Joom order stuck at customs with extra fees, who is responsible and what should I do?

When a Joom order is stuck at customs with extra fees, this is usually because import taxes, VAT, or customs duties are required by your country, and the buyer is legally responsible, not Joom or the seller.

Joom typically acts as a marketplace, and unless the listing explicitly says “taxes included,” customs charges are outside their control.

First, check the customs notice or tracking update to see exactly what fee is being requested and why, then decide whether to pay it or refuse the parcel.

If you refuse or don’t pay within the deadline, the shipment is usually returned or destroyed, and refunds depend on Joom’s policy and the seller’s terms.

If the fee seems incorrect or excessive, consider filing a complaint on Xolvie to raise awareness and pursue a resolution.