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Frequently Asked Questions

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Find the answers to your most commonly asked questions or pick a topic to the left.

For the latest COVID-19 updates and frequently asked questions, we’ve created a dedicated info page, which you can view by clicking here.
Our goodwill returns policy: You can send your order back to us in its original condition with proof of purchase within 28 days for a full refund. If the item you purchased was a sale item then please return it within 14 days. For items purchased between 1 February 2020 and 31 July 2020 our standard 28 or 14 days returns period is extended to 365 days (this excludes Friends of Joules items).

You also have the right to cancel your contract, which begins on the date you place your order and ends 14 calendar days from the day after you receive the product you have ordered. You must return the item to us within 14 calendar days of cancellation.

Full details of your right to cancel and return products can be found in our terms and conditions by clicking here.
Please note that due to health and hygiene reasons we are unable to accept the return any of the following items:
(i) swimwear;
(ii) underwear;
(iii) earrings; or
(iv) toiletries,
unless they are returned to us unused and in a fully resalable condition with all hygienic seals in place and unbroken. This does not affect your right to return a product if the product is faulty or misdescribed.”

For a full refund, send your item(s) to us in its original condition with proof of purchase within 365 days of receipt of order for any Joules item. We’ve extended our returns period to make things a little easier for you during this difficult time.

At the moment, we’re not accepting web returns in-store. Instead, please use the returns slip that came with your purchase – simply peel, stick and head to your nearest post office.

Through the Post: If you have shopped through the Catalogue or online just fill in the exchanges and returns form on the bottom of your invoice, if you bought your items in one of our shops, please put a copy of your till receipt and your card receipt in the parcel and include a covering letter with your name, address and contact details. Without the copy of both of your receipts we will be unable to issue a monetary refund if one is due. Your statutory rights are not affected.

Then just nip it down to the Post Office with your free returns label and pop your parcel into the post. Please note that returns are not free during sale periods. Once our stores reopen, you will be able to take your return to a store to be processed.

Please remember to get a proof of posting certificate from your Post Office. This will cover you if your parcel gets lost in the post.

Items purchased from any of our Marketplace partners can only be returned by post direct to the seller. The returns address can be found on the despatch note inside your parcel.

Returns can take up to 10 working days to be processed.

Once your return is actioned we will send you a returns confirmation email and your refund will be processed at that point. You can expect to see the refund in your account within 72 hours from then.

We ask that you retain your proof of postage from the post office until you have received confirmation of the return being processed.

Our stores are closed at the moment to protect staff and customers, but once they re-open our store colleagues will be able to process your return or an exchange.

Unfortunately, we do not accept exchanges by post. When stores re-open, please contact the store in advance of visiting to ensure they have the stock available.

Return labels if applicable can be found on your parcel summary however, if you no longer have a return label please click here for a free return label.

This free returns label can only be used to return Joules products. If you have purchased a product from one of our Friends of Joules partners please return the item to the address enclosed in your parcel. If you need further assistance please contact Customer Service.

Contact us

Unfortunately our call centre phone lines are closed until further notice. You can still contact our team via email at joulesteam@joules.com or use the contact form here. We will endeavour to respond as quickly as we can.