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Customer Service
FAQs
Quick answers to common Customer Service concerns:
Where can I buy Jo Malone London products?
We are delighted to announce that we will be reopening our stores on Monday 12th April in England & Wales*. Our Stylists are ready and waiting to welcome you back and answer any questions you might have.
The health, safety and wellbeing of our community is our main priority and we will continue to implement enhanced sanitisation and safety measures throughout the store to provide a relaxing and enjoyable scented experience.
Alternatively, to enjoy a contactless experience we invite you to use the following services:
Virtual consultations
Call & Collect pre-order in all Free Standing Stores
Same Day delivery in select London Boutiques
*Our Jo Malone London Boutiques in Scotland & Ireland remain closed
How do I check on an order I have placed?
Order Tracking
Track your most recent orders by visiting the My Orders page in the My Account section or click here. This is the easiest and fastest way to get the most current information regarding your jomalone.co.uk orders.
When you click on My Orders, 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 dispatched you can track the delivery status of your order online with our courier by clicking on “View all Orders”.
If you have placed your order using our Guest Checkout service, you will be able to track the delivery of your parcel once your order has been dispatched and you have received your dispatch email.
Please note, the courier may not post tracking information online for up to 24 hours after the order is dispatched.
Should you not be able to check your order status through your online account and have not received a confirmation email within 24 hours or dispatch email within three working days after ordering, please check your junk/spam folder and any secondary email addresses you may have used before contacting us. with Consumer Care.
If you have placed your order for next day delivery, confirmation and dispatch emails should be received on the same day.
ORDER STATUS DESCRIPTIONS
Processing
Your order is currently being processed into our warehouse system. Once your order is confirmed and accepted, it will appear as ‘In Warehouse’ status.
In Warehouse
The order is now being managed by our Warehouse team, who will select, pick and package your order in time for dispatch.
Dispatched
Our courier has collected your order from our warehouse and is in the process of delivering it to you. You may track this delivery by clicking on your tracking number under ‘Order Details’.
Where is my confirmation/dispatch email?
Please check your online account for the latest status of your order. If you are unable to do this or have not received a confirmation email within 24 hours or dispatch email within three working days after ordering, please check your junk/spam folder and any secondary email addresses you may have used before contacting us. with Consumer Care.
If you have placed an order for next day delivery, confirmation and dispatch emails should be received on the same day.
If you are an account holder, in addition to receiving a confirmation and dispatch email, you will also have the option to track the progress of your order in your online account under ‘Order Status’ for delivery updates.
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.
What is your return 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.
How do I apply an offer code?
Applying an Offer Code
Troubleshooting
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.
How do I unsubscribe from email?
If you are a Registered Member of Jo Malone London 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 do I get Jo Malone London samples?
Samples, when available, are offered to customer's when placing an order and not on request through our Customer Services teams. 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.
Can you mail out samples on request?
Jo Malone London are unable to mail out samples on request.
Please be advised that sample sizes of our products are not available for sale or general distribution. Samples are only available through online offers and at checkout with purchases where applicable, or at our retail store counter during promotional events.
We would like to suggest visiting one of our counters, where our representatives will be happy to demonstrate our products and aid you in deciding if the products are right for you. Please use this link for our store locator: https://www.jomalone.co.uk/stores. For bloggers looking to promote our products, please contact our main switchboard on 0808 281 0229 who will direct you to the relevant department.
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 London boutique where a Stylist will be happy to provide alternative recommendations.
What should I do if I have a complaint?
Please visit the Contact Us section if you have a complaint.
Alternatively, the European Commission provides a platform for Online Dispute Resolution (ODR) for consumers, which can be accessed at: http://ec.europa.eu/consumers/odr/.