Can We Help You?
For time sensitive requests such as order cancellations or address changes, please call us toll-free at 1 800 661 062 for assistance.
Quick answers to common Customer Service concerns:
A: Visit our Track My Order page to view live updates about your Jo Malone London order.
A: Unfortunately, we cannot make any changes to an online order once payment has been received. Please see the link to our returns form to ensure you meet the conditions of our returns policy and follow the instructions. All returns must be received within 14 days of receipt of the order. Once received by our returns department, we will contact you to confirm that the exchange or refund has been actioned.
Q: Can I change the shipping address on my Jo Malone London online order?
A: Unfortunately, we are unable to make changes to orders once they are placed within our system. if you wish to change the shipping address once the order has been dispatched, you can do this directly with Australia Post via their redirect service or call them on 13 76 78. Alternatively, you can phone us to organise a cancellation on your order and you can place the order again.
Q: What do I do if I have been charged incorrectly?
A: Charged incorrectly or charged more than once? Our accounts team runs checks for this daily, so please allow approximately 1-2 business days for the funds to automatically appear back into your account.
Q: Why is my order missing a complimentary sample?
A: We are sorry to hear that your recent order was missing a complimentary sample. Please note that all samples are only available until stocks last and are substituted wherever possible.
Q: Can you mail out samples on request?
A: 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.
Q: How do I apply an offer code?
A: All promotional offer codes are added at checkout on the View Cart page. Before entering your offer code, please fully read the Terms & Conditions associated with the offer/promotion, to ensure that your order meets the qualifying terms to be applied. Only one offer code may be used per order and offer codes cannot be used in conjunction with any other offers, including but not limited to sale items, new launches, gift sets, limited editions. NOTE: Offers cannot be applied to orders placed outside of the qualifying promotional dates. Any orders placed before the start, and after the expiry of the offer, will not qualify for the offer.
Q: What do I do if I forget to enter an offer code?
A: All promotional offers have specific terms and conditions associated with the offer. With online offer codes, only one code may be redeemed per offer and the code must be entered at the time of ordering. We are unable to amend an order once payment has been received and, as such, cannot add any offer code, or dispatch the offer separately. We do apologise for any inconvenience.
Q: Why is my favourite product discontinued? What can I use now?
A: Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. If your favourite product has been discontinued, connect with us via Live Chat or visit your nearest Jo Malone London boutique where a Stylist will be happy to provide alternative recommendations.
Q: A product I want is out of stock
A. We are working hard to meet demand and taking immediate steps to replenish our stock as quickly as possible. Simply click the ‘Notify Me’ button on the product page and enter your email address to receive an email notification when the product comes back into stock.
A: Jo Malone London’s Scent Pairing gives you the freedom to express yourself and your individuality, to experiment with scent and discover your personal fragrance combinations. Scent Pairing teaches you how to translate scent from day through to evening or to suit your mood or occasion. It's easy, fun, and encourages a fresh, modern look at the way we use fragrance.
A: Yes. Visit any of the Jo Malone London™ stores to enjoy a variety of complimentary services. Receive a relaxing Hand & Arm Massage, spend individual time with a Jo Malone London™ Stylist through a Skin Care or Fragrance Consultation, or learn how to surround your living space in delicious fragrance with Scent Surround™. To guarantee your appointment, you may call your nearest Jo Malone London™ boutique, where the team will be happy to arrange a time at your convenience.
A: Jo Malone London™ offers consultations for your bridal party, wedding or event at all of our Jo Malone London™ boutiques. We recommend you contact your local counter or store to schedule an appointment in advance to ensure you receive the services you desire.
Q: Do you test on animals?
A: Jo Malone London is committed to the elimination of animal testing. We are equally committed to consumer health and safety, and bringing to market products that comply with applicable regulations in every country in which our products are sold.
We do not conduct animal testing on our products or ingredients, nor ask others to test on our behalf, except when required by law. We evaluate our finished products in clinical tests on volunteer panels.
Jo Malone London fully supports the development and global acceptance of non-animal testing alternatives. To this end, the Company works extensively with the industry at large and the global scientific community to research and fund these alternatives.
Q: What is Jo Malone doing about REACH, the new EU chemicals regulation?
A: Click here to learn more about REACH - for Consumer, Web Site, and Media Responses.
How can I find out about special Jo Malone London™ events?
A: Visit any Jo Malone London™ counter or sign up to receive the Jo Malone London™ newsletter to learn about new products, complimentary shipping and sampling offers and special events in your area.
Q: How can I get a job at Jo Malone London?
A: We are always in search of bright, energetic individuals to represent the Jo Malone London brand. Visit the Jo Malone London™ Careers website regarding positions available in corporate offices or corporate field positions.
If you need help, email or call Customer Service at 1 800 661 062.