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RETURNS / EXCHANGE INSTRUCTIONS
If you are not happy with your purchase, we will be happy to accept a return or
exchange. Please follow the steps below.
- Please fill out the Return Merchandise/ Exchange section on the back of the
invoice (enclosed in your original order) and place it inside the return
package.
- If you are making an exchange and the total cost of your exchange is
more than the amount of your return, please include your payment information on
the back of the invoice.
- If you are returning or exchanging a gift, please check the box
marked "Gift Return" on the back of the invoice.
- Make a copy of the completed invoice for your records.
- Affix the return label provided with the product on the outside of the
return package.
- If the label is not available, all returns should be addressed to:
Jo Malone Online
Returns Department
7601 Trade Port Drive
Louisville, KY 40258
- For your protection and to ensure prompt delivery, we recommend that you
send your return via UPS or insured Parcel Post.
We're sorry; return shipping fees are not refundable. In the case of damaged
items, please refer to Damaged Items.
Your return and exchange will be processed promptly and will be shipped via
standard ground shipping. Processing and transit time for exchange packages is
usually 7-10 business days from the time the exchange is received. Business
days are from Monday to Friday, excluding federal holidays within the United
States. An email will be sent to confirm receipt and processing of your return
or exchange request.
Please note: Only products purchased on Jo Malone Online may be returned for
refund or exchange.
Please note: Jo Malone eGift Certificates can not be returned or exchanged.
If you have questions about returns or exchanges, please contact us by phone at
1-866-305-4706 or via email at JoMaloneOnlineService@JoMalone.com.
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When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately at 1-866-305-4706.
Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.
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Customer Service
