Returns and Exchanges

PLEASE NOTE: Given temporary store closures, online orders are not able to be returned to Jo Malone London Boutiques at this time.

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 shipping confirmation email with you as proof of purchase.

Free Shipping Online Returns

Please contact us at 1-866-305-4706 or via email at 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 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.

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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.