Returns and Exchanges


Returns & Exchanges
Damaged Items


Returns & Exchanges
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) 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.

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 and exchange will be handled promptly and an exchange item (s) will be shipped standard delivery.

The processing time of returns and delivery of an exchange varies from 7 to 10 working days on average from our receipt of your return. Working days: Monday to Friday, excluding public holidays.

You will receive confirmation of the receipt and processing of your return or exchange via email.

Note: Only products purchased on Jomalone.eu may be refunded or exchanged.
For more information on returns or exchanges, contact us by phone at 00800 91009299. For Italy customers call 800693078.

Please see general terms and conditions for online product sales.



Damaged/Faulty/Incorrect Items

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

Please notify us immediately by calling our Customer Service Team 00800 91009299. For Italy customers call 800693078. M-F 8am to 8pm, Sat – 9am to 12pm.

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.


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