It didn't arrive, it arrived damaged, or it isn't what was described
Everything on joyzii is made by a real person, in rounds, and most orders end well. But if something goes wrong after your order reaches you, you are not alone with it. This page says plainly what we do, so you don't have to guess.
Three cases we take on:
- It didn't arrive — the date passed and nothing reached you.
- It arrived damaged — it turned up in a state you can't eat or use.
- It isn't what was described — what you got is clearly different from what the round said.
The window runs from the moment the shop marked your order handed over, and it differs by how you receive it: pickup 2 days · shop delivery 3 days · parcel 7 days.
Why they differ: with a pickup you were standing there, so you know straight away if something is wrong. A parcel passes through a courier and can take days. The longer window is about what is knowable, not about hoping the problem goes quiet.
How to raise it: open that order, scroll to “Need help?” and tap to contact the joyzii team. The order comes into the chat with you, so nobody has to work out which one you mean. You can attach photos — for anything about the condition of an order, a photo is the most useful thing you can send.
Who decides: the joyzii team, not the shop. We read what you wrote, look at the photos, look at the order, and talk to the shop — then answer in that same chat. We don't promise a number of hours, because we're a small team, but every message is read and every case gets an answer.
If we decide in your favour, the refund is recorded against that order, so the amount and its status show up on your order page. You don't have to take a message in a chat as your only record.
A PromptPay refund does not land instantly. The payment system emails you first to ask which bank account it should go to, and the money follows your answer (see “When do I get my money back”).
If you disagree with the answer: reply in that same chat. A reply re-opens the case and somebody looks again. There is no separate appeal form, and no limit of one.
Past the window you can still message us — we don't shut the door on anyone. But the longer it has been, the harder it is to establish what actually happened, so we may be able to do less than we could have inside it.
What this page does not cover: a taste or a look you didn't love, when it matches what the round described. Handmade things are never identical, and “not as described” means what was written, not what you hoped. A review is the right home for that — and the shop reads them.