection. The Joom platform automatically selects the best routing circuit based on destination, package weight, and desired timeframes. The customer receives a unique tracking number distinct from the order number, allowing them to track their package throughout its journey, from the seller's warehouse to their mailbox or pickup point. Tracking information is consolidated in the Joom application, even when the package switches carriers for the final delivery phase.

For sellers, Joom Logistics represents a turnkey solution that greatly simplifies product exports. The logistics subsidiary handles customs procedures, shipping document preparation, international freight, and coordination with local partners. Merchants only need to drop off their packages at a Joom Logistics pickup point or designated warehouse, with the rest managed automatically by the system. This approach has allowed Joom to attract over 7,500 active sellers who regularly use its logistics services.

What are Joom's delivery timeframes?

Delivery timeframes on Joom vary considerably depending on the product's origin, final destination, and chosen shipping method. Since the majority of items sold on the platform come from Asia, primarily China and South Korea, customers should generally expect longer delivery times than purchases made from local sellers. This characteristic is inherent to the cross-border commerce model practiced by Joom and constitutes the trade-off accepted by buyers in exchange for particularly attractive prices.

On average, European customers can expect to receive their Joom order within 20 to 25 business days for standard shipping. Timeframes announced by the platform generally range between 15 and 45 days depending on sellers and products. For packages originating from China or Korea, typically expect between 12 and 23 business days with standard delivery service. These estimates may vary depending on factors such as weather conditions, available air transport capacity, customs clearance delays, and the time of year.

• Standard shipping from Asia: 15 to 45 days on average, with most shipments completed between 20 and 25 days
• Express delivery: 7 to 21 days for accelerated options when available on the product
• Shipping from Europe: 4 to 5 days only for items shipped from European warehouses
• Seller shipping time: Merchants have 8 to 10 days to ship the package after order
• Peak periods: Additional delays may apply during major shopping events like Singles Day or year-end holidays

Joom offers multiple shipping methods to meet different customer needs. The standard Joom method constitutes the most common option, offering a good balance between cost and timeframe. The Joom economy method represents the slowest but also least expensive alternative, recommended for low-value items where delivery time is not critical. This option generally offers limited tracking. Finally, the Joom express method, when available on an item, significantly reduces timeframes through priority air transport and accelerated processing at each logistics stage.

One key factor influencing timeframes is customs clearance. All packages from countries outside the European Union must be cleared upon arrival in European territory. Joom Logistics prepares necessary documents and facilitates this procedure, but random inspections can cause additional delays. Since new European VAT regulations for low-value shipments took effect, customs clearance processes have been strengthened, which can sometimes extend timeframes by a few days.

Items shipped from European warehouses benefit from considerably reduced timeframes, often around 4 to 5 days. Joom has developed local inventory in Europe for certain popular product categories, thus able to offer fast delivery comparable to traditional e-commerce players. This local stock strategy is developing progressively and should eventually reduce average timeframes on many items. To identify these fast-delivery products, customers can filter their searches or note mentions indicating shipment from Europe.

It is important to note that Joom guarantees delivery within a maximum of 75 days. If a package is not delivered within this timeframe, the customer can automatically request a full refund. This guarantee provides additional protection to buyers and demonstrates the platform's confidence in its ability to deliver the vast majority of orders on time.

What are Joom's shipping costs?

One of Joom's main commercial arguments lies in its free shipping policy on the vast majority of products offered on the platform. Unlike many e-commerce sites that charge shipping fees based on weight, dimensions, or destination, Joom chose to integrate logistics costs into product prices. This transparent approach allows customers to know the total cost of their purchase when viewing the product sheet, without unpleasant surprises at checkout.

This shipping free applies regardless of order amount, including for very low-value purchases. There is no minimum purchase threshold to benefit from free shipping, which distinguishes Joom from many competitors imposing a shopping cart minimum. A customer can thus order an item for just a few euros and receive it at home without additional shipping charges. This aggressive pricing policy partly explains the platform's success with consumers seeking bargains.

• Standard shipping: Free on virtually all products, with no minimum purchase required
• Express shipping: Additional fees may apply for accelerated delivery options, with amount varying by seller and destination
• Customs and tax fees: Not included in displayed price, customer's responsibility according to destination country regulations
• VAT: Applied in accordance with European legislation for shipments to the European Union

However, while shipping itself is free, customers should be aware that additional fees may apply when importing packages. Indeed, orders shipped from countries outside the European Union are subject to customs duties, import taxes, or VAT, in accordance with the destination country's legislation. Since July 2021, the European Union eliminated VAT exemption for shipments under 22 euros, meaning all imported packages are now subject to VAT from the first euro.

Joom strives to facilitate tax payment by working with customs authorities and local carriers. In many cases, VAT is now collected at time of purchase and remitted to tax authorities, avoiding additional charges for the customer upon package receipt. However, for certain shipments, particularly those of higher value, customs clearance fees or additional taxes may be claimed by the local carrier. It is therefore advisable for customers to check their country's customs regulations before ordering high-value items.

For sellers, Joom Logistics offers a competitive pricing grid that allows them to offer free shipping while preserving their margins. Logistics fees charged to merchants depend on package weight, destination, and shipment volume. Regular sellers often benefit from preferential rates based on their history and activity volume on the platform. This consolidation of logistics flows allows Joom Logistics to optimize transport costs and pass these savings across the entire ecosystem.

What are Joom's delivery options?

Joom offers multiple delivery options to adapt to customer preferences and constraints. The most common delivery method remains home delivery, where the package is routed directly to the address provided by the customer when placing their order. Depending on the local carrier responsible for final distribution, the package can be delivered by hand, deposited in the mailbox if its size permits, or result in a delivery notice if the recipient is absent.

Pickup point delivery constitutes a practical alternative for customers who are not often home or who prefer to collect their packages from a local retail location. This option allows customers to retrieve their order from a partner pickup point during extended hours, avoiding problems related to failed delivery attempts. Availability of this option depends on the destination country and the local carrier responsible for final distribution. Packages can be deposited at various pickup point networks depending on the country and partner used by Joom Logistics.

• Home delivery: Default option with package delivery to address provided when placing order
• Pickup point delivery: Collection at a partner retail location, available depending on countries and carriers
• Mailbox deposit: For small packages whose dimensions allow direct deposit without signature
• Post office delivery: Possibility of pickup at local post office if package is deposited there after delivery attempt
• Automated lockers: In certain countries, packages can be deposited in parcel lockers accessible 24/7

Package tracking constitutes a central element of the Joom delivery experience. Each order receives a unique tracking number, distinct from the order number, allowing customers to track their package throughout its journey. Customers can check their delivery status directly in the Joom application or on the platform's website, in the "My Orders" section. Status updates are displayed in real time and correspond to different stages completed by the package: seller handover, arrival at sorting center, departure for destination country, customs clearance, local distribution, etc.

Joom sends automatic notifications to customers with each important package status update. These alerts can be received by email or via push notifications on the mobile application, according to preferences configured by the user. This proactive communication allows customers to track delivery progress without regularly logging in to check their order status. In case of problems or abnormal delays, customers are thus informed quickly and can contact customer service if necessary.

For packages requiring signature upon receipt, the recipient must be present during the delivery attempt. If absent, a delivery notice is generally left indicating the terms for pickup or package redelivery. Some carriers offer redelivery scheduling options or deposit with a neighbor, but these features depend on the local partner and are not systematically available for Joom packages. Customers concerned about missing their delivery can prioritize the pickup point option when offered.

What should I do if my Joom order is lost or damaged?

Joom has implemented a buyer protection policy designed to cover situations where an order does not arrive at destination or arrives damaged. This guarantee constitutes an important element of trust for customers ordering products shipped from the other side of the world and who could legitimately worry about risks related to international transport. The platform commits to fully reimbursing orders not delivered within the set timeframes or presenting defects upon receipt.

If your package has still not arrived after 75 days following your order date, you are automatically eligible for a full refund. This 75-day period represents the maximum duration granted to sellers and logistics services to deliver the package to its recipient. Beyond this timeframe, Joom considers delivery to have failed and proceeds with reimbursement upon customer request. However, it is important to report the problem within a reasonable timeframe: if you wait more than 85 days after ordering without reporting non-delivery, Joom reserves the right to refuse reimbursement.

• Deadline to report non-delivery: Between 75 and 85 days after order to be eligible for automatic reimbursement
• Deadline to report damaged product: Upon package receipt, while preserving packaging and label as proof
• Reimbursement timeframe: Between 7 and 14 days after claim validation
• Reimbursement method: To the same payment method used at purchase

To file a claim, the procedure is relatively simple and takes place entirely via the Joom application or website. Log into your account, go to the "My Orders" section, and select the order in question. Then click "Question about order" or "Technical support" depending on the interface. A "Chat" button will allow you to start a conversation with customer service to explain your problem. You can also use the "Report a problem" option directly from the order details page.

In case of a damaged or non-compliant product, Joom may ask you to provide photographic proof. It is therefore strongly advised to take photos of the package and its contents upon receipt, especially if you notice damage to the packaging. Do not throw away the shipping label or packaging before verifying that the product matches your order and works properly. These items may be requested to process your claim and obtain a reimbursement or product replacement.

Reimbursement is always made via the same payment method used for the original order. If you paid by credit card, the amount will be recredited to your card. If you used PayPal, the reimbursement will be deposited to your PayPal account. The processing time is generally 7 to 14 days after your customer service request is validated. For order cancellations made before shipment, reimbursement is also completed within 7 to 14 days.

It should be noted that Joom may offer different solutions depending on the nature of the problem: partial refund if the product is usable despite a minor defect, replacement product, or full reimbursement with or without return of the defective item. The proposed solution depends on product value, problem nature, and evaluation made by customer service after reviewing your file. In the majority of cases, for low-value items, Joom proceeds with reimbursement without requiring product return, greatly simplifying the process for the customer.

How to contact Joom?

Joom provides its customers with multiple contact channels to answer their questions and resolve their issues. The platform's customer service is primarily accessible digitally, consistent with the company's mobile-first positioning. The company has favored asynchronous and online communication methods, better suited to an international customer base spread across different time zones and speaking different languages.

The most effective way to contact Joom customer service is using the integrated chat on the application or website. This messaging system allows direct communication with an adviser who can access your order history and handle your request personally. To access the chat, log into your Joom account, go to the "My Orders" section, select the order in question, then click "Question about order" or "Chat". This method ensures your request is associated with the correct order and facilitates handling by the support team.

• Online chat: Accessible from mobile application or website, in "My Orders" section then "Question about order"
• Email: [email protected] for general requests or claims requiring written follow-up
• Help center: Comprehensive FAQ accessible at joom.com/en/faq covering most frequent questions
• Free number: 08 00 74 69 93 to leave a voice message (limited service, no direct answer)
• Social media: Presence on major social platforms for general questions

The [email protected] email constitutes an alternative for customers preferring traditional written exchanges or encountering chat difficulties. This channel is particularly suited for complex requests requiring attachment submission such as photos or documents. Email response times may however be longer than real-time chat. It is advisable to include your order number, precise problem description, and information enabling system identification in your message.

Joom also offers a particularly comprehensive online help center, accessible at joom.com/en/faq. This knowledge base groups detailed articles answering the most frequent user questions: order tracking, delivery times, refund procedures, payment methods, account creation, etc. Before contacting customer service, it is often useful to consult this FAQ which allows quick answers to common questions without waiting for adviser availability.

It is important to note that Joom does not have a traditional telephone service with advisers available directly. The number 08 00 74 69 93 only allows leaving a voice message. This absence of real-time telephone support may frustrate some customers accustomed to reaching an interlocutor immediately, but fits the logic of a digital company optimizing operating costs to maintain low prices. Chat remains the preferred channel for obtaining quick and personalized assistance.

For questions regarding a specific seller or particular product, Joom also allows direct contact with the merchant via platform messaging. This feature is useful for obtaining product details before purchase or communicating with the seller in case of post-purchase problems. However, for questions related to delivery, payment, or refunds, it is preferable to contact Joom customer service directly, which has the necessary tools to handle these requests.

Understanding tracking statuses

When tracking a Joom package online, different statuses may appear. Here are the main statuses and their meaning: