My Order

Where is my order?
Order processing
Order inquiries
Live Chat
Order cancellations
Re-order from previous purchases


Order processing

• Orders are processed and shipped on business days only (Monday through Friday, excluding major holidays). Orders placed on non-business days will be processed the next business day
• Most orders are processed within 1 - 2 business days
• Orders with Overnight or Second Day Service will be processed the same day if received by 3:00 PM EST
• Same Day Delivery orders will be delivered by 6:00 PM ET when placed by 11:00 AM ET weekdays.
• We are currently unable to accept orders that are shipped to destinations outside the U.S.
• All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped
• eGift Certificates are delivered via email and reach their sender within 24 hours after payment authorization

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Order inquiries

Check the status of your most recent orders by visiting the Order Status (links to order status page) page. This is the easiest and fastest way to get the most current information regarding your Jo Malone Online orders.

When you click on Order Status (links to order status page) you will be prompted to log in with your email address and password. An order summary page will provide you with detailed information about your current and past orders. After your order is shipped, your tracking number, if available, will be displayed. To track your order via the carrier’s Web site, you may click on the tracking number to view the delivery status of your order.

Please note: Some carriers may not have tracking information available for up to 24 business hours after the order is shipped.

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Live Chat

Have a question about your order? Representatives are available Monday - 8AM to 10PM; Saturday & Sunday 10AM to 8PM. Start Live Chat now (links to live chat)

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Order cancellations

If you would like to cancel an online order after it has been placed, please contact us as soon as possible by phone at 1-866-305-4706. We will do our best to accommodate your request.

Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons include:
• Item(s) not available.
• Difficulty in processing payment information.
• Cannot ship to the address provided.
• A duplicate order was placed.
• Cancelled due to customer request.
If your order is cancelled, you will receive an email notice to explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please contact Jo Malone Online Customer Service at 1-866-305-4706 or via email.

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Customer Service

Contact Us

If you need help, email or call Customer Service at 1.866.305.4706.