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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 exchange an item?

Yes. We understand that you may need to exchange an item and aim to make this as simple and quick as possible. Please follow the exchange process marked on the exchanges and returns form enclosed in your parcel. Don’t forget you can also call our Customer Services Team on 0845 2507170 who will be more than happy to help, answer any questions and give advice regarding size and fit.

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.

What is your returns policy?

You can send your order back to us in its original condition with proof of purchase within 28 days for a full exchange or refund. If the item you purchased was a sale item then please return within 14 days to receive a refund.

How can I return an item?

Just follow these simple steps for returning through your local Joules shop or via Royal Mail...

1. You can return your order either by dropping it off at your local Joules shop or through the post, who will arrange a refund on your behalf. Please note you cannot return your Joules product to stockists, concession and non Joules shops. If your item was purchased from a Joules concession, franchise or stockist you will need to return your item directly back to them. Regrettably we cannot accept returns from these areas.

2. If you have shopped through the Catalogue or online just fill in the exchanges and returns form on the bottom of your invoice, if you bought your items in one of our shops, please put a copy of your till receipt and your card receipt in the parcel and include a covering letter with your name, address and contact details. Without the copy of both of your receipts we will be unable to issue a monetary refund if one is due. Your statutory rights are not affected.

3. Then just drop it off at your local Joules shop or nip it down to the Post Office with your returns label and pop your parcel into the post.

4. Please remember to get a proof of posting certificate from your Post Office. This will cover you if your parcel gets lost in the post.

How long will it take to process my refund?

Please allow 10 days for your refund to be processed, if you haven’t received it after then please contact us on our Customer Services Team on +44 (0)845 250 7170.