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

I am having problems accessing and browsing your website...

The Joules site supports the following browsers: Internet Explorer 7+, Safari, Firefox, Google and Chrome. For the best possible user experience we recommend using the most up-to-date browsers.

I am having trouble with my shopping basket.

If you are having any trouble purchasing items on our site, please contact our Customer Services Team on 1-800-583-9559 (our lines are open 8am - 8pm Mon - Fri, 9am - 5pm Sat - Sun GMT) or you can email joulesteam@joules.com and they will be more than happy to help.

How do I remove items from my shopping basket?

You can remove items from your basket by clicking the 'remove' button at the checkout under the quantity box.

I can't sign into my account.

Click here to request a new password. If you are not identified after that then you will need to set up a new account. If you are still having trouble, please contact our Customer Services Team on 1-800-583-9559 (our lines are open 8am - 8pm Mon - Fri, 9am - 5pm GMT) or you can email joulesteam@joules.com

I am not receiving your newsletters even though I have signed up?

Sometimes it can take a few weeks to get you onto our mailing list so please be patient. Wait for up to a month until after you have signed up to see if you start receiving emails. If you have no luck after then please sign up again or email joulesteam@joules.com

Is it safe to order online?

The Joules online store uses the very latest encryption technology (SSL) to ensure that your transactions with us are private and protected as they travel across the internet. When you proceed to make your purchase, your browser makes a connection to the secure section of our website. Your browser will show a padlock in the bottom right corner to indicate that it has made a secure connection and depending on your browser a window may pop-up to notify you that you are entering this safe area. Once you have confirmed your order, payment will only be taken from your bank account once your purchased items have been despatched. This applies for pre-ordered purchases too.

What is Mastercard Securecode & verified by Visa?

To protect cardholders, your bank may request that you are screened using 3D Secure (MasterCard SecureCode and Verified by Visa) and by an independent fraud prevention service. We may contact you for additional security purposes should we deem this necessary.

My payment has been declined...

Don't worry! There can be many reasons for this, please call our Customer Services Team on 0845 250 7170 and they will help you through the payment process.