Customer Service

1.1. These gift card terms and conditions (“Gift Card Terms”) apply to the purchase and use of physical gift cards (“Gift Cards”) purchased by customers (“Customer”, “You” or “Your”) in stores operated by Jo Malone London (excluding department stores, specialized distribution stores and airport shops) in Germany (the “Stores”).

1.2. Jo Malone London (“we”, “us”, or “our”) provides the content, products and services available in the Stores. When You visit the Stores to purchase and/or use Gift Cards, these Gift Card Terms apply to You.

1.3. To be eligible to purchase Gift Cards in the Stores You must: (a) be at least 18 years old or, if below this age, be duly authorized by Your legal representative; and (b) be a consumer, meant as a natural person acting for purposes extraneous to their trade, business, craft and profession.

2.1. Gift Cards can be purchased in the Stores. To find the Store nearest You, please visit https://www.jomalone.eu/de/de/stores

2.2. The amount of each Gift Cards can be between 5 EUR and 500 EUR.

2.3. Gift Cards purchased in Stores cannot be returned, exchanged, or refunded, but the available balance on the card may be used on subsequent purchases in Stores during their validity period.

3.1. Gift Cards can only be used as a means of payment in the Stores.

3.2. Gift Cards are only valid for the purchase of goods or services in the Stores. Gift Cards cannot be used in any other stores and cannot be used outside of Germany.

3.3. Gift Cards are valid for a period of three (3) years from the date of purchase.

4.1. When You purchase our products in Stores You can pay using solely Your Gift Cards (if the available balance is equal or higher than the price of the products) or using Your Gift Cards and another accepted means of payment such as valid debit or credit card (if the available balance is lower than the price of the products).

4.2. To use a Gift Card in Stores You will need to present Your Gift Card to any of our cashiers at the time of purchase.

4.3. Any issue with using the Gift Cards (e.g. Gift Card number or secret code not working) should be reported as soon as possible to Our Customer Service at +49 89 20194161.

4.4. You can check Your Gift Card balance amount and remaining validity period by contacting Our Customer Service at +49 89 2019416. When you are in Stores, you can only check Your Gift Cards balance amount.

4.5. Gift Cards cannot be exchanged for cash and no interest is paid on the Gift Card balance amount.

5.1. We will not be held responsible for the loss, theft or damage of the Gift Card, whether or not it has already been partially used or not. Gift cards that have been cancelled, or are damaged or altered, impairing the function of the card, in particular readability, will not be accepted in Stores. We will not be held responsible for any fraudulent use of Your Gift Cards of which You are unaware. By purchasing and/or using the Gift Card, You accept that it is your sole liability to ensure the security of Your Gift Card from unauthorized use.

5.2. Gift Cards will NOT be replaced by us or refunded if lost, stolen or damaged. However, we reserve the right to replace the Gift Cards in the event of a change in its format or when it is otherwise mandatory under the applicable laws.

6.1. The risk will pass to the Customer after purchase of and receiving the Gift Cards.

6.2. These Gift Card Terms shall be executed in the official languages in Germany.

6.3. These Gift Card Terms are interpreted, governed and applied in accordance with the laws of Germany. Disputes arising from Your use of the Gift Cards are subject to the non-exclusive jurisdiction of the competent courts in Germany of the place of residence or domicile of the Customer.

6.4. In case of complaint about Your Gift Cards, You may contact Our Customer Service at +49 89 20194161. Likewise, You may refer any disputes arising from the purchase and use of Gift Cards, free of charge, to the following Alternative Dispute Resolution entity: General Consumer Arbitration Board of the Center for Arbitration e.V.

6.5. Force Majeure: We cannot be held responsible for a failure to fulfil our obligations under these Gift Card Terms when this failure is attributed to a reason entirely outside of our control. Examples of this may include, but are not limited to, natural disasters, trade disputes, government intervention, fire, flooding, epidemic, pandemic, quarantine restrictions, disruption of computers or IT infrastructure.

6.6. Violation of these Gift Card Terms will enable us to obtain the appropriate legal recourse to obtain injunctive relief, damages or otherwise as described in the Terms and Conditions.

6.7. We reserve the right to modify the Gift Card Terms from time to time. Gift Cards Terms valid at the time of purchase of the Gift Card will remain applicable to the respective Gift Cards even if the Gift Card Terms are later modified, unless You agree to the modified Gift Card Terms.