OUR CHRISTMAS GUARANTEE
You can send your order back to us or return it to one of our shops in its original condition
with proof of purchase up until Sunday 26th January 2014 for a full refund or exchange.
We hope you’re 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 freepost label contained in your original order* or via the Collect+ service** using the Collect+ label contained in your original order, together with proof of purchase, within 28 days (or 14 days for sale items). Your statutory rights are not affected. Please be sure to obtain a proof of posting from your Post Office and keep your tracking receipt from Collect+, 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 orders placed outside the UK and during sale periods, the cost of the return will be the customer’s responsibility.
** See Collectplus.co.uk for more details.
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.
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 in its original condition within 28 days. Once we have received your parcel, we’ll send your new item to you with Express Delivery – FREE of charge.
Due to the way our systems work, we may have to refund the returned item to your account and then charge the replacement item as a new transaction on your account.
Where the original Product was purchased using Paypal, we are unable to process the sale of your new Product using that payment method. Therefore, 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 (or 14 days for sale items) for a full refund.
Please be aware that items returned to a store will not be refunded in store, but will be returned by the store 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 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
ITEMS PURCHASED IN STORE
Please note that all of the above is applicable only to items purchased from our website. 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. 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.
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.
CLICK AND COLLECT ORDERS
If you want to return an item for a refund, you can either returned it to the store where you picked your parcel up from or you can complete the returns section of the exchanges and returns form contained in your original order and send your item back to us, along with the form in its original condition with proof of purchase, within 28 days (or 14 days for sale items) for a full refund.