Jo Malone London™ UK – Online Returns and Cancellation Policies & Procedures
Date of Last Update: 05/01/2017
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.
The Returns Process.
Step One - Completing the Necessary Documentation
Complete the Cancellation Form or Returns Note enclosed in your order with all required information. If you have not received this document, please contact Customer Services on 0808 281 0229 or by emailing us at firstname.lastname@example.org with your order details.
Step Two - Returning the Product
Please note that a full refund will not be provided for returned goods that show signs of unreasonable use. Goods must be returned to us at our distribution centre within 28 working days of delivery to you or you notifying us of cancellation. Please ensure that the returned parcel is properly sealed.
However you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
Step Three - Processing the Refund
If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your returned goods provided that you have returned the goods to us in their original condition at our distribution centre within 28 working days from delivery. You will receive email notification of your refund from our Customer Service Team.
If you have requested an exchange or replacement when ringing the Customer Services Team, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.
Please note: Only products purchased on Jo Malone Online may be returned for refund or exchange. Online purchases cannot be returned at our boutiques.
If you have any questions about returns, please contact us by phone on 0808 281 0229.
Your cancellation rights
As you are a consumer and have made an order on-line you may, in accordance with the Consumer Contracts Regulations 2013, cancel your order and obtain a refund (or exchange) within 28 working days from delivery.
Within the order packaging, you will find a Cancellation Form with details of your order and the cancellation process. Alternatively, you can access the Cancellation Form here or call our Customer Services Team on: 0808 281 0229. See opening times here.
Unless the goods are faulty, you will be required to arrange and pay for the cost of returning them to us. Please ensure you obtain a proof of postage when you do so (in case you need to show you have returned the goods, in the unlikely event that we do not receive the returned parcel). Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.
Alternatively, online orders can be returned at any Jo Malone store with your original order confirmation. Online orders will not be able to be returned in store if you paid by PayPal.
If you require a refund we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within twenty eight (28) days of receiving your returned goods, provided that you have returned the goods to us within 28 working days of delivery to you or your notifying us of cancellation.
Refunds will only be made against the original credit/debit card used.
We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
Your right to return goods does not apply to goods (i) made to your specification or (ii) which have been clearly personalised (eg by being engraved) or (iii) which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or (iv) where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
Your rights if there is a problem with a product
In addition to the rights described above (and in accordance with your rights under the Consumer Rights Act 2015), if the goods you receive are damaged or faulty, or not what you originally ordered we will be happy to exchange the items or offer you a refund.
To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection.