WHERE DO YOU DELIVER TO AND WHAT ARE YOUR SHIPPING COSTS?
You'll be kept in the loop on the status of your order with confirmation and tracking emails.
* Including Channel Islands.
** Rest of the World deliveries includes Switzerland, Norway & Iceland due to the high customs charge. Any taxes or duty fees incurred to ship abroad are the responsibility of the customer and these costs cannot be reclaimed from Joyashoesuksale.
Unfortunately for various reasons we are unable to ship certain brands or products to particular locations outside of the UK.
Due to various problems with overseas shipping, we do not send orders to the following destinations: Africa, Russia, Ukraine, Argentina, Mexico and Malaysia. We reserve the right to add/remove from this list at any time.
****Selected UK & NI postcodes will not be eligible to receive Next Day delivery.
CAN I TRACK MY ORDER?
Once your order is on its way, you will receive a dispatch email with a link to track your order. You can track your order by logging into your account.
FREE DELIVERY OFFER
We offer FREE delivery on orders over £80. Free delivery is not applicable on sale items, shoe laces, shoe care and launch products.
Joyashoesuksale reserves the right to end this offer without any notice.
WHAT IF I PLACE AN ORDER FOR MORE THAN ONE ITEM BUT ONE ISN'T AVAILABLE FOR NEXT DAY DELIVERY?
We've done everything possible to try and reduce the risk of this happening. If you have placed a multiple order and for whatever reason part of the order isn't available, we follow a simple process to keep you informed:
* Any available item will be sent Next Day and you'll receive your dispatch email for this.
* Should an item become unavailable for Next Day, we'll email you to advise of this and have any remaining item that's available sent by standard delivery. You'll be emailed as soon as this is shipped and we'll also refund your postage costs.
* Should the item no longer be available to ship, we'll send you an email to advise what we have been able to send and what we haven't. You won't be charged for any item that we haven't shipped and we'll also refund your postage.
HOW WILL I KNOW IF AN ITEM IS AVAILABLE FOR NEXT DAY DELIVERY?
Once you are in the checkout stage of our site, you'll be able to see which delivery options are available to you. It's at this point you'll be able to see if your item is available for Next Day delivery.
HOW DOES DELIVERY WORK?
You can have your item delivered to one of convenience stores and pick up early until late at a time that suits you. Delivery is £4.99 or FREE* on all full price orders over £70 and your item will be ready to collect within 2-3 working days. You'll be given a list of local Collect points at the checkout stage to choose from.
Once your item is received into your chosen Collect location, you'll receive a ready to collect email and SMS to let you know. Your email and SMS will contain your unique collection barcode which will have to be shown when you collect. This can either be printed or shown on a smart phone or tablet.
To collect your item, you will also need one of the following forms of ID:
It's no problem for someone else to collect your item, but they must have your unique collection barcode and your proof of ID.
Any items not collected within 10 days will be returned and a refund will be processed once this is received back to Joyashoesuksale. Please allow 5-7 days from the point of return for this to process.
DO YOU DELIVER TO BPFO OR PO BOX ADDRESSES?
At this time we are unable to delivery any orders to BFPO addresses or PO Box addresses.
HOW WILL MY ORDER BE DELIVERED?
UK Next Day will be delivered by Yodel and UK Standard will be delivered by Yodel. Your items will be out for delivery between 7am and 6pm Monday-Friday (excluding Bank Holidays). On receipt of the goods a signature will be required. If nobody is available at the address specified, the courier will attempt to have the parcel signed for and left with a neighbour, a card will be left giving you the location of your goods.
International: Your items are sent by DPD. On receipt of your products a signature will be required.
Joyashoesuksale cannot guarantee that the sale and delivery of its goods to your particular country or location is allowed, so please take note of your own import restrictions before placing an order.
HAS MY ORDER BEEN DISPATCHED YET?
When we dispatch your order, we will send a dispatch confirmation email to let you know your shoes are on their way. If you have not received this email after 2 working days you can contact us on Live Help, Email and we'll be happy to help resolve this for you.
CAN I SHIP TO AN ALTERNATIVE ADDRESS?
You can choose to get your shoes delivered to an address other than your billing address. Just enter this address during the checkout process. We are unable to change the address once the order has been placed.
DO I NEED TO SIGN FOR MY ORDER?
All orders being delivered within the UK require a signature upon delivery. Please ensure you enter the delivery address where someone will be present to sign for the delivery.
WILL I NEED TO PAY DUTY ON MY DELIVERY?
Orders shipped to certain locations will have import taxes (including duty, VAT and other Customs charges, where applicable) added to them at the point of entry to the delivery country. This isn't a price we are able to advise on or take responsibility for. Your local Tax Joyashoesuksale will be able to offer further advice on these charges.
WHAT IS YOUR ONLINE RETURNS POLICY
HOW DO I RETURN AN ITEM?
Simply complete your returns form, wrap up your shoes, say your goodbyes and pop the return label on the front of the packaging. You can drop your item off at any of the 6000 local stores offering CollectPlus services. If you use the CollectPlus label to return an item to the Warehouse we will charge you £2.50 for this service. To charge, we will refund you the full amount of your due refund, less £2.50, the cost of using CollectPlus. If you return your order in person to one of our stores you will not be charged £2.50. To find your nearest CollectPlus store.
You can print your label
Should you be a non UK customer or don’t have CollectPlus near you, please use your local postage service. We would always advise using some form of tracked service.
Your item must be unworn and returned in its original condition and packaging, in order for a refund or exchange to be processed. If this is not the case, we cannot guarantee your return will be accepted. Joyashoesuksale aren't liable for your item while it is in transit back to us. All refunds and exchanges are processed within 10 working days of receiving the item back to our Returns Department. Joyashoesuksale will not be responsible for the cost of return.
CAN I RETURN TO STORES IF I BOUGHT ONLINE?
For international returns, Joyashoesuksale will not refund any taxes and fees levied by customs and tax authorities and you are responsible for obtaining any refund from your local tax authority. Therefore, we suggest that customers return international orders direct to our warehouse so that customers can obtain the correct receipts from their local postal service, to present to their local tax authority if they intend to reclaim import duties. -->
I PAID € OR $ ON YOUR UK SITE, CAN I RETURN TO A UK STORE FOR A REFUND OR EXCHANGE?
No problem at all. For a refund, you can pop along to your local store and they’ll be happy to process this for you. The order will be refunded in the currency you’ve originally paid with and will take 2-5 working days to show back to your original method of payment, however some banks may take up to 10 working days.
Should you require an exchange, there are two options available to you for this:
1 – If the item you require as exchange is available in store, we will be able to refund you fully for your original order and then place a new sale. Please note that you will only be able to pay for the order in the currency of the country the store is in. Customers should be aware that the refund will take 2-5 working days, however some banks may take up to 10 working days. Please note the new sale will deduct from your account on the day of the sale.
2 – We’ll be able to place an exchange for you and have the item delivered to you. This will be a 2-5 day service. Delivery time may be longer if having your item shipped outside the UK.
All items must be returned unworn, in their original packaging , within 28 days of receipt of your item.
WHERE DO I STAND WITH THE CONSUMER CONTRACT REGULATIONS?
Any customer purchasing goods online will have 14 days from the date of delivery to cancel their item. Customers will also have an additional 14 days from this point to return the unworn item back to Joyashoesuksale. When returning, please note your intention to exercise your rights under the Consumer Contract Regulations. Standard delivery costs will be refunded if Joyashoesuksale are informed of your intent to return within 14 days of delivery, and then sent back to Joyashoesuksale within the next 14 days from this point.
I DON’T LIVE IN THE UK, HOW DO I RETURN AN ITEM?
If you need to return an item you’ve received from us, you’ll have 28 days to do this from the date you received your order. International customers are responsible for their own returns and which service they use. We suggest using a tracked service.
Once received, returns are processed up to 10 working days. When your return order has been processed, you’ll receive an email to confirm this. Payments can take 3-5 working days to show back to your original method of payment, however some banks may take up to 10 working days. Should you have paid with PayPal, this will be processed within 1 working day.
Joyashoesuksale are not liable for any returns until they are received back to the address with proof of signature.
Joyashoesuksale does not process fees or charges related to importing of goods, and therefore are unable to support refunds of any duties or tax paid by you. Please contact your local tax office for assistance.
I DON'T HAVE A RETURNS FORM, WHERE CAN I FIND ONE?
We’re really sorry you didn’t get a Returns Form with your item. You can contact our support department.
We’ve made it as simple as possible to return with Joyashoesuksale and further returns information can be found on this page.
WHAT DO I DO IF I THINK MY ITEM HAS A FAULT?
We’re really sorry you’ve had any problem with your item. In order for us to determine whether there is a fault or not, we would need to assess the item. Should you be local to one of our stores, feel free to pop in with the item and valid proof of purchase. One of the store managers will be happy to assist and offer an assessment on the item. If you are unable to get to one of our stores, you’ll be able to send the item for assessment to the address we provide.
We recommend using a tracked service as we are not liable for any returns lost in transit. You would be required to enclose proof of purchase and a covering letter with details on why you believe there is a fault. Please also include your name, address and a daytime contact number. Assessments can take a maximum of 15 working days but are usually much faster than this. Should a fault be found, a refund / exchange will be offered and postage costs will be refunded also.
HOW LONG DO RETURNS TAKE TO PROCESS?
Once your item has been received back to our Returns Department, a refund or exchange will be processed up to 10 working days. During sale periods, this may take up to 7 working days. You’ll be notified by email when your refund or exchange has been processed.
WHAT'S YOUR STORE RETURNS POLICY
We hope you love your purchase, however if you’ve changed your mind, we’re happy to accept full price items back within 28 days of the purchase date and any sale items within 14 days. Items can be returned to any of our stores, excluding concessions. Full price items will receive a refund, exchange or gift card, whichever you prefer. For sale items, we’re happy to offer a gift card or exchange. All returned items must be unworn, in their original condition and packaging with valid proof of purchase. If this is not the case, we cannot guarantee your return will be accepted. Please note socks, insoles and facemasks are excluded from returns for hygiene reasons. Items can only be returned in the country they were originally purchased. This is in addition to and does not affect your statutory rights. Please retain this receipt as proof of purchase.