FAQ

To register for an account, you can simply click here.

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.

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.

You can change your details by logging into your account and clicking on 'Manage Addresses'. Please note that we are unable to change an address once an order has been placed.

We currently accept payments via VISA, Mastercard, American Express, Maestro, Google Pay, Apple Pay and PayPal.

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'.

You can apply your store credit just like a normal discount code. You will receive your code via email, ready to use straight away. Please note that store credit does not cover shipping costs.

If you are having trouble applying your credit, please contact our Customer Care Team for further assistance.

Unfortunately, you can't buy Joseph Joseph gift cards at this current time. 

You can subscribe to our newsletter by scrolling to the bottom left-hand corner of our 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.

If you receive marketing emails from us, you can unsubscribe by scrolling to the bottom of the email footer and clicking on 'Unsubscribe'.

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 Customer Care Team who will be happy to help.

Please note: If you have ordered a large amount of items or one of our larger products (eg. a bin or an ironing board), your items may arrive in 2 separate parcels and be delivered on separate days. 

Delivery is free on orders of $80 or more. For an overview of our full delivery charges and options, please see our delivery page.

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.

We are sorry, we currently only offer a Standard delivery service however we aim to get our orders delivered as soon as possible.

All orders are shipped using AUS Post. Once you receive your order dispatch email, AUS Post will be in contact with tracking information and delivery times.

We are sorry, we are currently unable to deliver to DPO or BFPO addresses.

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.

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 Customer Care Team who will be happy to help.

We're sorry to hear that your order has arrived damaged. Please contact our Customer 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 Customer Care Team with a clear image of your delivery note and the incorrect items received so that we can help resolve this for you.

We're sorry to hear that you are missing an item from your order. Please contact our Customer Care Team with a clear image of your delivery note so that we can help resolve this for you.

Please note: If you have ordered a large amount of items or one of our larger products (eg. a bin or an ironing board), your items may arrive in 2 separate parcels and be delivered on separate days. 

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 Customer 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 Customer 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 Customer 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 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.

Yes, we have international online stores which can deliver orders to the UK, Australia, France and Germany, as well as a number of other countries in Europe.

If you wish to ship internationally, please use our country selector to navigate to the store of your choice and place the order from there.

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.

Your order number will be located in your original confirmation email sent to you at the time you place your order. This number can be found in both the subject line and the body of the email. If you have created an account with us, you can also find your order number through logging into your account and clicking into 'Orders'.

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 Customer 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.

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.

We would suggest using alcohol or olive oil to remove any sticky residues. Please also use a non-abrasive cloth to gently remove the glue.

Unfortunately we do not sell additional tape for this product. The type of tape used is 3M™ VHB™ tape, which typically is only available in bulk buying or for industrial purposes. You are welcome to try sourcing this or another strong tape, but typically the product is only designed to be installed once. If your pan lid holders become loose and you're concerned about the performance of the product, please do contact our Consumer Care team who will be happy to discuss this further with you.

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 30 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.

The returns label inside your package is not a pre-paid label. We do not currently offer a free returns service.

Unfortunately, we are unable to offer exchanges on products purchased through josephjoseph.com unless you have received a damaged, faulty or incorrect item. If you have received a product that isn’t right for you, you will need to return your product back to us for a refund through our standard returns process and then proceed to place a new order online. If you have any questions about our returns policy, please contact our Consumer Care Team via info.au@josephjoseph.com and we will get back to you as soon as possible.

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 Customer Care Team with the tracking information for the return so we can investigate and locate the package.

Our return policy is only applicable to items purchased on josephjoseph.com.

You can contact the relevant department by sending an email through to pr@josephjoseph.com and a member of the team will be in touch.

You can contact the relevant department by sending an email through to sales@josephjoseph.com and a member of the team will be in touch.

You can contact the relevant department by sending an email through to sales@josephjoseph.com and a member of the team will be in touch.

Other than through our sponsorship of student awards schemes, we unfortunately do not offer work placements or internships.

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.