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 depends on the destination country.
The shipping costs of the order depends on the value of the order placed.
* 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, 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 (customerserviceuk@joma-sport.com) or by telephone (0161 763 5348).
- I was not at home when the order arrived, can I request to have it delivered again?
Yes - access the DHL website 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 (customerserviceuk@joma-sport.com) or by telephone (0161 763 5348) 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 (customerserviceuk@joma-sport.com) or by telephone (0161 763 5348), providing us with the order number, and we will give you the information you need.
- What are the delivery options?
We have only one delivery option: home delivery.
RETURNS AND REFUNDS
- How can I return an order?
Summary of some of your key rights:
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you’re entitled to the following:
- up to 30 days: if your goods are faulty, you can get a refund;
- up to six months: if it can’t be repaired or replaced, then you’re entitled to a full refund in most cases;
- up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.
For more detailed information on your rights and what you should expect from us, please:
- contact us using the contact details provided in these Terms and Conditions; or
- visit the Citizens Advice website www.citizensadvice.org.uk or call 0808 223 1133.
Nothing in this contract affects your legal rights if the goods are faulty. You may also have other rights in law.
If your goods are faulty, please contact us provided in these Terms and Conditions.
Cancellation, Exchanges or Returns:
You have the right to cancel a contract within 14 days without giving any reason. However, for some goods you do not have the right to cancel or you may lose the right to cancel in certain circumstances. This is further explained below.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the Products.
To be eligible for return, the Product must meet the following conditions:
- Unused and Unwashed: Products must not have been used or washed. You may try on clothing and footwear, but not for sports or any activity beyond fitting.
- Original Packaging: The Product must be returned in its original packaging and in good condition. Packaging that is opened, torn, or otherwise damaged will be considered unacceptable.
- Intact Labels: All original labels must remain attached and untampered with.
- Complete Items: The Product must be returned in full. For example, both items of a pair must be included.
You do not have the right to cancel in respect of the following goods and will not be entitled to a refund unless such goods are faulty:
- goods that are made to your specifications or which are clearly personalised; and
- goods received sealed for health protection or hygiene reasons (eg underwear, swimwear, socks), once you remove or break the seal.
Return Procedure
If you wish to return a Product, you must initiate the process via your account by navigating to "Profile" > "My Orders" and selecting the "Request Return" option.
Once the return request has been submitted, you will receive a return form by email, which must be completed and included in the shipment.
Please note that:
- Shipping costs for the return are the responsibility of the User.
- The Product must be sent using a courier service of your choice, in accordance with the conditions outlined in these Terms and Conditions.
- Returns should be addressed to: Aguila Sport UK Ltd, Unit 23, Bury Business Centre, Kay Street Bury, BL9 6BU.
- 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 accepted. It will take a certain time(it depends on the bank institution) to see your money reflected in your bank account.
- How much does it cost to return a product?
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.
- 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 (customerserviceuk@joma-sport.com) or via telephone (0161 763 5348).
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 (customerserviceuk@joma-sport.com) or via telephone (0161 763 5348).
- 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 (customerserviceuk@joma-sport.com) or via telephone (0161 763 5348).
- 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 (customerserviceuk@joma-sport.com) or via telephone (0161 763 5348).
- 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 (customerserviceuk@joma-sport.com) or via telephone (0161 763 5348). 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 (customerserviceuk@joma-sport.com) or via telephone (0161 763 5348).
- 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 (customerserviceuk@joma-sport.com) or by telephone (0161 763 5348). 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 (customerserviceuk@joma-sport.com) or via telephone (0161 763 5348) 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 (customerserviceuk@joma-sport.com) or via telephone (0161 763 5348).
PAYMENT METHODS
- What payment methods are available?
We have three ways in which you can make a payment: PayPal and credit/debit card.
- 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
- 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
- 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 (customerserviceuk@joma-sport.com) or via telephone (0161 763 5348) 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 (customerserviceuk@joma-sport.com) or via telephone (0161 763 5348).
- 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 (customerserviceuk@joma-sport.com) or via telephone (0161 763 5348).
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. Please, contact the Customer Service department via their email (customerserviceuk@joma-sport.com) or via telephone (0161 763 5348).