FREQUENTLY ASKED QUESTIONS
DELIVERIES
- What are delivery times and cost of shipping?
The estimated times for the preparation of orders placed on the Website, are 24-48 hours (except for internal logistical exceptions) depending on the time of receipt of the same in JOMA SOCCER USA systems. The time required by the transport agency to deliver the goods to the address specified in the order (transit time, between 3-7 days for US orders) must be added to the preparation time.
Shipping costs will be calculated at checkout based on your delivery address, the weight of your order, and the shipping service you choose.
For orders over $150, shipping is FREE — this offer applies only to orders shipped within the 51 U.S. states.
- 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 jomasoccerusa@gmail.com or by phone 818-726-9388.
- I was not at home when the order arrived, can I request to have it delivered again?
Yes - access the USPS, UPS or FEDEX 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 jomasoccerusa@gmail.com or by telephone 818-726-9388 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 jomasoccerusa@gmail.com or by telephone 818-726-9388, providing us with the order number, and we will give you the information you need.
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 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 billing 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 address.
The deadline to manage the return of your money will be 3-5 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.
RETURN ADDRESS. 10415 Commerce ave, Unit 5, Tujunga CA 91042, USA. The User must include in the shipment the return delivery note that will be received by email after requesting the return.
- When will I receive my refund after a return?
The refund will be approved once the product has arrived at our address 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.
- Can one product be exchanged for a different one?
Yes, as long as you first contact the Customer Service department via their email jomasoccerusa@gmail.com or via telephone 818-726-9388. At that time, we will tell you about the availability of the products and carry out the exchange.
- 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 jomasoccerusa@gmail.com or via telephone 818-726-9388.
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 1 hour after payment of the order). To make the change, you can contact the Customer Service department via their email jomasoccerusa@gmail.com or via telephone 818-726-9388
- 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 1 hour after payment of the order). To make the change, you can contact the Customer Service department via their email jomasoccerusa@gmail.com or via telephone 818-726-9388.
- 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 jomasoccerusa@gmail.com or via telephone 818-726-9388
- 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 jomasoccerusa@gmail.com or via telephone 818-726-9388. Once the order has left our address, 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 jomasoccerusa@gmail.com or via telephone 818-726-9388
- 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 jomasoccerusa@gmail.com or via telephone 818-726-9388. 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 Jomasoccerusa.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.
PAYMENT METHODS
- What payment methods are available?
We have many ways in which you can make a payment: Visa, Master Card, Amex, Discover, PayPal, Amnazon Pay, Google Pay, Klarna and more .
- Can I enter a different delivery and billing address?
For security reasons, we do not process orders with different billing and shipping addresses.Please ensure that your billing and shipping information match when placing your order. Orders with mismatched addresses will be automatically canceled.
- 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 address, 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.
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 Soccer USA 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 jomasoccerusa@gmail.com or via telephone 818-726-9388.