FAQ | Joseph Joseph FR


Q. I'm struggling to access my account, can you help?

You may be aware that we have just re-launched our website. We have moved all of the account data for our customers across to the new site but you will need to re-activate your account by updating your password, in order to use it.


To do this please visit the Account Page and click “Re-activate”, you will then be prompted to change your password.

Q. What is your latest update regarding Covid-19?

We're still shipping as usual and are working hard to keep both our customers and staff safe. For all information on our latest update please see our Covid-19 Page

Q. Will Brexit affect the way I shop on your website in Europe?

We're working hard to ensure 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 customer care team using our Contact Us Page.

Q. What are your delivery rates?

For a full overview of our delivery options, please see our Delivery Page

Q. Which payment methods do you accept?

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


All payments are secured by Shopify Payments.

Q. How do I check the status of my order?

Once your order has been dispatched we will send a notification via email with tracking information.


Please be aware that this email may not arrive until the day before the delivery is due to take place, see our Delivery Page for more details and estimated delivery timings.

Q. I have a discount code, how do I use it?

Discount codes can be added in the checkout process at either the "Information", "Delivery" or "Payment" stages.


Enter the code in the "Gift card or discount code" box under your order summary and click "Apply". You should then see the discount applied to each relevant product in your order summary. 


Please note: We are unable to add on any discount codes after your order has been submitted so please ensure your code has applied correctly before completing your purchase. Discount codes cannot be used on already discounted products and only one code can be used at a time. For more information, please see our Terms & Conditions Page.

Q. I have store credit, how do I apply it?

In order to use your store credit, you will first need to activate the credit in your account. Once you are ready to checkout, log in to your account and 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 your order total is less than the amount of store credit activated, don’t worry, any remaining balance will be saved back in your account and you will still be available to re-activate it at a later date.


Please note: We are unable to add on any store credit after your order has been submitted so please ensure it has applied correctly before completing your purchase. Only store credit that has been activated during your current visit will be available to use in the checkout process even if there is a higher amount available in your account. If you are not seeing your store credit available, please follow the activation steps above or contact our Customer Care Team for further assistance.


Q. Do you take international orders?

We deliver orders to the UK, the EU and the USA as well as a number of international destinations across the rest of the world.


For more information regarding the destinations we ship to, as well as delivery times and charges, please see our Delivery Page.


Please note that we no longer deliver to Malta or the Canary Islands.


Q. How do I return an item that I purchased on JosephJoseph.com?

If for any reason you are unhappy with your purchase, simply return it to us in its original condition within 30 days and we’ll refund the purchase price to your account. We’ll happily refund the delivery charge too, but only if the refund is due to a faulty product or an error on our part.


Free returns for PayPal customers.

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. 


For more details about our returns policy and free returns for PayPal customers, see our Returns Page.

Q. Can I return a gift?

We do require proof of purchase for all warranty claims. Gifts can only be returned by the person who purchased them. They must be returned in a saleable condition and with the order number or a copy of the delivery note. For more information regarding our returns policy, please visit our Returns Page.

Q. Can I purchase a spare part for my product?

For some of our products, spare parts are available to buy. You will find these on our Spare Parts Page.

Q. What is the heat resistance of my product?

We specify the heat resistance of products that are designed to come into contact with heat on the packaging as well as on the product page on our website.

Q. Can your products and packaging be recycled?

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.

Q. What plastics do you use in your products?

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.

Q. How do I sharpen my knives?

Sharpening knives is really simple with our knife sharpener, Rota™. It has a coarse and fine ceramic sharpening wheels for maintaining kitchen knives with a variety of blade conditions from dull through to damaged edges. You’ll find it Here.

Q. I have an idea for a design, how do I let you know about it?

We actively support the development of young designers though our sponsorship of student awards schemes and on-going relationships with schools and colleges. To avoid intellectual property conflicts, please do not send any unsolicited product design ideas, concepts or sketches to us. Unfortunately, any submissions received will be deleted or destroyed unread.

Q. Can you help with my coursework / university project by answering some questions?

Due to the volume of requests we receive, we are unable to answer them all. We will do our best to respond to all requests, however due to limited resources and time constraints it is unlikely we’ll be able to provide specific details relating to production numbers, materials (which are not listed on the website) or inspiration for designs.

Q. Can I apply for an internship with you?

Other than through our sponsorship of student awards schemes, we don’t currently offer work placements or internships.

If your question is not listed, please contact our Customer Services Team

Free delivery on orders 50€ and over

Minimum 2-year guarantee across all orders

Free returns with Paypal