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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. 

How do I search for an item?

You can search for an item by using a keyword such as trouser or wellies. You can also search by product name if you have seen something in the Catalogue you like. Simply enter the name in the search box at the top of the homepage and press enter.

How do I navigate the website?

Navigating around joules.com is designed to be simple and straightforward.

Do you have a catalogue i can shop from?

We have a catalogue which you can shop from. Our catalogue brings you all of our new collections as well as lots of interesting reads. You can sign up receive our latest catalogue by clicking here.

Do you have a size guide?

You can see our sizing guides by clicking on the link in the footer (the bottom) of the homepage. We also have more detailed size guides for specific items. You can see these by going to the product and clicking on the ‘size guide’ button.

The item I want is on backorder, when will I receive it and be charged?

If the item you’ve ordered is on backorder, the date when it will become available will be displayed. Once this item has arrived into our warehouse we will despatch it and charge your debit/credit card. You will be notified of this by email.

Can i get any more information on a product?

If you happen to require additional information on a product, please call our Customer Services Team on 0845 250 7170. They’ll be more than happy to answer any questions you may need answering.

How do I sign up to the joules mailing list?

Click here to sign up and receive all the latest offers and news from Joules.

How do I pay for my order?

We accept online payment in a secure environment with Visa, Mastercard, American Express and Maestro debit, Visa electron & credit cards. You now also pay via PayPal.

The Joules online store uses the very latest encryption technology (SSL) to ensure that your transactions with us are private and protected as they travel across the internet. When you proceed to make your purchase, your browser makes a connection to the secure section of our website. Your browser will show a padlock in the bottom right corner to indicate that it has made a secure connection and depending on your browser a window may pop-up to notify you that you are entering this safe area.

Once you have confirmed your order, payment will only be taken from your bank account once your purchased items have been despatched. This applies for pre-ordered purchases too. You will receive a despatch confirmation email when the items are with the courier. 
Upon receiving your order we carry out a standard pre-authorisation check on your payment method (card or Paypal) to ensure there are sufficient funds to fulfil the transaction. Goods will not be dispatched until this pre-authorisation check has been completed.

To protect cardholders, your bank may request that you are screened using 3D Secure (MasterCard SecureCode and Verified by Visa) and by an independent fraud prevention service. We may contact you for additional security purposes should we deem this necessary.

When will I be charged?

You will be charged for your items only at the point they despatched from our warehouse. You will receive a despatch confirmation email when the items are with the courier.

I have just placed an order can I amend or cancel it?

If you wish to cancel your order please contact us on 0845 250 7170. (If your order has been processed in our warehouse or has been despatched we will be unable to process a refund until we receive the parcel back.

How do i cancel my order under the distance selling regulations?

To find out how to cancel your order under the distance selling regulations please click here to see our terms and conditions.

I have seen an item in the catalogue but you don't have any sizes left online?

Please give our Customer Services Team a call on 0845 250 7170 and they will try their hardest suggest which store the item may be found.

Is there anywhere I can leave feedback?

We love to hear from our customers. If you would like to make any suggestions or even pass on some praise feel free to click here – you’ll be taken to our online survey

Is there a Joules shop near me?

There are Joules shops up and down the country along with over a large number of stockists. Click here to locate your nearest shop or stockist.

How can I place an order via the phone?

Call our fantastic Customer Services Team on 0845 250 7170 and they will be more than happy to take your order.

Unfortunately we are unable to accept payment via Maestro cards and PayPal via the phone.

What's the policy regarding charging of VAT?

Joules operates a standard product pricing policy, meaning that customers are charged the same prices irrespective of where they live. Prices are the same across our retail stores and our mail order service, including internet orders.

We recognise that the additional costs of operating in the Channel Isles and elsewhere abroad may be less than the benefit received by not having to pay VAT. However, Joules believes that it is fair to charge all of its customers the same price, irrespective of product type and local operating costs.

Joules has therefore determined that a standard pricing policy for the UK, Channel Isles and Rest of world avoids additional administrative costs and, overall, results in offering all of our customers good value across our entire product range.