Customer Service

Delivery charges are per order:

An order can be delivered to one address only. If you require to send orders to multiple addresses you will need to place a separate order for each address.

UK delivery options (orders placed Monday to Friday excluding Bank Holidays):

1. Next Day Delivery (Monday to Thursday) - £8 or free on orders over £170
Dispatched same day and delivery the following working day for orders placed by 6pm.
Orders must be placed before 6pm from Monday to Thursday to be delivered the next day. Orders for next day delivery placed after 6pm will be dispatched the following working day.
Please be advised that the delivery days do not include Weekends or Bank Holidays, and personalised products are not eligible for next day delivery.

2. Standard Delivery - £5.00 or free on orders over £70
Delivery within 3-5 working days. Courier delivers Mon-Fri. PLEASE NOTE - this excludes weekends and Bank Holidays.

3. Named Day Delivery - £8.00 or free on orders over £170
Day selected by the consumer.

4. Saturday Delivery - £10.50
Delivery on the next available Saturday for orders placed by 4pm on Friday.

5. Click & Collect via UPS - £3.95 or free on orders over £70
Ready for collection within 3-5 working days, for orders over £60. How it works: Choose from over 2700 local shops nationwide and collect your order at your convenience. (Please check your local stores opening hours before placing your order) Participating shops are part of the UPS Access Points™ network. You will receive an email to tell you when your order is ready to collect.

Looking to track your order? Visit our Track My Order page.

Please note, orders with engraving will take 3-5 working days to arrive with standard delivery.

We will deliver the goods in accordance with the delivery option selected by you during the order process.

Click and Collect – Collect from a local shop in partnership with UPS:
Your order will be dispatched and delivered to your chosen collection point as soon as possible. Participating shops are part of the UPS Access Points™ network.

You will receive an email to tell you when your order is ready to collect.

When collecting you order:

• Please bring a driver’s license, passport, foreign national ID, military ID OR any other form of photo ID along with one of the following, which must contain the customer’s full name, utility / phone bill, council tax bill, wage slip, bank statement.
• If someone else collects your order on your behalf, they will be asked for your photo ID as well as their own.
• You will be asked to sign for the package, to confirm receipt.

You will receive an email collection reminder on day 3 and 7 after delivery if you have not yet collected your order.

Your order will sent back to us if not collected within 10 days.

UK mainland orders received by 4pm, Monday to Friday, will be dispatched the same day for the next day delivery option and the following day for standard delivery.

Please allow two additional days for deliveries to Scottish Highlands, Aberdeen, Northern Ireland and other rural areas. Please note that some deliveries to Northern Ireland could be delayed by Irish Customs & Next Day Delivery is not available in all Northern Ireland regions. We apologise in advance for any inconvenience this may cause our customers. Unfortunately for select postcodes in specific rural areas we may offer limited delivery options. You will be notified of this at checkout.

Order & Delivery Processes

Orders are processed and shipped on business days only (Monday through Friday, excluding bank holidays).

Any delivery timescales quoted to you are indicative only. Orders may be delivered in one or more delivery.

Some orders require a signature upon delivery. If you are not there to receive your order, our delivery company may leave a telephone number or delivery card for you to make alternative arrangements. To ensure secure and undamaged delivery of your order, our delivery company will not be able to leave your order 'hidden' at the address.
 

Liability

Jo Malone London Online does not accept any liability whatsoever for delayed delivery caused by any third party. As soon as you have received the goods, you will assume all risk in the goods. Upon delivery of the goods to you, we will also provide you with sufficient details to enable you to:

• exercise your right of cancellation; and
• address any intended cancellation or complaints to the correct place of business.

To ensure that there are no mistakes with addresses and to check that our delivery company has all the correct details, we use a system that verifies your address using your postcode.

We are unable to process orders to a P.O Box address.

We are unable to offer delivery to British Forces Postal Office addresses.

We're sorry Jo Malone London Online only delivers online orders to UK addresses (excluding the Channel Islands).

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