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Shipping, Returns and Right of Withdrawal
At Jyoko.com, we ship to mainland Spain, the Balearic Islands, and various international destinations. During the checkout process, the customer may choose, where this option is available, the courier company from the alternatives offered on the website. For shipping management, we usually work with operators such as Correos Express and MRW; for international shipments we use International Registered Mail, and in the case of the United States, we work with FedEx, as well as with other courier companies depending on the destination, the selected service, and the logistical needs of each order.
1. Preparation and delivery times
The delivery time corresponds to the period between the completion and dispatch of the order and its receipt by the customer at the address provided.
Unless there is a case of force majeure or circumstances beyond Jyoko.com’s control, the estimated delivery times are as follows:
- Mainland Spain: between 3 and 6 business days.
- Urgent deliveries: between 48 and 72 business hours, provided there are no issues with the address indicated, the collection of the parcel, or the courier’s operations.
- Orders placed after 3:00 p.m. on Friday, as well as orders placed on Saturday, Sunday, or public holidays, will be processed from the next business day onwards.
For the purposes of preparation, dispatch, and delivery time calculation, public holidays in Barcelona are considered non-business days and may therefore delay the preparation and/or shipping of the order. These days must be added to the initially estimated delivery time shown to the customer.
The delivery times indicated are approximate and may be affected by high-demand periods, logistical incidents, public holidays, weather conditions, transport issues, or any other circumstance beyond Jyoko.com’s control.
2. Choice of courier
Where the website offers the customer the possibility of choosing a courier company, Jyoko.com will make every effort to respect the selected option.
However, if there is an operational issue, a failed collection, a service impossibility, or any other logistical problem with the courier company chosen by the customer, Jyoko.com reserves the right to ship the order with another courier offering equivalent services, in order to avoid delays and comply, as far as possible, with the committed delivery times.
3. Delivery addresses: customer responsibility
It is the sole responsibility of the customer to provide a complete, accurate, up-to-date, and valid delivery address.
Jyoko.com does not manually alter shipping labels. The label is generated automatically from the information entered by the customer when placing the order. For this reason, the customer must carefully review the address provided before completing the purchase.
Likewise, once the order has been placed, the customer must check that the details stated in the order confirmation email are correct. If any error is detected in the delivery address, the customer must notify Jyoko.com in writing within 12 hours of placing the order, requesting the relevant correction.
If the address provided is incorrect, incomplete, or contains errors that prevent proper delivery of the order, Jyoko.com shall not be responsible for any delays, incidents, additional costs, or returns arising from this circumstance.
To avoid incidents, the customer must verify in particular:
- that the recipient’s first name and surname are correct,
- that they match the details shown on the doorbell or mailbox,
- and that, if the delivery is to a company, shop, office, or workplace, this information is correctly stated in the corresponding field.
If the parcel is returned by the courier company due to an incorrect, incomplete, or insufficient address, the customer must bear the cost of the new shipment.
For urgent deliveries, we strongly ask that the customer provide the exact address where the order will be received. If, once the order has been dispatched, the customer requests a change of address directly with the courier, Jyoko.com may pass on any additional costs generated by such change.
4. Undelivered, unclaimed, or expired parcels
In some cases, the courier company may be unable to complete the delivery due to the recipient’s absence, failure to collect the parcel, or notification issues.
For this reason, we recommend that the customer does not allow more than 8 days to pass from receipt of the shipping confirmation email without checking the status of the order.
If the order is not claimed in time and is returned to our facilities, the customer must bear the cost of a new shipment.
Jyoko.com shall not be responsible for delays resulting from automatic returns by the courier company or for the time taken by the courier to return the parcel to origin.
5. Force majeure
Jyoko.com shall not be liable for delays or impossibility of delivery when circumstances beyond its reasonable control arise, including, but not limited to, supplier incidents, strikes, transport problems, supply interruptions, fires, floods, weather events, electrical failures, logistical blockages, or any other event of force majeure.
6. Returns and right of withdrawal
6.1. Standard non-personalised products
For standard non-personalised products, the customer may request a return within 30 calendar days from receipt of the order.
Without prejudice to this commercial policy, the consumer also has the legal right of withdrawal within 14 calendar days from receipt of the product, provided that none of the applicable legal exceptions apply.
For the return to be accepted, the product must be returned in proper condition, with all its elements, without having been used beyond what is necessary to verify its nature, characteristics, and functioning, and properly packaged to prevent damage during transport.
6.2. Products excluded from return or withdrawal
Returns shall not be accepted, and the right of withdrawal shall not apply, to products made according to the customer’s specifications, made to order, made to measure, or clearly personalised.
Returns shall also not be accepted for any products to which any other applicable legal exception applies.
6.3. Return costs
Unless the return is due to an error attributable to Jyoko.com, a manufacturing defect, or a lack of conformity of the product received, the direct cost of returning the item shall be borne by the customer.
In the event of exercising the legal right of withdrawal in relation to a full return of a standard order, Jyoko.com shall refund the amount paid by the customer in accordance with the applicable regulations. If the customer expressly chose a delivery method more expensive than the standard one, Jyoko.com shall not be obliged to refund that additional cost.
In the case of partial returns of orders that benefited from a free shipping promotion, if, after the return, the final value of the retained order no longer reaches the minimum threshold required to benefit from that promotion, Jyoko.com may deduct from the refund the standard shipping cost initially borne by the company.
6.4. Defective, incorrect, or non-conforming products
If the customer receives a defective or incorrect product, or one that does not correspond to the order placed, the customer must notify Jyoko.com as soon as possible, indicating the order number and, where possible, attaching images of the issue.
In such cases, Jyoko.com will assess the incident and, where appropriate, assume the corresponding costs and provide the solution required by law.
7. How to request a return
To request a return, the customer may do so from their user account by following these steps:
- Go to “Order history and details”.
- Select the relevant order.
- Tick the product or products you wish to return.
- Indicate the quantity to be returned and, if desired, the reason for the return.
- Click on “REQUEST A RETURN”.
In addition, we kindly ask the customer to indicate by email whether it is a return and not an exchange, in order to speed up processing.
Once the return has been requested, the product must be sent to the following address:
JYOKO
Carrer dels Esqueis, S/N, Nave 10
08415 Bigues i Riells
Barcelona, Spain
8. Refunds
Once the product has been received at our facilities, Jyoko.com will proceed with its review by the responsible team in order to verify that the item is in suitable condition, that it has not been used beyond what is necessary to check its nature, characteristics, and functioning, that it does not show tears, rips, wear, stains, damage caused by handling, washing, or improper use, and that it includes all the parts, accessories, and elements with which it was originally sent.
This review may require several business days before the refund is processed.
If, after review, it is found that the product has not been returned complete, Jyoko.com may issue a partial refund, deducting the value of the missing item, accessory, or element.
If the product shows a loss in value resulting from handling other than that necessary to verify its nature, characteristics, and functioning, Jyoko.com may apply the corresponding deduction to the amount to be refunded.
If the item has been returned in a condition that prevents it from being resold under suitable conditions, due to tears, serious deterioration, clear signs of use, damage caused by washing, or handling attributable to the customer, Jyoko.com may deny the refund in whole or in part, depending on the actual condition of the returned goods and the loss in value caused. In such case, the garment will remain available for collection by the customer or, if requested, for reshipment, with the customer bearing the cost of such new shipment.
Where applicable, the refund will be made using the same payment method used by the customer for the purchase, unless another method is expressly agreed.
Jyoko.com may withhold the refund until it has received the goods, or until the customer has provided sufficient proof of their return, whichever condition is met first.
9. Contact
If you have any questions regarding shipping, returns, or the exercise of the right of withdrawal, you may contact us by telephone at +34 933 363 565 or by email at info@jyoko.com.
10. Particular conditions for certain products
Some product pages may include additional specific conditions relating to manufacturing, personalisation, special production times, or exclusions from return. These specific conditions shall complement this policy whenever they apply to the specific product and always in accordance with applicable law.