Returns + Exchanges

If you are not completely happy with your order, we offer a full refund or exchange within 7 days from receiving the order. After this time frame, all purchases become final. To be eligible for a return, all items must be returned in a saleable condition, unworn, unwashed, and with all original labels attached. Any garments that have been worn, damaged, altered, or washed will not be accepted.

Please note that sale items cannot be returned for a refund unless deemed faulty. We understand that online shopping can be tricky, so if you are unhappy with a sale purchase, we will offer an exchange or store credit. The return of the original purchase is the customer's responsibility, and the customer is liable for postage costs.

How to make a return or exchange?

Please contact our Customer Care team at info@josephinethelabel.com within the 7-day period stated above if you wish to return or exchange an item. We will need your order number and a brief description for the return/exchange. Any return costs will be the responsibility of the customer; however, if you’re making an exchange, to make things a little easier, we will be happy to deliver the exchanged order at our cost. Once we receive your email with your order number and the brief description for the return/exchange, we will advise you where to send the item.

Cancellations

If you have changed your mind and would like to cancel an order, please contact our Customer Care team at info@josephinethelabel.com as soon as possible. Please note that orders which have already been shipped cannot be cancelled, and we will have to go through the return/exchange process above.

Damaged or Faulty Items

We take all possible measures to ensure our products are of the highest standard, but it's possible there may be one or two faulty items within a range. We apologise in advance! If you unfortunately receive a damaged or faulty item, please contact our Customer Care team at info@josephinethelabel.com as soon as possible to organise a replacement item. If the item is, however, unavailable, we will offer store credit or a full refund and will also refund the shipping costs.

Shipping costs

New Zealand
Flat fee: $10.00NZD tracked express delivery. Estimated delivery time of 1-2 days, excluding packaging and handling. Please note that these times are approximate, and unexpected delays may occur. 

Australia
Flat fee: $20.00AUD tracked express delivery. Estimated delivery time of 2-6 days, excluding packaging and handling. Please note that these times are approximate, and unexpected delays may occur.

International
Flat fee: $70.00NZD tracked express delivery. Estimated delivery time of 2-6 days, excluding packaging and handling. Please note that these times are approximate, and unexpected delays may occur.

Duties + Taxes

For international orders, there might be duties and taxes assessed by the destination country. Recipients are responsible for these fees upon delivery as they are not included in the product(s) price. Josephine doesn't have control over processing times or customs duty rates in each country.

Lost parcels

In the unfortunate event that a parcel goes missing during transit, Josephine will either replace the item or issue a refund once the investigation is completed. However, if the order can be tracked and confirmed to have successfully reached its intended destination, Josephine cannot be held responsible for the order.

Colours

It's important to mention that being an online retail store, we have made every effort to correctly display product colours within our online store and social media sites. However, due to the inevitable variances between computer monitors and photography methods, we cannot guarantee that your device will display a colour that is completely accurate. We hope you understand!

If you have any additional questions or need further assistance, please don't hesitate to contact our Customer Care team at info@josephinethelabel.com.