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We are committed to offering our Customers the finest cosmetic products available. If you feel the products you received from our Online Store do not meet this expectation, you may return any item in its original condition for a full refund within 14 working days from delivery. Please call Customer Care on 1800 661 062 to obtain your return Authorisation number to be used at any Australia Post outlet.
Within the order packaging, you will find a dispatch note with details of your order. If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by calling 1800 661 062.
If you return items for reasons other than defects in the goods, or incomplete or incorrect delivery, you will be required to arrange and pay for the return of the items to us.
If you require a refund we will refund the price paid by you for the goods (inclusive of the initial delivery charge) 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.
Refunds will only be made against the original credit/debit card used.
Please note that we cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification.
This policy is only applicable to purchases made online. If you purchased your item at a store, please understand that each store has its own return policy. We're sorry, but returns or exchanges for purchases made in a Jo Malone store or partnered retail location may not be returned or exchanged to Jo Malone Online.
Returns for purchases made online will not be accepted for return or exchange at a Jo Malone store or counter.
The Returns Process
STEP 1. - Notifying Us Of Your Intention To Return Or Cancel Your Order
Notification of your intention to return any goods within the period of 7 working days after the day of delivery can be done by either calling Customer Services on 1800 661 062 or via Email with your order details. Please note that we cannot accept returned goods that we reasonably believe have been used.
STEP 2. - Completing The Necessary Documentation
On notification of your intention to return, Customer Service will record your customer order number and the description of the goods which are being returned. This information can be found on your despatch note. Customer Service will then issue you with an authorisation number for use at any Australia Post outlet. Please retain a note of your authorisation number for future reference with Customer Service with regards to this matter.
STEP 3. - Returning The Product
Please ensure that the returned parcel is properly sealed, and that you have included within the returned parcel the original despatch note indicating whether you require a refund, exchange or replacement. Take your parcel to any Australia Post outlet for return to Jo Malone.
You should retain the recorded delivery receipt from Australia Post in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
STEP 4. - Processing The Refund
If you are entilted 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 our payment-processing partner St George.
Within the order packaging, you will find a dispatch note with details of your order. If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by calling 1800 661 062.
If you return items for reasons other than defects in the goods, or incomplete or incorrect delivery, you will be required to arrange and pay for the return of the items to us.
If you require a refund we will refund the price paid by you for the goods (inclusive of the initial delivery charge) 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.
Refunds will only be made against the original credit/debit card used.
Please note that we cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification.
This policy is only applicable to purchases made online. If you purchased your item at a store, please understand that each store has its own return policy. We're sorry, but returns or exchanges for purchases made in a Jo Malone store or partnered retail location may not be returned or exchanged to Jo Malone Online.
Returns for purchases made online will not be accepted for return or exchange at a Jo Malone store or counter.
The Returns Process
STEP 1. - Notifying Us Of Your Intention To Return Or Cancel Your Order
Notification of your intention to return any goods within the period of 7 working days after the day of delivery can be done by either calling Customer Services on 1800 661 062 or via Email with your order details. Please note that we cannot accept returned goods that we reasonably believe have been used.
STEP 2. - Completing The Necessary Documentation
On notification of your intention to return, Customer Service will record your customer order number and the description of the goods which are being returned. This information can be found on your despatch note. Customer Service will then issue you with an authorisation number for use at any Australia Post outlet. Please retain a note of your authorisation number for future reference with Customer Service with regards to this matter.
STEP 3. - Returning The Product
Please ensure that the returned parcel is properly sealed, and that you have included within the returned parcel the original despatch note indicating whether you require a refund, exchange or replacement. Take your parcel to any Australia Post outlet for return to Jo Malone.
You should retain the recorded delivery receipt from Australia Post in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
STEP 4. - Processing The Refund
If you are entilted 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 our payment-processing partner St George.
