Joules is a British, premium lifestyle brand. The Company designs and sells Joules branded clothing, footwear, accessories and homeware and operates a multi-channel proposition which encompasses retail (stores and e-commerce), wholesale and other smaller channels such as country shows and events and licensing.Joules was founded in 1989 by Tom Joule, who identified a gap in the market for colourful country clothing. The company currently* has 100 stores in the UK and ROI, alongside an established e-commerce platform and a fast growing international presence. Joules is also a top selling wholesale brand in major UK retailers such as John Lewis and Next Label and, in 2015, won “Fashion Retail Business of the Year” in the £30-£100m turnover category at the Drapers Awards.
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Is Joules legit?
Joules (www.joules.com) has a 4.7 out of 5 rating on OK.one, based on 198 user reviews collected here. It is listed under Shopping & Fashion and its reputation is excellent. Praise is nearly unanimous, with 94% rating it 4 stars or higher; The business has replied to 100% of negative reviews; Reviews mostly discuss Customer service, Product. Last updated 2026-08-27.
What reviewers say
AI generated
Reviewers overwhelmingly had a great experience with this company, often mentioning how much they enjoy shopping both online and in stores. Customers frequently praise the helpful staff and efficient customer service team for stepping in and resolving queries with incredible speed and care. Consumers also mention that orders and deliveries are typically handled very smoothly, leaving them completely satisfied with their purchases.
However, some customers also noted occasional delivery delays or missing parcels that required extra effort to sort out. A few reviewers experienced minor problems regarding unexpected product quality issues or sizing inconsistencies that didn't quite meet their expectations.
Auto-generated from all reviews of this business. For reference only.
Ordered some Oakfield Chocolate Leopard Ankle Wellies and after the first use, the sole detached from the wellie completely!
Considering the price you pay for items from Joules, you’d expect better quality
Reply from Joules2026-02-02
Hi Maisie,
We’re really sorry to hear this and appreciate you letting us know. This isn’t the quality we’d expect from our wellies, especially after just one wear. We’ll be reaching out to you directly to discuss your experience in detail.
The Joules Team.
Quite simply do not shop at joules. I bought a top in a joules concession. Wire once, washed as per instructions, and the colour has faded a lot, and extra on every crease.
I rang joules online number and was told they only deal with online purchases and to return it to my nearest shop. Where I bought it from was 250 miles away and my nearest shop is 40 miles.
Do I took it to the shop in Keswick. Immediately I could tell they did not want to deal with it . The assistant handles the item as though it was unclean. Them told me it was something I had done. Then told me I had to return it from where I had purchased it.
I then found out that all joules shops are franchises so clearly this woman did not want to give me money out of her takings when I had given it to another franchise. So let’s take Keswick as an example- a busy, busy tourist town. If you buy from there you have to return an item, if it is faulty to them- so basically do not buy from Keswick joules- are you going to return there from afar? Then to be met by awful customer service.
Reply from Joules2026-02-01
Hi Gill,
Thank you for taking the time to share your experience, we’re really sorry to read this. What you’ve described is not the level of quality or service we expect for our customers.
We’ll be reaching out to you directly to discuss your experience in detail.
The Joules Team.
Lauren was very helpful and quickly resolved my query - thank you!
Reply from Joules2026-02-01
Hi Martin and Abi,
Thanks for your great review! It’s wonderful to hear Lauren provided such helpful and speedy service, we’ll make sure she knows you appreciated it.
The Joules Team.
Always good support. Very patient, kind and supportive. I’m a happy customer. Thanks
Reply from Joules2026-01-28
Hi
Thank you so much for your kind words! We’re thrilled to hear you had a positive experience and appreciate your support. It means a lot to us that you feel happy as our customer.
The Joules Team
Ordered a lovely jacket on a Tuesday night and delivered to store the following day! I had a query about my order so phone the customer service line and spoke to the very lovely Omolola. She promised me that my parcel was going to arrive on time and true to her word it did. Omolola said that she would personally track it for me and when it arrived she rang me to tell me it was in store ready to be collected, even before I had recieved the email. Fab customer service.
Reply from Joules2026-01-28
Hi Heidi
Thank you so much for taking the time to share this lovely review! We’re thrilled to hear that you’re happy with your jacket and that it arrived so quickly. It’s especially great to know that Omolola was able to help, keep you updated, and go the extra mile to personally track your order. We’ll be sure to pass on your kind words to her.
Then Joules Team
A customer service representative Michelle, was really helpful when trying to resolve an email domain error on a guest order. Promising to alert me by the correct email address as unable to change it due to be in a guest order. Efficiently and politely managed. Thanks Michelle
Reply from Joules2026-01-27
Hello,
Thank you so much for sharing your experience. We’re delighted to hear that Michelle was able to assist you efficiently and politely with your guest order issue. We’ll be sure to pass on your kind words to her – it’s always wonderful for our team to receive recognition. We really appreciate your feedback and hope you continue to enjoy shopping with Joules!
The Joules Team.
Had issues with delivery but customer service on live chat is immaculate which is rare! Thanks Michelle & Alesha
Reply from Joules2026-01-27
Hello,
Thank you for your feedback! We’re sorry to hear there were issues with your delivery, but we’re thrilled that Michelle and Alesha were able to provide such excellent support on live chat. We’ll be sure to pass your kind words on to them – they’ll be delighted to hear it. We really appreciate you taking the time to share your experience!
The Joules Team.
Problem with a Harbour cardigan which arrived with no spare button, not what you expect from a premium product. Contacted Joules chat and was assured this would be investigated and an email would be sent, nothing was received so I telephone and spoke to Jody who is part of customer service, she has arranged a partial refund of £5 for the inconvenience and is trying to source a spare button. I shouldn't have had to contact Joules twice but at least Jody took my concern/complaint seriously and tried to find a solution for me.
Reply from Joules2026-01-27
Hello,
Thank you for sharing your experience.
We’re very sorry that your Harbour cardigan arrived without a spare button and that it took multiple contacts to get the issue addressed – this is not the standard we aim to provide.
We’re glad to hear that Jody was able to take your concern seriously, arrange a partial refund, and assist in sourcing a replacement button. Your feedback is really valuable and will help us improve our service.
The Joules Team.
Issue quickly resolved. Great customer er service.
Reply from Joules2026-01-25
Hi Candy,
Thanks so much for taking the time to leave a review! We’re really pleased to hear your issue was resolved quickly and that you had a great experience with our customer service. We’ll be sure to pass your kind feedback on to the team.
The Joules Team.
I hadn’t received a refund after 3 weeks. Live chat with Lola and it was sorted straight away. 😊
Reply from Joules2026-01-24
Hi Donna,
Thanks so much for taking the time to leave a review. We’re really sorry for the delay with your refund, but we’re glad Lola was able to get it sorted for you straight away. We’ll be sure to pass your kind feedback on to her.
The Joules Team.
Had a problem with a faulty coat. Spoke to Carl at Joules who was excellent. Polite, knowledgable and friendly he sorted out the problem which included a call late in the day. First class service.
Reply from Joules2026-01-25
Hi Mr Kersley,
Thank you for sharing your experience with us. We’re sorry to hear about the issue with your coat, but we’re delighted that Carl was able to resolve it for you. We’ll be sure to pass on your kind words - he’ll be pleased to know his polite, knowledgeable and friendly service made such a difference.
The Joules Team.
The most exceptional customer service I’ve ever had
I made contact with Joules a couple of weeks ago as the strap on my Edie weekender bag broke.
Jody picked up my email and we discovered that unfortunately Joules had sold out of my bag and didn’t have another in stock the same size.
Jody took the time and effort to source me a replacement strap from the supplier. I cannot even articulate how blow away I’ve been by her relentless efforts to resolve this for me. Not only was she the most resourceful and dedicated customer service rep I’ve ever dealt with, her communication stills were perfection, keeping me updated throughout.
I am so impressed with Joules, but I suspect that this level of service is exceptional even for them. It far exceeded any of my expectations and I’m very grateful to Jody for her time and care. What an experience!
I hope someone senior in Joules reads this and gives Jody a very well earned bonus, because she certainly deserves it tenfold. Thank you!
Reply from Joules2026-01-23
Hi Claire
Thank you so much for taking the time for a lovely review!!
We’re absolutely delighted to hear about your experience with Jody.
We’re so pleased she was able to source a replacement strap for you and keep you updated throughout. Your kind words about her dedication and communication mean a great deal, and we’ll be sure to pass this feedback to her
The Joules Team
Issue with order resolved quickly by Michelle. Wellies received but were two left feet, Michelle helped sort this out quickly and without any issue. My new wellies will be delivered to store 😀
Reply from Joules2026-01-21
Hi Mel
Thank you so much for your lovely review! We’re thrilled to hear that Michelle was able to resolve issue so quickily about the 2 left feet Wellies. We’ll be sure to pass on your thanks to her.
The Joules Team.
I was brought a Christmas gift, which was purchased in November, but given to me in December. I didn't know there was a short time to return it as it didn't fit me, but being as I dont live near the store it took me a while to be able to get there, a week over the date. The store refused to help ,and the customer services were absolutely disgusting. Now I'm left with an item I can't use ,and no matter who I spoke to emailed called, nobody would do a thing
Reply from Joules2026-01-19
Hi Debbie,
Thank you for taking the time to leave a review. We are very sorry to hear about your experience and understand how frustrating this must have been, especially with a Christmas gift that did not fit.
To help us look into this for further you, we've reached out to you to ask for more information - we’ll be happy to help once we receive your reply.
The Joules Team.
Exceptional service. I ordered a coat quite late last night and it was delivered today. I’m pleased I managed to get it as it was sold out. Really good quality and stylish coat. Thank you. I must say though. Your sizing is way off. I’m a 12. 16 fitted. Probably why you’ve had so many returns. Turns out to be a good thing or I wouldn’t have got my coat.
Reply from Joules2026-01-17
Hello,
Thank you so much for your kind words! We’re thrilled to hear that your coat arrived quickly and that you love the quality and style. We really appreciate you choosing Joules.
The Joules Team
Great help from Jody from The Joules Team. She guided me through the difficult proces of ordering from Denmark
Reply from Joules2026-01-16
Hi Rie,
Thank you for sharing your experience! We’re delighted to hear that Jody from The Joules Team was able to help you with your query. We’ll be sure to pass on your kind words.
The Joules Team.
I called Joules to chase up an overdue delivery of an order. I got through to Jody, who was very pleasant and apologetic for the order being late. She refunded the delivery costs and put through a new order for me, for the same item. I cannot fault her customer service, all carried out in a friendly and courteous manner .
Reply from Joules2026-01-11
Hi Polly,
Thank you so much for taking the time to share your experience. We’re really pleased to hear that Jody was able to help resolve the issue for you and that her friendly and courteous service made a difference. We’ll be sure to pass on your kind feedback to her.
The Joules Team
I had to phone Joules today with a query regarding my delivery. I rang the number, got straight through and within no time I was talking to Jody who was courteous and efficient, solving my problem within a few minutes. It made such a pleasant change from the poor service so often received nowadays. A big ‘Thank You’ to Jody.
Reply from Joules2026-01-09
Hi Maisie,
Thank you so much for your kind words! We're thrilled to hear that Jody was able to assist you quickly and efficiently. We always aim to provide excellent customer service, and it's great to know we hit the mark for you. We’ll be sure to pass along your thanks to Jody!
The Joules Team
Excellent customer service with sorting a lost delivery and replacing it for me to ensure I still receive my order. Particularly Jody and Lola who both dealt with my enquiries today so thank you to both of them for your help.
Reply from Joules2026-01-10
Hi Cathryn,
Thank you for your kind words. We’re delighted to hear that Jody and Lola were able to assist and ensure your order reached you. We’ll be sure to pass on your thanks to them.
The Joules Team
I wanted to cancel an order and couldn't do it online but Jody kindly dealt with it for me through the chat link. She was fast and efficient and I appreciate her help in this.
Reply from Joules2026-01-08
Hi Veronica,
Thank you so much for sharing your experience! We're really glad to hear that Jody was able to assist you in cancelling your order quickly and efficiently. We understand how important it is to resolve these things promptly, and we're so happy she could help. We’ll make sure to pass along your kind words to her.
The Joules Team
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