Returns and Exchanges
Returns and exchanges
If you wish to return or exchange an item purchased through Jo Malone Online, please follow the steps below. Please note that Jo Malone Online Gift Certificates and eGift Certificates cannot be returned or exchanged.
1) Please fill out the Return Merchandise section on the back of the invoice (enclosed in your original order) and place it inside the return package.
• If you are returning a gift, please check the box marked “Gift Return” on the back of the invoice.
2) Pack the items carefully to avoid damage in transit.
3) Affix the return label provided on the invoice on the outside of the return package.
• If the return label is not available, please address your return package to:
Jo Malone Online
7603 Trade Port Drive
Louisville, KY 40258
4) For your protection and to ensure prompt delivery, we recommend that you send your return via an insured method which can be tracked in the case of loss (i.e. UPS or insured Parcel Post).
We're sorry, return shipping fees are not refundable. In the case of damaged items, please contact us immediately for assistance. Additional information can be found in the section - Damaged Items.
Your return request will be processed promptly.
• Returns are processed within 7-10 business days of receipt.
• An email will be sent to confirm the receipt and processing of your return request.
Please note: Only products purchased on Jo Malone Online may be returned for refund or exchange.
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 ensure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.
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If for any reason you are not completely satisfied with your Jo Malone Online purchase, simply return the unused portion and we will be happy to remit your account for the full amount of the purchase.
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