Customer Service

jomalone.com.au orders are dispatched on business days (Monday - Friday, excluding public holidays). To the best of our ability, orders received by 2pm, Monday to Friday, will be dispatched the next day for delivery.

While we endeavour to process all orders as quickly as possible, please note shipping times will be longer during peak promotional periods. This includes, but is not limited to Gift With Purchase, AfterPay Day, Cyber Weekend and Boxing Day. Please expect a delay of 5-8 business days during these times.

STANDARD SERVICE: $10.00 or FREE with orders over $100

EXPRESS DELIVERY: $15.00 or $5 with orders over $100

Estimated delivery times from warehouse dispatch:

Click here to check if your suburb is within the Express Post network.

Please note: Not all products are available for Express Delivery. Products that are not available for Express Delivery include - but are not limited to: Cologne (1.5ml, 9ml, 30ml, 50ml, 100ml), Cologne Intense (1.5ml, 9ml, 50ml, 100ml) and Scent Surround™ Room Spray.

New Zealand Standard Delivery: AU $10.00 or FREE with any AU $70+ order.

Estimated delivery times from warehouse dispatch:

Check the status of your order by going to Track My Order.

All orders require a signature upon delivery unless customers select “Authority To Leave” through their Australia Post My Post account (for Australian customers only).

We will deliver the goods in accordance with the delivery option selected by you during the order process.

• To the best of our ability, orders received by 2pm, Monday to Friday, will be dispatched the next day.
• Orders are processed for delivery on working days only (Monday through Friday, excluding public holidays). Orders may be delivered in one or more parts.
• We do not accept any liability whatsoever for delayed delivery caused by any third party outside of our reasonable control. As soon as you have received the goods, you will assume all risk in the goods.
• Please be aware that the driver will only leave the parcel if there’s a safe place on the property. If you are not there to sign for your order or there is no safe place to leave the parcel, a notification card will be left at the delivery address advising that the parcel can be collected from a nearby Post Office.
• If you select “Authority To Leave”, we regret we cannot be held liable for any lost or stolen parcels and therefore we cannot offer any replacement orders or refunds.
• We will take all reasonable care to deliver to the address given. However we will not be liable for non-delivery or mis-delivery as a result of incorrect data entry.
• Jo Malone London Australia Online ships all orders from Sydney via Australia Post for Australian orders and via Seko for New Zealand orders. Delivery lead times will be based on location. Delivery areas further away from Sydney and rural addresses will result in longer lead times.
• For delivery to some rural and semi rural areas Australia Post has restricted delivery operations and no capability to deliver with signature. A card will also be left with pick up details.

Once an order has been submitted, we cannot change, add to or cancel an online order once payment has been received. If you no longer need your order once it is delivered, you can return it back to us in its original condition within 14 days of receipt by accessing our returns portal here. For further information about returns please see our returns policy here.

Delivery Addresses
To ensure that there are no mistakes with addresses, we use a system that verifies your address using your postcode. We can accept orders to P.O Box addresses in Australia and New Zealand.
We're sorry Jo Malone London Australia Online only delivers online orders to Australia and New Zealand addresses.

Import Duties
Please note for our New Zealand customers, all prices on our site are displayed in Australia Dollars (AUD) and will be charged in Australia Dollars. If your order value is greater than the equivalent value of NZD1,000, your order may be held at NZ Customs whilst we provide the relevant import documentation.

New Zealand Shipping Restrictions
Orders containing the following flammable items are shipped on Fridays only and may take up to 10 business days to be delivered. These include but are not limited to Cologne (1.5ml, 9ml, 30ml, 50ml, 100ml), Cologne Intense (1.5ml, 9ml, 50ml, 100ml) and Scent Surround™ Room Spray.