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 using the "Free UK Returns" label contained in your original order* 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.
* Free exchanges/returns are not applicable to items being returned from outside the UK (including, without limitation, Guernsey and Jersey) or for sale items, in these cases the cost of the return will be your responsibility and you need to address your parcel to Joules Building, Saxon Way West, Corby, Northants, NN18 9ES.
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.
It is important to note that:
a) our returns/exchanges policy, does not apply in the case of certain products which cannot be returned for hygiene reasons, being swimwear from which the hygiene seal has been removed, underwear and earrings; and
b) if you have purchased products as part of an offer or discount, the amount refunded will be adjusted accordingly to reflect any failure to meet the original requirements for the offer or discount as a result of returning the product; and
c) you also have legal rights, which are not affected by our goodwill returns/exchanges policy. Please see our terms and conditions of sale for more detail.
If you require an exchange, simply fill in the exchanges section of the exchanges and returns form and tell us which item you want to exchange, along with the details of the new item you’d like in return. Then send the form and your item back to us as set out in the returns section above. Once we have received your parcel, we’ll send your new item to you with Express Delivery – FREE of charge.
You can also exchange products, in person, in a Joules shop (i.e. a shop which exclusively sells Joules products) however we will only be able to process the exchange there and then if (i) the product was originally purchased using a credit or debit card and you bring the card with you and (ii) we have the item you wish to exchange in stock. Otherwise we will have to return the product to our warehouse where the exchange will be processed.
Due to the way our systems work, the returned item will be refunded to your account and the replacement item will be charged as a new transaction on your account. If you originally paid by Paypal, unfortunately we cannot process an exchange in the normal way. The refund will be processed via Paypal but you will need to make a payment for the new product using a different payment method, or, alternatively reorder the item from the website using Paypal.
If you want to return an item for a refund, 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).
You can also 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. Otherwise we will have to return the product to our warehouse where the refund will be processed.
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 email@example.com 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 firstname.lastname@example.org
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 email@example.com 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.