Frequently Asked Questions
For time sensitive requests such as order cancellations or address changes, please call us on 0800 010096.
Quick answers to common Customer Service concerns:
You can check the status of your order online. Alternatively you may contact our Customer Service Team 0800 010096 or email Please provide your order number when making enquiries.
At jomalone.eu, 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
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.
Samples, when available, are offered to customers when placing an order and not on request through our Customer Services teams.
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 working days of delivery. For more information please consult our Returns & Exchanges policy and our general Terms and Conditions page for Online Product Sales.
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 world. 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?
To find a Jo Malone™ boutique near you, 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 visit our Boutique Locator.
Please visit the Contact Us section if you have a complaint.
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/.