How do I track my order?
For UK deliveries, when your order has been despatched, you’ll receive a despatch confirmation email with a link to track your parcel.
You can track the progress of your parcel at the Royal Mail website, by selecting the track your parcel icon and enter your tracking number - this will give you the up to date status of your order. For international deliveries, please contact Customer Services.
What happens if I don’t collect my order within seven days?
Joules will return it to their warehouse and refund your account.
What is your returns policy?
Their goodwill returns policy: You can send your order back to them 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 1 June 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 them within 14 calendar days of cancellation.
Full details of your right to cancel and return products can be found in their terms and conditions.
How long will it take to process my refund?
Returns can take up to 10 working days to be processed. Once your return is actioned they 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.
They ask that you retain your proof of postage from the post office until you have received confirmation of the return being processed.
What happens if the order I receive is faulty or incorrect?
In the rare and unfortunate event of your order being faulty or incorrect please accept their apologies and contact Customer Services.
Can I pay by PayPal?
PayPal payment is available for UK Home and International deliveries as well as Click and Collect orders. Paypal is currently not available for items purchased from any of their Friends of Joules partners.
Are my debit/credit card details saved?
If you place an order as a guest, your card details will not be saved until you register for an account at the confirmation page. If you register for an account prior to placing an order (or have an existing account) your card details will be securely saved automatically for convenience. You can only add new card details during checkout, but card details can be removed in the Payment Details section under My Account.