FREQUENTLY ASKED QUESTIONS

 

DELIVERIES

-         What are delivery times and cost of shipping?

The estimated time frame for the preparation of orders placed on the website is 24-48 hours (with some internal logistical exceptions) depending on the time they are received by the JOMA systems. This does not include the time required by the Transport Agency to make the delivery to the address indicated in the order (transit time). The estimated transit time for orders placed from Spain is 48-72 hours. That is, the order will be delivered within 4-5 business days.

 With regard to shipping costs, each country has its own costs, depending on the order total. 

* JOMA does not ship to the following countries: Algeria, Andorra, Australia, Bahrain, Belgium, Hong Kong, Israel, Japan, Macau, Malaysia, Holland (Netherlands), New Zealand, Reunion, Russia, Saudi Arabia, South Korea, United Arab Emirates, United Kingdom, St Kitts and Nevis, Taiwan, Ukraine, Union Island (Saint Vincent and the Grenadines), Cuba.

-         How can I check the status of my order?

In the customer area, you can check the order status as long as you have placed your order as a registered user. If you placed your order as a guest, you can check the order status by contacting us through our Customer Service e-mail (atencioncliente@joma-sport.com) or by telephone (925 77 60 06).

 

-         I was not at home when the order arrived, can I request to have it delivered again?

Yes - access the Tipsa page and, with your tracking number, select a new delivery day. This is possible as long as the order has not been returned to our warehouse, in which case, the order amount will be refunded automatically.

 

-         What should I do if I have received a product that I had not ordered?

Contact us through our customer service e-mail (atencioncliente@joma-sport.com) or by telephone (925 77 60 06) and state the order number and the items you have received in error.

 

-         What do I do if I have still not received my order?

You can check the status of your order from the customer area as long as you have placed your order as a registered user. Or, in the event that you placed the order as a guest, you can contact us through our Customer Service e-mail (atencioncliente@joma-sport.com) or by telephone (925 77 60 06), providing us with the order number, and we will give you the information you need.

 

-        What are the delivery options?

We have two delivery options: home delivery and collect in store (as long as the store is an official Joma store). (See list of stores below.)

 

-         Can I pick up my order at a physical store?

Yes, as long as it is on the list of official Joma stores. (See list of stores below.)

 

-         Which physical stores can I pick my order up from?

Portillo, Torrijos, Calle Méjico (Toledo), Luz del Tajo (Toledo), Fuensalida, Zaragoza, Outlet Zaragoza, Guadalajara, Cuenca (both stores), Segovia, Talavera de la Reina, Alcalá de Henares, Rivas-Vaciamadrid, Capuchinos Santa Marta de Tormes (Salamanca), Bonaire, Getafe (ECI El Bercial), ECI de Preciados, ECI Puerta del Ángel, Ciudad Real, Valencia, Sagunto (Valencia), A Coruña, Sambil (Leganés), Aveiro, Puertollano and Viladecans (Barcelona).

 

RETURNS AND REFUNDS

-         How can I return an order?

If you wish to return your order, you will need to access your personal area from the top of the website (desktop) or within the main menu (mobile) through the LOGIN link. Within this section, you must proceed as follows:

-         If you registered when making your purchase or are already a registered user, you will need to enter your username (email) and password in this section.

-         If you did not register when making your purchase and you placed your order as a guest customer, you will need to enter your order number, email and postcode to access the guest customer area.

 

Once inside the customer area and provided that your order is within the return period (14 days after receipt of the order), you can click on "Request return". Once these 14 days have elapsed, the order cannot be returned and, therefore, the return process cannot be carried out through the customer area. You'll need to select which items you would like to return and the reason for returning each item. Remember that it is only possible to manage one return through the website, so the selection of items you make for the return must be final.

Once the return has been processed on the website, you will receive an email at the address with which you registered (or made the purchase as a guest) with confirmation of the request and the delivery label. This delivery note must go with the items you wish to return in a single bag/box. You can take your package prepared as indicated above to the nearest post office where they will manage its shipment to our facilities.

The deadline to manage the return of your money will be 5/10 days from the time you arrange for it to be sent from the post office and following validation by our team that the products are in good condition. Refunds will be made via the same means of payment that you used to make the purchase.

The conditions of the returned product must be as follows:

·        The products have not been used or washed in any way (the User may try on clothing and footwear without using them for sport or any other use than the mere act of trying on the garments);

·        The product is in its original packaging and in good condition (packaging that has been broken in any way will be considered in poor condition);

·        The product retains its original labels intact without tampering;

·        The product is complete. For example, returning the two items that make up a pair;

·        For hygiene reasons, we do not accept returns of Underwear and Swimwear.

 

* Italy: In the event that the user wishes to return a product, the user must process the return through "Profile" > "My orders" in the link "Request return". Once processed, the user must bear the shipping costs and send the product through the courier company of their choice according to the conditions established in these Terms and Conditions to: Corso Orbassano 215, Turin. Phone: (+39) 011 389726. The User must include in the shipment the return delivery note that will be received by email after requesting the return.

 

* Mexico: In the event that, for any reason, the user is not satisfied with the products purchased, they have a return period of fifteen (15) calendar days from the day of delivery, provided that the products meet the following requirements:

You must send the product complying with all the requirements indicated above and bearing the shipping costs (customer account charge of $199 for return cost) to: Calle Poniente 140, No. Exterior 840, No. Interior 13-C, Colonia Industrial Vallejo, Delegación Azcapotzalco, CP. 02300, Mexico City, Mexico, Tel: (55) 5719 3358, including within the shipment the completed return request that you can download in the email that you will receive after requesting the return within the "Profile" > "My orders". The return will be carried out by the postal shipping company Estafeta according to the indications described in said email.

* Other countries: Once processed, the User must bear the shipping costs and send the product via the courier company of their choice according to the conditions established in these Terms and Conditions to: Calle Ramón y Cajal, 134, 45512, Portillo de Toledo (Toledo, Spain) Tel: + 34 925 77 60 06. The User must include in the shipment the return delivery note that will be received by email after requesting the return.

 

-         Can I return the products I have purchased online to the physical store?

Products purchased through the website cannot be returned to a physical store. The return request must be made through the customer's personal area or the guest area, if you have placed the order in this way.


-         When will I receive my refund after a return?

The refund will be approved once the product has arrived at our warehouse and its condition has been checked. If it is eligible for the refund, this will be instantly reflected in your bank account.


-         Can one product be exchanged for a different one?

Yes, as long as you first contact the Customer Service department via their email (atencioncliente@joma-sport.com) or via telephone (925 77 60 06). At that time, we will tell you about the availability of the products and carry out the exchange.


-         How can I change a size?

If you want to make a change in size, you will have to return the items you want to change. If you wish to return your order, you will need to access your personal area from the top of the website (desktop) or within the main menu (mobile) through the LOGIN link. Within this section, you must proceed as follows:

-         If you registered for your purchase or are already a registered user, you will need to enter your username (email) and password in this section.

-         If you did not register when making your purchase and you placed your order as a guest customer, you will need to enter your order number, email and postcode to access the guest customer area.

 

Once inside the customer area and provided that your order is within the return period (14 days after receipt of the order), you can click on "Request return" and thus begin the process of changing the size of the item. You will need to select which items you want to change and the reason for returning each item (here you will find one that refers to the size change explicitly). Remember that it is only possible to manage one single batch of size changes through the website, so the selection of items you make to change size must be final.

Once the return has been processed on the website, you will receive an email at the address with which you registered (or made the purchase as a guest) with confirmation of the request and the delivery label. This delivery note must be placed with the items you want to change in a single bag/box. It would help us a lot and speed up timings if you indicate what size you want to receive in this same delivery note. You can take your package prepared as indicated above to the nearest post office where they will manage its shipment to our facilities.

The time frame for managing the size change is 5/10 days from the time you send it in the post office and after our team has checked that the products are in good condition. This return process is free of charge.

* Mexico: In the event that the User wants a product already purchased in another colour or size, they can make their first change without shipping costs

* Other countries: In the case of changes in size or colour the process is identical (the reason for the return will be "Size Change" in this case) with the exception that Joma will take care of the shipping costs of the changed product, so any change depends on the cooperation between both parties. Once the size change has been received at our facilities, our Customer Service team will contact the User to specify the details of the change.

* Italy: In the case of changes in size or colour the process is identical (the reason for the return will be "Size Change" in this case), with the exception that Joma will take care of the shipping costs of the changed product, so any change depends on the cooperation between both parties. Once the size change has been received at our facilities, our Customer Service team will contact the User to specify the details of the change.

 

-         How do I return a purchase made in a physical store?

It can only be returned in the physical store itself, where they will handle the return or exchange process.


-         How much does it cost to return a product?

In Spain, the first return is free of charge. In subsequent ones, the customer must bear the shipping costs. In the rest of the countries, customers are responsible for paying the costs of sending the products they wish to return.


-         How long do I have to return my order?

You will have a period of fourteen (14) calendar days to make changes or returns, without any penalty and without the need to state the reasons. From that point on, the return option will no longer be available in your customer area of the website.

*Mexico: the customer has a return period of fifteen (15) calendar days from the day of delivery.



-         Can I return an online order picked up in the physical store?

No, the process of exchange or return of any product purchased on the website must be carried out online.


-         I want to return a damaged, defective or incorrect item, how do I do it?

In the event that you have received the wrong item or a damaged item, you must contact the Customer Service department via their email (atencioncliente@joma-sport.com) or via telephone (925 77 60 06).

 

ORDERS

-        Where can I find my order number?

You can check your order number on the website, from your Customer Area or, if you do not have a customer area because you have made your purchase as a guest, through the email we sent you with the order confirmation.


-         Can I modify my order once it has been placed?

Yes, as long as it is not in the process of being prepared (the average time until we start preparing it is 15 minutes after payment of the order). To make the change, you can contact the Customer Service department via their email (atencioncliente@joma-sport.com) or via telephone (925 77 60 06).


-         Can I change the delivery address?

Yes, as long as it is not in the process of being prepared (the average time until we start preparing it is 15 minutes after payment of the order). To make the change, you can contact the Customer Service department via their email (atencioncliente@joma-sport.com) or via telephone (925 77 60 06).


-         How can I check the status of my order?

If you are a registered customer, you can check the status of your order through the Customer Area. And, in the event that you have purchased the order as a guest, you can ask us and we will tell you the status of your order. In order to do so, you can contact the Customer Service department via their email (atencioncliente@joma-sport.com) or via telephone (925 77 60 06).


-         How do I know my order has been processed?

If you are a registered customer, you can check the status of your order through the Customer Area. And, in the event that you have purchased the order as a guest, you can ask us and we will tell you the status of your order. In order to do so, you can contact the Customer Service department via their email (atencioncliente@joma-sport.com) or via telephone (925 77 60 06). Once the order has left our warehouse, you will receive an email notifying you of this.


-         Can I cancel an order?

Yes, as long as it is not in the process of being prepared. To make the cancellation, you can contact the Customer Service department via their email (atencioncliente@joma-sport.com) or via telephone (925 77 60 06).

-         What are the statuses in which my order can be found? Your order can be in three different statuses:

o  In preparation: the order has been sent to the warehouse and your order is being prepared.

o  In transit: your order has already been prepared and has left the warehouse. We will send you an email to notify you.

o  Delivered: Your order has been delivered at home.

 

-         Why has my order been cancelled?

The main reason why your order may have been cancelled is due to lack of stock (the product is out of stock and will not be replenished). For more information about the cancellation of your order, you can contact us through our Customer Service email (atencioncliente@joma-sport.com) or by telephone (925 77 60 06). In the event that your order has been cancelled, we will send you an information email with the reasons for the cancellation and the refund will be made.

 

-         Do I need to create an account to shop at Joma.com?

No, you can place any order as a guest, always indicating your e-mail and billing information (in the event you need an invoice) and shipping details.


-         How can I find the product I'm looking for on the website?

We have a search tool so that you can find any product according to your needs.


-         How do I manage my cart?

To manage anything that has to do with your cart content, go to the cart icon in the top right corner of any page. From there you can:

·        If you want to delete a product, click the trash can icon to the right of the product.

·        If you want to change the number of units of a product, click on the quantity box to the right of the product and press the + or – icon depending on the units you want to increase or decrease.

  • To enter a promo code, you can do so in the box next to the products in your cart. Enter the code where it tells you and click on "validate". If your code has been applied, it will appear in green and you will be able to see the discount applied to the products of your order. In the event that it has not been applied, it will appear in red and you must check the conditions of the offer (there are cases in which there is a minimum purchase amount or products to which the coupon cannot be applied); if it meets all the requirements and still cannot be applied, you can contact us through our Customer Service email (atencioncliente@joma-sport.com) or via telephone (925 77 60 06) and we will help you solve the problem.

-        Why can't I find my order in my order history?

This may be because you placed the order as a guest. If you need to enquire about an order and cannot find it, you can contact the Customer Service department via their email (atencioncliente@joma-sport.com) or via telephone (925 77 60 06).

 

 

PAYMENT METHODS

-        What payment methods are available?

We have three ways in which you can make a payment: PayPal, credit/debit card and Bizum (Spain only).


-        Can I enter a different delivery and billing address?

Yes, you can indicate two different addresses, one for delivery (in the first step of the purchase, in the "shipping" part) and one for invoicing (in the second part of the process, in the payment part, mark the "I need an invoice" option and fill in the corresponding details).


-        When will I be charged?

You will be charged at the time of ordering.


-        Will I receive a copy of the invoice?

You will receive a copy of the invoice by e-mail when the order leaves our warehouse, provided you have requested it. In the event that you have not requested an invoice, we will not be able to create or modify one once the order has been processed. In addition, you can download your invoice through the customer area if you are registered or if you have made a purchase as a guest, in the right square that indicates "Check the order" on the log in screen.

 

SIZE GUIDE

-        Women's clothing size guide

-        Men's clothing size guide

-        Children's clothing size guide

 

 

PRODUCT

-         Is it possible to reserve a product while waiting for stock to be replenished?

No, you can only purchase products that are available on the website.

-         How can I find out whether an item is in stock?

By clicking on the item, on the product information page. Available sizes can be added to the cart.


DISCOUNT CODE AND GIFT CARDS

-        How can I use my promo code?

You can enter your promo code once you are viewing the cart, prior to completing the purchase process, in the section that indicates "promotional code." Press the "validate" button to apply the code to the purchase. If your code has been applied, it will appear in green and you will be able to see the discount applied to the products of your order. If it has not been applied, it will appear in red and you must check the conditions of the offer (there are cases in which there is a minimum purchase amount or products to which the coupon cannot be applied); if it meets all the requirements and still cannot be applied, you can contact us through our Customer Service email (atencioncliente@joma-sport.com) or via telephone (925 77 60 06) and we will help you solve the problem.


-         What do I do if my promo code doesn't work?

Before you ask us, check the conditions of the offer first, as, depending on the type of promotion, the promo code may not apply to a certain product group for example. In the event that your purchase meets all the requirements and the code does not work, you can contact the Customer Service department via their email (atencioncliente@joma-sport.com) or via telephone (925 77 60 06).


-         What happens to my discount coupon if I return an order or my order is cancelled?

In the event that you have returned or cancelled the order, the code is considered to have been used and you will not be able to use it again. If the reason is unrelated to you, please contact us and we will generate one manually. You can contact the Customer Service department via their email (atencioncliente@joma-sport.com) or via telephone (925 77 60 06).

 

SUBSCRIPTIONS

-         How do I subscribe to the Joma Newsletter?

If you scroll to the bottom of the homepage of our website, you will find a section on our Newsletter. Click the subscribe button, enter your details and start enjoying the benefits of being a Joma Sport member.


-         How do I create an account?

Go to the Login tab at the top right of the website’s homepage. In the "New customers" section, click on the "register" button and enter the necessary details. You will receive an account confirmation email and after this, you will be registered and ready to shop on our website.


-         How do I reset a password?

Go to the "login" section and in the registered customers section, click on "Have you forgotten your password?" to tell us your email. We will then send you an email so that you can reset your password.


-         How do I change my account preferences?

Click on the name you have registered with in the upper right corner of the page and go to the "My account" section. From there, you can edit your details, view your orders, view your Wishlist, and change your account preferences in the preferences tab.


-         How can I stop receiving subscriptions and other promotions?

To stop receiving subscriptions and promotions you can cancel your subscription from here (link)