LET’S LOOK AFTER EACH OTHER
We know how you’re feeling, because we’re feeling it too.
Anxious, afraid, frustrated, and already wondering how you can get out of that pending virtual quiz.
So, whilst there’s no official ‘rule’ yet that means we can only see our loved-ones through windows and are restricted to shopping online. Let’s keep smiling, be careful and stay safe.
If you're planning to pop into store (we'd love to see you) you can check opening times below. You can also give your local store a call to double check their opening times are up-to-date.
Let’s look after each other.
To the Store Finder > Our Safety Measures >Our safety measures below are still in place in countries where Government restrictions remain.
Customers in store
We are restricting the number of customers coming through the doors at any one time so everyone can have their space while shopping.
Face Coverings
Face coverings must be worn while shopping in our stores.
Social Distancing
Give people the 2 metre space they have got used to.
Hand Sanitising Stations
There are hand sanitising stations around the store for you to help yourself to (these remain in English stores too).
Store Cleaning
We continue to thoroughly clean our stores with extra care over high contact areas.
Fitting Rooms
Where safe to do so, our fitting rooms are open.
Reduced Till Operations
We have added protective screens to our till areas and in our larger stores we’ve reduced the number of operating tills too. Please still chat and smile with us though – we all need it!
Payment
When you’re ready to pay, please do so with contactless or card when possible to help us reduce the contact that comes with cash.
Swipe for more 
Hints and Tips to Shopping
Our non-official (but still important) measures:
We’ve come up with some tips that we hope will make your shopping experience safer and easier.
Timing is Everything
You’ve probably got pretty good at predicting the best time to shop, so if you can, try and visit our stores when things are a little quieter – that’s likely to be first thing in the morning and late afternoon.
However, you can always give your local store a call, they will be more than happy to advise on the best time of day to come along.
You can find all store numbers and new opening times on our Store Finder page.
Come Prepared
We don’t want to take the fun out of browsing, but if you want to minimise your time in our store then why not spend a little time on our website first?
You can get an idea of the items we have in at the moment and come with a list (or pictures if you’re really organised) of the styles that might take your fancy.
We’re All in This Together
We understand our stores may be running a little slower than usual, so please be patient with us. We’re all navigating this together and doing the best we can to deliver our usual customer service while protecting everyone’s health and wellbeing.
The Joules family
Coronavirus FAQ's
Looking after our Joules Family
Whilst we’re all missing chats around the kettle (and the biscuits!) we’re in regular contact with all of our teams, ensuring we're supporting them through uncertain times. And of course, in typical Joules fashion, we’re trying to add a little fun where we can to keep everyone’s spirits high.
Taking the worry out of returns
We know that thinking about returning products right now can be quite stressful, so we’ve extended our returns policy for you.
Any Joules item purchased from 12th April 2021 will qualify for an extended returns period of 90 days. Our standard returns policy rules still apply, but we hope this will make life a little bit easier.
Our extended returns period covers all Joules products (including those purchased online and in store). Friends of Joules and Garden Trading products however are excluded from this extension. You can read more about returns in our FAQs below or here.
Staying in touch
Our dedicated customer service team are working from home and available to deal with enquiries via email at joulesteam@joules.com and over the phone. We'll try and respond as quick as we can but please bear with us as we are working through a high volume of enquiries.
| Orders, Delivery & Returns | |
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| How can I get in touch with you? | |
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You can contact us by phone on 0345 250 7160 or by email at joulesteam@joules.com. We will endeavour to respond as quickly as we can but you may experience a delay in our response time due to severely reduced staffing levels. |
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| Can I still order from your website? | |
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Of course! Our delivery services are still operating, if you select Standard delivery please expect it to be delivered within working days. Our next day, Saturday and CollectPlus delivery services are also available. Should anything else change regarding our delivery services, we will ensure this page is updated with the latest service updates. |
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| When Will I Receive My Parcel? | |
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Our standard delivery time is up to working days. |
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| What is your returns policy at this time? | |
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For items purchased from April 12th 2021, our returns period is extended to 90 days (this excludes Friends of Joules and Garden Trading items). For items purchased between 1st September 2020 and 11th April 2021, our returns period is extended to 180 days (this excludes Friends of Joules and Garden Trading items). For items purchased between 1st February 2020 and 31st August 2020 our returns period is extended to 365 days (this excludes Friends of Joules and Garden Trading items). Our extended returns period covers all Joules products (including those purchased online and in store). Friends of Joules and Garden Trading products however are excluded from this extension. You can read more about in store returns in our FAQs below or here. Our standard returns policy rules still apply, but we hope this will make life a little bit easier. Further returns information can be found here. |
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| I've returned an item/I'm due a refund. How long will it take for my refund to be processed? | |
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Please bear with us, as we are working our way through returns. Currently it may take up to 15 days to process your refund. |
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| I’m self-isolating, can I still receive my delivery? | |
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Our delivery partners are now operating contact-free delivery so that you can still receive your parcels safely without requiring a signature |
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| Is International delivery available? | |
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Yes, we’re pleased to say our International delivery option is available. |
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| Can I still Click & Collect? | |
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Absolutely! We’re over the moon to welcome back our Click and Collect services to our stores. If applicable to your store of choice, Click and Collect will show as an option at checkout. |
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| I’d like to order a Friends of Joules item, am I still able to do so? | |
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Yes, currently our partners are still fulfilling UK orders that are accepted. Please check back here to see the latest updates. |
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| I’d like to order a Garden Trading item, am I still able to do so? | |
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Yes, currently Garden Trading are still fulfilling UK orders that are accepted. Please check back here to see the latest updates. |
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| How do I return a friends of joules item? | |
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For a full refund, send your item(s) to the address displayed on the delivery note enclosed in your parcel. The item should be returned in its original condition with proof of purchase within 28 days of receipt of order. Please note items fulfilled by a Friend Of Joules seller cannot be returned to a Joules store. Gift wrapping is a non-refundable service. |
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| How do I return a Garden Trading item? | |
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For a full refund, send your item(s) to the address displayed on the delivery note enclosed in your parcel. The item should be returned in its original condition with proof of purchase within 28 days of receipt of order. Please note items fulfilled by a Garden Trading cannot be returned to a Joules store. |
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| Our Warehouse | |
| Is your warehouse closing? | |
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We’re doing our best to navigate these extraordinary times and we continue to be led by UK Government and Public Health England advice. The current UK Government mandate does not extend to the closure of supply chain and logistics businesses. We continue to prioritise the health and wellbeing of our employees and those of our partners, whilst also ensuring that we remain available to those customers who need us. We’re working incredibly closely with our warehouse operator, to ensure they are following all appropriate guidelines and staying safe. Appropriate measures have been put into place in the distribution centre to safeguard the workforce, including a reduction of staffing levels to allow for social distancing and meticulous hygiene and cleanliness measures. Additionally, we are liaising with our delivery partners to ensure the continued safe and secure carriage of goods to our customers. Should this position change in the near future we will of course let you know. |
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| Stores & Events | |
| Are your stores open again? | |
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Yes, all of our stores are back open! So please do pop by and say ‘hello’, we’d love to see you. |
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