Skynexst FAQs

What payment methods does Skynexst accept?

We accept:

• Debit and credit cards (Visa, Mastercard, American Express, Maestro, etc.)
• Apple Pay and Google Pay
• Paypal
• Klarna
• Points

COD payments aren’t allowed at the moment.

How safe is that?

Making payments on Skynexst is both easy and safe. We make sure that all the sensitive information is encrypted and securely protected prior to transmitting it.

How do I change displayed currency?

Here’s how you can select the currency you’d like to shop in:

On the website:

  1. Scroll to the top of any page.
  2. Click on the currency menu in the upper left corner.
  3. Select the one you need from the drop-down list.

On Android/iOS:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Tap the gear icon in the top right corner.
  3. Tap Currency.
  4. Select the one you need and then exit settings.

All the prices displayed on the website/in the app will be recalculated automatically.

N.B. If your local currency is not supported, Skynexst defaults to USD. Make sure to check that before placing an order to avoid any confusion.

How do I enter my delivery address correctly?

Giving a valid delivery address ensures a timely receipt of your purchase. Here are a few tips that may help you enter it properly:

• Mention the house/building and apartment number
• Put only relevant info into the corresponding fields, so the shipping label is easy to read

If you’re not sure about the address or ZIP code, you can look them up on the website of your national postal operator. FYI, check the links below, they might be helpful here:

UK Ireland USA Australia Malta

As for the language, it’s okay if you go with either English or your mother tongue.

Why is my payment being declined?

If you have trouble paying with a credit or debit card, check the following:

• Your card is not expired/frozen by the bank
• You have sufficient funds
• You’ve entered your payment details (the card number, expiration date, CVV code) and the 3DS code correctly
• Online purchase feature is enabled

If you’ve checked all of the above but the problem still persists, try a different payment method or contact your card provider for further assistance. In case none of that works, get in touch with the Skynexst support team — we’ll do our best to figure it out!

How do I contact them?

By email ([email protected]) or by clicking on the button below.

How do I make a card payment?

On the website:

  1. Go to Shopping Cart.
  2. Check the boxes next to the items you’d like to purchase.
  3. Tap Buy.
  4. Select Credit/Debit Card in the Payment Method section.
  5. Enter your card number, expiry date and CVV*.
  6. Tap Buy.

On Android/iOS:

  1. Go to My Cart.
  2. Check the boxes next to the items you’d like to purchase.
  3. Tap Buy.
  4. Tap Payment Method.
  5. Select New card.
  6. Tap Buy (Checkout on iOS).
  7. Enter your card number, expiry date and CVV*.
  8. Tap Pay.

*CVV/CVC are the three digit codes that are printed on the signature panel on the back of your Visa/Discover/Mastercard (on American Express cards it is usually a four digit code on the front).

 

I got charged in my bank account, but there’s no order. What should I do?

Please check the bank statement first and make sure there was an actual charge. If so, click on the button below to contact our support team. To help us resolve this ASAP add the following info to your inquiry:

• The card info, i.e. the first six and the last four digits of the card number (ex. 123456••••••1234)
• The date/time of the charge and the amount withdrawn
• A screenshot of the charge from the banking app or a photo of the statement

 

Right now there’s no option to switch the size/color/version — you’ll need to cancel the original order and repurchase the item.

Here’s how:

On the website:

  1. Go to My orders.
  2. Select the order from the list.
  3. Select Cancel order.
  4. Select the cancellation reason, then – Confirm.

On Android:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My orders.
  3. Select the order from the list.
  4. Select Cancel order.
  5. Select the cancellation reason, then – Confirm.

On iOS:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My orders.
  3. Select the order from the list.
  4. Select Cancel order, then tap Yes.

N.B. You have only two hours to do it, while the order is still in the Paid status.

How to cancel an order?

You can cancel an order while it’s still in the Paid status. Below is a step-by-step instruction on how to. However, if it’s been more than 2 hours after the payment, the cancellation is no longer possible.

On the website:

  1. Go to My orders.
  2. Select the order from the list.
  3. Select Cancel order.
  4. Select the cancellation reason, then – Confirm.

On Android:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My orders.
  3. Select the order from the list.
  4. Select Cancel order.
  5. Select the cancellation reason, then – Confirm.

On iOS:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My orders.
  3. Select the order from the list.
  4. Select Cancel order, then tap Yes.

The amount paid will be refunded once the order is canceled. The money should be transferred back to your account within the next 7-14 days.

The contact information I provided was incorrect! What should I do?

You can still update the following data within two hours of making a purchase:

• The addressee’s name
• The delivery address (but not the destination country)
• The phone number
• The email address

Here’s how:

On the website:

  1. Go to My orders.
  2. Select the order.
  3. Click on Edit in the Delivery address section.
  4. Update the info and click on Save address.

On Android/iOS:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My Orders.
  3. Select the order you need to cancel from the list and tap it.
  4. Tap Shipping address.
  5. Update the info and tap Save.

N.B. If it’s been more than two hours, and your order’s status has changed to Approved, you’ll no longer be able to do that.

I can’t find my orders!

Don’t worry, they can’t simply vanish!

First of all, check if you selected the same sign-in option as before. There are four at the moment (Facebook, Google+, Apple ID, email), make sure you picked the one you used when placing the orders.

If you checked the above but the purchasing history is still unavailable, contact our support team. Please include the email address and the phone number you’ve indicated when making a purchase — this will help us find the missing orders.

How do I contact them?

By email ([email protected]) or by clicking on the button below.

Can I delete some of my orders?

Orders can’t be deleted, but can be hidden. If it’s the web version of Skynexst you’re using, contact our support team — we’ll help you out. The Android and iOS users won’t need our help, this option is available in the app.

Here’s how you can do it there:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My orders.
  3. Select the order.
  4. Scroll down and tap Hide order.
  5. Confirm action by tapping Hide order one more time.

N.B. Don’t hide the orders you’re yet to receive! Otherwise you might miss the warranty’s start/end, which may not allow you to request a refund in case they don’t arrive.

If you’d like to un-hide those orders later, get in touch with the Skynexst support team.

How do I contact them?

By email ([email protected]) or by clicking on the button below.

Why do I need to sign in?

Sign-in has its pros and makes the overall Joom experience much more comfy. It allows you to:

• Access your orders via the website or any device you have the app installed on
• Be able to access them even if you switch the device
• Take part in our promos and sales

Can I buy without it?

Purchasing through the website requires sign-in, which we’d really recommend for the reasons mentioned above.

How to sign in?
  1. Click on the Sign In button at the top of any page.
  2. Select one of the options from the pop-up screen.
  3. Enter your Google login/Facebook login/Apple ID and password if prompted. Note that Skynexst won’t get direct access to your Google/Facebook/Apple login information.
  4. Allow Skynexst to access the email address associated with your Facebook account if prompted.

Follow us on: • Facebook • Instagram • Twitter

Is Skynexst delivery free?

At the moment we have two shipping options:

• Regular. This one is absolutely free
• Trackable. It implies that the product is going to be sent in a package that can be followed all the way till it gets to you. Its cost depends on a number of things (like weight, size of the package, etc.) and will be calculated automatically. The amount due to be paid will be displayed at checkout

N.B. The package may be subject to VAT, customs duties or other taxes, depending on the law regulations of the destination country. More info here: Fees & Taxes

What is Skynexst ?

Skynexst is an international marketplace that has everything you need at a sweet price.

Why Skynext?

A huge selection of goods from all over the world. We have sellers from:

Denmark
France
Spain
China
Korea
Japan
Turkey
United Kingdom
Thailand
Ukraine
Germany
France
Italy
USA

And we look forward to expanding this list.

Discounts. There are thousands. Really!

Honest product reviews, live streams and more – check out our social networks.

24/7 support in over 20 languages.

Reliability. We will refund your money if an item is not delivered, arrives damaged or does not meet your expectations.
More info here: Refund policy and guarantee

Who is Skynext?

Skynexst is a young and ambitious company registered in Latvia. Our mission is to create a universal platform that allows anyone to buy anything from anywhere in the world.

Does Skynexst have a registered address?

Of course. Here it is: Germany- Duburgerstrasse 18, 24939 Flensburg

How do I contact you?

By email ( [email protected] ) or by clicking the button at the bottom of this page.

Where can I find your privacy policy and terms of use?

Simply click on the links below: Terms of Use
privacy policy

What’s a store on Skynexst?

A store is a place that sells products from a single merchant.

Where do store reviews come from?

The store reviews are a collection of reviews of all the products presented in a store. Those are written by real users who have already received their purchases.

Where does the store rating come from?

The average rating of all the seller’s items forms the store rating. A product can only be rated upon confirmation of receipt.

How to add a store to Favorites?

Well, the desktop version lacks this option unlike our app:

  1. Tap the product you like and scroll down. The store link is located under the Similar items section.
  2. Go to the store page by tapping the tab with its name.
  3. Hit Follow or Favorite depending on your OS. Now the closest to your heart store is always at hand and can be found in either Favorites or Following.

Can I contact the seller?

Skynexst does not support direct contact between users and sellers, but there is a big advantage – customer support in your language!

We currently offer support in 23 languages, including:

• English
• Spanish
• Italian
• German
• Portuguese
• French
• Greek
• Danish
• Swedish
• Norwegian
• Dutch
• Polish
• Czech
• Latvian
• Estonian
• Romanian
• Hungarian
• Turkish
• Arabic
• Hebrew
• Russian
• Ukrainian
• Belarusian

How do I contact them?

By email ([email protected]) or by clicking on the button below.

Notifications

Our website sends notifications, that you can look through and configure by clicking on the corresponding button next to the Search field.

What those notifications are about?

• Sales, promos and discount coupons
• Updates on current orders
• Skynexst social network updates
• Short questionnaires

How to configure/switch them off?

On the website:

  1. Scroll up to the top of any page.
  2. Select Notifications (right next to the Search button).
  3. Click on the gear icon on the splash screen.
  4. Uncheck the boxes next to the notifications you prefer not to receive.

On Android/iOS:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Tap the gear icon in the top right corner.
  3. Tap Notification settings.
  4. Toggle the switches to disable/enable certain types of notifications from the list.

Coupons

Discount coupons allow you to purchase your products at a lower price.

There are two types of them:

• A percentage coupon, like 3%, 5%, etc. The higher the price — the bigger the discount
• An amount coupon, like 3 USD, 5 EUR, etc. The amount will be deducted at checkout

Mind, though, the final price shouldn’t be less than 0.10 USD.

Do coupons expire?

They do. Some of them may be active for a day, some may last a month — the exact expiration date is always displayed on the coupon itself. In any case it’s better to make up your mind sooner rather than later.

Where I can find mine?

If you have a coupon, you should see a special color tab in your shopping cart (or in the top right corner of the page if you’re using the web version). Clicking on it will open a new window, where you can:

• Find all the info about the coupons you have
• Pick a coupon you’d like to apply to the current purchase

How do I use it?

On the website:

  1. In your shopping cart select the items you’re going to purchase.
  2. Select a coupon you’d like to apply (they are displayed on the right).
  3. The price will be re-calculated automatically. Below it you’ll see the discount percentage.

On Android/iOS:

  1. In your shopping cart select the items you’re going to purchase.
  2. Select a coupon you’d like to use.
  3. Tap Apply / tap again to cancel that action.
  4. The price will be re-calculated automatically.

Coupons can be used only once and are not refundable. Shop smart!

Points

Points are a part of Joom’s cashback system.

How to get them?

They are credited for:

• App installation (only the first time)
• First sign-in
• Making purchases. You get back 1% of the amount spent

Where to find them?

If you’d like to know how many points you have and what you got them for, you can look it up in your Skynexst  profile:

On the website:

  1. Click on the Profile button at the top of any page.
  2. Select My points.

On Android/iOS:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Tap the points tab at the top.
How to use them?

Points can be spent at checkout — you just have to check the box next to “Buy for N points” and select “Get it for free”. Note, however, that you can’t use them for partial payments, so you’ll only see that option if there’s enough to cover the total amount.

Do points expire?

They do, but not that fast — they’ll be active for 6 months from the moment you receive them.

I can’t spend my points!

There are two possible reasons for that:

• The purchase total exceeds the amount of points you have
• You can’t use your points yet. This option becomes available once you purchase a product worth $5 USD

I forgot my password!

Signing up with an email requires a password. But if you forgot it and lost access to your Joom account — not a big deal, here’s how you can restore it:

On the website:

  1. Click on Sign in.
  2. Select Email in the sign-in options list.
  3. Click on Forgot your password?.
  4. Enter the email address and click on Recover.
  5. Check your inbox for an email titled Password recovery.
  6. Click on the Recover password button in it. Make sure to do that within 12 hours, otherwise the link becomes inactive.
  7. Enter your new password. You’ll get back to your account once it’s confirmed.

On Android/iOS:

  1. Go to Profile by tapping the icon in the bottom right corner and tap Sign in.
  2. Tap Show more sign in options.
  3. Tap Email.
  4. Tap Forgot your password?.
  5. Enter the email address and tap Send (Recover password on iOS).
  6. Check your inbox for an email titled Password recovery.
  7. Tap the Recover password button in it. Make sure to do that within 12 hours, otherwise the link becomes inactive.
  8. Enter your new password. You’ll get back to your account once it’s confirmed.

If you haven’t found it in both your Inbox and Spam folders, contact our support team by sending an email at [email protected] or clicking the button below.

Reviews

Skynexst has a social network of its own where you can:

• Follow the users
• Post in-depth and eloquent product reviews
• Give thumbs up and comment other users’ posts
• Take part in giveaways and watch live streams
• Be followed by people interested in what you’re posting

How does it work exactly?

If you go to Profile and then click on My reviews, you’ll see three sections: Reviews, Followers, Following.

On the website:

• The first one contains all the public reviews that you posted.
• Followers are the users subscribed to your profile. This section allows you to either follow a person in return or unsubscribe by clicking the You’re already subscribed button.
• Following contains all your subscriptions. If you’re no longer interested in someone you can unsubscribe by clicking on the You’ve already subscribed tab.

Clicking on User’s reviews (below the Search field) will open the page, where the most rated posts with detailed reviews and high-quality pictures/videos are located.

On Android:

• The first one contains all the public reviews that you posted.
• Followers are the users subscribed to your profile. That menu allows you to follow a person in return as well as unsubscribe or block them. The latter will hide your posts from that user.
• Following contains all your subscriptions. If you’d like to unsubscribe then go ahead and tap the icon with a check mark next to that profile. By the way, we also have a page with lots of live streams, news and giveaways on it. So make sure to subscribe to Skynexst Official!

Tapping the icon to the right of the shopping cart will open the page with the following tabs on it: DiscoverMy Feed and Live Streams.

• Discover contains the most-liked posts with the detailed reviews and high-quality pictures/videos.
• My Feed contains both your posts and the posts of those users you subscribed to. Some of the Skynexst recommendations will also be sprinkled in once in a while.

On iOS:

• The first one contains all the public reviews that you posted.
• Followers are the users subscribed to your profile. That menu allows you to either follow a person in return or unfollow them.
• Following contains all your subscriptions. By the way, we also have a page with lots of live streams, news and giveaways on it. So make sure to subscribe to Skynexst Official!

Tapping the icon to the right of the shopping cart will open the page with the following tabs on it: DiscoverMy Feed and Live Streams.

• Discover contains the most-liked posts with the detailed reviews and high-quality pictures/videos.
• My Feed contains both your posts and the posts of those users you subscribed to. Some of the Skynexst recommendations will also be sprinkled in once in a while.

How to post a review?

On the website:

  1. Click on My orders.
  2. Select an item from the list and click on Leave a review next to it.
  3. Rate the product’s quality/shipping and share your opinion in Your review section.
  4. Add photos by clicking on the icon below.
  5. Check the box at the bottom if you want the review to be posted anonymously.
  6. Click on Send.

On Android/iOS:

  1. Go to My feed.
  2. Tap Create a selection or product review.
  3. Share your opinion about the purchased item, attach a photo/video by tapping the corresponding icon.
  4. Tap Add product to select the item you’re reviewing.

Now your post will appear in your followers’ feed.

How to comment?

On the website:

  1. Click on the profile of the person, whose post you’d like to comment.
  2. Click on the picture of the product.
  3. Click on the bubble icon.
  4. Share your opinion in the Leave a comment field, then click on Send.

On Android/iOS:

  1. Click on the bubble icon below the other user’s post.
  2. Share your opinion in the Leave a comment field, then click on Send.
And what if someone insults me?

You can report any review or сomment. Here’s how:

  1. Click on/tap the three-dot menu next to a review/comment.
  2. Click on/tap Report.
  3. Select a reason for reporting.
  4. Click on/tap Send.

The corresponding department will get a report, check the posted information and remove the review/comment if necessary.

 

How do product reviews work?

Reviews on Skynexst are our users’ opinions about ordered products. Those are written by real people with real passion!

How do I leave a review?

To review a product you need to confirm its receipt. Just select Yes on the Have you received this order? tab. Right after that you’ll be able to rate your item, give some feedback to the seller and other users, and attach a few photos/videos if you like.

N.B. iOS and desktop users cannot upload videos at the moment.

How do I edit my review?

This can be done at any time by clicking on/tapping the Edit Review button. You can change your star rating, text and attachments.

Can I post a review anonymously?

Of course! Use the Anonymous Review toggle or tick the corresponding box on the website. Your review will be published anonymously and hidden from the Reviews tab.

Tips for writing a review.

The most important thing is honesty!
Honest reviews help both users and us. We should know whether or not the product is worth removing from the website.

And also details!
Informative reviews are extremely helpful. Keep them about the product (not the rest of your experience) and don’t include any personal info.

What should be in the photo or video?

Well, the product itself, photographed or filmed from different angles and in good lighting. Let others see the pros and cons of buying it.

And what shouldn’t be?

Postal labels, bank cards, and any other personal identifiable information. Anything containing your personal data (last name, first name, address, telephone number, etc.) may be used for unwanted or fraudulent purposes.

Where is my refund?

If the status of your order is Refunded that means we’ve successfully reimbursed the amount paid for it. The money should be transferred back to your account within 7-14 days.

Why does it take so long?

We tend to think the card payments are instant, but in fact they are not. When you purchase something in a store, your bank locks the amount in your account and sends you a notification about the money withdrawal, but it may take a few hours or even days for the seller to receive the actual transfer.

That’s why the refund, which is that same process in reverse, also takes time.

But it’s been more than 14 days already!

If 14 days have passed and your bank still haven’t confirmed the money return, make sure to check the bank statement for the two-week period starting from the day the refund was issued. The statement a list of all the transactions made within a specific timespan. You can get one in the banking app or request it directly from your bank.

In case there’s no reimbursement in the statement either, please attach the latter to your inquiry — Skynexst support agents will need it to double check everything on our end.

How do I get in touch with them?

By email ([email protected]) or by clicking on the button below.

How do I return an item?

If an item has no defects/matches the description, but you simply don’t like it or it doesn’t fit you well — you can return it within 30 days after the delivery.

Mind that the product must be in resalable condition.

How do I return it?

On the website:

  1. Go to My orders.
  2. Select the order you wish to send back.
  3. Click on the Skynexst support team button to the right.
  4. Specify the reason you’d like to return the item for in the Describe the issue field.
  5. Our agent will provide the return address and instructions on how to proceed.
  6. Once the return is confirmed, we’ll refund the order. The money should be transferred back to your account within the next 7-14 days.

On Android:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My orders.
  3. Select the order you wish to send back.
  4. Scroll down and tap Problem with a product to open the live-chat.
  5. Specify the reason you’d like to return the item for.
  6. Our agent will provide the return address and instructions on how to proceed.
  7. Once the return is confirmed, we’ll refund the order. The money should be transferred back to your account within the next 7-14 days.

On iOS:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My orders.
  3. Select the order you wish to send back.
  4. Scroll down and tap Question about my order.
  5. Tap the chat icon in the top right corner to open the live-chat.
  6. Specify the order number and the reason you’d like to return the item for.
  7. Our agent will provide the return address and instructions on how to proceed.
  8. Once the return is confirmed, we’ll refund the order. The money should be transferred back to your account within the next 7-14 days.

N.B. The return expenses will not be covered by Skynexst or the seller — those will be on you.

Can my return request be declined?

Yes, in case:

• It’s been more than 30 days since you received the item
• The product is in non-resalable condition
• You shipped the product to a different address that wasn’t provided by our support team
• The return package cannot be tracked

I’ve received a poor quality product! What should I do?

If you’ve received a low-quality, defective or a damaged product, we’ll do our best to sort it out. But make sure to contact the Joom support team ASAP.

How to do that?

On the website:

  1. Go to My orders.
  2. Select the order you’re having problems with.
  3. Click on the Skynexst support team button to the right.
  4. Describe the issue and attach a photo/video highlighting it.

On Android:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My orders.
  3. Select the order you’d like to report.
  4. Scroll down and tap Problem with a product.
  5. Tap the chat icon in the bottom right corner.
  6. Describe the issue and attach a photo/video highlighting it.

On iOS:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My orders.
  3. Select the order you’d like to report.
  4. Scroll down and tap Question about my order.
  5. Tap the chat icon in the top right corner.
  6. State your order ID, describe the issue and attach a photo highlighting it.
Please mind that:

• Quality complaints are accepted only within 30 days after the product is delivered
• Quality warranty will not apply to the cosmetics’/make-up goods’ effect
• Quality warranty doesn’t cover defects or malfunction of personal items (e.g. toothbrushes, adult category products, etc.) that got revealed during their use, due to inability to confirm the actual cause is not connected to improper maintenance or failure to follow operating instructions
• Our support team may request a photo of the package the product arrived in. Make sure to keep it
• You may also be asked to provide additional photos/videos, that are required to resolve the issue in your favor

Can my request for a refund be denied?

Yes, in case:

• It’s been more than 30 days since the product was received
• The product features/overall quality matches the description
• The photos/videos you provide are inconclusive, edited or picture a different product
• You haven’t provided any proof
• You’ve disposed of the item/destroyed it without the customer team’s authorization
• The product was additionally processed (washed, repaired) without the customer team’s authorization

How do I get my money back?

Your money will return to your card/account within 14 days after a refund is issued.

My package arrived incomplete, or I received the wrong product.

Once in a while sellers may mistakenly pack a different item, of a wrong color or size. If this happened to you then please contact Skynexst support. We will surely find a solution!

How do I contact Skynexst support?

On the website: Scroll down to the end of this article and click on There is no answer to my question or simply send us an email at [email protected].

On Android: Tap the chat icon in the top right corner.

On iOS:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select Customer support.
  3. Tap the chat icon in the top right corner.

Do not forget to include the order number, highlight the issue and attach photos of the received items and postal packaging/labels.

N.B. Quality claims can only be accepted within 30 days after the receipt of the product. Our support agents may ask you to provide additional info such as photographs and/or videos, as well as specify the photo/video requirements. In some cases, you may be asked to destroy the item or give it to the charity of your choice, both with video/photo confirmation. Please do not throw away the item until the issue is resolved.

Can my refund request be denied?

It can be if:

• More than 30 days have passed since the product receipt
• You made a mistake and picked an incorrect color or size when placing an order
• Photo/video proof is inconclusive or of poor quality
• Images are modified, retouched or otherwise falsified

When will I get my money back?

The money will be returned to the original source of payment within 14 days after the order changes its status to Refunded.

Chargebacks & Claims

Filing a chargeback (i.e a refund request the cardholder can make directly through his bank) or disputing a payment via Paypal/Klarna may look like an easier solution, but in fact it’s not that simple.

Processing of a chargeback takes quite some time. First, there will be primary review of the case, then there’s a chance you’ll be required to provide additional documentation or even come over to the bank at some point. So, the resolution keeps being dragged out.

Handling of both chargebacks and disputes makes us lose money, which could be invested in the improvement of our platform. And that, in turn, would result in delivering you new types of services or higher quality for the existing ones.

Therefore, we rely on your cooperation here, and suggest contacting Joom support team first if you have any questions or concerns about the orders made. Our support agents do their best to review each single case, and come up with a proper solution as quickly as possible (usually within a day or two). This is how you can get in touch with them:

  1. Drop us a line at [email protected].
  2. If you’re using our app, go to Profile, then select Support team chat in the Communications section.
  3. In case you prefer our desktop version, click Support at the top of any page, then click the Ask a question button

Will my orders be shipped together?

Sellers are usually located in different places, so even if you pay for a number of products at the same time, they’re still going to be shipped separately.

There are a few exceptions, though:

• If you purchased the goods from the same seller they may be put in a single package
• In case you ordered a number of products from various sellers within a short period of time, the parcels may be consolidated at our warehouse, i.e. wrapped in one big package and sent together

The more products you buy at once the higher the chances they are going to be consolidated (but it’s actually hard to predict that before they get shipped). If they are, those orders will be displayed in your purchasing history under the same tracking number.

One of the orders is missing from a consolidated parcel! What should I do?

If one of the orders that were supposed to arrive in a consolidated parcel is missing, make sure to get in touch with our support team.

How do I get in touch with them?

By email ([email protected]) or by clicking on the button at the bottom of this page. Make sure to:

• Describe the issue in detail
• Attach photos of the rest of the items you received and the package with the shipping labels on it

N.B. You have to contact us while the non-delivery warranty is still active. If you already received the package with the same tracking number as the missing item — don’t wait for a separate package or for the non-delivery warranty of the missing product, just get in touch with us right away.

Can my inquiry be declined?

It can if:

• The non-delivery warranty has already expired
• The proof you’ve provided is inconclusive

When do I get my money back?

Your money will return to your card/account within 7-14 days after a refund is issued.

How do I confirm receipt of an item?

To move an order from the Active section to Completed, you need to confirm its receipt and leave a review.

Here’s how it’s done:

On the website:

  1. Go to My orders.
  2. Select the order from the list.
  3. Click on Yes on the Have you received this order? tab.
  4. Post a review.

On Android/iOS:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My orders.
  3. Select the order from the list.
  4. Tap Yes on the Have you received this order? tab.
  5. Post a review.

What is a non-delivery warranty?

The non-delivery warranty is a two-week period of time within which you can report a purchased product as not received and have it refunded. The date the warranty starts may vary depending on what countries you and the seller are in.

Here’s how you can check the exact warranty dates for a specific item:

On the website:

• Go to the product page and check the Warranty section right under the product description
• Go to the order page

In the app:
  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My orders.
  3. Select the order from the list.
  4. Tap When will the package get delivered?
  5. Check the Warranty section.

We will send push notifications and e-mails to inform you about the statuses of your package. Those will also keep you informed about the warranty dates, so please do not turn them off!

If you request a refund after the warranty expires, we will be forced to deny that.

My order hasn’t been delivered yet! What should I do? – this section is all about how to request a refund, go ahead and check it out.

My order hasn’t been delivered yet! What should I do?

Check the warranty start date first:

On the website:

  1. Go to My orders.
  2. Select the order from the list.
  3. Click on Further Details next to it.
  4. Check the Delivery section at the top of the page.

On Android/iOS:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My orders.
  3. Select the order from the list.
  4. Tap When will the package get delivered?.
  5. Check the Warranty section.

If it’s been past that date, don’t hesitate to file a refund request by selecting No on the Have you received your order? tab on the same page. You’ll be asked to enter the email address our reply will be sent to.

Can my request be declined?

Yes, in case:

• The warranty has expired. The warranty is active for 14 days since the abovementioned start date — make sure to contact us within that period
• Your parcel was marked as delivered by the shipping company

I’ve mistakenly marked my order as Delivered!

If you selected Yes on Have you received this order? tab the order will be marked as Delivered.

If you did it accidentally, not having received the product, that’s okay. The fact that you marked it as Delivered will not affect the shipping process. The only thing to be concerned about is that you won’t receive any non-delivery warranty reminders. In this case we advise you to keep track of that warranty yourself. We described the process in What is a non-delivery warranty?

 

When will my order be shipped?

If your order is in the Approved status, that means the seller is already preparing the purchased product for dispatch. As a rule, our merchants have 11 to 15 days to ship a package. In case they fail to do that, the order will be refunded automatically.

But if it’s been more than 15 days and none of this happened, make sure to let our support team know — they’ll sort it out on the spot.

How do I contact them?

By email ([email protected]) or by clicking on the button below.

I can’t track my order!

Don’t worry if you can’t see any tracking info right after the package dispatch, it is quite normal and you most certainly will see the updates soon.

Packages track differently, depending on the shipping service picked by the merchant. Sometimes it may seem that your package is stuck in China, but it’s actually still moving your way and will be delivered to you in a while.

If the non-delivery warranty is already active and there’s still no sign of your package – do let us know by clicking the button below!

How do I request a refund?

1.Go to My Orders.
2. Select an order that has not been delivered.
3. Select No on the Have you received this order? tab .

Once it’s done the Skynexst support team will assist you ASAP.

When will I receive my money?

The money will return to the original source of payment within 7-14 days after the order’s status changes to Refunded.

Can my request for a refund be denied?

Yes, it is possible if you’re requesting a refund for the order with expired non-delivery warranty.

You can read about our non-delivery warranty here: What is a non-delivery warranty?

Where’s my order now?

Here’s how you can check the current location of the purchased product:

On the website:

  1. Go to My orders.
  2. Select the order from the list.
  3. Scroll down to the Tracking section (last one to the left).

On Android/iOS:

  1. Go to My orders.
  2. Select the order from the list.
  3. Tap Package tracking.

The information you see there comes from postal services websites and usually updates with slight delays.

3DS (3D security protocol)

3D security protocol adds an additional level of payment protection to an online transaction. In order to complete an online purchase, the cardholder is asked to provide proof of identity by entering a unique password, an SMS code or a temporary PIN.

Here are the initial steps involved in the 3D Secure process:

  1. Card information collection. The cardholder enters their unique credit/debit card data.

  2. 3D Secure enrollment confirmation. The system checks whether or not the card is registered for 3D Secure.

  3. Redirection to provider’s 3D Secure page. If 3D Secure enrollment is confirmed the client is then redirected to a 3D Secure page served by the card provider.

  4. Additional security authentication. On the provider’s website, the client will be asked to enter their unique password or a one-time authentication code which will be emailed to their confirmed email address or sent to their confirmed phone number.

  5. Redirection to merchant’s website. If the cardholder authentication went successfully the cardholder is then redirected back to a merchant’s website for payment confirmation.

  6. Payment Confirmation. Once back on the merchant’s site, the customer will receive confirmation of a successful payment.

The process of requesting a 3DS code is complex and depends on many factors, so when placing an order on Skynexst mind that:

  • we cannot guarantee that the 3DS code will be requested every time;
  • the 3DS code request can’t be turned off, since additional payment confirmation may be requested by Skynexst, bank, payment provider, etc.

3D Secure 2.0

The main purpose of the new 3D Secure 2.0 protocol is to better facilitate information exchange between the three parties of the transaction.3DS 2.0 simplifies the payment process. Instead of the static password that had to be remembered in version 1.0, the 3DS 2.0 protocol uses a token-based and biometric authentication like face or voice recognition.

Overall, the new 3D Secure 2.0 technology means less checkout hassle for customers: shorter waiting time, fewer passwords to remember, and most importantly, fewer steps when completing the purchase. Unlike the previous version of 3D Secure, the 2.0 protocol supports non-browser-based payment methods including wearables, in-app purchases, mobile payments, and digital wallets.

The rules of the November 1st–29th sale, 2022

Promotion period: From November 1st throughout November 29th.

Promotion location: All countries where the Skynexst website is available.

Promotion platform: The Skynexst website and application.

Promotion goals: Drawing attention to the merchandise sold by sellers listed on Skynexst.

Promotion organizer: Skynexst, a legal entity established in accordance with the legislation of the Republic of Germany, Registration number: HRN: 10000151226, legal address: Germany-Duburgerstrasse 18, 24939 Flensburg

Participators: All Skynexst users.

Terms of participation:

  • Install the Skynexst application or log onto the website
    • For iOS and Android OS users: the application version must be at least 3.40 for Android or 3.18 for iOS
    • For iOS and Android OS users: you must allow push notifications
  • You must allow letters to be sent to the email specified during registration, or linked to the social profile used for authorization
  • Visit the application or website between the 1st and 29th of November

Promotion description: If all the participation conditions are met, users will be notified of products with celebratory discounts on Skynexst between the 1st and 29th of November. Discounted products will be available between the 1st and 29th of November. A user can add products to their cart to be able to buy said products at a discounted price and to be notified when the discounts become available.

The amount of items on sale is limited.

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