EXCHANGES AND RETURNS DURING SALE PERIODS
During Sale periods we accept returns and exchanges up to 14 days from date of dispatch and postage is chargeable for the return of sale items.
1) EXCHANGES & RETURNS FOR ITEMS PURCHASED FROM OUR WEBSITE OR BY MAIL ORDER
We hope you are completely happy with your new Joules goodies, however, if you aren’t, there’s no need to worry. Exchanging or returning your order is quick and easy. Just send your item back to us, in its original condition, via Royal Mail label to Joules Building, Saxon Way West, Corby, Northants, NN18 9ES, together with proof of purchase within 28 days of the date of dispatch (or 14 days of the date of dispatch for sale items). The date of dispatch is displayed on the invoice contained in your original parcel. In each case please enclose the delivery note provided in your original parcel and complete the relevant sections for refunds/exchanges.
Please be sure to obtain a proof of posting from your Post Office, you will need this to hurry things along, should your parcel take a while to arrive with us.
* Please note that we cannot be held responsible for any items which fail to reach us or for delays in your exchange/return reaching our warehouse. We recommend that overseas customers send their parcels via a registered trackable service and get a proof of receipt.
FREE AND EASY RETURNS
You can return products, in person, to a Joules shop (i.e. a shop which exclusively sells Joules products) however we will only be able to process the return there and then if the product was originally purchased using a credit or debit card and you bring the card with you. Please note, we cannot process refunds for items paid for by pay pal or from ebay, if this is the case we will have to return the product to our warehouse where the refund will be processed.
If you want to return an item for a refund and can’t make it to a store, please complete the returns section of the exchanges and returns form contained in your original order. Then send your item back to us, along with the form, or return it to one of our Joules Shops in its original condition with proof of purchase, within 28 days of the date of dispatch (or 14 days for sale items) for a refund. You will receive a full refund of the price paid for the products, but you will not receive a refund of the original delivery charges or cost of returning the products to us (unless the products were faulty). Our standard returns period has been extended for Christmas. Any items purchased from October 26th 2014 can be returned to us in line with our returns policy up until 25th January 2015.
Please allow up to 10 working days from receipt by us for us to process your refund, this maybe longer during busy sale periods.
We take great pride in everything we do and are just as disappointed as you when things aren’t up to scratch. If you have received something that isn’t up to the high standard you expect from Joules please call +44 (0)845 250 7152 or email firstname.lastname@example.org where one of our Customer Service Team will be able to advise you on how to return your faulty goods.
RECEIVED THE WRONG ITEM?
If you think you’ve received the wrong item or part of your order is missing then please contact our Customer Service Team on+44 (0)845 250 7152 or email email@example.com
2) ITEMS PURCHASED IN STORE
Please note that all of the above is applicable only to items purchased from our website or via mail order. If you have purchased an item from a Joules store which you wish to return or exchange, please return it to a Joules store together with your till receipt. Our in-store returns policy is displayed in each store near the till, and also provided on the back of your till receipt.
If you are unable to get to a Joules shop to return the item, then please call our customer services team on+44 (0)845 250 7152 or email firstname.lastname@example.org for assistance. You will usually be asked to return the item together with the till receipt to Joules Building, Saxon Way West, Corby, Northants, NN18 9ES. You will need to bear the cost of returning the item to us. This does not affect your statutory rights.
3) ITEMS PURCHASED FROM OUR STOCKISTS
If you have purchased items from one of our stockists (whether online or in store) and would like an exchange or refund, you need to check the returns/exchanges policy of the stockist you bought the item from and deal with the stockist directly.