FAQ

Registration is required for you to be able to place an order at the Joseph Joseph online shop

If you have forgotten your account password, please click on Sign In and then on the “Forgotten password” link and we will email you a new one straight away.

If you need help finding a product, use our product search at the top of any page. Simply enter either keyword(s) or a product number in the search box and click on the magnifying glass icon. The results of your search will be displayed on the page, with links to particular products or groups of products. Alternatively you can also search from the category drop down menu, to get to your favorites.

Your order may have been canceled for a number of reasons related to stock availability, payment or delivery address.

If your order (or part of your order) is canceled, the relevant amount of money will of course be refunded to your bank account. Refunds are completed within 14 days, but please be aware that your local bank may take a few extra days to process the payment.

We get to work as soon as you submit your order, so unfortunately we can’t cancel or change your order or order details even if it has not yet been shipped. Once you receive your order in the mail, you may return any products you don’t want by following our Return Policy.

Please check your details carefully before you proceed with the checkout.

To add products to your shopping cart, follow these simple steps:

  • Before adding a product to your shopping cart from the product page, it may be necessary to choose the product you want to purchase. Click on the drop-down menu under the product description to” select”
  • Choose a “quantity” in the field provided
  • Click the “add to cart” button to add the product to your shopping cart

To make changes to your shopping cart, follow these simple steps:

At first please click on your shopping cart by clicking on the cart icon at the top of any page.

Before going to Checkout, you can make the following changes in your shopping cart if you need to:

  • Edit the quantity of the product by clicking ‘Edit Details’
  • Update the quantity beside each item and click “Update”
  • Remove a product from your Shopping Cart. To remove a product, click on the cross on the left of the product, or change the quantity to zero and click “Update”.

Unfortunately we are unable to exchange products. This is due to the fact that our order processing commences as soon as your order is placed. If you wish to exchange a product, you will need to return your purchase for refund and place a new order. It is only possible to get a refund on returns when the return is in line with our Return Policy.

You can order over the phone at this moment. Please contact +62 813 8407 5829 and let our advisor know the details of your order and / or about your open question.

Our simple checkout process is designed to help you complete your order and finalize your online shopping visit quickly and easily. If you have already registered your email address with Joseph Joseph, or created an account at our online shop before, you can use your email address to login. Otherwise, you can check out as a guest or create an account. Having an account will give you access to handy features such as the address book and your personal order history.

The first two steps of the checkout ask for your delivery and billing address. If your billing address is the same as your delivery address, simply check the checkbox and the billing address will be filled out automatically. If you have stored an address during previous checkouts, you can also use the address book to select this address.

 Type Description
Order Confirmation:This means that you have placed an order successfully. You should receive this confirmation within minutes after placing your order. All orders are subject to availability. If an item is unavailable after the order is placed, you will be contacted by our customer service representatives.
Order shipped:This means that your order has been shipped from our warehouse and it is on the way to you. This email will be sent out just after your parcel has left our warehouse. Please use the tracking-information from the carrier, included in the email, to obtain detailed tracking information.
Order Returned:This email confirms that we have received your returned order. We will inspect the products you returned and refund you if they meet the requirements of our Return Policy
Cancellation:This email is sent if your order is fully or partially canceled.  

After you have placed your order at the Joseph Joseph online shop, your order can have one of the following statuses:

Processing: This means that you have placed an order successfully. You should receive this confirmation within minutes after placing your order. All orders are subject to availability. If an item is unavailable after the order is placed, you will be contacted by our customer service representatives.

Shipped: This means that your order has been shipped and it is on the way to you. An email will be sent out just after your parcel has left our distribution center(s), informing you of this. Please use the tracking-information from the carrier, included in the email, to obtain detailed tracking information.

We are not part of the Tourist Refund Scheme and will not be able to process any VAT refunds.

If you are having problems viewing the Joseph Joseph online shop, you could try deleting the cookies and the temporary internet files. This should help to solve your viewing problems. Please ensure that your cookies are enabled.

We support the following browsers: Firefox, Google Chrome, and Microsoft Edge.

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 and let the advisor know the details of your order and / or about your open question. You can also send us an email sales@josephjoseph.co.id with all the details. Our advisors are happy to assist you.