Your Questions...

As the intelligent, inquisitive bunch that you are, you ask us lots of questions. So we have tried to save you the time and effort of filling in the form by answering some of them below. Please have a skim through, and if your question isn’t here, please click here to fill in the form and we will get back to you as quickly as we can.

Your Question: I am confused by some of the names of your colours, for example ‘Ensign Blue’ – Is it dark blue, light blue or turquoise?
Polly’s answer:
• Dark Teal = Very dark turquoise
• Foliage = Green
• Bon bon = Pink
• Ensign Blue = Dk. Blue
• Jet = Navy
• Toad Green = Olive Green
• Brass = Copper
• Miranda Check = Olive Green
• Antler = Olive
• Saddle = Brown
• Rio Red = Red
• Ultramarine = Royal Blue
• Parchment = Neutral
• Garnet = burgundy
• Oatmeal = Neutral
• Mrs Badger = A melange tweed (olive)
• Bark = brown
If you are unsure of a colour that is not on our list then please contact our customer services team on 0845 6066871       

Your question: Why have you increased your delivery charges?
Karen’s response: We have always tried to keep our postage costs as low as possible, however with increasing carrier and fuel costs we have had to up our prices slightly. This does mean we can continue to give you Joules clothing at the best possible value for your hard earned money.                                                         

Your question: I really wanted an item but the website says it’s sold out. Is there any chance you have one floating around?
Kellie’s answer: If an item is showing as sold out on the website, we will not be planning to re-stock it. However, it is always worth going onto the ‘Find Your Nearest Stockist’ page, as there may well be a shop just around the corner from you with exactly what you are looking for. Click here to Find Your Nearest Stockist.

Your question: How can I order previous seasons items that are not in the sale?
Tom’s answer: Our aim is to give you new, fresh and exciting products each and every season. This means that if an item from our past collection is no longer available for purchase. So it may be time to start trawling your local bring-and-buy sales. You just never know…

Your question: What is the returns address?
Chris’ answer (“this is an easy one”): Joules Clothing, P.O. Box 7128, Corby, Northants, NN17 9AQ
(Please don’t forget to get a ‘proof of posting’ certificate from your Post Office. This means that we will be able to replace the item if it gets dropped down a drain, caught in a combine harvester, or eaten by a lama on its way back to us)

Your question: I bought my Joules product at a show / event. Can I return it?
Sam's answer: Of course you can return items from show and events. Just please make sure that they were not purchased at a reduced price as these items are sold as seen. Please include your contact details, your receipt, and note with it the show that you bought it from. Returns can be made up to 21 days after purchase.

Your question: I purchased an item at a shop, can I return it?
David’s answer: You would need to take it back to the shop that you bought it from. To make it easier for you to find us, we have our own shops and website, as well as selling our product through other retailers all over our Queen’s fair country. So when you buy something from one of our lovely retailers, you would have to comply with their returns policy (not ours), and take it back to them. I hope that this makes sense!

Your question: How do your sizes compare to other brands?
Jayne’s answer: Every brand sizes their clothes differently. As rather big clothes lovers ourselves, we find this terribly annoying at times. So, we try our darndest to make our size chart as accurate as possible. If you would like actual garment measurements, please contact our customer service team who will pull out their tape-measures and help you as best as they possibly can.

Your question: Why do you not offer free returns?
Georgina’s answer: We always want to give you clothing at the best possible value for your hard-earned money. As a result, we cannot offer you free returns because the extra postage costs would mean that we would have to put the costs of our products up. By shopping online or by phone, you still get to save on fuel, bus / train fares and feet, so we think it’s still a jolly good idea now and again.

Your question: When I return an item, how long will it take to exchange it?
Debbi’s answer: We all beaver away to try and get exchanges sorted as quickly as possible, but when we are very busy, it can take up to 21 days. We are working hard to improve this turnaround time.

Your question: If I purchase an item for a gift can I (or the lucky recipient) still return it?
Nicky’s answer: Our normal returns policy would still apply (see above). If for some reason you / they would like to return something outside the returns policy, please contact our customer service department on 0845 6066871 and we will chat through the alternatives.

Your question: I have received a Joules item as a present. Can I return it?
Deb’s answer: First of all, please find out where it was purchased. If it was purchased in one of our stockists (ie a shop that sells Joules, but which isn’t a Joules shop – like House of Fraser or Countrywide Stores), then you will need to take it back to that shop. If it was bought at a Joules shop you can either take it back to the shop, or post it to us. All show (excluding sale items), on-line and phone purchases need to be sent back through the post to us, and we will get it sorted for you. If you have any problems or questions about this, please give our customer service team a call - 0845 6066871.

Your question: I am going on away for a month and will be outside the returns policy to send an item back, can I still return it?
Dan’s answer: There is no need to worry we will still exchange the item as long as it is returned to us promptly in its original condition and packaging. Please advise us in a covering letter the reason for the late return. If you require a refund for a late return, a credit note will be issued instead.

And here endeth our list. If we have been utterly stupid and missed off your question, please
click here and fill in the form. We will tutt loudly at ourselves for missing it off the list and get back to you as soon as we can.