Coronavirus FAQ's

Unfortunately, our call centre phone lines are currently closed and we have a small but dedicated team dealing with all enquiries via 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.

Of course! Our delivery services are still operating but please note if you’ve selected UK standard delivery your order may take slightly longer than usual. Please expect it to be delivered within working days, due to the current circumstances and the measures we have put in place to safeguard our staff. 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.

To safeguard their employees, our distribution centre operator, has dramatically reduced staffing levels to enable them to implement strict social distancing measures and ensure that meticulous hygiene and cleanliness rules are followed. This means we’re able to work with our distribution partner to continue to support our customers who need us, whilst also protecting their teams. It does however come at a cost to our usual service levels, but the Joules community is our number one priority.

As a result, for UK standard delivery, your parcel will now be delivered within working days from the time you placed the order. We’re sorry for any inconvenience this may cause, but we hope you can appreciate that this was a necessary decision to ensure the safety of ours and our partner’s employees.

We know that thinking about returning products right now can be quite stressful, so any Joules orders placed from 1st February 2020 will qualify for an extended returns period of 365 days with immediate effect. Our standard returns policy rules still apply, but we hope this will make life a little bit easier. The 365 day returns period covers all Joules products (including those purchased online and in store). Friends of Joules products are excluded from this extension.

Please bear with us, as we are working our way through returns. Currently it may take up to 15 days to process your refund.

Our delivery partners are now operating contact-free delivery so that you can still receive your parcels safely without requiring a signature

Yes, we’re pleased to say our International delivery option is available.

We’ve put strict measures in place to protect and safeguard our teams and those of our partners, which means delivery may take a little longer than usual at the moment.

Unfortunately, our Click & Collect service is not available whilst our stores are closed. When Click & Collect is available, we will let you know through this page.

Our CollectPlus delivery method is now available.

Our teams are working through any orders delivered into stores, so please rest assured you will receive a full refund shortly. Please feel free to place your order again for home delivery. In the event you have not had an email confirming your refund by Friday 27th March please contact our customer service team via this email address: 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.

If you’d like to return an item and your local store is closed, don’t worry. Our store colleagues will be able to accept your return when the store re-opens. For your convenience, any Joules orders placed from 1st February 2020 will qualify for an extended returns period of 365 days with immediate effect. Our standard returns policy rules still apply, but we hope this will make life a little bit easier. The 365 day returns period covers all Joules products (including those purchased online and in store). Friends of Joules products are excluded from this extension, and cannot be returned in Joules stores. Please contact the Friends of Joules partner directly to discuss the return.

Yes, currently our partners are still fulfilling UK orders that are accepted. Please check back here to see the latest updates, we will inform you if this changes.

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.

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.

These are unprecedented times, and at the moment we’re unable to give a definitive time frame, but we promise we’ll be back as soon as we can! For updates on our stores, you can check back here or keep an eye out for our email updates.

In the meantime, you can still browse our new Spring collection at www.joules.com, which continues to operate as usual. Our social channels are also there to keep you updated and add a little inspiration, hopefully providing a little mood-boosting content to raise a small smile at this uncertain time.

In light of recent Government advice, we have taken the decision to cancel all our upcoming Big Sale events.

Whilst we’d love to catch up with you, we need to ensure we’re doing the right thing and in the current environment it’s not in anyone’s best interest for the events to go ahead.

This is a rapidly changing situation and we will continue to review upcoming events and act as advised by the experts. Keep an eye on your emails and our social channels for further updates.