FAQs

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A note from Barbara Campos, CEO, JOSEPH

In March we made the hard decision to voluntarily close our warehouse in order to protect our employees, their families and communities and to prevent the spread of COVID-19.  

During this time, we have been working actively to introduce further Health and Safety measures within our warehouse to further safeguard our employees and community. 

The additional precautions we have implemented include; 

•    Operating the warehouse on reduced staffing to ensure social distancing can be observed
•    Providing hand sanitiser, disposable gloves and face mask to all staff
•    Providing sanitising spray and paper towels so equipment can be sanitised at all times
•    Signage, floor markings and one-way systems to maintain social distancing
•    Staggered entry, exit and break times to maintain social distancing
•    New procedures for accepting deliveries and dispatching deliveries
•    Extensive daily cleaning of the warehouse

We are now pleased to announce, that with these additional precautions in place we have re-opened our warehouse and our online store, joseph-fashion.com.

In line with government guidelines, all our retail stores will remain temporarily closed until further notice.

Myself and the team at JOSEPH thank you for your support, your loyalty and your patience.

 

Best wishes,

Barbara Campos

 

Delivery:

We are working closely with our delivery partners to ensure orders reach you as soon as possible, however please note that deliveries might take slightly longer than usual.

 

Returns:

We will be offering an extended 60 days returns period Worldwide.

 

If you have any further questions or concerns please contact us at customercare@joseph.co.uk or by calling us on our Customer Care line +44(0)2076108438

Brexit changes to EU Orders and Returns

Will additional taxes and/or duties be added to my order/return?

Prices displayed are inclusive of all applicable duties and taxes on orders shipped to European countries – therefore you will not need to pay any additional duties or taxes on your order.

Returning any items to us is free - you will not need to pay any additional costs to return your order, and your refund will reflect your original purchase price for the items you are returning.

Will there be possible delays with my order/return?

It may take slightly longer to receive your order as a result of Brexit. Orders shipped to the following countries may be subject to delays and will be delivered within 3-8 days: Croatia, Germany, Greece, Romania and Slovenia. We are working closely with our courier partners to minimise delays and apologise for any inconvenience this may cause.

If I am ordering to a European country will my shipping cost increase?

Standard delivery to European countries by DHL is €15. Prices displayed are inclusive of all applicable taxes and duties on orders shipped to European countries. Further information regarding deliveries can be found on our delivery page.

How do I make a purchase?

Making a purchase is easy. For desktop users, click on the links below the logo to navigate between 'Womenswear' and 'Menswear'. For mobile and tablet users, simply click the 'Menu' button to the left of the screen. A sub-menu will appear containing product categories for you to select. Click on a product image to view further information and imagery. If you wish to purchase an item, simply select your size, click 'Add to Bag' and follow the prompts on screen.

How do I contact customer care?

If you have any questions which are not answered on our website, please contact us at Customer Care either by email at customercare@joseph.co.uk or by telephone on +44 (0)20 7610 8438 during our office hours of 09.00 - 18.00 GMT Monday to Friday (excluding bank holidays).

Can I order by telephone?

It is possible to make an order by phone. Simply call our customer care team on +44 (0)20 7610 8438. After providing us with the details of the item you wish to purchase and your billing information, we will process your order.

How do I find a specific item?

There are various ways to find a specific product. You can use the site 'Search' function to search by name or keyword. If you are still having trouble finding a specific product, you can also use the links on the left hand menu to search by product category. Once you have selected your desired category, you can further refine the listings by style, colour and size using the filters on the left-hand side of the page. Additionally, the 'sort by' tab at the top right of the Product Listing page allows for further refining. Failing this, please call customer service on +44 (0) 2076108438 or email customercare@joseph.co.uk, a representative from our customer service team will be happy to assist in searching for a specific item.

What if an item is out of stock?

If the item you are looking appears out of stock online, please call customer service on +44 (0) 20 7610 8438 or email customercare@joseph.co.uk, a representative from our customer service team will be happy to assist in checking stock availability across all locations. Please be aware that even if the product is in your shopping bag it isn't reserved and will therefore be available to other customers while you are browsing.

What payment methods does Joseph accept?

JOSEPH will accept payments by American Express, Delta, Diners Club, JCB, Maestro, MasterCard, WeChat, AliPay, Visa, Visa Electron and PayPal (Payment Card).

When will my card be charged?

Your card will be charged after your order has been placed.

How will I know if you have received my order?

After you place your order, you will receive an email from us acknowledging that your order has been received. This does not mean that we have accepted your order. If your item(s) has been sold out in our warehouse, we will try our utmost best to locate the item(s) from our Joseph stores. Only after the the item(s) have been located, delivery address has been verified and your credit card details have been approved will your order be accepted and the item(s) shipped. At which point you will receive a second email from us confirming your order has been dispatched. Should any of the item(s) you have ordered be unavailable you will be quickly informed of the out-of-stock piece(s) and your payment for the item(s) will not be processed.

What London postcodes within the M25 are accepted for same day delivery?


AL2

BR1-BR8

CM13, CM14, CM16, CR0, CR2,CR8

DA1, DA2. DA5-DA18

E1-E18, E1W, EC1-EC4, EN1-EN9

HA0-HA9

IG1-IG11

KT1-KT22

N1-N22, NW1-NW11

RH1, RH2, RH8, RH9, RM1, RM2-RM15, RM19, RM20

SE1-SE28, SL0, SL9, SM1-SM7, SW1-SW20

TN14, TN16, TW1-TW20

UB1-UB11

W1-W14, WC1, WC2, WD2-WD7, WD17-WD19, WD23-WD25 

Am I able to track my order?

Yes. When we dispatch your order for delivery you will receive a tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. UK Standard, Next Day Delivery and all International Orders can be tracked via www.dhl.co.uk/en/express/tracking.html

Do I have to sign for delivery?

We will require a signature upon delivery of your order.

Do I have to pay customs and import charges?

JOSEPH ships to Saudi Arabia, Kuwait, Bahrain, Lebanon, Australia, Singapore, South Korea, Taiwan, Europe, Canada and the United States on a DDP (Delivery Duty Paid) basis. Relevant import taxes and duties are included within the product price. Deliveries outside of this may be subject to local import taxes, which are your responsibility.

Do you deliver to PO Box addresses?

No, we do not deliver to PO Box addresses.

What delivery options can I choose from?

In the UK we offer two methods of delivery: standard and next day. If you are ordering from Europe we only offer a standard delivery option at present. Delivery to all other countries, we offer standard delivery. Please see the delivery page for up to date delivery costs and timings.

Can I pick my order up from store?

You can pick your order up instore. In the order summary page, select the “Click and Collect” button under the Delivery Address section. Here you will be able to find a list of stores that offer a click and collect service. Please see the delivery page for an up to date list of stores available to collect in store. Once your order has been dispatched to the store you will receive an automated email from our dispatch department. Once the order has arrived in store will contact you via telephone or email to pick up.

Which stores offer the Click and Collect?

Our Click and Collect service is available at selected JOSEPH stores.
Your order will be available to collect from one of the following JOSEPH London stores:
77 Fulham Road
90 Marylebone
76 Duke of York
315 Brompton road
Draycott Avenue
Wimbledon
Marlow

What do I need to bring when collecting my Click and Collect order in store?

The store you choose to collect from will contact you when your order is available to collect. Please only collect from the store once you have been contacted.

In order to collect your order, you will need to bring with you:

•    A valid ID (acceptable forms of ID can be the original payment card or a photo ID)

•    Your order confirmation email (printed or on a mobile device)

If someone is collecting an order on your behalf, the must bring:

•    A copy of your valid ID

•    A valid photo ID of the person collecting

•    Your order confirmation email (printed or on a mobile device)

How long do I have to collect my Click and Collect Order ?

Your item will be held instore for 14 working days, if your order is not collected it will be returned to our warehouse and we will issue a refund.

Is my personal information kept private?

Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the Joseph terms and conditions statement. In order to register as a user of www.joseph-fashion.com, we ask you to provide us with your name, mailing address and email address. If you consent upon checkout, we may use these details to inform you of new goods and services via email. If at any point you do not wish to receive such emails, please send an email message to customercare@joseph.co.uk, or click the 'Unsubscribe' link in the relevant email. In order to process credit card orders online we require additional information including your billing address, shipping address, telephone number, credit card number and credit card expiration date. We will use your billing and credit card information to process your order and inform you of its delivery only. Please note that Joseph does not keep any of your payment details on the www.joseph-fashion.com website, and therefore these details are protected from any breach of security on the www.joseph-fashion.com website. Navigational information is used only for internal purposes to enhance the customer shopping experience and site usability, and will not be shared with any outside parties.

What happens if I cannot remember my password?

If you have forgotten your password you can request a new one to be sent to you. Simply click 'Account' on the top right hand-side of the page and click on "Forgot your password?"

What is a Card Security Code (CSC)?

The CSC (or CVV2 number) on your credit/debit card is a security measure banks require for all transactions where cardholder is not present. Since the security code is listed on your card and not stored anywhere else, the only way to know the correct number is to physically have possession of the card itself. Most credit/debit cards display the three digit code on the back of the card, after the card number in the signature strip. On American Express cards the security code is a four digit code and it appears on the front of the card in the top right corner. If you cannot find your CSC please contact your card provider.

Can I pay by Switch/Maestro?

When using a Switch/Maestro card please enter the long payment number (the longest number displayed in the centre of the card, not the smaller account number at the base of the card.) An issue number is only required for a Switch/Maestro card. If your Switch/Maestro card has no issue number, like some Royal Bank of Scotland cards, then leave this field blank.

Do you use cookies?

Yes. In order to get the most out of this site you must have JavaScript and Cookies enabled on your web browser. Please refer to your browser help for guidance on how to check this. Refer to our cookie policy for further information on cookie usage.

Why should I save my payment details?

If you save your payment details it will make your Checkout process easier. Once your payment details are entered, your details will be stored in your account and you will not have to re-enter them again when you make your next order. You can also track your order status and order history. Your password is unique to your email address and ensures that your account details remain secure. You can access your account information at any time to edit any of your account details. Each time you return to this site, remember to sign in using your email and password.

How do I purchase a Joseph Gift Card?

Gift Cards can be purchased from the Gift Cards screen here. Please note that Online Gift Cards are only valid for use on www.joseph-fashion.com and not valid in-store. Gift Cards for JOSEPH Standalone stores can be purchased in-store or via the Customer Care team. Simply call our customer care team on +44 (0)20 7610 8438 or email customercare@joseph.co.uk for more information

How do I redeem a Joseph Gift Card online?

Gift Cards can be redeemed during the Checkout process. Once you have selected the items you wish to purchase and added them to your basket, proceed to the Checkout. At the Order Summary screen, click on the 'Gift Card' link and copy the gift card code exactly as shown in your email into the box. Click 'continue' and then continue through the Checkout process as normal. The card amount will be deducted from the final balance. If you do not use the total value of the gift card in this order the remaining balance will be credited to your account and used on your next order. If the gift card does not cover the total balance of your order, you will be prompted to add additional payment details.

How do I unsubscribe from the Joseph newsletter?

If you have registered to receive email updates from us, and you no longer wish to receive these, you can remove your email address from our list at any time. All email newsletters sent to you will contain an easy automated unsubscribe link at the bottom and you can opt-out by simply following the instructions. If you have any problems opting-out from the Joseph newsletter, please contact Joseph Customer Care on to +44 (0) 20 7610 8438 or email customercare@joseph.co.uk.