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Terms of Service

Thank you for visiting the JOYCE ’s (“JOYCE ,” “we” or “us”) website WWW.JOYCE.COM and/or the JOYCE App (the “Site”). Access to and use of the Site and related services (collectively, the “Services”) are made available to you in accordance with the following Terms of Service and any other rules and policies posted on the Site, including the Privacy Policy (collectively, the “Terms Of Service” or “TOS”). By using the Services such as browsing or placing orders on the Site, you are agreeing to all of the Terms of Service. If you do not accept or agree to the TOS, you must immediately discontinue your use of the Services.

You acknowledge and agree that JOYCE will collect, use, store and disclose any personal data provided by you in accordance with the Privacy Policy.

This TOS does not acknowledge any relationship between you and JOYCE (partnership, collaboration, employment, or otherwise). It does not entitle you to hold yourself as a representative of JOYCE .

JOYCE reserves the right to make changes to the Site or any part of the TOS at any time. Please visit this page from time to time to check for any updates or changes to any part of the TOS (including the said rules and policies and the Privacy Policy).

If you have any comments about the Site or this TOS, please Contact Us.


Intellectual Property

All software and “Content” (which is defined as, or includes, any text, audio or music, video, graphics, photographs, and images) on this Site are the intellectual property of JOYCE and are protected by intellectual property and copyright laws and international treaty provisions.

The Site is for your personal and non-commercial use only. Any non-personal and/or commercial use of the Content is only permitted when expressly authorised by JOYCE and/or its third party licensors. You may not distribute, reproduce, publish, sell or license any Content contained within the Site without prior consent or authorisation of JOYCE . Any such unauthorised actions may result in civil consequences or criminal penalties.

JOYCE reserves the right to withdraw or amend any item of the Services without prior notice. We will not be liable in the event that the Site is unavailable at any time and for any period.


Third Party Links

The Site may include links to other websites or resources that are not operated or prepared by JOYCE. We have no control over such websites or resources and will not accept responsibility for them or be liable for any loss or damage caused or alleged to be caused by or in connection with your use of them.

JOYCE is not responsible for the content or accuracy of any off-Site pages, which include, but, are not limited to, advertisers of the Site. Use of these external websites or resources will be at your own risk and subject to the terms of use and service contained within these party sites including links embedded.


Product Descriptions

JOYCE will endeavour to ensure that the Content and the product descriptions on the Site are as accurate and complete as possible. However, we do not warrant that Content and product descriptions are entirely accurate, complete, current or error-free. Please refer to our Returns policy if you feel a product offered by JOYCE is not as described.


Deposits for Preordered Items

If you wish to purchase: (i) any out-of-stock or unavailable Merchandise that is available for pre-order (at the discretion of JOYCE’s or (ii) any service provided or made available by Joyce that requires or accepts a pre-payment (at the discretion of JOYCE’s , you may pre-order such Merchandise or service (“Pre-Ordered Item”) by placing a deposit at any JOYCE store in an amount equal to the full purchase price of such Pre-Ordered Item (or such other amount as approved by JOYCE at its discretion) (“Deposit”).

Once you have placed a Deposit for a Pre-Ordered Item, a deposit receipt will be issued to you (“Deposit Receipt”), which will be subject to the terms and conditions stipulated below. You shall be deemed to accept these terms and conditions upon placing a Deposit for the Pre-Ordered Item.

  1. JOYCE cannot guarantee the availability of any Pre-Ordered Item or delivery by a requested date. Please check that all details of the Pre-Ordered Item (quantity, colour, size etc.) that you have provided to us are correct and that you have supplied accurate contact details for collection notification.
  2. At collection, you must present the original Deposit Receipt and pay any outstanding amount in full to receive the relevant Pre-Ordered Item. Copies of the Deposit Receipt will not be accepted. No return, exchange or refund is allowed for any Pre-Ordered Item.
  3. Your contact details: When you place a Deposit, you are required to supply your accurate contact details so that we can contact you when the Pre-Ordered Item is/are ready for your collection. If any of your contact details change, please contact our store staff immediately. We will not be liable for being unable to contact you to collect your Pre-Ordered Item(s) if your contact details change and we are not notified of that change. Your contact information may be used for the purposes of completing your order in accordance with our privacy policy.
  4. Contact us: Please contact us (details above) if you do not hear from us about your Pre-Ordered Item within the estimated time when the Pre-Ordered Item should be ready for your collection.
  5. To place Deposit(s) for a Pre-Ordered Item, you must pay the full price of all item(s).
  6. If the Pre-Ordered Item is unavailable for any reason:
    1. JOYCE will use your supplied contact details to notify you of that unavailability. You will have nine months from the issue date of the relevant Deposit Receipt (“Deposit Date”) or such other longer period that JOYCE notifies to you to claim a Deposit refund from any JOYCE store. You must present your original Deposit Receipt to obtain the Deposit refund.
    2. Subject to any applicable law, if you do not claim that refund within 9 months of the Deposit Date or such other longer period that JOYCE notifies to you, you will be deemed to have forfeited any right to the Deposit refund.
    3. Any refund will be issued in Hong Kong dollars only, and will be issued by gift card or directly to the same credit card or other payment platform originally used for the Deposit payment (or in cash, if originally paid by cash). Please note that refunds by Octopus Card or EPS are not available.

    Where a refund to the original payment platform cannot be made, the refund shall be made in the form of JOYCE gift card(s).

    JOYCE will only bear transaction fees for the remittance of the refund, and the customer shall bear transaction fees charged by its bank and/or card issuers for receipt of the refund. Please check with your bank or card issuer for any such charges. As the processing time will depend on the relevant payment platform, JOYCE will not be liable for any processing delays. JOYCE will not be liable for any differences in foreign currency exchange rates in respect of any payments by Joyce to its customers.

  7. If the Pre-Ordered Item is available and JOYCE has received it:
    1. JOYCE will use your supplied contact details to notify you to collect the Pre-Ordered Item. Your Deposit paid will then form part of the purchase price of the Pre-Ordered Item. You must present the original Deposit Receipt to collect the Pre-Ordered Item. If you do not then collect the Pre-Ordered Item and pay all of its outstanding purchase price within one year of the Deposit Date, you will be deemed to have forfeited the Deposit and any right to the Pre-Ordered Item. No refund, exchange or returns are allowed for Pre-Ordered Item once a purchase order for that good has been made.
    2. If the Pre-Ordered Item ordered has an expiry date (e.g. food items or cosmetics) or is otherwise perishable, JOYCE will not be responsible for any loss or deterioration in the Pre-Ordered Item caused by your failure to pick up the Pre-Ordered Item in good time to prevent the Pre-Ordered Item from deteriorating. Food, alcohol and/or perishable items cannot be stored at/or with Joyce.
    3. If you do not collect a Pre-Ordered Item by the relevant time set by these Terms, JOYCE reserves the right to charge you a reasonable storage fee or any other reasonable third-party charge incurred with respect to the order of the Pre-Ordered Item, as provided in our Storage policy below.
  8. Any Deposit or Pre-Ordered Item unclaimed after the relevant deadline in these Terms will be handled at JOYCE’s sole discretion.
  9. If any dispute arise about these terms and conditions, the decision of JOYCE will be final.
  10. Other than related companies of JOYCE, any person not a contracting party to this purchase has no rights under Hong Kong’s Contracts (Rights of Third Parties) Ordinance.
  11. The Chinese version of the terms above are provided for reference only. In case of any discrepancies between the English and Chinese versions, the English version shall prevail.


Returns or Exchanges

Merchandise may be exchanged (subject to stock availability) or returned within 7 days of purchase 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; and
  • All necessary procedures set out by JOYCE are duly completed.

Returns or exchanges outside 7 days of purchase may be accepted at the sole discretion of JOYCE.

Items should be returned unworn and in the original packaging provided to the relevant store of purchase.


Sellable Condition

“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; and that the Merchandise is not damaged or soiled in any way. Without prejudice to the generality of the foregoing, the additional conditions below apply to specific categories of Merchandise:

  • Shoes
    Shoes should be returned unmarked and in their original, undamaged shoe box and dust bag as this is considered part of the Merchandise. Shoes that are returned without a dust bag and box, in a damaged dust bag or box or with marked, scratched or dirty soles may not be accepted, and may be sent back to the customer.
  • Bags
    Bags should be returned in a new, unmarked, unused and undamaged condition with protective strips on hardware intact and dust bags if provided on delivery.
  • Clothing
    Merchandise should be returned in a new, unmarked, unused and undamaged condition.
  • Lingerie & Swimwear
    Lingerie, men’s underwear, swimwear and all items of a similar nature should be tried on over underwear, without removing the protective adhesive strip. Returns or exchange will not be accepted if this strip has been removed or if items are soiled.
  • Hosiery
    These items are delivered in sealed packaging and should be returned seals intact and unopened, otherwise they will not be accepted for return.
  • Limited-Edition Products and Books
    As these items are highly collectible, returns will not be accepted if the protective cover and packaging have been removed.
  • CDs, DVDs, Videos, Tapes or other Recording media, Software, Digital Accessories, Luxury headphones, headsets, Men’s Luxury Accessories
    These items are delivered in sealed packaging and should be returned with seals intact and unopened; otherwise they will not be accepted for return.

The decision as to whether the Merchandise is in Sellable Condition remains within JOYCE’s sole discretion and its decision shall be final.


Excluded Items

No return or exchange will be accepted for the following items, which are defined as “Excluded Items” for purchases in store: Merchandise that is not in Sellable Condition; fine jewellery, vintage jewellery, watches, vintage watches, pillows, mattresses, fur, bespoke or made-to-measure Merchandise, custom orders, vintage Merchandise, antiques, unique and fragile Merchandise, Merchandise invoiced as “no refund” or “no return no exchange”, Pre-sale, Sale, Warehouse or Aged Stock Merchandise invoiced as “no return no exchange” or sold “as is”, perishable goods, including food, beverages, flowers, plants (including the vases/pots/vessels in which the flowers and plants are planted) and hampers, underwear (bottoms), shapewear with bottoms, bodysuit with bottoms, Apple Merchandise, JOYCE Gift Cards (“Gift Card”), staff purchase, and items subject to Environmental Levy on Plastic Bags.

The only exception permitted in the case of Excluded Items is in the case of faulty or damaged items (“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 Merchandise, 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 refunds on behalf of the customer, but accepts no liability whatsoever howsoever arising for the defective items supplied by the Supplier.

In the event of a dispute, the decision from JOYCE shall be deemed final.



In JOYCE’s sole discretion, the original purchase amount will be credited to the credit/debit card/account used by the customer for purchase of the Merchandise or any designated account in the same name of the customer for all refunds. JOYCE may also, at its sole discretion, issue credit notes for non-sale items based on the purchase price (excluding items purchased with credit notes). Such credit notes will be valid for use for 6 months.

Refunds for Merchandise purchased with a Gift Card will be credited back to the existing Gift Card of the customer. Cash refunds are not available for any purchase.

If any voucher has been redeemed for any purchase, only the transaction amount net the value of the voucher will be refunded.


Return of Defective Merchandise

For in-store purchases, 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.



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 Shoes and Accessory departments.



Unless as otherwise set out under the applicable laws and regulations, customers are permitted to exchange Merchandise other than Excluded Items (for in store purchase) for a different size, colour or style based on stock availability. If the customer selects Merchandise of lower value than the original Merchandise purchased then in JOYCE’s sole discretion, the price difference will be credited to the credit/debit card/account used by the customer for purchasing the Merchandise or any designated account in the same name of the customer (as the case may be).


Contact Us

Please contact the relevant store of purchase regarding questions about this Policy.


Your Rights

Nothing in the TOS is intended to affect your rights under the Laws of Hong Kong SAR.



Views expressed in any media by the designers, companies or third parties, whose products are sold at JOYCE stores or on the Site or with whom we are associated, are their own. JOYCE takes no responsibility for any such views as they do not necessarily reflect ours.

JOYCE does not guarantee that the use of the Site and Services will be error-free or that the Site or the servers that make it available are free of viruses or other harmful components. We recommend all users of the Site have up-to-date software, including anti-virus, installed.

Some events may happen beyond our reasonable control, such as adverse weather. Under such conditions, JOYCE will always do its best to aim at maintaining its Services, but will not be responsible for failing to meet any obligations in this TOS.


Indemnity and Waiver

At our request, you agree to compensate us fully and hold us, JOYCE (including its officers, directors, agents, affiliates, licensors, and suppliers), harmless from and against all liabilities, claims, expenses, damages and losses, including legal fees, arising from any breach of the TOS by you. This includes the use of the Site by any other persons using your account caused by your action or inaction.

If you breach the TOS and we take no action against you, it is no wavier for us to exercise our rights and remedies in any other situation where you breach the TOS.



We have our complaints handling procedure that we will use to try to resolve any disputes when they first arise. Please contact the relevant JOYCE store for any order related complaints or comments.

JOYCE respects the intellectual property of others. If you have reason to believe your work may have been used on the Site without your permission, please contact us following this complaints handling procedure.


Governing Law and Jurisdiction

The TOS, together with all our policies and procedures, are governed by and construed in accordance with Hong Kong SAR law. The relevant courts of Hong Kong SAR will have exclusive jurisdiction in the event of any dispute or claim associated with these TOS.