Once your order has been submitted it will only show as 'placed' on your account. Once despatched from our warehouse, you'll receive a despatch confirmation email containing information about the delivery of your order.

This email will be sent from no-reply@joules.com.

Super saver deliveries will not require a signature and will be delivered by your local postman. Someone you can trust (and may know very well!) If you happen to be out and the parcel won't fit through your letterbox, a card will be left for you with the address of your local sorting office. Super saver deliveries are from Monday to Saturday and are a non-tracked service.

Standard and Next day deliveries are trackable through UKmail. To track the status of your parcel online please visit www.ukmail.com and enter your reference number in the Parcel Number box - this will give you the up to date status of your order.

Standard and Next day deliveries do require a signature. If you've requested standard or next day delivery, you'll receive a text message from UKmail the night before your parcel is due to be delivered that will give you the option to change your delivery date. If you're not at home, a card will be left for you to rearrange delivery with UKmail.

Next day delivery is offered from Monday to Thursday from 8am - 6pm. Orders placed after 6.30pm will be delivered on the second working day. Next day orders placed from 5pm Thursday to 6.29pm Monday will be delivered on a Tuesday; our couriers can delivery up to 9pm. We can only guarantee our next day delivery service to Mainland UK, this excludes the Scottish Isles, Channel Islands, the Isle of Wight, Isle of Man, Northern Ireland and the follownig areas: AB, DD, DG, EH, FK, G83, G84, HS, IM, IOM, IV, KA, KW, KY, ML, PA, PH, P0, TD, TR and ZE.

If you don't receive a despatch confirmation email, please check your spam or junk folder.

If your item was purchased directly from our website www.joules.com we will send you an email as soon as we receive your return. Please allow 10 working days from the date of receipt for your return to be processed.

When any item is received into our warehouse an automatic refund is applied. If you requested an exchange a new order will be placed for you along with a new charge.

If your item was purchased directly from www.joules.com inside your parcel there will be an invoice which details our returns process. Simply package your order up and enclose your returns slip.

You can return this to us using Collect+ or via the post office. Whichever method you choose please ensure that you retain your proof of postage receipt until you have received confirmation of the return.

If you have purchased an item from a Joules store please pop back to the store and they will process your return for you. 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.

We take great pride in everything we do and we are as disappointed as you when things aren’t up to scratch.

If you have received something that isn’t up to our usual high standard and this was purchased directly from www.joules.com please contact our Customer Service Team on (+44) 0845 250 7152 where one of our Team will be able to advise you further.

If your item was purchased from a Joules store, please pop along to the store where we will be able to give you further advice. 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.