Can We Help You?

For time sensitive requests such as order cancellations or address changes, please call us toll-free at 1-866-305-4706 for assistance.

Quick answers to common Customer Service concerns:

Q: What is Fragrance Combining™?

A: Jo Malone's Fragrance CombiningTM gives you the freedom to express yourself and your individuality, to experiment with scent and discover your personal fragrance combinations. Fragrance Combining™ teaches you how to translate scent from day through to evening or to suit your mood or occasion. It's easy, fun, and encourages a fresh, modern look at the way we use fragrance.

Q: Where can I buy Jo Malone products near me?

A: You may access our store locator to check for where Jo Malone is available near you or purchase online at

Q: Where can I learn more about Jo Malone's Gone But Not Forgotten Program?

A: For assistance with locating a Jo Malone product that has been discontinued, please contact our Corporate Headquarters via telephone at 1-800-216-7173 between 9am and 5pm EST, Monday through Friday and ask to speak with a Gone But Not Forgotten Representative.

Please note that a search may only be initiated for products within Jo Malone's basic product line. We regret that we are unable to conduct searches for seasonal, limited edition, or promotional products.

If we are able to locate the product you have requested, you may purchase up to 6 units (depending upon availability). Gone But Not Forgotten items are available for shipment to locations within the U.S. To initiate a search for a discontinued product, please call us at 1-800- 216-7173 between 9am and 5pm EST, Monday through Friday.


Q: Do you test on animals?

A: Jo Malone Inc. is committed to the elimination of animal testing. We are equally committed to consumer health and safety, and bringing to market products that comply with applicable regulations in every country in which our products are sold.

We do not conduct animal testing on our products or ingredients, nor ask others to test on our behalf, except when required by law. We evaluate our finished products in clinical tests on volunteer panels.

Jo Malone Inc. fully supports the development and global acceptance of non-animal testing alternatives. To this end, the Company works extensively with the industry at large and the global scientific community to research and fund these alternatives.

Q: What is Jo Malone doing about REACH, the new EU chemicals regulation?

A: Click here to learn more about REACH – for Consumer, Web Site, and Media Responses.

Q: How can I find out about special Jo Malone events?

A: Visit any Jo Malone counter or sign up to receive the Jo Malone newsletter at Jo Malone Online to learn about new products, complimentary shipping and sampling offers and special events in your area.

Q: How can I get a job at Jo Malone, Inc.?

A: We are always in search of bright, energetic individuals to represent the Jo Malone brand. To inquire about positions available in our corporate offices or corporate field positions, please send a cover letter and resume to:
Jo Malone, Inc.
Human Resources, 41st Floor
767 Fifth Avenue
New York, NY 10153

Your information will be reviewed by our Human Resources Department. Please understand that we can only respond if there is a position available that is suited to your qualifications. We wish you much success in your career pursuits and hope you will continue to visit us at Jo Malone Online.

Q: How can I become a Jo Malone Stylist?

A: Positions with Jo Malone may or may not be available in your area. However, if you are interested in applying, you have several ways to initiate the process. You can do any of the following:

Visit a Jo Malone Counter in the store where you would like to work and inquire about applying for a position. They will direct you where to go.
Stop in at the Employment Office within the store and a complete a job application, indicating your preference for Jo Malone.

Send your resumé to Jo Malone via regular mail to:
Jo Malone, Inc.
Human Resources, 41st Floor
767 Fifth Avenue,
New York, NY 10153

If you need more information about our company, visit

Q: What if I lose my eGift Card? What if someone makes a copy of my printed eGift Card?

A: We are not responsible for lost or stolen gift cards. At our sole discretion, eGift Cards will be replaced if lost or stolen, only with proof of purchase. Notwithstanding the foregoing, only unused balance of lost or stolen cards may be replaced.

Where can I learn more about Gift Subscription?

Where can I learn more about Pre-Orders?