Returns and Exchanges


Online Returns and Exchanges
The Returns Process
Damaged / Faulty / Incorrect Items


Online Returns & Exchanges

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 business days from delivery.



Refunds and Exchanges will be processed within 2-3 business days upon receipt. Refunds (excluding the initial delivery charge) will be made against the original debit/credit card used.

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 will return such goods to you within 28 days of our notification.

back to top

The Returns Process

STEP 1. - Complete the Necessary Documentation
Please click here to print the Returns Form and complete all required details, including the reasons for your return or exchange. Please note that we cannot accept returned goods that we reasonably believe have been used.

STEP 2. - Returning the Product
Goods must be returned to us in their original condition at our distribution centre within 14 working days of delivery. Please ensure that the returned parcel is properly sealed, and that you have included within the returned parcel your completed Returns Form as well as your Delivery Note. Please be sure to indicate whether you require a refund, exchange or replacement.

STEP 3. - Processing the Return
Refunds and exchanges will be processed within 2-3 days of receipt. Exchanges will be sent via standard shipping. Please allow 7-10 business days for delivery. You will receive a confirmation email notification or phone call from our Customer Service Team.

back to top


Damaged / Faulty / Incorrect Items

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

Please notify us immediately by filling out our Contact Us form. Please be sure to select ‘My Jo Malone Online Order’ and include your Order Number.

This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location.



Returns for purchases made online will not be accepted for return or exchange at a Jo Malone store or counter. Your statutory rights remain unaffected.


back to top


Customer Service

Contact Us

If you need help, email or call Customer Service at 1 800 661 062.