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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. 

Where have my saved payment methods gone?

As of 1st July 2013 we have upgraded our payment services and are now accepting PayPal. As a result, all stored payment methods created within an account before this date have been securely removed. All new payment methods created after this date will continue to be securely stored with our new payment service provider to deliver you a fast and convenient experience. Sorry for any inconvenience this has caused. Please call 0845 6066871 for any further assistance.

Where is my order?

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.

Have you received my return?

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.

I requested an exchange but I have received a refund

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.

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.

I have a faulty item, what can I do?

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.