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

FIND OUT MORE

The best way to keep up to date with the status of your order is to visit the Track My Order page. You can also click the link in your dispatch email, which you will receive as soon as your order has been dispatched from our warehouse.

If you 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.

If you have placed your order for next day delivery, confirmation and dispatch emails should be received on the same day.

If you have an account, you can track your most recent orders by visiting the Track My Order page or the My Orders page in the My Account section.

Please note: the courier may not post tracking information online for up to 24 hours after the order is dispatched.

ORDER STATUS DESCRIPTIONS

Processing

Your order is currently being processed into our warehouse system.

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 and is in the process of delivering it to you.

If you 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.

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 your order in your online account under ‘Order Status’ for delivery updates.

If you checked out as a guest, or are an account holder, you can keep up to date with the status of your order by visiting the Track My Order page.

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.

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.

Please note that products purchased between 1^st November 2023 and 15^th December 2023 with a valid receipt can be returned up to 14^th January 2024. You will have the usual 30 days to return orders placed from 16^th December.

Products excluded from this are:

• Gift cards
• Booking Fees
• Personalised goods
• Services

This does not affect your statutory rights.

If for any reason you are not completely happy with your Jo Malone London purchase, simply return the unused products and we will refund your account for the amount of the purchase.

To return your online order to us free of charge, please:

1. 1. Print and complete our returns note which can be found here:
   Returns Note
2. 2. Re-package your items safely, including the completed returns note
3. 3. Follow the instructions on www.yodel.co.uk/returns/jomalone to receive your returns label

Alternatively, you can carry out your own return using a courier of your choice, but please note that any postage costs obtained via independent return will not be reimbursed. RETURN ADDRESS: Estée Lauder Companies, Constellation House, 3 Kiteʼs Croft Business Park, Warsash Road, Fareham, Hants. PO14 4FL.

Products ordered online or in-store with a valid receipt can be returned up to 30 days following their purchase date.

For more information about returns and refunds, please click here.

If you’re still unsure about how to return your item, please click here to contact us. Please include your order number with all enquiries.

Applying an Offer Code

Troubleshooting

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.

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.

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.

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.

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.

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/.

Gift bags will no longer be automatically delivered to our customers when placing an order online. Should you wish to have a gift bag with your order, please visit your nearby Jo Malone London boutique where one of our Stylists will happily provide a bag for you. Please ensure that you present your online order confirmation to the Stylist to avoid disappointment. To find your nearest Jo Malone London Boutique please visit our Store Locator page: https://www.jomalone.co.uk/stores

Gift bags will no longer be automatically delivered to our customers when placing an order online. Should you wish to have a gift bag with your order, please visit your nearest Jo Malone London boutique where one of our Stylists will happily provide a bag for you. Please ensure that you present your online order confirmation to the Stylist to avoid disappointment. To find your nearest Jo Malone London Boutique please visit our Store Locator page: https://www.jomalone.co.uk/stores

Please be advised, in some of our store locations across Scotland, Wales, Northern Ireland & Jersey it is a legal requirement to charge for paper bags. We offer a cashless service and the minimum spend requirement on our card machines is £0.20. Please contact your local store for more information.