Frequently askes questions
Exchange & returns
How long does it take for my return to be processed?
We aim to refund the purchase amount for the returned items as soon as possible, but no later than within 14 days after you have notified us of your return. However, the refund process may take longer if we haven’t received the products yet.
Once your return shipment has been processed, you will receive a return confirmation on the email address you provided while placing your order.
Where can I find my packing slip?
You can find your packing slap in the same package as your purchase. In order to receive a new one, please contact our customer service department by email to [email protected] or by telephone on +31 (0)20 218 48 21.
How do I return my item(s)?
To ensure a correct handling of your return, please follow the steps on the packing slip that was included with your order. If you have any questions or need assistance, our customer service specialists are happy to help!
Our customer service department is available on business days from 9:00 am to 5:30 pm via email on [email protected] or by phone on +31 (0)20 218 48 21.
Do I have to pay for my return?
Yes, JOSH V charges a return fee.
For orders placed until June 13 2023, the return fee will be deducted from the refund. If you have placed your order on June 14 2023 or later, the return fee will be calculated when you register your return in the return portal.
Every year, we donate 10% of the return fee to a charitable organization.
Why am I being charged for my return?
The return percentage in the fashion industry can be as high as 50% or more. Returning packages has a big impact on the environment. At JOSH V, we would like to minimize this impact as much as possible together with you.
We donate 10% of the return fee to a charitable organization each year. Keep an eye on our social media channels every year in January for the announcement of the charity.
Since 2020, we have donated this amount annually to Sympany, an organization that collects textiles and finds a new use for them or recycles them. In 2023, 10% of the return fee will go to ReShare. The rest of the amount will be invested in a more sustainable JOSH V.
Read more about our sustainability goals and progress of transport, shipment and returns.
I have chosen Klarna as my payment method. Do I still have to pay my invoice when I return my item(s)?
You do not have to pay the full Klarna invoice when you return (part of) your order. To avoid extra costs, it is important to register your return through the Klarna app. This can also be done by contacting them by phone or via chat. Klarna will then pause the invoice for you until your return has been processed by us.
The Klarna invoice will be adjusted as soon as your return has been processed and you have received a return confirmation. You will receive the adjusted invoice within three business days after your return has been processed.
Can I exchange my item(s)?
Unfortunately, it is not possible to directly exchange an item for another. If you would like to receive a different colour, size or an entirely different item, we would like to advise you to place a new order and return the item that is not to your liking.
Is it possible to return a discounted item?
Items from the new collection as well as discounted items may be returned within the return period of 21 days.
Make sure that you return the products unworn, undamaged and with the labels attached. If an item does not meet these requirements, our warehouse may refuse to process the return.
Is there a warranty on my purchase?
The legal warranty applies to all items purchased on our webshop. This means that a product is or must do what the customer can reasonably expect from it.
Do you have an issue with your purchase? Please feel free to send an email to [email protected]. It is important to mention your order number in this e-mail and to add a photo on which the issue is clearly visible.