Frequently Asked Questions

joythy.com is committed to making its website accessible, in accordance with Royal Decree 1112/2018, of September 7, on the accessibility of websites and mobile applications of the public sector.

1. COMPLIANCE STATUS

This website is partially compliant with Royal Decree 1112/2018, of September 7, due to the non-compliance of the aspects indicated below.

2. INACCESSIBLE CONTENT

The content below is not accessible for the following reason:

Non-compliance with Royal Decree 1112/2018, of September 7: there may be various editing errors on some web pages, both in HTML content and in final documents, published after September 20, 2023.
Disproportionate burden: not applicable
The content does not fall within the scope of the applicable legislation: There may be PDF documents published before September 20, 2023 that do not fully comply with all accessibility requirements.

3. PREPARATION OF THIS ACCESSIBILITY STATEMENT

This statement was prepared on August 10, 2023.

Self-assessment with internal resources.

4. OBSERVATIONS AND CONTACT DETAILS

COMMUNICATIONS ON ACCESSIBILITY REQUIREMENTS

You can submit communications regarding accessibility requirements (Article 10.2.a) of Royal Decree 1112/2018, of September 7, via our email address ccare@joythy.com. For example:

Report any potential breaches by this website.
To file a complaint about difficulties accessing the content.
Submit any other query or suggestion for improvement related to the accessibility of the website.

You can also contact us through the following channels:
Email: ccare@joythy.com

Accessible information requests and complaints

To make requests for accessible information and complaints (article 12 of Royal Decree 1112/2017, of September 7) you must send an email to ccare@joythy.com and state in the subject line "Accessible Content".

Any natural or legal person may file complaints regarding compliance with the requirements of Royal Decree 1112/2018, of September 7, and request information regarding content that is excluded from the scope of this regulation.

Applications and complaints that are registered in accordance with the requirements established by Law 39/2015 of October 1, on the Common Administrative Procedure of Public Administrations.

5. Application procedure

If, after submitting a request for accessible information or a complaint, it has been rejected, you disagree with the decision made, or the response does not comply with the requirements of Article 15.2 of Royal Decree 1112/2018, of September 7, you can initiate a claim to:

To know and oppose the reasons for the dismissal.
To urge the adoption of appropriate measures if there is disagreement with the decision taken.
Explain the reasons why you believe the answer does not meet the required standards.

The complaint procedure outlined in Article 13 of Royal Decree 1112/2018 can be initiated by sending an email to ccare@joythy.com

Accessibility Statement

JOYTHY FOODS is committed to making its website accessible, in accordance with WCAG 2.1 accessibility standards, which serves as evidence of compliance with the accessibility criteria of the Digital Kit Program. It is structured according to the annexes of the UNE-EN 301 549:2022 standard.

POINTS OF SALE

Of course, contact us at ccare@joythy.com and we will attend to your request as soon as possible.

CUSTOMER SERVICE

You can contact us by email at ccare@joythy.com . We will respond to your request within 24-48 business hours. Our hours are Monday to Friday, 9:00 AM to 2:00 PM.

ORDERS

We do not accept order cancellations, changes of delivery address or changes to the content of the order. Orders will be processed with the information provided at the time of purchase.

Once your order has been processed, you will receive an email with the shipping details and the tracking code from the transport company so you can check where your package is.

If you have experienced any issues, please contact us at: ccare@joythy.com

We are sorry for what happened, as we put all our effort into preparing your products with great care. To help us resolve this, please contact us by email at ccare@joythy.com, providing the following information:

1. Order number and email address from which the order was placed

2. Photograph of the product received incorrectly or damaged (in case any product is missing, we will ask you for a photo of the entire order)

As soon as we have reviewed the details, we will send you an email with the result.

Due to the nature of the product, we do not accept returns. If you receive an incorrect shipment, please contact us at ccare@joythy.com.

SHIPPING POLICY

We ship to the entire Peninsula and the Balearic Islands.

We work with different transport companies depending on the geographical area, to ensure that we provide the best service in each area.

You will usually receive your order within 1-2* business days (+2 days for the Balearic Islands).

If you are not at home, once you receive the order tracking information, you can contact the transport company and request that they leave it at a collection point.

As this is a food product, we recommend collecting the package within 48 hours of delivery. JOYTHY FOODS is not responsible for the cost of the product if it is damaged or if the package has not been collected within the specified timeframe. JOYTHY FOODS is also not responsible for any additional costs incurred if the customer wishes to change the delivery address.

*If you place an order Monday through Thursday before 7:00 AM, your order will be prepared that same day and will arrive within 1-2 business days (Peninsula). If you place an order after 7:00 AM, it will be prepared the following day and will arrive 2-3 business days after the order date.

Deliveries cannot be scheduled, but you can request to pick up the package at a collection point.

Orders to the Peninsula that exceed €44.99 after discounts or promotions have been applied will have free shipping.

PRODUCTS

You can check the traces of each product on its label. If you have any questions about the allergens in a product, please contact us by email: ccare@joythy.com