FAQ

ORDERS

CAN I CANCEL MY ORDER?

It is our priority to ensure that you receive your order as soon as possible. It will not be possible to cancel or amend an order once it has been processed. If the order has already been shipped, please return the delivery when it arrives. For more information please visit our Returns and Exchanges section.

 

HOW CAN I FIND MY ORDER STATUS?

You may check your email from Joya that has been sent to you with your tracking number. You may also contact us to check your order status.

 

CAN I MAKE CHANGES TO MY ORDER?

If you wish to change the details within an order, it will need to be cancelled and a new order must be placed; we cannot amend order details once they enter our warehouse system. If you have been unable to cancel your order, once you receive it you may return it for an exchange or a refund, please refer to our exchange & return policy page for details.

 

WILL I BE NOTIFIED IF AN ITEM IN MY ORDER BECOMES OUT OF STOCK?

If an item within your order becomes out of stock after your purchase an email will be sent notifying you. You will not be charged for items that are out of stock, and any funds will be released on your payment card once it has been cancelled.

 

I AM MISSING AN ITEM FROM MY ORDER, WHAT DO I DO?

If you encounter a problem with your order, please contact us and we will be happy to assist you with any problem that you may experience.

 

DELIVERY

HOW MY ORDER SHIPPED?

All Joya products sent from our warehouse in San Francisco, California. We pride ourselves on shipping your order quickly. 99% of in-stock orders leave our warehouse within one business day. All shipments have online tracking and are sent within 48 hours. Our standard shipping method is UPS Ground. It will take usually 2 to 5 business days for the shipment to arrive. The basic shipping costs of $9.99 will be added during checkout. From an order value of $200 the shipping costs are free.

 

HOW CAN I TRACK THE PROGRESS OF MY ORDER?

You will find a tracking number in your shipping confirmation email to follow the status of your shipment. You can track it on WWW.UPS.COM

 

HOW LONG WILL IT TAKE FOR MY ORDER TO BE DELIVERED?

We offer standard delivery via courier from our California warehouse, a signature will not be required upon delivery. Shipping times vary by location, all shipment have online tracking and are sent within 48 hours. It will take usually 2 to 5 business days for the shipment to arrive. The shipping costs of $9.99 will be added during checkout. From an order value of $200 the shipping costs are free.

 

WHAT IF I AM NOT AVAILABLE WHEN DELIVERY OF MY PACKAGE IS ATTEMPTED?

If you are unavailable at the time of delivery, the courier will leave a note with information about the next delivery attempt or how to contact them.

 

WHAT CAN I DO IF MY ORDER HAS NOT BEEN DELIVERED YET?

If you encounter a problem with your delivery please contact our customer service team and we will be happy to assist you.

 

DO I PAY TAX CHARGES ON MY ORDER?

Tax charges are determined by your government and are covered in the cost of your order.


 

PAYMENT

WHAT METHOD OF PAYMENTS DO YOU ACCEPT?

We accept American Express, MasterCard, Visa, PayPal.

When using your credit card, please provide your credit card billing address if different from the shipping address and daytime/nighttime phone numbers. If the billing address or the security code does not match that which is on file at the financial institution, if authorization is not given for any reason, or if the issuing bank cannot support verification efforts, we reserve the right to cancel the order without notification.


WHAT CURRENCY ARE YOUR PRICES LISTED IN?

Our prices are listed in US Dollar.


HOW DO I ENTER MY DISCOUNT CODE?

You can redeem your discount code by entering your code in the promotion code field in your basket and then click the 'apply' button.


WILL MY CREDIT CARD AND PERSONAL DETAILS BE PROTECTED WHEN I MAKE PURCHASES JOYA?

We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software which encrypts information you input. We reveal only the last four digits of your credit or debit card number when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.

It is important for you to protect against unauthorized access to your account, your password and your computer. Be sure to log out of your account when finished, especially when using a shared computer.


DO YOU PRICE MATCH?

No, we do not price match with other retailers or website offers.

 

 

RETUNRNS, EXCHANGES & WARRANTY

HOW DO I MAKE A RETURN FOR AN EXCHANGE OR A REFUND?

We gladly accept returns within 30 days of the date of receipt from customers who purchased their Joya product from www.us.joyashop.swiss. 

Your satisfaction is our priority and we hope that your order has met your expectations. If you change your mind about any of the products for any reason, you may return the product within 30 days of receipt for an exchange or refund. Please note we can only process like for like exchanges for a different color or size of the same style.

You may return goods and receive an exchange or full refund providing that the goods have not been worn, damaged, washed or altered. Please note we cannot exchange or refund items of which you have not taken reasonable care. We cannot refund shipping costs except in cases of faulty products.

We recommend that the goods are returned using the Return Form received with your order. Please note that you will be required to arrange and pay for the goods to be returned to us, in the case of a refund we will refund the value of the goods only. All packages should be sent using a trackable method; Joya is not responsible for packages sent by consumers and lost in transit.

We process most returns within one week of their receipt back to our warehouse. Once your refund has been processed it can take your bank up to 10 days to post the credit to your account. All refunds will be in the same form as the original payment, the time it takes for the funds to reach your account once we process the refund is dependent on your bank or card issuer.



HOW LONG WILL IT TAKE FOR MY RETURN TO BE PROCESSED?

Please allow 10 days from the date you return the parcel for us to process your exchange or refund request.



HOW DO I RETURN AN ITEM PURCHASED IN ONE OF YOUR AUTHORISED RETAILER STORES?

If you purchased your Joya from an Authorized Joya retailer, please return to them for assistance. If they are unable to help you please call our customer service team and they will assist you.



WHAT IS THE WARRANTY FOR JOYA SHOES, AND HOW DOES THIS WORK?

The Joya warranty applies to shoes less than one year old from date of purchase. It applies to defective materials and workmanship.

If a product is not deemed defective, it will be returned to the customer. All packages should be sent in via a trackable method as Joya is not responsible for packages lost in transit that consumers have sent to them.

Please allow 5-10 days for us to process your warranty claim on receipt of your parcel.


PRODUCT INFORMATION

DO YOU OFFER A REPAIR SERVICE?

We do not offer a repair service, However we have a year warranty . Please refer to our warranty section for more information.


HOW DO I FIND MY PROPER SIZE?

To ensure you order the correct size, please review our sizing chart and supportive documents.


WHAT SHOULD I BE PAYING ATTENTION TO WHEN TRYING A SHOE ON?

When you receive your new shoes, please test them on a clean and preferably carpeted indoor surface for a minimum of one hour to ensure that they fit comfortably. You should not have excessive room in front of your toes, nor should your toes be pushed against the front of the shoe - these may be signs that you require a different size. Try on both shoes: most people have one foot slightly larger than the other.


HOW DO I KNOW IF AN ITEM IS IN STOCK?

When an item is in stock, the size will be available to select on the product pages. If the item is out of stock, you will not be able to select the size.


GENERAL ENQUIRIES

HOW DO I GET IN CONTACT WITH YOUR MARKETING TEAM IN THE USA?

You can email our operational team directly at info.usa@joyashop.swiss


I AM INTERESTED IN BECOMING A JOYA RETAILER IN THE USA. HOW DO I GET STARTED?

To get started as an authorized Joya Partner, please email us at info.usa@joyashop.swiss


HOW DO I SUBSCRIBE TO THE EMAILING LIST?

To subscribe to our email lists please enter your email address in the Email Sign Up field, located on the lower right hand corner of our site.