FAQ | Joseph Joseph DE

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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 'Forgotten 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 'Manage Addresses'.

Which payment methods do you accept?

We currently accept payments via VISA, Mastercard, American Express, 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 an iPad 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?

In order to use your store credit, you will firstly need to create an account with us. We will then activate this credit for you. When you are ready to shop, you will firstly need to sign into your account and then add your chosen products to your bag. Once you have done this, you will need to click back into your account where you will be able to select the 'Store Credit' button above your details. You should then see a pop-up with the amount of store credit you have available and options to add all the credit or however much you would like to use. Once added, click 'Checkout' to finish completing your order. You should see the store credit applied to your purchase in your order summary.

If you are not seeing your store credit available, please follow the activation steps above or contact our Consumer Care Team for further assistance.

Can I buy a Joseph Joseph gift card?

Unfortunately, you cannot buy a Joseph Joseph gift card at this current time. 

How can I subscribe to the Joseph Joseph newsletter?

You can subscribe to our newsletter by scrolling to the bottom right-hand corner of our homepage on the 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, you can unsubscribe by scrolling to the bottom of the email footer and clicking on 'Unsubscribe'.

Delivery

Will Brexit affect the way I shop on your website in Europe?

We're working hard to ensure that your shopping experience with us will not be affected by any of changes due to new Brexit rules from the 1st of January 2021. As part of this, we’ve opened a new warehouse in the Netherlands that will serve all our European customers. By doing this we can ensure you will not experience any delays or disruptions due to orders being stuck at customs. It also means you do not need to update or change any customer accounts and can continue to enjoy the same shopping experience with us. If you have any further questions, you can contact our Consumer Care Team who will be happy to help.

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 transit of your package. If you have not received your dispatch email or your package within the estimated delivery time, please contact our Consumer Care Team who will be happy to help.

How much is delivery?

Delivery is free for orders of 50€ 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 aim to get our orders delivered 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 PO box or Packstation addresses?

We are sorry, we are currently unable to deliver to PO Box or Packstation 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 Consumer 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 Consumer 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 Consumer 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 Consumer Care Team with a clear image of your delivery note so that we can help resolve this for you.

Guarantee

What is the warranty period of my product?

Items purchased exclusively via JosephJoseph.com are guaranteed against manufacturing defects for a period of 2 years from the date of purchase, unless otherwise stated. Items purchased through authorised retailers are guaranteed against manufacturing defects for a period of 1 year from the date of purchase, unless otherwise stated. You can find out more detail on our guarantee page .

How do I make a claim on a faulty product?

If you have identified a manufacturing defect with your product, you can contact our Consumer Care Team who will be happy to assist you. Please note we will require your Joseph Joseph order number to process your claim. More information can be found on our guarantee page.

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 1 year from the date of purchase, unless otherwise stated. Please contact our Consumer Care Team with a photo of your product along with your proof of purchase. We cannot assist with any claims without a proof of purchase.

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 our Consumer 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 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, we do not offer them to either purchase or replace as part of your guarantee.

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, the EU and the USA as well as a number of international destinations across the rest of the world.

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 'EMAIL 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 Consumer Care Team who will be able to advise whether we still stock your product.

Can your products and packaging be recycled?

Our products can be recycled in a suitable plastics recycling collection point. 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. The plastics we use are designed to be durable but can also be recycled in a suitable plastics recycling collection point. 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?

Yes, 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 rubbing 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 60 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. We have currently extended our returns window to 60 days due to COVID-19. For more details about our returns policy and free returns for PayPal customers, please see ourreturnspage.

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. If you purchased from JosephJoseph.com using your PayPal account, you can return your order for free. You just need to make sure you have activated this service before placing the order.

What is your exchange policy?

We currently do not have the ability to easily exchange products. If you are interested in a different product, size or colour, you will need to return the item(s) and place a new order. Your return will be refunded once it has been received and processed at our warehouse.

When will I receive my refund?

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 our Consumer 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-Consumer

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 topr@josephjoseph.comand 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 tosales@josephjoseph.comand 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 tosales@josephjoseph.comand 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, please do not send any product design ideas, concepts or sketches to us at this time. Any submissions received will be deleted or destroyed unread.

Free delivery on orders 50€ and over

Minimum 2-year guarantee across all orders

Free returns with Paypal