We ordered shoes from Joom that unfortunately were too large. The items were unworn, properly packed and returned within the required timeframe. According to the tracking information, the return shipment was successfully delivered to the seller.
Despite this, we did not receive a refund for several weeks. Multiple attempts to contact customer support resulted only in automated, generic replies and no actual solution.
Only after we escalated the case through PayPal Buyer Protection did the situation change. Shortly after that, the refund was finally confirmed and initiated.
Conclusion:
The refund was not processed voluntarily, but only after pressure from PayPal. Without buyer protection, we most likely would not have received our money back. Anyone ordering here should definitely pay via PayPal and be prepared to insist on their rights if problems arise.
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