Return and exchanges

Orders can be returned for any reason within 30days of the delivery date. Returned products should not have been used and need to be in the same shape and condition as when you received them together with their original packaging. To clarify, that means the products must not have been worn or used. Try your Jotoni New York shoes on a carpet to prevent marks and scratches from appearing on both the soles and upper material. 

 Within the US And Europe, all returns and exchanges are free of charge. It means Jotoni New York will cover both the return shipping and shipping of any replacement

Returning your order
To initiate a return, go to our return page and use your e-mail address and order number to login. You can also access our return page in both the order confirmation and shipping information e-mail. Select the product(s) you want to return and choose whether you wish to refund, exchange or claim. Once you’ve completed the return registration, you’ll receive a return shipping label and further instructions on how to return your order. 

If you have received a defective product, please contact our customer service team within 24 hours of receiving your delivery, and we will arrange a free return and exchange for you.

You can exchange any product(s) for another size as long we have it in stock. If you wish to exchange for a different colour or model, we kindly ask you to return the product for a refund and place a new order for the new product. Replacement products are shipped when we’ve approved and evaluated your order. A new tracking link email will be sent once the exchanged products are shipped from our warehouse.

To provide a fast exchange and to improve chances for stock availability, return your order and place a new order.

After your return is received, we will evaluate your order. If your return is approved, we will refund the order value to the original payment method. While the refund is immediate on our end, it can take a few days for your bank to process. Please allow 5-10 bank days for the refund to be processed. Should you need to change your Jotoni New York shoes’ size or wish to select an alternative style, we accept exchanges on all our products. When requesting an exchange, we cannot guarantee stock availability.