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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. 

I am having problems accessing and browsing your website...

We support the latest version of Google Chrome (which automatically updates whenever it detects that a new version of the browser is available). We support the current and previous major releases of Firefox, Internet Explorer, and Safari on a rolling basis. Each time a new version is released, we begin supporting that version and stop supporting the second most recent version.

I am having trouble with my shopping basket.

If you have any trouble purchasing any items on our site, please call our Customer Services Team on 0845 250 7170 and they will be more than happy to help.

How do I remove items from my shopping basket?

You can remove items from your basket by clicking the ‘remove’ button at the checkout under the quantity box.

I can’t sign into my account.

Request a new password. If you are not identified after that then you will need to set up a new account. If you are still having trouble, please call our Customer Services Team on 0845 250 7170.

I am not receiving your newsletters even though i have signed up?

Sometimes it can take a few weeks to get you onto our mailing list so please be patient. Wait for up to a month until after you have signed up to see if you start receiving the emails. If you have no luck after then please sign up again or email joulesteam@joules.com.

Is it safe to order online?

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.

What is mastercard securecode & verified by visa?

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.

My payment has been declined...

Don’t worry! There can be many reasons for this, please call our Customer Services Team on 0845 250 7170 and they will help you through the payment process.