Return & Refund Policy

At Josephine London, we want you to be satisfied with your purchase. If an item is not right for you, you may request a return within 30 days of receiving your order.

To start a return, please contact our customer care team at support@josephine-london.com and include your order number in your message.

Once your return request has been reviewed, we will provide you with the appropriate return address and instructions on how to send your parcel back.

Please do not return any products before receiving return instructions from us. Items sent to an incorrect address may be delayed or may not be processed correctly.

For returns due to a change of mind, an incorrect size selection or an exchange request, customers are responsible for the applicable return postage and any international customs costs, except where otherwise required by law.

Return Eligibility

To qualify for a return under our 30-day return policy, your item must be returned in its original condition.

Products should be unworn, unused, unwashed and unaltered, with all original tags, liners, packaging and accessories still attached or included where applicable.

Items that show signs of wear, washing, use, damage or alteration, or that are missing components, may not qualify for a refund under our voluntary return policy.

This does not affect your statutory rights where an item is faulty, damaged, not as described or where other consumer rights apply.

Return Shipping

Approved returns must be sent to the return address provided by our customer care team. Depending on the product and fulfilment location, this may be an international returns facility in Asia.

Where the customer is responsible for return postage, customers are responsible for:

• Return postage costs
• Selecting a carrier that supports international delivery and customs clearance where required
• Using a tracked shipping service
• Any applicable customs duties, taxes or handling charges
• Providing complete and accurate customs documentation

We strongly recommend keeping your postage receipt and tracking information until your return has been successfully received and processed.

Josephine London cannot accept responsibility for return parcels that are lost, delayed, refused or rejected as a result of incorrect documentation, unpaid charges or an unsuitable shipping method where the return shipping is arranged by the customer.

Please do not send returns to our registered company address in the United Kingdom. The correct return address and instructions will be provided by our customer care team.

Return Handling

Where permitted by applicable law and outside any statutory cancellation or consumer rights, certain returns may be subject to reasonable deductions where the returned product has been handled beyond what is necessary to establish its nature, characteristics and functioning, or where the product is returned in a condition that reduces its value.

Any applicable deduction will be assessed based on the condition of the returned item.

No such deduction will be made solely because a customer exercises a statutory right where the law does not permit it.

Faulty, Damaged or Incorrect Items

Please inspect your order as soon as possible after delivery.

If your product arrives damaged or faulty, or you receive an incorrect item, please contact us promptly at support@josephine-london.com.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the item where appropriate

Our customer care team will review the situation and provide you with the appropriate solution.

Where an item is confirmed to be faulty, damaged, incorrect or not as described, your statutory consumer rights apply.

Order Cancellations

You may request to cancel your order within 24 hours of placing it.

To request a cancellation, please contact us as soon as possible at support@josephine-london.com and include your order number.

Cancellation requests submitted within the 24-hour cancellation period will be reviewed by our customer care team.

After this 24-hour period, your order may already have entered our processing or fulfilment system, and cancellation can no longer be guaranteed.

If your order has already been dispatched, we may be unable to stop the shipment. Once your order has been delivered, you may request a return in accordance with this Return & Refund Policy and any applicable statutory rights.

Where you have a statutory right to cancel an online purchase, this right is not affected by our internal order-processing times.

Exchanges

If you would like a different size, colour or product, please contact our customer care team to begin the return process.

The quickest way to obtain another item is generally to return the original product in accordance with this policy and place a separate order for your preferred replacement.

This also helps reduce the possibility of your preferred size, colour or product becoming unavailable while your return is in transit.

Refunds

Once your returned parcel reaches our returns facility, we aim to inspect and process it within 2–4 business days.

After your return has been inspected and approved, your refund will be issued to the original payment method used when placing the order.

Once we have processed your refund, it will generally take approximately 3–5 business days for the funds to appear in your account. Processing times may vary depending on your bank, card provider or payment processor.

Please remember that your financial institution may require additional processing time outside our control.

Where UK consumer law requires a refund within a particular timeframe, we will process the refund in accordance with those requirements.

If more than 15 business days have passed since we confirmed that your refund was processed and you still have not received it, please contact us at support@josephine-london.com.

UK Consumer Rights

Nothing in this policy is intended to exclude or restrict any rights you have under applicable UK consumer law.

Depending on the circumstances, UK consumers purchasing goods online may have statutory cancellation rights as well as legal remedies where goods are faulty, damaged, not as described or otherwise fail to meet applicable legal requirements.

Our 30-day return policy is offered in addition to any statutory rights that apply to your purchase.

Contact Information

If you have any questions regarding a return, refund, cancellation, exchange or an existing order, please contact our customer care team.

Email: support@josephine-london.com

Phone: +44 7473 963828

Customer Service Hours:

Monday to Friday: 9:00 AM – 6:00 PM (UK time)
Saturday & Sunday: Closed

Business Information

Store Name: Josephine London

Legal Company Name: Turker Group Ltd

Company Number: 17409711

Registered Company Address:

Turker Group Ltd
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom

Josephine London is operated by Turker Group Ltd, which is the legal entity responsible for the operation of the store.