Customer Service

Returns & Refunds

Date of Last Update: 18th February 2022

We hope that you are delighted with your order, but if for some reason you are not we have set out below a summary of your rights in the event that you wish to return a product. Full details in relation to such rights can be found in our general Terms and Conditions for Product Sales which you can access by clicking here.

Please note that if you made your purchase through a partnered retail location, such as an airport or department store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. Similarly, if you purchased products on the Jo Malone London website* or in a Jo Malone London store, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location. To find a list of our Free Standing Stores & Retailer stores please click here.

For any online purchases* you can either return or exchange your products to your nearest Free Standing Jo Malone London Store, via CollectPlus Returns or by post through the processes outlined below.

Please note we do not accept returns of any gift cards or customised items or products that show an unreasonable amount of use.

Return to Store

To return your store purchase or online order* to a free standing store you will need to provide proof of purchase and funds must will be credited to the same payment method that was originally used. Products ordered from 18th February 2022 with a valid receipt can be returned or exchanged up to 30 days following their purchase date. Products ordered prior to this date can be returned or exchanged up to 90 days following their purchase date.

*Please note we cannot accept online orders which were processed using Clear Pay or Paypal to our Jo Malone London Free Standing Stores. For these orders they will need to be returned by post.

Complimentary Return with CollectPlus

In order to return your online order to us free of charge, please print and complete our Returns Note which can be found here. Alternatively, should you not have access to a printer, please include the original packing slip note, noting the items you are returning. Please enclose paperwork with your parcel and return it using CollectPlus returns, following the instructions on


Returns by Post