Reviews show a consistent pattern: customer service is the strongest area, with multiple mentions of staff (phone and chat) resolving orders, refunds and faults. Product quality is generally described positively, though occasional faults are reported and typically addressed by the team (for example a replacement button posted free). Communication and delivery have a mixed record: several customers praised timely updates, while others reported unclear checkout messaging or delayed deliveries. If you prioritise responsive customer support, these reviews indicate Joules often provides it; if delivery transparency is crucial, be aware a minority of shoppers reported issues.
Examples from available reviews (Jun 2022 – Feb 2026).
Michelle found a missing button and posted it free, excellent service.
“a button had been found & was about to be posted to me free of charge.”
Order redirected to Next for collection without clear notice at checkout.
“No warning, no clear explanation during checkout.”
Chat advisor Lola applied my emailed discount and resolved it.
“Brilliant service thanks to Lola”
Customer enjoyed a smooth shopping experience with good quality and service.
“it was a wonderful experience.”
Most reviews describe fast, helpful support across phone, chat and email; staff frequently resolve orders, refunds and account problems efficiently.
A small number of reviewers mention discounts, refunds and free-delivery thresholds; when issues arise staff commonly apply refunds or honour discounts.
Many customers find the website and ordering straightforward; a subset report delivery or returns hiccups that are usually fixed by customer support.
Several reviewers praise fabric quality and durability, while a few report isolated faults; reported defects were often addressed by customer service.
Some customers report clear, proactive emails and calls; others mention unclear checkout messages or delayed delivery notices causing confusion.
Most reviewers give a positive overall impression, highlighting helpful staff and satisfactory resolutions despite occasional delivery or communication issues.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Store lacked size 6 items and would not bring sizes in to try.
“Firstly the store does not carry Size 6 items.”
Beautifully made hat led me to buy another.
“Beautifully made so have bought another”
Tracking showed suspicious links and delivery tracking stalled for days.
“Tracking link showed up as a suspicious link but I looked it up anyway.”
Customer service blamed a third party and refused a refund.
“they refuse to give your money back”
Shipment still undelivered after multiple tracking numbers; customer service unhelpful.
“Customer service useless and inefficient.”
Returns to the US are no longer free and return labels are missing.
“returns are no longer free to the United States”
Item not received yet customer service insists it was sent.
“I didn't receive my item and customer service don't see any problem”
Non-existent customer service led to $200 lost merchandise.
“Horrendous customer service. As in non-existing.”
Deliveries are excellent and garments are well made with good fit.
“Their garments arrive beautifully packaged.”
Third-party sales caused slow, frustrating refund and poor customer service.
“it will take another 2 weeks to be reimbursed - a month to get my money back”
Bought discounted Joules wellies that fit well and look stylish.
“Very warm and stylish wellies.”
Order delayed and Joules allegedly misrepresented shipping and ignored queries.
“Queries are ignored via email”
Waited five weeks with only automated email responses and no delivery.
“Terrible customer service.”
Returned items posted a month ago with no refund or contact.
“There has been no contact from Joules”
Promised refund for out-of-stock items not received and no response.
“no refund and no response from Joules.”
Order tracked as dispatched but cannot be located and remains overdue.
“tracking states dispatched. Cannot trace where my order is.”
Parcels allegedly stuck and Joules blames Royal Mail strike delays.
“We are consistently told the parcels are with Royal Mail”
Order has not arrived and customer service blames Royal Mail.
“customer services are rubbish”
Returned items but received a gift card instead of a credit card refund.
“no refund will be given, just a gift card”
Multiple items not fulfilled and promised refunds not provided, with no response.
“Have failed to fulfil orders”
I recently had the pleasure of shopping at Joules and I must say, it was a wonderful experience. From their stylish collection to their exceptional customer service, everything about my purchase went smoothly without any hiccups.
Firstly, the website itself is easy to navigate with clear categories for men's, women's and children's clothing along with footwear options too. They have an extensive range of products that cater to different preferences and sizes which made my shopping experience all the more enjoyable.
Additionally, I was impressed by the quality of their products - they were well-made using premium materials that promise durability. The clothes were soft yet sturdy while the shoes looked stylish yet comfortable enough for everyday wear.
Moreover, Joules offers free standard delivery on orders over £59 which made shopping online even more convenient. And if you sign up as a Friend of Joules or shop from Garden Trading then you'll get this benefit too!
Overall, I would highly recommend shopping at Joules not only because of their fabulous collections but also thanks to their top-notch customer service and free shipping policies!
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Joules is a UK clothing and lifestyle retailer offering apparel, footwear and homeware for men, women and children. It sells through its website and retail partners. Consumers researching Joules commonly seek independent information on product quality, delivery and customer service before buying.