Buy Online, Pick-Up In Store

Most items should be available for pickup within 24 hours after your order is placed.

You may see a pre-authorization on your selected method of payment prior to pickup. However, you will not be charged until you obtain your merchandise.

Once every item is ready for pickup, you will receive a READY FOR PICKUP notification via email that will be sent to the email address you entered when you placed your order. Your order will be held for three days. Orders not picked up within this time frame will be cancelled.

You will receive a reminder email 24 hours prior to cancellation. If you would like to request a 24-hour extension to pick up your order, please contact the store to avoid cancellation.

 

How do I place and order for In-Store pickup?
When you find an item you'd like to purchase on JoMalone.com, add the item(s) to your bag, then select "Buy Online Pickup In Store" in your shopping cart. You will then be able to select a boutique near you that has the items available and in-stock. You can select a boutique to pick up your order from by clicking Change Store.

 

How will I know when my order is ready to be picked up?
Shortly after placing your order, you'll receive a confirmation email that details your item(s), pickup information, and payment methods. This does not mean your order is ready to be picked up. You'll receive a separate notification email when your order is ready at your selected store. Please wait for this notification before heading to the store to ensure your product(s) are ready to be picked up.

 

How long will the store hold my order?
Once every item in your order is ready for pickup and you're received a notification email that your order is ready at your selected store, your order will be held for three days. Orders not picked up within this timeframe will be cancelled, and your method of payment will not be charged.

 

I can't pick up my order right away. How do I request an extension?
Please contact the store directly to request an extension.

 

What should I bring with me when I pick up my order?
Please bring your order confirmation email (print out or show on your mobile device) and a valid Photo ID.

If you've selected to have someone else pickup your order (proxy pickup), they will need their photo ID and a copy of the order confirmation, which will be emailed to both the purchaser and the person designated to pick up the item(s).

 

When will I be charged?
Your method of payment will not be charged until your order is picked up. While you may see a pre-authorization on your selected method of payment prior to pick up, this will not post to your account until you have retrieved your order.

 

What happens if the item(s) I have selected are not available in store?
We have processes in place to reduce the scenarios in which inventory is not available in store, but there are circumstances in which one or more of your in-store pickup items may not be fulfilled.

If we are unable to fulfill your item(s), you will receive an email notification informing you of the change to your order. You will not be charged for any item(s) that are not fulfilled.

 

What if I want to return or exchange an item when I'm in the store?
No problem, we will happily adjust your order when you arrive for pickup. If you do not want one or more item(s) for your in-store purchase, we will cancel those item(s) from your order and you will not be charged. If you would like to exchange an item for another, we will cancel the original order, and ring up the other item as a new purchase.

 

Can I select engraving for in-store pickup orders?
No, unfortunately engraving is not available for in-store pickup orders.

 

Is Gift Wrap available for in-store pickup orders?
Yes, you will be able to select Gift Wrap options in checkout.

 

WIll I receive samples with my in-store pickup order?
In Store Pickup orders are eligible for samples in store - you will not be able to select samples in checkout.

 

Am I able to add promotions / offers to my in-store pickup order?
Please review terms and conditions for the selected promotion to establish eligibility for ‘Buy Online Pickup In Store’ orders. If a ‘Buy Online Pickup In Store’ order qualifies for the selected promotion, you will be able to apply the promo code.

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