FAQs
Frequently Asked Questions
Can't find the answer you are looking for? Email us directly.
How do I check on an order I have placed?
You can check the status of your order online. Alternatively you may contact our Customer Service Team +44 (0) 800 054 2939 or email us at info@jomalone.com. Please provide your order number when making enquiries.
Do you accept international orders?
We're sorry jomalone.co.uk only delivers online orders to UK addresses (excluding the Channel Islands). We are unable to process orders to a P.O Box address.
Is it safe to use my credit card?
At jomalone.co.uk, we understand how important security is to you. When you order online with us, we use Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely.
In order for encryption to take place, your browser must have the SSL protocol. The following browsers have this software:
• Internet Explorer 6.0 and higher
• Mozilla Firefox 2.0.4 and higher
• Safari 2.0.4 and higher
jomalone.co.uk has been certified with Internet Shopping Is Safe (ISIS) & Internet Delivery Is Safe (IDIS) accreditations. Consumers can shop online with confidence wherever they see the ISIS & IDIS logos.
How do I unsubscribe from email?
If you are a Registered Member of Jo Malone™ Online, go to My Account, and click on 'View' or 'View Account Profile' under 'Account Profile'.
If you have an account with Jo Malone™ Online, you may click on the link provided on the monthly newsletter to be removed from the mailing list.
How can I get Jo Malone™ samples?
Complimentary samples are provided with online orders (depending on availability). If you are unsure which fragrance to choose, please call +44 (0) 870 034 2411. You will receive a complimentary Fragrance Combining™ consultation and our specialist team will help you select a fragrance.
Does anyone else see the information that I provide to Jo Malone London?
We respect your privacy. The information you provide will not be given to any third party without your express consent. Read our Privacy Policy for additional information.
What is your return/exchange policy?
We hope you are delighted with your order. However if for any reason you're not entirely satisfied with your goods, you may return any item in its original condition for a full refund within 14 days of delivery. For more information please consult our Returns Procedure.
Why is my favourite product discontinued? What can I use now?
Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. If your favourite product has been discontinued please visit your nearest Jo Malone™ boutique where a Stylist will be happy to provide alternative recommendations.
Where can I buy Jo Malone™ products?
Jo Malone™ products are available at select locations across the UK and around the world. To find a Jo Malone™ boutique near you in the UK, visit our Boutique Locator.
What is Jo Malone London doing about REACH, the new EU chemicals regulation?
Click here to learn more about REACH — for Consumer, Web Site, and Media Responses.