text.skipToContent text.skipToNavigation
Question Mark
Find the answers to your most commonly asked questions or pick a topic to the left.
If you would rather speak to someone please give us a call on 0845 2507170
Our normal working hours are Monday to Friday 8am – 8pm & Saturday and Sunday 9am – 5pm. 

Can I add to my order once I have confirmed it?

We’re sorry to say you can’t. Please call us on 0845 2507170 if you’d like us to help you place a new order.

Can someone pick up my order for me?

Yes, but they’ll have to bring along confirmation of your order. A forwarded email or text message on their phone or a print out will be fine. They will also be asked security questions regarding your order and address.

How will I know when my order is ready for collection?

The shop will send you an email and a text message (if you gave us your number) telling you that your order is ready for collection.

What will I need to collect my order?

Simply bring along any email or text message you’ve received relating to your order. You can show it on your phone or bring along a print out. You’ll also be asked security questions about your order and address and be asked to sign for your order.

What happens if I don’t collect my order within seven days?

We will return it to our warehouse and refund your account.

Is there any way you can hold the order for longer?

Yes. If you contact the shop they’ll be more than happy to help. Their number can be found on the email we send you when your order is ready to collect and at joules.com/store-finder.

Can I cancel my order?

Unfortunately, once you’ve placed your order it cannot be cancelled until the shop sends you confirmation that it is ready for collection. You can then contact the shop who will return your order and refund you. Alternatively, you can pop into the shop and they can refund you straight away.

Can I pay by PayPal?

At the moment we do not offer this method of payment for Click and Collect.

Can I try my order on in the shop?

You can try your order on instore and exchange it there and then if need be.

How do I return my order?

You can return it in the shop or by using the returns label you’ll find in your parcel.

Do all of your shops and stockists offer the Click and Collect service?

Most do, but there are a few exceptions. Click here to see the full list of participating shops.