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What Should I Do If My Product Arrives Damaged or Defective, Or Isn’t What I Ordered?
If you have received a damaged/defective product or products which you did not order, please do not remove any tag or take out the product from the original packaging. Please follow the steps set out below at “How do I return my order?”
How Do I Return My Order?
- Any request for return of any product delivered to you, including on the basis that the product received is defective, wrong or that part of your order is missing must be made within 7 calendar days of the date of delivery. Any request for return after this 7 calendar day period, or which does not comply with the steps set out herein, shall not be entertained.
- To request a return, please contact our customer service team at +62 813 8407 5829 or sales@josephjoseph.co.id and provide the required information:
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- Order ID.
- Order date.
- Order delivery date.
- Products & Quantity to be returned.
- Reason for the return.
- Unboxing Video (unedited video). Note that this is a mandatory requirement if your request is due to wrong items, missing or incomplete items or damaged or defective goods. The video must not be edited.
- Our customer service agent shall confirm and instruct you how to return the product to our warehouse.
- After the above steps have been completed, please send the approved return packed in outer packaging along with the completed return form (provided to you with your delivery), to the address provided to you by our Customer Service agent. And send an email to our customer service for :
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- the AWB number of the Return package.
- Photos of the return package.
- Your bank account details.
- Returned products will be inspected by our quality control team upon arrival at our warehouse.
- If the return passes quality control inspection, you will receive an email or WA confirmation requesting your valid and complete bank account information so that we can process the refund. Please note that it is your responsibility to provide us with your bank account information and that we cannot take any action to refund the price of your returned product unless and until we receive the same.
What Are the Conditions for Returning My Product(s)?
- Purchase must be from josephjoseph.co.id.
- Completion of all of the steps set out above under “How do I return my order?”
- Return Form must contain the Invoice Code. Any products received without an Invoice Code shall be returned to you.
- Products must be unworn and unused.
- Joseph Joseph original tag must not be removed or detached and the inner packaging (plastic/box) must be in perfect condition (not removed / damaged).
- If the defect in the product was caused by reasons other than materials quality or assembly process, the original product will be returned to you.
- We will not accept products for return which are damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc).
When Will I Get My Refund?
After a product is returned in accordance with the steps set out above, it is inspected by our quality control team within 7 business days after arrival at our warehouse. If the returned product passes inspection, you will receive an email or WA confirmation and request for your bank account details so that we may process your refund. It is your responsibility to provide us with valid and complete bank account information. We cannot take any action to refund the price of your returned product unless and until we receive the same. Once we receive your valid and complete bank account information, your refund will take up to 15 business days. If the provided bank account information is invalid, your refund will be delayed. Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider. If you do not receive your refund within 21 business days of providing us with your valid and complete bank account information, please contact our Customer Service team or email us at sales@josephjoseph.co.id.
Can I Exchange a Product?
Unfortunately, we are unable to exchange products due to our order processing systems. If you wish to exchange a product, you will need to return your purchase for refund and place a new order.
Will You Refund My Shipping / Delivery Costs If I Return My Order?
We will refund the full purchase price of the relevant product(s) returned to us excluding shipping charges (if any).
What Do I Do If My Question Isn’t Covered Here?
If you cannot find the answer to your question here, we recommend you to call our online shop customer service team on +62 813 8407 5829 or email at sales@josephjoseph.co.id and let the advisor know the details of your order and / or about your open question. You can also send us an email at with all the details. Our advisors are happy to assist you.
