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It’s a time of uncertainty for all of us but we’re still here for you online at Joules.com to help you prepare for the festive season.
Of course, Christmas will be a little different this year, but it’s still our Christmas and we’re determined to add a sprinkle of festive magic where we can, because this year we all need a little magic more than ever.
Following the latest government guidance, our stores across England will be closed from Thursday 5th November to Wednesday 2nd December.
Our Big Sale events during this time will also be cancelled – don’t worry, if you had a ticket for a Big Sale, we’ll be in touch.
We know there will be varying restrictions across the UK, so please continue to check our store finder page for the latest store opening updates before travelling.
Unfortunately, we won’t be operating our Click & Collect service from closed stores during this time, but are currently offering free standard delivery on all Joules orders at joules.com and we’ve taken the worry out of returns with our extended 180 day returns policy. Hopefully that’s a couple of reasons to smile.
Our safety measures continue to give everyone peace of mind while shopping in our stores. All of our open stores have the below measures in place…
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.
In line with guidelines around face coverings, we’re asking that you please wear one at all times while in our store.
While we can now get a little closer (up to 1+ metres), we’re keeping the 2 metre distance in our stores for ultimate peace of mind.
Hand Sanitising Stations
We have introduced hand sanitising stations around the store for everyone to use when entering and/or leaving. We’ve also put them in our staff areas.
We’ve introduced additional daily cleaning measures including the regular sanitising of high contact areas such as clothing rails and door handles, so that nothing is missed.
Our fitting rooms will be closed for the time being, but hopefully we'll be able to open them again soon!
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!
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.
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Making a Return
We are now accepting web returns in-store. When returns in-store are received we hold these for a 72-hour quarantine period before they re-join the rails on our shop floor.
Don’t forget we’ve extended our returns policy! Please visit our Returns Page for more information.
Click & Collect
We’re resuming our Click and Collect services in most of our open stores. So, if you want to browse for your items online and collect them in store, we’d love to see you!
If Click and Collect is available at your local store, it will show in the list of participating stores once you’ve searched your postcode in checkout. When you come to collect your items, please follow the instructions on our Click and Collect signage that will be prominently placed around the store.
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.
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.
Our teams have settled into their ‘new normal’ and whilst we’re all missing chats around the kettle (and the biscuits!) we’re in regular contact with all of our teams, ensuring they’re keeping safe during this difficult time and of course, in typical Joules fashion, we’re trying to add a little fun where we can to keep everyone’s spirits high.
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 1st September 2020 will qualify for an extended returns period of 180 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 products however are excluded from this extension. You can read more about returns in our FAQs below or here.
Our dedicated customer service team are working from home and available to deal with enquiries via email at firstname.lastname@example.org 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.
You can contact us by phone on 0345 250 7160 or by email at email@example.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 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.
For items purchased between 1st September 2020 and 4th March 2021, our returns period is extended to 180 days (this excludes Friends of Joules 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 items).
Our extended returns period covers all Joules products (including those purchased online and in store). Friends of Joules 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.
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, most of our stores won’t be offering a Click and Collect service at this time. If Click and Collect is available at your local store, it will show in the list of participating stores once you’ve searched your postcode in checkout.
Yes, currently our partners are still fulfilling UK orders that are accepted. Please check back here to see the latest updates.
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.
We’re continuing to follow government guidance, and this may mean some of our stores having to close at differing times. Please be sure to check our store finder page for the latest details before travelling.
You can find the full list of upcoming Big Sale events here.
Following the latest government guidance for England, any Big Sale events from Thursday 5th November to Wednesday 2nd December have unfortunately been cancelled.
If you already had tickets for an event that has been cancelled, these will be automatically refunded, and we will be in touch with a new date if we are able to reschedule.
You’ll be the first to know as soon as we’re able to plan some more events, so keep an eye on your emails!