Customer Service

START A RETURN

Your satisfaction is important to us. If you are not satisfied with your online purchase, we are happy to refund your purchase price if the return complies with our return policy.

We accept returns for products purchased from Jo Malone London Online only, and all returns are inspected upon return. Products purchased from Jo Malone London Online must be returned in new or gently used condition and within 60^* days from date of purchase. Additionally, returns of items that qualified for a free promotional item(s) must be returned with the free promotional item(s). Please note: Engraved items, items noted as final sale or not-returnable, gift cards, and electronic gift cards are not eligible for exchange or return. Jo Malone London eGift Cards are issued by ELC Brands Management Inc. and sold by its third-party partner, CashStar, and thus cannot be exchanged or returned to Jo Malone London. All Jo Malone London eGift Card purchases are subject to CashStar’s return policies. Jo Malone London Online monitors return activity and reserves the right to deny returns that, in its sole discretion, do not meet the return policy requirements, in instances of abuse, or for items that were re-sent at no cost in a good faith gesture following a report of non-receipt.

^*Refunds for returns received after 60 days are not guaranteed and will be made at the sole discretion of Jo Malone London Online. If issued in these instances, Jo Malone London Online has the right to provide the refunded amount in the form of an electronic gift card or a refund check.

For items returned within our returns policy, the purchase price will be refunded to the original form of payment with a few exceptions:

• - For online orders paid for in our free standing store with cash, debit card, or a Jo Malone London Online gift card, a check will be issued and mailed to the billing address on the order. Allow up to 30 days for processing.
• - For online orders where payment was split between a Jo Malone London Online gift card and credit card, debit card, or bank issued gift card, the credit is applied to the credit card, debit card, or bank issued gift card first. If a balance remains to be credited, it will be applied to the Jo Malone London Online gift card.

Engraved items are not eligible for exchange or return.

Please contact us at 1-866-305-4706 or via email at JoMaloneOnlineService@jomalone.com. Our Online Customer Service Team will be happy to assist you for eligible returns, with return instructions and the return shipping address. If you received the item as a gift or wish to exchange it for another item, directions will be provided. We're sorry; return shipping fees are not refundable. Only products purchased on Jomalone.com may be returned.
If you prefer to return your order in store, please provide the store associate with your email address or bring your shipping confirmation email with you as proof of purchase.

When your order arrives, please inspect the package 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 retain the box, the packing materials, and the items inside and contact us immediately for assistance via CHAT or via phone at 1-866-305-4706. If you are unable to retain the contents due to the extent of damage, handle with care to take a photo of damaged item(s), and then safely discard of the damaged contents.