Order support

Returns & Order Support

Use this page to find the right support path for an order return or refund question.

If something about your order isn't quite right, we're here to help. This page walks you through how returns work and how to reach us.

Start a return

Returns can be requested within 30 days of delivery.

Contact us through our contact page with:

  • Your order number
  • The email address used at checkout
  • A short note about what you'd like to return and why (a photo helps if the item is damaged)

We'll review your request and reply with the next steps. Please wait for approval before sending anything back — items returned without approval may not be accepted.

What can be returned

Items should be unused, in their original condition, and returned with their original packaging. The exception is anything that arrived damaged, defective, or incorrect.

Damaged or incorrect items

If your order arrived damaged or isn't what you ordered, contact us within 7 days of delivery and include clear photos of the item, the packaging, and the shipping label. We'll arrange a replacement or refund — and cover the return shipping.

Return shipping

For a standard return, return shipping is the customer's responsibility. If the item arrived damaged, defective, or incorrect, JosepHomes covers it.

Once your return is approved, we'll send you the return address and instructions by email.

Refunds

After we receive and inspect your return, approved refunds go back to your original payment method in CAD. Your bank or card issuer may take a little extra time to post it.

Before you reach out

A quick checklist to help us help you faster:

  • Have your order number and checkout email ready (both are in your confirmation email)
  • Check whether your order has shipped or been delivered
  • For damaged items, have your photos ready to send

Contact us

Reach us any time through our contact page. We typically reply within 1–2 business days.

The full details on eligibility, timing, and condition are set out in our Refund Policy.

Review eligibility

Return eligibility, timing, condition rules and refund timing are controlled by the published refund policy.

Review refund policy

Need help?

Send your order number and details through the contact form. For damaged items, include clear photos when support replies.

Contact support

Before you request help

  1. Confirm the order email and order number from your confirmation email.
  2. Check whether the order has been fulfilled or delivered.
  3. Contact support with the order details, or use account return request only if self-serve returns are enabled.