The money-back guarantee in case of delivery is outside of our time commitment

We give sellers and postal services 60 days to deliver you the parcel. If 60 days have passed since the moment of placing the order, and the goods have not arrived at your post office, please leave a request so we can process a refund.
When will I get the money?
The money will be returned to the account from which you paid within 14 days after the order changes its status to “Refunded.”
Can my request be refused?
Yes, it may be refused if more than 90 days have passed since the moment of placing your order and the warranty period has already expired.

In addition, the warranty period is indicated in the order card, which you can find on the website in your profile.
How can I leave a request for a refund?

  1. Go to “My orders”.
  2. Select an order that was not delivered within 60 days.
  3. In the order card, click “No”. A window appears in which you will be asked to enter your email address.
  4. After you do this, a refund request will be sent to our Customer Support..

The product is damaged! What should I do?

If you received a defective product (torn, broken), please, contact our Customer Support! We will analyse the situation and decide on a partial or full refund.
How do I send a support request?

  1. Go to My Orders.
  2. Choose the order that you are not satisfied with
  3. Click on the “Question by order” button in the order card, and then on the chat button in the upper right corner to start a chat with the support team.
  4. Describe the product you received and attach photo proof of your dispute.

IMPORTANT: Quality claims are accepted within 30 days after you receive the goods.
IMPORTANT: Our Customer Support agent may ask you to provide additional evidence, such as photos or videos.
Can my refund request be denied?
Yes, if:

  • more than 30 days have passed since the goods were delivered;
  • the quality of the goods corresponds to the description provided by the seller;
  • The defect of the goods cannot be identified on the provided photos / videos;
  • photos are air-brushed.

When will I get money back?
The money will be returned to the account from which you paid, within 14 days after the order changes its status to “Refunded.”

I want to return my order

If you don’t like your ordered item, or it did’nt fit, you can return it within 30 days after delivery.
How to return the item?

  1. Contact our Customer Support. Please, provide the order number for the item you want to return and the reason.
  2. Our Customer Support agent will send you the address of the seller that you need to return the goods to.
  3. After you send the goods to the seller, please, provide the parcel tracking number and a photo of the receipt to our Customer Support.
  4. Our Customer Support will proceed with the refund.

IMPORTANT: Chronolove does not cover the cost of shipping the goods back to the seller in China.
How to contact Customer Support?

  1. Go to My Orders.
  2. Select the item you would like to send back to the merchant.
  3. Click on the “Question by order” button in the order card, and then on the chat button in the upper right corner to start a chat with the Customer Support.
  4. Describe your situation and ask for the seller’s address.

Can my refund request be denied?
Yes, if:

  • more than 30 days have passed since the goods were delivered to you;
  • you sent the goods without having received the seller’s address from our Customer Service;
  • you weren’t able to provide a valid tracking number.

When will I get my money back?
The money will be returned to the account from which you paid, within 14 days after the order changes its status to “Refunded.”

I haven’t received my refund

If the status of your order is “Refunded”, then the refund from Joom has been procedeed. The money will be credited to your account within 14 calendar days.
Why does it take so long?
We are used to think that payments on the card are instant, but this is not always the case. When you buy goods in a store, the bank immediately blocks the purchase amount on your account and sends an SMS-message about the charge, but in reality the money is transferred to the seller in a few hours or even days.
Therefore, the reverse process – the return of money to the client – also takes time.
If 14 days have passed, but you still did not receive a sms-notification of a refund, please check the detailed statement of your account for the return date + 14 days.
If there is no data of the refund in the detailed statement, please, contact our Customer Support and provide us with the said statement so that we could analyse the issue. Thank you!