Exchange / Returns

Exchange right

When you receive your Joya shoes, we ask you to take reasonable care of it, trying it out on a clean, indoor and preferably carpeted surface to ensure you have the correct fit. We consider 'reasonable care' to include that goods have not been damaged, washed, altered or excessively worn. We cannot exchange or refund goods of which you have not taken reasonable care.

Your satisfaction is the most important thing for us. If the ordered Joya shoes does not fit you, we will exchange it for free so that your feet always feel comfortable. Please note that an exchange can only be claimed if you send us a valid sales receipt. The goods must be returned within 14 days after receipt in the original packaging together with the completed exchange form.

Moreover, we accept exchange requests or returns only from customers who purchased their Joya shoe from this website ( We are unable to offer an exchange or refund for products not purchased directly from us. Please return them to the original place of purchase, if you did not buy the product directly from our website.

Return of the goods

You have the right to return the item within 14 days after receipt of the package. After this period has expired, a return is no longer possible. We will refund the purchase amount, but not any delivery and return costs that may be incurred, as well as any additional costs arising from the fact that you have chosen a different type of delivery than the cheapest standard delivery offered by us, after checking the returned goods.

Return shipment - step by step

  1. Fill out the Joya returns form. You can download it here (PDF document).
  2. Pack the ordered item and put the return form in the package.
  3. Send the package to: kybun Joya Retail AG, returns management, Mühleweg 4, 9325 Roggwil TG, Switzerland. Please note that you will bear the direct costs of returning the goods.
  4. In case of an exchange of goods you will receive the goods within one week. In case of a refund you will receive the purchase amount credited within 14 days.
  5. If you have any questions about this process, please feel free to contact our customer service on +41 58 329 40 00 or via