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 London 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. If you choose to cancel the shipment of any item(s) and you placed your order in-store or used a gift card, a refund for the cancelled item(s) will be issued to the original form of payment. For all other orders, you will not be charged for any cancelled or unshipped item(s). If you are interested in placing a new order or if you have questions about a cancelled order, please contact Jo Malone London Online Customer Service at 1-866-305-4706 or via email.
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Orders Placed In-Store

When will I be charged for a Jo Malone London Online purchase made in a Jo Malone London Boutique?

If your online order is placed by a Stylist in a Jo Malone London Boutique, the full purchase price of your item(s) (including taxes) will be immediately charged to your form of payment at the time of purchase and before your item(s) ship. If you have any questions or concerns regarding an online order placed in a Jo Malone London Boutique, please contact us at 1.866.305.4706 for assistance.

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Customer Service

Contact Us

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