Returns and Exchanges
Our Commitment to you
We hope you are delighted with your order from josephjoseph.com. If for any reason you are not satisfied with your product, please contact us within 365 days of receipt and we will be happy to process a refund. All returns must be in their original packaging, unused and returned with all of the original packaging.
Returning Unused Internet Orders by Mail
- Log into your account and go to the ‘My Order’ section.
- Select the order that you wish to return and click the Return button at the top right of your order page, then fill out and submit the Returns Form.
- You will receive an email to confirm your Return request has been received. Requests will be reviewed within 2 workings days.
- Our Customer Service team will then be in touch via email to provide the returns information and label.
- Package the item being returned securely and attach the returns label to the outside, the product needs to be in its original packaging and in the condition in which it was received.
- For UK customers, we can either organise a collection of the package which costs £10, or you can organise the return yourself. If returning yourself, we recommend that you use a tracked service as we cannot refund goods that are lost in the post.
- If the goods are unwanted as opposed to faulty, we are unable to refund the delivery costs.
- For EU and Rest of World customers, you will need to return the item to us by post as we are unable to offer a collection service outside of the UK.
- All refunds should be processed within 7-10 days of the item being received at our warehouse. If you have not received your refund in this time, please contact us with the tracking information for the return so we can investigate fully.
If your product appears to have been damaged in transit, please contact customer service with full details and we will endeavour to organise a replacement as soon as possible.
To ensure that the matter is resolved without delay, we’d ask that you send a picture of the damage to [email protected] along with your order number.
Please do not send product back to us without contacting us first. We do not accept liability for any items returned to us without permission which are lost or damaged in transit, so please ensure that products are adequately packaged and returned to us via a tracked service (if we do not supply a pre-paid label).