Returns and Exchanges

We want you to love your jewellery from Joya. If you’re not happy with your order you can return it to us and we will process a refund.

Just initiate a return within 30 days of receiving your order and we will process your refund once the return has been approved and the piece has been received in unworn condition with the original packaging.

 We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

What can’t be returned?

Unfortunately, we cannot accept returns on earrings, limited edition items, sale items, custom engraved pieces, gift cards and promotional items.

Exchanges
We don’t offer exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted and refunded, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.

 Lodging a return

• To start a return, contact us via the contact us page. Please write RETURN in capital letters in the first line of the message box and describe your reason for returning the item in the lines below. Include the name on your order, the item you would like to return, the reason for return and your order number.
• Once your return is approved a return address will be provided. We don’t cover return postage fees unless we incorrectly sent you the wrong item or the item contains a manufacturing error. We recommend purchasing tracking for return parcels to minimise the chance the parcel is lost. Unfortunately, we cannot assume responsibility for lost parcels.
• As soon as the return is received, provided that the item is still in its original packaging and is unworn we will issue a refund via the payment method used to purchase the original item. We will reach out to notify you that the refund has been processed. Please be aware it may take a few days for the return to be processed by your bank, this is out of our control.

Note:

• Shipping fees will not be refunded.
• Items sent back to us without first requesting a return will not be accepted.
• An item sent for return without its original packaging will not be accepted.

You can always contact us for any return questions via out contact us page.