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Joyah - Exchange and Refund procedure

Customer Service > Return Form
I'd like to make an exchange / get a store credit for an article that I ordered.
I'd like to be refunded.


° Exchange procedure

Because it's not always easy to buy without trying it on, Joyah offers to exchange it in the best conditions!
Do not panic, order without getting out of the house and try it directly at home!

You can exchange your product for any other size or product, or you can get a refund if you don't find anything else you like!
To proceed to an exchange, the price to send the package is at your expense but we take care of sending back the new article to you for free!
From the day you send us back your article to the day you receive the new one, it can take up to 10 working days. If you are in a hurry, do not hesitate to recommend it directly on our website and to warn us by email at this address: contact@joyah.bio
The sales items can't be exchanged but can be refunded. The fees to send back the package are at your expense.

Conditions to proceed to an exchange:
● Available within 15 days maximum after receiving the package. Delay expended for 30 days while Christmas Holidays.
● Only intact products, in their original packaging, with the tag still on and in perfect conditions will be taken back.
The articles have to be tried on with your underwear. In fact, for hygiene measure all returned products where this measure hasn't been respected won't be able to be exchanged.

Step 1 : Send an email to the adress contact@joyah.bio specifying or use the form below:
● Your first and last name.
● Your order number.
● The reference and size of the article(s) you want to exchange.
● The reference and size of the new article(s) you desire.

Step 2 : The customer service of Joyah will reply to your email within 24 hours with the confirmation of your exchange.

Step 3 : Replace the article(s) in their original packaging and in the box and tick the box "exchange/store credit" on your delivery note and place it also in the box.

Step 4 : Return your package at the post office, at the following address:

JOYAH
C/O COTE AZUR ROUTAGE
5191M - 1ère Avenue
ZI de Carros
06517 CARROS CEDEX 1

Pay the right amount depending on how heavy the package is.
Thank you for choosing the shipment mode with follow up (Post Office as Royal Mail or private haulier as DHL) and keep the proof of your drop off and the follow up number of the package, they will be demanded to you in case of dispute.

Caution you have a 10 days delay maximum to send us your exchange package.

Step 5 : Once we've received your package, and after a delay treatment of 7 working days we will send you your new article. An exchange can take up to 20 working days. If you are in a hurry, we advice that you reorder on our website then get a refund.
Exchanges are made depending on the product availability, if one of the articles isn't available anymore at the moment of your exchange, we can offer, rather you reorder it in a different size depending on the supplier's availability, or proceed to a refund.


° Store Credit free procedure

Same procedure and conditions than the exchange, can't be done on sales items.
When the package is received by us, we will send you an email with a code of the value of your returned article(s), this code will have to be used in the box DISCOUNT of your bag at the end of your next purchase. The code for the credit note is usable one year starting the issued date.


° Return procedure for a refund

For a refund procedure the return fees are at your expense.

Conditions to get a refund:
● The refund is possible for all the products on our website, including the sales items and on discount.
● Only intact products, in their original packaging, with the tag still on and in perfect conditions will be taken back.
The articles have to be tried on with your underwear. In fact, for hygiene measure all returned products where this measure hasn't been respected won't be able to be exchanged or refunded.
● Available within 15 days maximum after receiving the package. Delay expended for 30 days while Christmas Holidays.

Step 1 : Put back your article(s) in their original packaging and place them in an envelop or a box with the delivery coupon on which you have to tick the box "refund".

Step 2 : Send back the package to the following address :
JOYAH
C/O COTE AZUR ROUTAGE
5191M - 1ère Avenue
ZI de Carros
06517 CARROS CEDEX 1

Thank you for choosing the shipment mode with follow up (Post Office as Royal Mail or private haulier as DHL) and keep the proof of your drop off and the follow up number of the package, they will be demanded to you in case of dispute.

Step 3 : Your refunded package will be treated whithin 7 working days after the reception, you will be informed by an email.

Refund modalities :
In the case of a refund, it can be done :
● by credit card for the clients that chose this payment mode
● by bank check for the ones who have paid by check
● by PayPal for the ones who have paid by PayPal
● by bank transfer for the clients who paid by bank transfer (please send us your bank information by email first)

Please do not return your package to a Relay Point or any kind of parcel drop off point without authorization (meaning only if we sent you a return coupon for a parcel drop off point), we might never receive your package !
ADDRESS
JOYAH
C/O COTE D'AZUR ROUTAGE
5191 M - 1ÈRE AVENUE
ZI CARROS
06517 CARROS CEDEX 1
E-MAIL
contact@joyah.bio
Surname *
Name *
Phone
E-Mail *
Order N° *
Date of order *
Date of delivery *
Reason for return *
Product(s) *