FAQ
SHIPPING
Each piece of jewelry is handmade by me, pieces are made to order. Please allow up to 6 - 8 days before delivery for domestic shipping, this includes shipping time.
All orders will ship with a tracking number which is emailed to you once your label is created, you will be able to follow along on your packages journey using this email by clicking "view order".
• Australia Standard 3-6 Business days
• Australia Express 1-2 Business days
INTERNATIONAL ORDERS ARE SUBJECT TO DUTIES AND TAXES DETERMINED BY THE COUNTRY TO WHICH THEY ARE SHIPPED. THESE FEES ARE THE RESPONSIBILITY OF THE RECIPIENT TO PAY UPON DELIVERY AND ARE NOT INCLUDED IN THE PRODUCT(S) PRICE.
NOTE: DELAYS ARE BEING EXPERIENCED WORLDWIDE DUE TO THE CURRENT PANDEMIC.
RETURN / EXCHANGES
Each piece from Joya Maya is handmade, carefully inspected, and packaged with love before it ships, but we know things can happen.
We want all our customers to be happy. If you have any issues with your purchase, please email info@joyamaya.com.au.
Our returns policy lasts for 7 days. If you are not happy with your purchase, or the sizing is incorrect, you have 7 days to return otherwise we are unable to refund or change your item.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. All returns must be in a tracked satchel for your own insurance.
As part of our RETURN / EXCHANGES policy, we want to inform our customers that products purchased on sale and payments made through Afterpay are not eligible for return or exchange. This policy is due to the fact that sale items have already been discounted from their original price and payments made through Afterpay are subject to the terms and conditions of that platform. Therefore, we recommend that you carefully review the details of your purchase before making it and ensure that the selected product is right for your needs.
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’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@joyamaya.com.au. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@joyamaya.com.au.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
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 too.
Privacy
I will only use your shipping/billing address and contact information to fulfill and communicate with you about your order.