How can we help?
Start with the common questions below, or go straight to the thing you were doing.
Go straight there
What we can help with
These are the areas support covers. If your question is in one of them, write in and say which.
Orders and delivery
Following an order from checkout to the door
- Finding an order and its current status
- Delivery options and what they cost
- Tracking a shipment once it leaves the seller
- An order that has not arrived
- Changing or cancelling an order
Returns and refunds
Sending something back and getting your money
- Whether an order is still inside its return window
- Starting a return from the order page
- What happens after a return is approved
- Items that arrive damaged or faulty
- Where a refund goes
Account and security
Signing in, and keeping the account yours
- Signing in and resetting a password
- Changing your details
- Two-factor authentication
- Privacy and notification settings
- Closing your account
Payments and billing
Paying for an order and what happens if it fails
- The payment methods checkout offers
- A payment that did not go through
- Saved payment methods
- Receipts for an order
- Promotional codes
Selling on Jstreems
Everything on the seller side of the marketplace
- Opening a seller account
- Listing products
- Seller fees
- Payouts
- Seller verification
Lists, gifts and shopping together
The parts of Jstreems you use with other people
- Creating and sharing a list
- How group gifts work
- Contributing to someone else’s gift
- Following sellers and people
- Sharing a product
Common questions
Add what you want to your cart and go to checkout. Checkout walks you through contact details, delivery address, delivery option, payment and a review step, so you can see the full total before anything is charged.
Open My orders and choose the order you want. The order page shows its current status, and once the seller has despatched it there is a tracking view for the shipment.
A group gift turns a cart into a link you can share. Anyone who opens the link can put money towards the gift and leave a message, so several people can club together for one present.
Selling is handled in the seller portal rather than here. Open it, register a seller account, and follow the verification steps it asks for before you list.
Checkout offers Jstreems Pay — a hosted payment page that takes a saved method, a card or a bank transfer — and cash on delivery where the seller supports it. Card details are entered on the payment provider’s page, not on Jstreems.
A delivered order shows its return window on the order page. While that window is open, choose Request return on the order and follow the steps; the order page tells you how long you have left.
It depends on the seller and where the order is going. The delivery options available for your address, and what each one costs, are shown at checkout before you pay.
Payments are taken on the payment provider’s own hosted checkout page. Your card number is not entered into Jstreems and is not stored by us.
Still stuck?
Write to support
Email is our support channel. Tell us what happened and include the order number if there is one — it saves a round trip.
Selling on Jstreems
Seller accounts, listings, fees and payouts are all handled in the seller portal, which has its own help centre.
Open the seller portal