|Destination ||Service ||Shipping cost ||Delivery |
|Hong Kong (except outlying islands) ||Local courier ||Free delivery ||1-2 working days |
|Rest of the World ||DHL Express ||Purchases above HKD5,000 ||2-3 working days |
|-Free delivery |
|Rest of the World ||DHL Express ||Purchases below HKD5,000 ||2-3 working days |
|-Actual shipping cost calculated and charged at checkout. |
Shipping and collections
You will be given an indication of the expected delivery time when you place your order online. JOYCE’s teams will try their best to meet these estimates but cannot guarantee that such estimates must be met.
JOYCE insures each order through transit up until it is delivered to you or is collected. You need to sign a confirmation of receipt of the products when the products are collected and by doing so, you accept the responsibility for the products ordered from that moment on. If the recipient or collector is not the original purchaser, or in case of delivery of a gift, then you accept this signature as an evidence of delivery and fulfilment of your order by JOYCE. You also accept the associated transfer of responsibility in the same way.
Tracking your order
When the merchandises are shipped, customers receive an email from Joyce.com with the tracking number. Customers may check from www.DHL.com for the shipment status for deliveries outside Hong Kong.
You can check the current status of your shipment by signing into your account and selecting ORDER STATUS. Simply type in your unique tracking number which we emailed to you, and we will track your shipment for you.
This Returns Policy applies to purchases with JOYCE Hong Kong and JOYCE China. Unless otherwise stated, this Returns Policy applies to both in-Store purchases and online purchases.
- Compliance with JOYCE store operations policies
Any customer who violates or abuses JOYCE Returns Policy (including without limitation demonstrating a high incidence of returns after purchase), or engages in inappropriate behaviour (including without limitation abuse of JOYCE staff) or illegal activities (including parallel importing or passing off of Product purchased at JOYCE by the customer) may suffer the following consequences:
- The customer may be blacklisted by JOYCE;
- JOYCE may not accept future orders from the customer;
- JOYCE may decline the customer’s request to return or exchange any Merchandise;
- If the customer is a holder of the JOYCE Cards, he/she may be disqualified from the JOYCE Cards programme; or
- If the customer is not a holder of the JOYCE Cards, he/she may be barred from joining the JOYCE Cards programme.
The decision as to whether a customer has violated or abused JOYCE Returns Policy or engaged in inappropriate behaviour remains within JOYCE’s sole discretion and its decision shall be final. Suspected illegal activities will be referred to Lane Crawford JOYCE Group’s legal department for further investigation and action.
2. In-store purchase
This section applies to in-Store purchases only.
Returns or exchanges
JOYCE does not accept returns or exchanges on Merchandise except for Defective Merchandise.
Return or defective merchandise
For Merchandise sold in Store the only exception to JOYCE’s no refund no exchange policy permitted is in the case of Defective Merchandise. In this case the Merchandise will be returned to the Supplier or for independent assessment by a third party to determine whether the Merchandise is defective. Merchandise damaged as a result of fair wear and tear will not be accepted as defective. If the Merchandise is determined to be defective the customer will be entitled to repair or full refund as appropriate within the circumstances at the sole expense of the Supplier. JOYCE will use its best efforts to secure such repairs or refund on behalf of the customer but accepts no liability whatsoever howsoever arising from the Defective Merchandise supplied by the Supplier.
Any Defective Merchandise must be presented at the relevant counter of purchase at JOYCE with the original invoice within 7 days of purchase and must be photographed by JOYCE staff on receipt and return to the customer. Customers must sign a waiver to indicate their acceptance that JOYCE assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment. This procedure is known as the “in and out waiver” procedure.
Refunds for the original purchase amount of the Defective Merchandise will be paid by JOYCE on behalf of the Supplier of the Defective Merchandise directly to the customer, subject to applicable terms and conditions which can be found at WWW.JOYCE.COM, or at JOYCE’s sole discretion. The original purchase amount will be credited back to the customer:
- to the credit card or debit card used for the original purchase;
- by cheque for purchases paid for in cash in Hong Kong;
in cash for purchases paid for in cash in China. No credit may be issued on credit i.e. Merchandise purchased with a gift voucher will not be refunded but may be exchanged.
Any free promotional gift issued with the returned Defective Merchandise must also be returned.
3. Online purchase
This section 3 applies to online purchases only.
Merchandise may be returned provided that:
- all tags, certificates, warranties, care instructions, product labeling, authenticity cards, extra buttons, hangers, dust bags and boxes (in the case of shoes) are intact and returned together with the Merchandise;
- the original invoice is presented;
- the Merchandise does not fall within the category of “Excluded Items” as defined below;
- the Merchandise is in Sellable Condition as defined below;
- customers email firstname.lastname@example.org within 10 days from the delivery date to request a Return Authorization Number (“RAN”), with a clear indication of order numbers, item codes and quantity; and
- return the Merchandise within 10 days from receiving the RAN.
Returns outside 10 days from receiving the RAN may be accepted at the sole discretion of JOYCE.
International returns must be sent via DHL Express. Customers will take full responsibility for the returns if they do not send the Merchandise via DHL Express. DHL Express will provide the airway bill to customers to complete upon pick-up. Customers are required to write the RAN on the airway bill and the outside box. JOYCE reserves the right to refuse returns that are not made via DHL Express.
“Sellable Condition” means that the Merchandise is still in its original packaging with the original labels, garment tags, price tags and return tags still attached; that the Merchandise is unworn, unused, unwashed, unaltered and in the condition originally sold (in the case of shoes that the soles are not scratched or dirty); and that the Merchandise is not damaged in any way.
The decision as to whether the Merchandise is in Sellable Condition remains within JOYCE’s sole discretion and its decision shall be final.
If JOYCE receives a return that cannot be accepted, the customer has the option either to collect the Merchandise again from one of JOYCE stores or to have the Merchandise re-shipped to the customer at his/her sole cost.
Refunds will be made for the original purchase amount. Initial shipping, taxes and duties will not be refunded except for Defective Merchandise in which case a full refund will be made subject to inspection and compliance with the policy under “Return of Defective Merchandise” below.
Except for refunds for Defective Merchandise (see below Return of Defective Merchandise), all refunds will be made to the customer’s paypal account.
No credit may be issued on credit i.e. Merchandise purchased with credit to a paypal account will not be refunded unless defective.
Any free promotional gift issued with the returned Merchandise must also be returned.
Return of defective merchandise
Customers must email email@example.com within 10 days from the delivery date to request a RAN, with a clear indication of order numbers, item codes and quantity, and return the Merchandise within 10 days from receiving the RAN. Returns outside 10 days from receiving the RAN may be accepted at the sole discretion of JOYCE.
Shipping, tax and duties’ costs on the Defective Merchandise will not be charged. JOYCE reserves the right to request photographic support regarding Defective Merchandise before authorising a return. If requested, the Customer shall sign a waiver to indicate their acceptance that JOYCE assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment.
Refunds for Defective Merchandise will be paid by JOYCE on behalf of the Supplier of the Defective Merchandise directly to the customer, or at JOYCE’s sole discretion, the original purchase amount will be credited back to the paypal account used by the customer to purchase the Defective Merchandise.
Customers may present Merchandise that has been damaged after purchase for repair by the Supplier at the customer’s sole cost provided that the customer agrees to accept JOYCE’s “in and out waiver” procedure pursuant to which the customer signs a waiver to indicate their acceptance that JOYCE assumes no liability in respect of the damaged Merchandise but will present it for inspection to the Supplier for assessment for repair and quotation for the customer’s approval and at the customer’s sole cost. JOYCE will only undertake repairs requiring replacement of spare parts for current season Merchandise purchased from Ladies Shoes and Accessory departments.
5. Contact Us
Please contact Customer Service regarding questions about this Returns Policy.