FAQ

GENERAL

Do I pay membership fees at Jamoona?
At Jamoona you can enjoy the benefits of wholesale shopping with no annual membership fees.

How long is the shelf life of the food products?
All of our products have a shelf life of at least 3 to 6 months. If you should ever receive an item that has a too short expiry date, you can contact us at any time.

Why haven't I received a confirmation email from Jamoona?
Please always check the spam folder in your email inbox and feel free to contact us if you have any further questions.

Why hasn't my refund been credited to my account yet?
Please note that it can take 7 to 14 working days for the amount to be transferred to your account.

Are transactions on our website secure?
Security is very important to us. We focus on providing a secure environment that goes beyond industry security standards and guidelines. We use a payment solution that is a validated level 1 PCI DSS compliant service provider and we have a PCI DSS Merchant Compliance Certificate.

What if an item is damaged, a wrong item was delivered, or something is missing?
We apologize for the inconvenience. Get in touch with us and we will find a solution together.

What should I do if I find any quality issues with the product I have received from Jamoona?
Please take clear pictures of the product covering all sides of the product, if possible.
Also, please take pictures of the Lot/Batch number along with the expiry date given on the item(Usually on the back panel), if applicable, and share with us along with your order number by email.
Also, mention the issue/s you have found in detail for each product. This will help us assess and respond quickly to resolve the issue.

Can I return an item if I'm not happy with it?
If you are not 100% satisfied with your purchase, the items can be returned for a refund. You have 14 days from the delivery date for this.

Can I edit my account information?
You can manage your payment method, delivery address, email settings and password all by yourself online. To edit your email address, please send us an email to info@jamoona.com.

SHIPPING

Is it possible to change the address or to amend my order after it has been processed?
Yes, after the order has been placed, you still have 1 hour to inform us about change requests. Unfortunately, we cannot consider any inquiries that we receive later.

Will my entire order be shipped in one package?
Orders with a total weight of more than 30kg or a large number of individual items are usually sent in several packages. Please don't be irritated if the parcels are not delivered at the same time. We assure you that you will receive all items.

How do I get free shipping on my order?
You only have to reach the minimum order quantity of 39 euros to get free shipping within Germany. If the order amount is less than 39 euros, we charge 3.99 euros for shipping.

How will my order be shipped?
We work together with DHL to ship all of our packages. Due to the size and weight of some orders, the items can be packed in two boxes in individual cases.

When will my order be shipped?
We strive to dispatch all orders within one working day. We will send an email when your order is processed and another email when the package is shipped. The shipping email contains the tracking number and an expected arrival date.

How can I track my order?
All tracking information and delivery details can be found in the shipping confirmation email and in your account on Jamoona.com.

Can I cancel my order or edit my delivery address?
Please send us an email with your order number to info@jamoona.com. We can make cancellations and changes as long as the order has not yet been dispatched.

FAQ FROZEN ITEMS

How does Jamoona ensure that my items arrive frozen?
We're excited to announce that we now offer delivery of frozen items! To ensure the optimal temperature and quality of these products, we deliver them in special cooling packages called "thermobox" which includes dry ice. For your safety, please refrain from handling the dry ice with your bare hands, as it can be extremely cold.

How much do I have to pay for the special cooling packaging?
A small one-time cooling packaging cost of €3.99 is applied per order containing frozen items. This is to ensure the quality and freshness of your frozen products.

Is the €3.99 cooling packaging cost included in the €39 minimum for free shipping?
No, the €3.99 cooling packaging cost is not counted towards the €39 order minimum for free shipping. It is a separate fee specifically for orders containing frozen items to ensure their optimal temperature upon arrival.

What if I order multiple frozen items, do I need to pay €3.99 for each item?
No, the €3.99 cooling packaging cost is a one-time fee applied per order, not per item. Whether you order one or multiple frozen items, you'll only pay this fee once per order.

Where does Jamoona ship frozen items?
We are currently able to ship frozen items to Germany & Netherlands. We're constantly working on expanding our delivery areas, so stay tuned for updates.

How does Jamoona guarantee the quality of my frozen items during delivery?
We prioritize the packing and handling of your order to ensure a quick processing time. Additionally, we offer a 100% Frozen quality guarantee - your items are protected and kept at an optimal temperature in our special cooling packaging.

What are my rights for returning frozen items?
In general, under German law, perishable goods like frozen food are not typically eligible for return or cancellation once they've been dispatched. However, if you receive a defective or incorrect item, please get in touch with our customer service team immediately. We value your satisfaction and will work diligently to address any issues with your order. Please note that this information is subject to our terms and conditions.

COUPON CODES

Where do I enter my voucher code?
When you're ready to check out, just enter your coupon code in the checkout box and click "Apply".

Why is my voucher code not working?
Please make sure your order meets the requirements of the coupon code you want to use. If you have checked this and there are still problems, please send us an email to info@jamoona.com.

I just placed my order but forgot to use my coupon code. What now?
No problem, just send us an email to info@jamoona.com with your order number and the voucher code. We can check that for you.