Frequently Asked Questions

For time sensitive requests such as order cancellations or address changes, please call us on 0808 281 0229.

Quick answers to common Customer Service concerns:

How do I check on an order I have placed?

You can check the status of your order online. Alternatively you may contact our Customer Service Team on 0808 281 0229 or email us at infojm@jomalone.co.uk. Please provide your order number when making enquiries.


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.


How do I unsubscribe from email?

If you are a Registered Member of Jo Malone™ 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™ 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.


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.


What is your return/exchange 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.


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™ boutique where a Stylist will be happy to provide alternative recommendations.


Where can I buy Jo Malone™ products?

Jo Malone™ products are available at select locations across the UK and around the world. To find a Jo Malone™ boutique near you in the UK, visit our Boutique Locator.


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: http://www.jomalone.co.uk/jo-malone-boutique-finder.

For bloggers looking to promote our products, please contact our main switchboard on 0808 281 0229 who will direct you to the relevant department.


What should I do if I have a complaint?

Please visit the Contact Us section if you have a complaint, or e-mail infojm@jomalone.co.uk.

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/.