RETURNS

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COVID-19 Update
 

Online:

Our warehouse is now open; however, there may be a slight delay in processing your return.  

In consideration of our customers we have introduced an extended 30 day returns period for all orders made from 23 June 2020 from the day you receive your order.

Orders made before 22 June 2020 can be returned within 60 days.

 

 

 


 

 
For assistance with returns please contact our Customer Care Team on +44 (0) 0207 610 8438 or customercare@joseph.co.uk

For specific returns information, please click on an option from the list below:
 

UK Returns

You may return your Joseph order using the Prepaid Royal Mail Postage Label inside the box, simply attach the label to the original packaging and return your order to your local Post Office. Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible. Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged. We prefer that items are returned to us via Royal Mail to ensure that they are protected and insured during transit. However, you may return the goods by any secure means. Our address for all returns is Joseph Web Returns, 50 Carnwath Road, London SW6 3JX, UK. Please note that we may not accept liability for goods that are not returned using the Prepaid Royal Mail Postage Label enclosed with your order.

To return via Royal Mail please follow the steps below:
Complete the returns form for that was included in your order.
Attach the pre-printed free returns Royal Mail label to outside of your parcel.
Drop off at the post office ensuring you obtain proof of postage receipt.
 

European Returns

To organise a free return with DHL please use the prepaid DHL Returns label enclosed inside your box, simply contact DHL to arrange a collection by calling your local DHL office to schedule a collection or by return your order to your local DHL Depot. For collections, Please leave your package open until the driver has checked the contents.
 

International Returns

To organise a return you must email customercare@joseph.co.uk indicating your order number and the items you wish to return, they will arrange a convenient time with you for DHL to collect your parcel. Our Customer Care team will email you with your booking confirmation and, if necessary, any further information required to complete your return. Please leave your package open until the driver has checked the contents.

Joseph offers a free collections service outside of the UK. Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible. Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged. We prefer that items are returned to us via DHL to ensure that they are protected and insured during transit. However, you may return the goods by any secure means. Our address for all returns is Joseph Web Returns, 50 Carnwath Road, London SW6 3JX, UK. Please note that we may not accept liability for goods that are not returned via DHL. Our address for all returns is Joseph Web Returns, 50 Carnwath Road, London SW6 3JX, UK.

For USA, Canada, South Korea, Singapore, Australia, Saudi Arabia, Bahrain, Kuwait and Lebanon orders are sent DDP (Delivery Duties Paid), customs duties and handling fees will be refunded for returned items.
 

Faulty Goods

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be replaced.
 

In-Store Returns Policy

Refunds and/or exchanges are only possible on full price items within 14 days of purchase. Refunds will be processed using the original form of payment. Sale items or outlet purchases will be exchanged within 7 days for an item of the same value or a credit note. Credit notes are not exchangeable for money and are valid for a period of 6 months only.

All items must be returned in a saleable condition (unworn, unaltered) together with a valid receipt. Perfume, jewellery and items marked as faulty are non-returnable.

Please note that designer brands can only be returned to the original store of purchase and this policy does not apply to JOSEPH Franchises and Concessions.

This policy does not affect your statutory rights.
 


If you'd like to exchange an item for a different size, please advise us of the replacement size required. Please note that exchanges are based on stock availability and may not always be available. Delivery is free on all replacement items, but if you are based outside the EU you will need to pay taxes and duties on any replacement items. Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for an online store credit and purchase the new item separately. Items should be returned new, unused, and with all Joseph and designer garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer. Where provided, any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return. Unidentified returns may be returned to the customer. All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.