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Customer Service
FAQs
For time sensitive requests such as order cancellations or address changes, please call us on +34 910212680.
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 +34 910212680 or email Please provide your order number when making enquiries.
Is it safe to use my credit card?
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
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 customers when placing an order and not on request through our Customer Services teams.
Does anyone else see the information that I provide to Jo Malone London?
We respect your privacy. 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 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™ store where a Stylist will be happy to provide alternative recommendations.
Where can I buy JoMalone™ products?
To find a Jo Malone™ boutique near you, visit our Store 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 Store Locator
What should I do if I have a complaint?
Please visit the Contact Us section if you have a complaint, or e-mail servicoaocliente@jomalone.com.
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/.
How do I add my phone number to complete my purchase?
When you are adding all the necessary details to complete the purchase such as a name, address and phone number don’t forget to add a 0 before your phone number. For instance, if you phone number is 654321789, our system will accept it like this 0654321789 and then you can proceed to complete your purchase.