We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund or exchange within 14 days from delivery and notify us within 7 business days from delivery that you intend to return or exchange the item.
The product(s) to be returned must be unopened and in their original packaging. Any products which have been opened and/or used are not eligible for returns.
Refunds and exchanges will be processed within 10 business days upon receipt. Refunds will only be made against the original credit/debit card used.
Please note that if you made your purchase through a partnered retail location, such as an airport or department store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. Similarly, if you purchased products on the Jo Malone London website or in a Jo Malone London store, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location.
Returns Process
Step One – Notifying Us Of Your Intention To Return Or Cancel Your Order
Notifying us that you wish to return any goods within 7 working days after delivery can be done by calling Customer Service on +44 7598 514014 with your order details. Customer service will make an appointment with you to pick up the product(s).
Step Two – Completing The Necessary Documentation
Please fill up the “Consumer Reaction Form” (if you want to return due to allergy reaction) or “Consumer Product Quality Return Form” (for other return reason) and place it inside the return package.
Step Three – Returning The Product(s)
Shipping company will collect the product(s) from you at the arranged time. Please ensure the form (Consumer Reaction Form or Consumer Product Quality Return Form) is inside the return package upon collection.
Step Four – Processing The Refund
If you are entitled to a refund, we will process the calculated refund within thirty (30) days of receiving your notification that you would like to return the products provided that you have returned the goods to us in their original condition. You will receive email notification of your refund from us.
Damaged Item(s)
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately!
Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please ensure to retain the shipping box, packing materials and the damaged items for inspection.
