Customer Service

Jo Malone London Online Returns Policy & Procedure.

We hope that you are delighted with your order. However, if you are not satisfied with a purchase from Jo Malone, simply return the item(s) together with any gift / sample to us within 14 working days from delivery in their original condition and we will refund the full purchase price to your account.

If you wish to return one or more items purchased Jo Malone Online:

• Complete the section Return / Exchange on the back of the invoice (enclosed with your original order) and place it in the return package.
• If you want to exchange and the total amount of new products is higher than that of returned purchases, enter your bank details on the back of the invoice.
• If you wish to return or exchange an item that was a gift, check the "Return gift" box on the back of the bill.
• Make a copy of the completed invoice for your records.
• Stick the pre-printed label that came with the original invoice on the return package.
• If you have any question on how to do the return/exchange please go to https://www.seur.com/devoluciones/pages/devolucionInicio.do?id=5e94920c-5449-42e1-a7ed-09ca019a3db9

For reasons of security and speed, we recommend you to send the item(s) you wish to return by post with acknowledgment of receipt.

Requests for refund will be handled promptly. Please note, we will not provide a full refund if the goods show signs of unreasonable use or if the gifts-with-purchase and samples have not been included as well.

For requests of exchange, the delivery time of the new product varies from 7 to 10 working days from our receipt of your return.

You will receive confirmation of the receipt and processing of your return via email at atencionalcliente@jomalone.com.

Note: Only products purchased on Jomalone.eu may be refunded or exchanged. For more information on returns or exchanges, contact us by phone at +351 800 914 044.

Please see general terms and conditions for online product sales.

If the goods you receive are damaged or faulty in any way, or are not what you originally ordered we will be happy to offer you a refund.

Please notify us immediately by calling our Customer Service Team +351 800 914 044. M-F 9am to 6pm.

To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier.

This policy is only applicable to purchases made online at jomalone.eu; we are unable to process returns for purchases made at a Jo Malone boutique.

Returns for purchases made online will not be accepted for return or exchange at a Jo Malone London Boutique.

This policy does not affect your statutory rights under law as a consumer, which may also apply.

Please see general terms and conditions for online product sales.