Frequently Asked Questions

How can I place an order?

You can place an order through any of the following ways:

  1. Go to www.jomo.pk . Select your favourites from our diverse product range, add them to your cart, checkout and your order will be delivered to your doorstep.
  2. You can also place your order through the live chat on our website. Let us know what you’d like to order and we will place the order for you.
  3. Call us at (042) 111-345-666 and our customer experience agent will place the order for you. You can even choose to schedule a call back. Our agent will call you within the hour and place the order for you.
  4. Reach out to us on WhatsApp at 0304 1005666 . Our customer experience agent will get your details and place your order .
  5. Email us at hello@jomo.pk and we will place the order for you. You will receive an order confirmation email as soon your order is placed .
  6. You can reach out to us on Facebook and Instagram and let us know what you would like to order and we will place the order for you .

Do I need an account to place an order?

You do not need to create an account to place an order. You can checkout as guest without creating an account. However, we highly encourage you to create an account. Account creation will allow you to track your order at any time and also significantly enhance your checkout experience so you don’t have to fill out your information every time.

We also offer single-click account creation where you can sign in with your Google or Facebook account.

How do I know my order is confirmed?

You will receive an confirmation email and SMS within minutes of placing your order. In case you do not receive an order confirmation email or SMS, please reach out to us at (042) 111-345-666 or hello@jomo.pk

How can I track my order?

You can check the status of your order on your account page. As soon as your order leaves our warehouse, you can live track the rider’s progress through a tracking link that will be sent to you via email and SMS once your order is dispatched.

What is the difference between Order ID and Tracking ID?

Order ID is a number that we use to process your orders. It will also serve as the main ID that you will use to communicate with us.

Tracking ID will be provided to you once your order is dispatched so you can live track your order’s progress.

Can I make changes to an existing order?

Yes, you can absolutely make changes to an order. Call us at (042) 111-345-666 and we will make the required changes for you.

If I add a product to my cart, does it get reserved?

We do not reserve a product once you add it to your cart. To ensure that your desired product does not run out of stock, checkout quickly to secure your purchase.

What if there a discrepancy in my order when I receive it?

At JOMO, our top-notch operations ensure that you don’t face any issues in the product when you receive your order. However, in cases where you are not satisfied, we offer hassle free returns and exchanges. For more information on return and exchange, please take a look at our return and exchange policy

How do I create an account?

By simply filling out your information, you can create your JOMO account in the following ways:

  1. By clicking on the account button in the top-right corner of the website.
  2. You can also create an account on the checkout page once you fill out all the relevant information.
  3. An account can also be created once you’ve completed your shopping and checked out. This option will be provided to you on the order confirmation page.

What if I forget my email address or username?

You can retrieve your email address or username through any of the following ways:

  1. By clicking the “Forgot Email ID” button on login. Simply put in the phone number associated with your account and we will SMS you the link to the retrieval process.
  2. Call us at (042) 111-345-666 or email us at hello@jomo.pk and one of our customer experience agents will guide you through the retrieval process

What if I forget my password?

You can retrieve your password through any of the following ways:

  1. By clicking the “Forget Password” button on login. Simply type in the email address associated with your account and we will email you the link to the retrieval process.
  2. Call us at (042) 111-345-666 or email us at hello@jomo.pk and one of our customer experience agents will guide you through the retrieval process.

How can I update my account details? (Address, phone number, email ID etc.)

You can update your account details in the following ways:

  1. Log in to your account and go to My Account page. Once you are on the page, click on edit details and you’ll be able to change your information.
  2. Call us at (042) 111-345-666 or email us at hello@jomo.pk and one of our customer experience agents will change your details for you.

What payment options do I have?

Currently, we offer the following payment options:

  1. Cash on Delivery
  2. Credit/Debit Cart (We accept all MasterCard and Visa cards)
  3. Jazz Cash

Is it safe to use online payment methods?

Yes, our online payment methods are 100% safe. Our website is SSL encrypted to ensure your data can’t be tampered with. Your payment details are not share with any third party.

What if my online payment fails to process?

At times, your bank might temporarily suspend online services for internal maintenance. In case you online payment fails, please call your bank so they can assist you. If there is no issue at your bank’s end, please call us at (042) 111-345-666 and we will assist you with the payment process.

Is advance payment required for COD orders?

No, we will not ask you for advance payment on your COD orders regardless of your order amount.

Is any additional information required for higher order values?

As per State Bank policy, your CNIC number will be required for orders above PKR 50,000 in value. This will not have any effect on order processing time or delivery. Once you place an order, we will call you to obtain your CNIC information.

Can my billing and shipping addresses be different?

For COD orders, you do not require a billing address. Billing address is only required for prepaid orders. For those, you can have different shipping and billing addresses. In some cases, our customer experience team might call you to confirm your address details once you place your order.

How do I redeem store credit?

If you have store credit assigned to your account, that credit will be applied automatically to your final invoice on your cart and checkout page.

If you are using store credit through a discount code, simply type in the code on the checkout page and your invoice amount will be updated.

For detailed information on shipping and delivery, please check out our shipping policy

What is the delivery time?

To enhance your shopping experience, we offer the fastest, most reliable delivery times in the country!

  • Lahore: All orders will be delivered same day or within 24 hours.
  • Karachi: All orders will be delivered the next day.
  • Islamabad/Rawalpindi: All orders will be delivered the next day.
  • All other cities (Punjab & KPK): All orders will be delivered within 24 to 48 hours.
  • All other cities (Sindh & Baluchistan): All orders will be delivered within 2 to 4 days.

We also offer 4 Hour Express Delivery in Lahore only. This option is not free and delivery charges are PKR 500 but this option is available for delivery 24/7.

What are the delivery charges?

We offer free delivery nationwide, regardless of your order amount. You no longer need to fuss over minimum order amounts. Simply order your favourite products and we will deliver them to you for free!

Delivery charges are only applicable on the 4 Hour Express Delivery option which is currently only being offered in Lahore. The charges for this will be PKR 500.

What delivery options do I have?

We have tailored our delivery services according to your needs and always try and offer you the most convenient delivery options.

Lahore

  1. Standard Delivery

    • Free Delivery on all orders.
    • Same Day Delivery or within 24 hours.
    • Try Before You Buy (TBYB) on all orders.
    • Delivered by JOMO’s own delivery team.
    • Once you place your order, you can choose your preferred time slot from the following and we’ll deliver it to you within that time period:.

      i. 9 AM to 12 PM

      ii. 12 PM to 4 PM

      iii. 5 PM to 8 PM

      iv. 8 PM to 11:59 PM

  2. Express 4 Hour Delivery

    • Delivered 24/7 within 4 hours
    • Rs. 500
    • Try Before You Buy (TBYB) on all orders
    • Delivered by JOMO’s own delivery team

Karachi

  1. Free Delivery on all orders.
  2. Next Day Delivery.
  3. Try Before You Buy (TBYB) on all orders.
  4. Delivered by JOMO’s own delivery team.
  5. Once you place your order, you can choose your preferred time slot from the following and we’ll deliver it to you within that time period:

    i. 9 AM to 12 PM

    ii. 1 PM to 4 PM

    iii. 5 PM to 8 PM

    iv. 9 PM to 11:59 PM

All other cities (Punjab & KPK)

  1. Free Delivery on all orders.
  2. All orders will be delivered within 24 to 48 hours.
  3. Try Before You Buy (TBYB) offered in select cities.
  4. Delivered by our courier partners.

All other cities (Sindh & Baluchistan)

  1. Free Delivery on all orders.
  2. All orders will be delivered within 2 to 4 days.
  3. Delivered by our courier partners.

Do I get free delivery during sale periods?

Yes you do! You’ll get free delivery 24/7, 365 days a year (366 during leap years)!

How will my order be shipped?

For Lahore and Karachi, all orders will be delivered through JOMO’s own courier fleet. For all other cities, orders will be delivered through our courier partners.

What if I am unavailable at the time of delivery?

If you are not able to receive your order, we provide you the option to have it handed over to someone else at the same address you provided when placing the order.
If you want to receive the order personally but are unable to do so at the scheduled time, call us at (042) 111-345-666 and we will reschedule your delivery as per your convenience

Can I change my shipping address after the order has already been processed?

If your order has already been processed and you want to have it delivered to a different location, please call us at (042) 111-345-666 and we will try our best to get it delivered to your new location.

For detailed information on exchange, please check out exchange policy

Can I exchange my order?

Yes, you can always exchange your order.

Till when can I exchange my order?

You can exchange your order within 15 days of purchase.

What are the conditions for exchange?

Products will only be exchanged if they are in their original condition. This entails that they are unused, not damaged, all stickers and tags intact and packed in their original packing.

Are there any additional charges on exchange?

We will not charge you for pick-up or delivery for any exchange orders.

How can I exchange my order?

You can exchange your order in the following ways:

  1. You can exchange your order at the time of delivery. Simply hand the order back to our rider and reach out to us at (042) 111-345-666 or hello@jomo.pk and let us know which product you would like to exchange and we will place the order for you.
  2. If you want to exchange your order after the time of delivery, reach out to us at (042) 111-345-666 or hello@jomo.pk and let us know which product you would like to exchange. Once we deliver your exchanged order, we will pick up the initial order at the same time.

How long will the exchange process take?

For major cities, the exchange process will take up to 48 hours.

For all other cities, the exchange process will take up to 4 days.

What if my order amount changes due to the exchanged product?

If there is a change in your order amount due to the exchange, in cases were the exchange order value is below original order value, the balance amount will be provided to you as store credit. In cases where the exchange order value is above original order value, you can choose to pay by card or through cash at the time of delivery.

For detailed information on returns, please check out our return policy

Can I return my order?

Yes you can return your order if it meets all the requirements.

Till when can I return my order?

You can reutrn your order within 15 days of purchase.

What are the conditions for return?

Products will only be returned if they are in their original condition. This entails that they are unused, not damaged, all stickers and tags intact and packed in their original packing .

Are there any additional charges on returns?

No, we will not charge you for pick-up of your returned orders.

How can I return my order?

You can return your order in the following ways:

  1. You can return your order at the time of delivery. Simply hand the order back to our rider and we will process your return.
  2. If you want to return your order after the time of delivery, reach out to us at (042) 111-345-666 or hello@jomo.pk and we will schedule a pick-up of your order.

How long will the return process take?

For major cities, the return process will take up to 48 hours.

For all other cities, the return process will take up to 4 days.

What happens if I have already paid for the order?

We offer a money-back guarantee on all your orders. Once you return your order, you have the option to either request for a refund or receive store credit which you can use for shopping with us in the future. Refunds can take up to 14 days to process as per bank policy. On the other hand, store credit will be provided to you immediately on return .

Will I be refunded if I cancel or return my order?

At JOMO, we offer a money-back guarantee on all your orders. Once you return your order, you have the option to either request for a refund or receive store credit which you can use for shopping with us in the future .

How long will it take to process my refund?

Cash refund can take up to 15 days as per bank policy.

If you choose to opt for store credit, it will be transferred to your account immediately.

What if the product I want to buy is out of stock or the size is unavailable?

We try round the clock to make sure your favourites never go out of stock. If a product is out of stock, you can add it to your wishlist and once the product is restocked, you will be the first to know!

What if I can’t find a product on the website?

If you can’t find the product, please search for it on the website by using the product name or SKU code. If you still can’t find it, please call us at (042) 111-345-666 and we will guide you accordingly .

What if I bought a product and it goes on sale?

We have you covered! You no longer have to worry about buying a product and finding out it has gone on sale just a few days later. If your purchased product goes on sale within 7 days of your purchase, we will reimburse the differential amount to you through store credit. .

Can I pre-book a product?

We are currently not offering pre-booking of products.

How can I be sure that the product I’ve ordered is authentic?

At JOMO, we deal directly with only the best local and international brands and we buy the product from them directly. We have exclusive rights for these products directly from the brands and offer a 100% guarantee on product authenticity, which you can check for yourself at the time of delivery.

What is Try Before You Buy? (TBYB)?

TBYB is our way of bringing the store directly to your home! We understand sizing can be quite annoying sometimes, and so we allow you to get completely comfortable with the product before you pay for it. Once you receive your order, take your time in trying out the product and get comfortable with it as our rider waits outside. Once you are completely satisfied with the product, hand over the cash to our rider and you’re good to go!.

In which cities is TBYB being offered?

TBYB is currently being offered in Lahore, Karachi, Islamabad and Rawalpindi. If you’re from another city, don’t worry, TBYB will be in your city very soon!

What time can I contact JOMO?

We are open 24/7, 365 days a year! So call, message, email us at any time on any day and our customer experience team will be there to facilitate you.

How can I get in touch with JOMO?

You can reach out to us in the following ways:

  1. Through live chat on our website www.jomo.pk
  2. By calling us at (042) 111-345-666
  3. Yes, you can always exchange your order.rough email at hello@jomo.pk
  4. Through WhatsApp at 0304 1005666
  5. Through one of our Social channels:

Do you have an outlet?

No we do not have an outlet. But we bring the outlet to you! Through TBYB and express delivery options, experience online shopping like never before!

For detailed information on privacy, please refer to our privacy policy

Why is my information required?

We only use your personal data to enrich your shopping experience with us to ensure a level of service that Jomo prides itself on. This includes sending you product and service updates tailored to your needs. In order to provide you with relevant offers and information, we may analyze your personal data. We will only keep your data for as long as necessary to offer our services to you or for as long as we are required by law.

Is my information shared with third parties?

We only share your personal information with third parties or affiliates of Jomo who perform services on our behalf or process authorized transactions. The personal information we share with these companies to perform services on our behalf is protected via contractual agreements and cannot be shared. We do not sell your information to any third party nor do we disclose your personal information to unaffiliated third parties.