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