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 30 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.
***Due to the global pandemic and to assist customers who may have been restricted in returning their item where needed, we have temporarily increased our returns window from 30 days of receipt to 60 days.***
Free PayPal Returns (for PayPal Purchases Only)
How does it work?
You must activate “Return shipping on us*” in your PayPal account before your purchase and purchase from Josephjoseph.com using your PayPal account.
To claim a refund for your return please follow the below steps:
1. Follow the above returns procedure, making sure to retain proof of postage from your local Postal Service.
2. Log into your Paypal Account once you have received your Joseph Joseph refund
3. In your PayPal Account, select the transaction, and click the ‘Request return shipping refund’ link. Fill out a refund request and provide your posting receipts to the PayPal Return Shipping on Us service.
4. Make sure you complete the claim form within 30 days of making your purchase.
5. Remember to attach/upload your proof of postage.
6. Submit your claim to PayPal.
If your claim is approved by PayPal, they will send a refund of up to $30 to your PayPal account within 10 business days.
* PayPal terms & conditions apply.
1. Package the item(s) being returned securely. Unwanted goods must be returned in a resalable condition. We recommend that you use a tracked service to return your goods.
Warehouse address for returns:
Joseph Joseph Ltd
c/o TTD Distribution
16107 Commerce Way
2. All refunds should be processed within 14 days of the item(s) 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 and locate the package.
3. Unfortunately we are only able to refund items brought from josephjoseph.com, Joseph Joseph products purchased from other retailers should be returned with them directly. We are also unable to refund gift cards.
HOW MUCH DOES IT COSTS?
The cost will be dependent on the carrier you choose and will not be refunded unless the product is faulty, damaged or incorrect.
If you purchased from Josephjoseph.com using your PayPal account (and activated "Return shipping on us" in your PayPal account), PayPal will refund the cost of your returns.
We suggest you request tracking information when you send your items as without this we cannot refund goods that are lost in the post.
HOW DO I RETURN A DAMAGED PRODUCT?
If you have received a damaged, faulty or incorrect item, please contact our Customer Care at [email protected]
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).