text.skipToContent text.skipToNavigation
Find the answers to your most commonly asked questions or pick a topic on the left.

Will my order be subject to import duties and taxes?

We pay all your customs fees on your behalf. All orders are shipped from the UK. Since the Products you are ordering from our site are for delivery outside the UK, they may be subject to US import duties and taxes which are levied when the delivery reaches the US. We will usually settle these taxes and duties on your behalf however, there may be odd occasions where they are charged to you rather than us. If this happens please contact our customer services team on 1-800-583-9559 or joulesteam@joules.com. We will ask you to provide the relevant customs paperwork demonstrating that it relates to your purchase from Joules and, once we have this from you, we will reimburse you for these taxes/duties. Please note that you must comply with all applicable United States laws and regulations. We will not be liable for any breach by you of any such laws.

Where have my saved payment methods gone?

As of 24th June 2013 we have upgraded our payment services and are now accepting PayPal. As result all stored payments methods created within an account before this date have been securely removed. All new payment methods created after this date will continue to be securely stored with our new payment service provider to ship you a fast and convenient experience. Sorry for any inconvenience this has caused. Please call 1-800-583-9559 for any further assistance.

What is your standard shipping charge?

Standard Shipping $9.95 (Free for orders over $170), 4-7 working days, DHL tracked service.

Express Shipping $19.95, 2-3 working days, DHL tracked service

Shipped from England...
Once your credit card is approved, your Joules order is dispatched direct from our warehouse in the English countryside by Courier. We’ll need a proper and complete address to guarantee shipping (a charge is made for each shipping address). Please note that all shipments to destinations outside of the UK may be subject to import duties and taxes, which are levied by the importing country at the time the shipment arrives in your country. All applicable duties, fees and any additional charges for customs clearance are your, our customer’s responsibility. Please note local import duties may be payable on receipt.

Where is my order?

Once your order has been submitted it will only show as 'placed' on your account. Once despatched from our warehouse, you'll receive a despatch confirmation email containing information about the details of your order.
This email will be sent from no-reply@joules.com.

All Joules items are dispatched directly from the UK and we aim for them to arrive within 4-7 business days. During busy times please allow up to 2 weeks.

If you don't receive a despatch confirmation email, please check your spam or junk folder.

Have you received my return?

If your item was purchased directly from our website www.joules.com we will send you an email as soon as we receive your return. Please allow 10 working days from the date of receipt for your return to be processed.

I requested an exchange but i have received a refund

When any item is received into our warehouse an automatic refund is applied. If you requested an exchange a new order will be placed for you along with a new charge.

How do I return an item to you?

If, for any reason, you would like to return your Joules order, you can send it back to us with a valid receipt within 28 days of purchase for a full refund or exchange. No problem whatsoever.

Goods are returned at your own expense. We accept returns if they are unused, in a resalable condition with all tags attached. Refunds will be made by original payment method. Full details of how to do so are included with your order. Please retain Proof of Shipping as we do not accept responsibility for items lost in transit.

On returning goods on which you have received a discount/offer, that discount/offer will no longer apply if you fall below the discount /offer threshold. Joules will pay shipping on your first exchange. Subsequent exchanges are charged at the standard shipping rate.
Please return your items to:
Joules Returns Centre c/o Global Response
3580 NW 56th Street
Fort Lauderdale FL 33309

Personal Use - Each order is for your personal, non-commercial use. Resale of any Joules product without the express, written consent of Joules is strictly prohibited. Multiple orders representing what Joules deems to be commercial quantities will not be accepted via our direct shopping channels. If you would like to enquire about wholesale/trade opportunities please email trade@joulesclothing.com.

I have a faulty item, what can I do?

We take great pride in everything we do and we are as disappointed as you when things aren’t up to scratch.

If you have received something that isn’t up to our usual high standard and this was purchased directly from www.joulesusa.com please contact our Customer Service Team on 1-800-583-9559 where one of our Team will be able to advise you further.

Do I need an account to shop online at joules.com?

No, you can shop with us via our guest checkout without having to set up an account. To make shopping online with Joules an enjoyable experience we recommend that you set up an account at the end of checkout by entering a password. This way you can easily go through the checkout process on your return visit. This way we can make sure you enjoy top class customer service and a click and easy shopping experience.