I can't find my orders

Don’t worry, orders can’t disappear without a trace!

There are three possible explanations:

1. You hid the order in the “Orders” section of the Joom app.

You can make it visible again by going to Orders → Can’t see your orders? → Show hidden orders.

1. You previously submitted a request to delete your personal data.

Unfortunately, in this case the orders cannot be made visible again, but our support team can help you track your active orders.

1. You are signed in to a different profile.

You can shop on Joom either while signed in or without signing in. Try to remember how you accessed the website or app before making the purchase, then sign in using the same method.

What should I do if I don’t remember how I signed in?

Open your email and look for a message from Joom — we send emails from no-reply@notifications.joom.com
If you find one, try signing in to Joom using the email address where you received it. If you don’t remember your password, you can reset it by tapping the relevant button in the sign-in window.
If you still can’t sign in or there are no orders in that profile, first try signing in with Google using the same email address, or sign in through the social media account linked to that email address.

What should I do if I still can’t remember how I signed in? How can I regain access to my orders?

Open the “Orders” tab in the app and tap “Can’t see your orders?”. On the website, click here. Then follow the steps shown in the app or on the website:

• You will need to enter an order number. Any order number will work, and you can find one in the emails from Joom in your inbox. Then check the email address where we will send the access recovery message.
  If the email does not arrive, tap “I’m not receiving the email” and enter the email address you used when placing your most recent orders. We will send the access recovery message to that address.
• If the email still does not arrive, tap “I’m not receiving the email” again and enter the phone number you used when placing your orders. We will resend the email that allows you to regain access to your orders.
• If the email still does not arrive, or you do not remember which details you entered before, tap “I’m not receiving the email” once more and complete the form with additional information: your first and last name, the recipient’s address, the name of an item from the order, the payment date, and the payment amount. Also check the phone number, order number, and email address. Tap “Find order” and wait for a response from our support team.
• If you cannot find an order number, tap “Search by email address” right away. The remaining steps are the same as described above.

Why might items disappear from my cart?

If you added items without signing in, you will lose access to them after changing devices or deleting the app.

Please note that the cart shows no more than 100 items. If your cart contains more than 100 items, we recommend moving the items you are not planning to buy right now to “Favourites” so that you can see the rest.