CUSTOMER UPDATE




A MESSAGE FROM JO MALONE LONDON

At this extraordinary time, the health and well-being of our employees, consumers, partners and the broader community remains our top priority.

Please note that according to information and guidance available from the W.H.O and medical experts, the risk of catching the virus that causes COVID-19 by touching cardboard or other shipping containers is low. Our products are produced and packaged under stringent quality control and safety procedures, with standard comprehensive hygiene and cleaning protocols in place across our manufacturing and distribution channels. Our www.jomalone.co.uk remains open and we remain committed to health, safety, and support for our communities, online and off, as we navigate through this unprecedented time together.

Please refer to the below FAQs for the latest brand information and updates.


FAQs

Q: Are your stores still open?
There is nothing more important than the health and well-being of our employees, consumers, partners and broader community. Beginning Wednesday, 18th March, we temporarily closed our freestanding stores in the UK and Ireland. In the meantime our online www.jomalone.co.uk remains open. Otherwise, join us on Facebook @JoMaloneLondon for the latest updates.


Q: Can I still place an order?
Yes, you can still place orders through www.jomalone.co.uk


Q: Will orders be delayed?
We are currently experiencing order processing and delivery delays. We appreciate your understanding and are committed to delivering your order as soon as possible.


Q: I placed and order a few days ago and I haven’t received a notification of dispatch.
Please be aware that we are currently experiencing order processing and delivery delays. We are committed to keeping you informed with the status of your order. Once shipped, you will receive a shipping confirmation email with tracking details. We appreciate your understanding and if you have further questions or concerns please do not hesitate to use our live chat service. Additional contact information can also be found here.


Q: How do I return my order?
Please note that products ordered from 1st March 2020 with a valid receipt can be returned or exchanged up to 90 days following their purchase date. For details on how to return your items please click here. For in-store purchases, we will welcome returns up to 28 days from the day our stores reopen.


Q. Will my order be gift-wrapped?
Yes, the gift wrap option remains available for all orders placed on the Jo Malone London website www.jomalone.co.uk


Q: What are Jo Malone London doing to contribute?
The Estée Lauder Companies, together with our Jo Malone London brand, is making many thousands of units of hand sanitiser a week at our UK-based manufacturing facility, destined for frontline healthcare professionals and key workers helping those affected by COVID-19. The Estée Lauder Companies UK & Ireland is also donating thousands of hand cream, body cream and body wash products to express our gratitude to those working under challenging conditions. To find out more about how The Estée Lauder Companies is contributing to Global COVID-19 Relief Support, please visit here.