Returns and Exchanges

Free Returns & Exchanges
Damaged Items
Satisfaction Guarantee

Free Returns & Exchanges

If for any reason you are not happy with your purchase on, either placed in a Jo Malone London Boutique by a Stylist or on, you may return the unused portion to us for a refund or exchange in-store or by mail. Click here for step-by-step details.

*Please note: Engraved items are not eligible for exchange or return.

There are two ways to return or exchange product(s) purchased from

In-Store Returns

You can return items to any free-standing Jo Malone London Boutiques in the United States (excluding department stores and airport locations).

Use our Boutique Locator to find a Boutique near you.

Please bring your packing slip in addition to the item(s) you are returning.

Free Shipping Online Returns

1. If you are eligible to receive free shipping on your return package, please call us at 1-866-305-4706. Our Online Experts will be happy to help you find a product to better suit your needs—or refund your purchase price—and we'll cover the return postage.

  • A free return label will be provided to you via email. Simply print the label and affix it to the return package.
  • To prepare your return package, please fill out the Return Merchandise/Exchange section on the back of the invoice (enclosed in your original order) and place it inside the return package.
  • If you are making an exchange and the total cost of your exchange is more than the amount of your return, please include your payment information on the back of the invoice.
  • If you are returning or exchanging a gift, please check the box marked "Gift Return" on the back of the invoice.
  • Follow the shipping instructions provided in the email containing the prepaid label to send your return package.
  • For your protection and to ensure prompt delivery, we recommend that you send your return via UPS or insured Parcel Post. We're sorry, return shipping fees are not refundable if your order was purchased prior to November 18, 2013. Your return and exchange will be processed promptly and will be shipped via standard ground shipping. Processing and transit time for exchange packages is usually 7-10 business days from the time the exchange is received. Business days are from Monday to Friday, excluding federal holidays within the United States. An email will be sent to confirm receipt and processing of your return or exchange request.
  • If the items received are damaged, please refer to "Damaged Items".
  • Please note: Only products purchased on may be returned for refund or exchange.
  • If you have questions about returns, please contact us by phone at 1-866-305-4706 or via email at
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    Damaged items

    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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    Satisfaction guarantee

    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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Customer Service

Contact Us

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