Account & Payment
How do I register for an account?

To register for an account, you can simply click here.

Do I need an account to shop with you?

You do not need to have an account in order to shop with us. However, we recommend you creating an account as this will allow for a faster checkout process next time you shop with us. You will also be able to access your order history with an account.

How can I reset my password?

If you have forgotten your account password, please follow the login procedure and then click on the 'Forgot your password?' link. You will receive a 'Reset Your Password' email right away.

How can I change my address in my account?

You can change your details by logging into your account and clicking on 'Edit' under 'Saved Addresses'. Please note that you cannot change your shipping address for orders already placed. If you need to speak to a memeber of the Consumer Care team, please contact them directly.

Which payment methods do you accept?

We currently accept payments via VISA, Mastercard, American Express, Maestro, Google Pay, Apple Pay and PayPal.

How do I enter a discount code?

Your discount code can be entered at checkout. If you are ordering from a desktop, this field will be visible in the 'Order Summary' at checkout. If you are ordering from a tablet or mobile device, you will need to click into the 'Order Summary' to make the discount code field visible.

Please note that only one discount code can be applied on any one order and cannot be used on already discounted items. For further information regarding the use of discount codes, head to our Terms and Conditions page under 'Discount Codes'.

I have store credit, how do I apply it?

If you have received store credit, you simply need to add the code into the discount code field at checkout. If you are ordering from a desktop, this field will be visible in the 'Order Summary' at checkout. If you are ordering from a tablet or mobile device, you will need to click into the 'Order Summary' to make the discount code field visible.

Please note that only one code can be applied on any one order and cannot be used on already discounted items. For further information regarding the use of discount codes, head to our Terms and Conditions page under 'Discount Codes'.

Can I buy a Joseph Joseph gift card?

Unfortunately, you can't buy Joseph Joseph gift cards at this current time. 

How can I subscribe to the Joseph Joseph newsletter?

You can subscribe to our newsletter by scrolling to the bottom left-hand corner of our website. When you subscribe, you will receive a code that gives you 10% off of your first order, as well as receiving exclusive updates and offers.

How can I unsubscribe from the Joseph Joseph newsletter?

If you receive marketing emails from us but no longer wish to do so, you can unsubscribe by scrolling to the bottom of the email footer and clicking on 'Unsubscribe'.

Delivery
Where is my delivery?

Once your order has been dispatched, you will receive a tracking email where you can use the link provided by the courier to follow the journey of your package. If you have not received your dispatch email or your package within the estimated delivery time, please contact our Customer Care Team who will be happy to help.

Please note: If you have ordered a large amount of items or one of our larger products (eg. a bin, laundry basket or ironing board), your items may arrive in separate parcels and be delivered on separate days. 

How much is delivery?

Delivery is free for orders of £30 or more. For an overview of our full delivery charges and options, please see our delivery page.

What are your delivery times?

Delivery times will vary depending on your location. For full details on delivery timescales based on your location, please see our delivery page. During our busier period such as Sale, Black Friday and Christmas, this may be extended. Poor weather may also cause disruption to our delivery lead times.

Do you offer an Express or Next Day delivery service?

We are sorry, we currently only offer a Standard delivery service however we still aim to get our orders delivered to you as soon as possible.

Which delivery provider do you use?

Your order will be delivered via DPD. Once you receive your order dispatch email, DPD will be in contact with tracking information and delivery times.

Do you deliver to a DPO or BFPO address?

We are sorry, we are currently unable to deliver to DPO or BFPO addresses.

Can I change my delivery address once I have placed my order?

Due to the way our orders are processed, unfortunately we're unable to amend address details once they have been placed. We try to have a very fast processing procedure to fulfill our delivery times. Once you've received your dispatch email, you may be able to reach out to the courier directly for any changes however we cannot guarantee this.

What is your latest delivery update regarding COVID-19?

We're still shipping as usual and are working hard to keep both our customers and staff safe. For all information on our latest update, please see our COVID-19 page.

Why is my order being returned?

An order may be returned back to us if the address details are incorrect or if the courier has not been able to deliver your parcel safely. If your tracking shows that your order is being returned back to us, please contact our Customer Care Team who will be happy to help.

My order arrived damaged, what should I do?

We're sorry to hear that your order has arrived damaged. Please contact our Customer Care Team with a clear image of your delivery note and the damaged item(s) received so that we can help resolve this for you.

My order is incorrect, what should I do?

We're sorry to hear that your order is incorrect. Please contact our Customer Care Team with a clear image of your delivery note and the incorrect items received so that we can help resolve this for you.

My order is missing an item, what should I do?

We're sorry to hear that you are missing an item from your order. Please contact our Customer Care Team with a clear image of your delivery note so that we can help resolve this for you.

Please note: If you have ordered a large amount of items or one of our larger products (eg. a bin, laundry basket or ironing board), your items may arrive in separate parcels and be delivered on separate days. 

Guarantee
What is the warranty period of my product?

All Joseph Joseph products are guaranteed against manufacturing defects for a period of 2 years from the date of purchase, unless otherwise stated. Please note that guarantee claims will only be reviewed further if a valid proof of purchase is provided.

How do I make a claim on a faulty product?

If you have identified a manufacturing defect with your product, you can contact our Customer Care Team who will be happy to assist you.

Please note that guarantee claims will only be reviewed further if a valid proof of purchase is provided.

If my claim is valid, what are my options?

In the first instance we would offer you a replacement. If this is not possible, we will refund you (if you purchased from josephjoseph.com) or provide you with store credit to shop directly on our website. We do our very best to match your replacement with your original purchase however this isn't always possible. If the product we are replacing is out of stock or discontinued, we will offer you a replacement of a very similar alternative.

I did not buy my product from josephjoseph.com but there is a problem with it, what should I do?

Items purchased through authorised retailers are guaranteed against manufacturing defects for a period of 2 years from the date of purchase, unless otherwise stated. Please contact our Customer Care Team with a photo of your product along with your proof of purchase. Please note that guarantee claims will only be reviewed further if a valid proof of purchase is provided.

I received my product as a gift but there is a problem with it, what should I do?

As with all of our claims, we do require a proof of purchase in order to assist. Once you have this, please contact out Customer Care Team with this information, along with a photo of your product in question.

Do you sell a spare part for my faulty product?

We offer a small number of spare parts on our site which you can purchase. You can find them on our spares page.

Please note that the only spares which we currently offer are on this page. Not all of our products are designed to have spare parts, therefore if the part you are after is not listed on this page right now, we do not offer them to either purchase or replace.

Orders
Can I change or amend my order once it has been placed?

Due to the way our orders are processed, unfortunately we’re unable to cancel or change orders once they have been placed. We try to have a very fast processing procedure to fulfil our delivery times. We therefore ask you to take the time to read and check your order at each stage of the order process to ensure the correct details are entered before placing your order.

When will I receive my order confirmation email?

You should receive your order confirmation email from us as soon as you have placed an order. For all our registered account users, the order will also appear in your Account page. Our order confirmation emails may also appear in your junk or spam folders in your mail account, therefore we would suggest you check here too. If you have not received an order confirmation from us, please contact our Consumer Care Team who will be happy to help.

Do you take international orders?

Yes, we deliver orders to the UK, USA, Australia, France and Germany, as well as a number of other countries in europe.

For more information regarding the destinations we ship to, as well as delivery times and charges, please see our delivery page.

Can I add an item after I have placed my order?

Due to the way our orders are processed, unfortunately we’re unable to cancel or change orders once they have been placed. We try to have a very fast processing procedure to fulfill our delivery times. If you do wish to order an additional item, we advise you to place a new order online.

Products
The product I'm looking for is out of stock. When will it be available again?

We aim to get all products back into stock as soon as possible. You can sign up to be notified by email when a product has returned back to stock by clicking on the 'NOTIFY ME WHEN AVAILABLE' button on the product page.

Please note that overtime some products will become discontinued as we choose to refresh them with a newer model. If you cannot find the product you are looking for, please contact our Customer Care Team who will be able to advise whether we still stock your product.

Can your products and packaging be recycled?

Although many of our products have the potential to be recycled, right now facilities are not widely available to recycle homeware products. For this reason, we would not state this to be recyclable if there are no means to recycle them. Government guidelines also state that a product must not be marketed as recyclable if it cannot easily be recycled at the end of its life. Hopefully in the future there will be recycling facilities available to recycle homeware products like ours.

Unfortunately, our packaging cannot be recycled at the moment but we are working on a more environmentally friendly solution.

What plastics do you use in your products and are they BPA free?

We use a variety of different plastic materials for our products which are carefully selected based on their properties. All of our plastic food contact products are BPA free. None of our food contact products contain any banned or restricted phthalates according to EU regulations.

All of our food contact products comply with EU regulations which states that materials do not release their constituents into food at levels harmful to human health.

Does the website image always match the product delivered?

Our website images are an accurate reflection of our products. Occasionally, there may be some very slight differences to the finish or slight colour variation depending on your viewing device.

I can't remove the glue which has been left from the packaging, what should I do?

We would suggest using alcohol or olive oil to remove any sticky residues. Please also use a non-abrasive cloth to gently remove the glue.

Returns & Refunds
What is your returns policy?

If for any reason you are unhappy with your purchase, simply return it to us in its original condition using the returns address listed in your package within 30 days and we’ll refund the purchase price to your account. We’ll happily refund the original delivery charge too, but only if the refund is due to a faulty product or an error on our part. For more details about our returns policy and free returns for PayPal customers, please see our returns page.

How much does it cost to return an order?

The returns label inside your package is not a pre-paid label. We do not currently offer a free returns service, unless you have paid via PayPal.

PayPal Returns:
If you purchased from JosephJoseph.com using your PayPal account, you can return your order for free providing you have activated the 'Return Shipping On Us' service directly in your PayPal account. This must be done prior to you placing an order - PayPal will cover up to £15 of return shipping costs per return, for up to 12 eligible returns per year worldwide.

What is your exchange policy?

Unfortunately, we are unable to offer exchanges on products purchased through josephjoseph.com unless you have received a damaged, faulty or incorrect item. If you have received a product that isn’t
right for you, you will need to return your product back to us for a refund through our standard returns process and then proceed to place a new order online. If you have any questions about our returns policy, please contact our
Consumer Care Team viainfo@josephjoseph.com and we will get back to you as soon as possible.

When will I receive my refund?

We aim to process all refunds within 14 days of the item(s) being received at our warehouse. If you have not received your refund in this time, please contact our Customer Care Team with the tracking information for the return so we can investigate and locate the package.

Can I return a Joseph Joseph item that was purchased from a retailer?

Our return policy is only applicable to items purchased on josephjoseph.com.

Sales & Non-Customer
I would like to speak to someone about a PR collaboration, who should I contact?

You can contact the relevant department by sending an email through to pr@josephjoseph.com and a member of the team will be in touch.

I would like to become a distributor, how do I do this?

You can contact the relevant department by sending an email through to sales@josephjoseph.com and a member of the team will be in touch.

I would like to open a wholesale account, how do I do this?

You can contact the relevant department by sending an email through to sales@josephjoseph.com and a member of the team will be in touch.

Can I apply for an internship with you?

Other than through our sponsorship of student awards schemes, we unfortunately do not offer work placements or internships.

Can I send Joseph Joseph my ideas for a product design or name?

We do not currently accept ideas for a product design or name. To avoid intellectual property conflicts, we kindly ask that do not send any product design ideas, concepts or sketches to us at this time.