Frequently Asked Questions
As the intelligent, inquisitive bunch that you are, we expect you to ask lots of questions – however before you pick up the phone, write a letter or send an email – have a look at the categories below. We’ve tried to save you some time by answering the questions we get asked the most.
If you can’t find the answer to your question – just click here, get typing and we’ll get back to you as quickly as we can. Alternatively ring 0845 250 7170 and one of our Customer Service Team will be sure to help you.
Select a category you think your question will be under...
Q. What is the purpose of this test site?
Q. Ordering, Returns and Shops
Q. Catazines
Q. Gift Vouchers
Q. Shows and Events
Q. Sponsorship and Prizes
Q. Our Responsibilities
Q. Marketing Matters
Q. Stockist and Distributors
Q. What is the purpose of this test site?
A. We are launching a new look website for our Autumn / Winter 2010 in August.
Quite simply this test site is to make sure that we have enough time to iron out any creases that may or may not appear – before the full site is up and running.
If you happen to encounter even the smallest technical error, please fill out the feedback survey. We’ll then be able to fix it to ensure everyone’s shopping experience is as good as it possibly can be.
Please note only a small part of our Autumn / Winter collection is online – it’s a sneak peak of what’s to come.
Orders, Returns and Shops
Q. What is your returns policy?
A. For a refund or full exchange, your item will need to be returned to us within three months in its original condition and packaging. If your item was purchased from a Joules shop and you do not have your receipt, we are unable to offer you a refund. However we are able to offer an exchange or credit note at the last selling price.
Q. What is your returns address?
A. This is an easy one... Joules Clothing, PO Box 7128, Corby, Northants, NN17 9AQ. Please remember to get a proof of posting certificate or receipt from the Post Office. This will help if your parcel decides to have a little adventure on its way back to us.
Q. I bought an item at a Joules shop. Can I return it?
A. You can – to any Joules shop or the returns address above. If you made your purchase at one of our stockists please contact them and they’ll discuss their returns policy with you.
Q. I bought my Joules item at a show. Can I return it?
A. Yes. You can even return it to a Joules shop – there is no separate returns policy for items bought at shows or events.
Q. I bought an item for a gift can I (or the recipient) still return it?
A. Yes. Our returns policy for gifts is no different to returning items bought from a Joules shop or show stand.
Q. When I return an item how long will it take to exchange it?
A. We try and be as fast as we can, but an exchange or refund can take up to 21 days to process during our busy periods.
Q. Is there any way to apply an offer code to my order once it has been processed?
Unfortunately not – once your order has been confirmed – we cannot amend it or apply an offer code. So if you are lucky enough to have an offer code – make sure you enter it correctly.
Catazine
Q. I have requested a Catazine, but still haven’t received one.
A. We can only apologise. Just contact our Customer Service Team on 0845 250 7170 or email joulesteam@joulesclothing.co.uk and they’ll be a Catazine on its way to you soon. In the meantime don’t forget you can view our full collection online.
Q. Is my Catazine recyclable?
A. Yes – your Catazine is completely recyclable (and its FSC accredited). Why not pass it onto a friend before the season ends and ask them to recycle it when they are finished?
Gift Vouchers
Q. Where can I spend my gift voucher?
A. We have two kinds of gift vouchers. Gift vouchers purchased in our shops can only be redeemed in our shops or at one of our UK outdoor show units - they clearly say 'Shops and Shows Voucher' on the front. Gift vouchers purchased online can only be redeemed online - they clearly say 'Mail Order Voucher' on the front.
Q. How long do gift vouchers last?
A. A Joules gift voucher lives until it is 12 months old – after which it unfortunately expires. Please note the life of a gift voucher cannot be extended.
Q. I have lost my gift voucher, can it be replaced?
A. If you have lost or misplaced your gift voucher contact our Customer Service Team on 0845 250 7170 or email joulesteam@joulesclothing.co.uk But before you do, make sure you have the following details to hand... The date when the gift voucher was purchased, the name and address of the person who purchased the voucher and the name and address of the recipient.
Shows and Events
Q. What shows are you attending this year?
A. We visit lots of shows up and down the country. If there’s a particular show you want to know if we’re attending please email joulesteam@joulesclothing.co.uk or call 0845 250 7170 and we will be able to provide you with details. Unfortunately, we will not be able to tell you what stock we will be taking as this is only decided a few days before an event – but rest assured there will be plenty for you to choose from.
Q. When is your next BIG sale?
A. Our BIG sales are announced via our mailing list to customers in and around the area where the sale is to be held. If you want to be kept up-to-date with news, events and promotions at Joules, please join our mailing list.
Sponsorship and Prizes
Q. We are holding an event; can Joules donate prizes or even sponsor us?
A. Charity is very important to us, however as we already support a number of charities, both locally and nationally, we cannot respond to all requests for sponsorship and donations. But please note we will always take time to consider your request.
Our Responsibilities
Q. Where do you manufacture your products?
A. We manufacture in countries throughout the world to ensure we get the very best quality of product.
Q. Have you got a social responsibility policy?
A. We have recently appointed a team who will be in charge of monitoring and driving our ethical, environmental and social responsibilities forward. Watch this space for more information about all the good things Joules are doing regarding such areas.
Marketing Matters
Q. Why has Joules decided to release their new range in phases?
A. We are phasing our ranges throughout the season to breathe new life into our collections all the time. It also means you can have a new experience each time you shop.
Q. I’m interested in becoming a model for Joules – how do I go about doing this?
A. Our models are all sourced from reputable modelling agencies. We would suggest, if you really want to become a model, that you get in touch with an agency. They will be able to give you all the information you need.
Q. How does Joules sizing compare to other brands?
A. At Joules our sizing is very true to British standards, so you should have little or no problem finding what you are after. For some products we offer different fits such as classic and loose options on women’s polos and sporty and classic on men’s polos. Details on sizing can be found within the order form of the Catazine and online.
Q. Why do you have a Hare emblem on your clothing?
A. There were many things we could have chosen as an emblem to represent the British countryside on our clothing. However, after much debate we decided on the Hare. The fastest British land animal, with its March madness and reluctance to burrow seemed fit with the quirky, eccentric lifestyle we live and promote.
Q. Why is the ‘Tom Joule’ label featured on some items of your clothing instead of just ‘Joules’?
A. As the owner and founder of the Joules, Tom Joule is the driving force behind the brand and its design direction. As we grow internationally as well as in the UK, we are using the Tom Joule branding more and more as a stamp of our clothing’s authenticity, quality and true British design.
Stockists and Distributors
Q. I would like to become a Joules stockist – what do I need to do?
A. The first (and best) thing we can recommend is to get in touch with our Trade Team. Simply send an email to trade@joulesclothing.co.uk and they’ll be more than happy to answer any questions you may have.
