The best way to keep up to date with the status of your order is to visit the track my order page. You can also click the link in your dispatch email, which you will receive as soon as your order has been dispatched from our warehouse.

If you have not received a confirmation email within 24 hours or dispatch email within three working days after ordering, please check your junk/spam folder and any secondary email addresses you may have used before contacting us.

If you have placed your order with next day delivery, confirmation and dispatch emails should be received on the same day.

Please note the courier may not post tracking information online for up to 24 hours after the order is dispatched.

Contact Us to speak to Consumer Care.

Please note that products purchased between 1st November 2024 and 31st December 2024 with a valid receipt can be returned up to 31st January 2025. You will have the usual 30 days to return orders placed from 1st January.

Products excluded from this are:

• Gift cards
• Booking Fees
• Personalised goods
• Services

This does not affect your statutory rights.

If for any reason you are not completely happy with your Jo Malone London purchase, simply return the unused products and we will refund your account for the amount of the purchase.

To return your online order to us free of charge, please:

1. 1. Print and complete our returns note which can be found here:
   Returns Note
2. 2. Re-package your items safely, including the completed returns note
3. 3. Follow the instructions on www.yodel.co.uk to receive your returns label

Products ordered online or in-store with a valid receipt can be returned up to 30 days following their purchase date.

For more information about returns and refunds, please click here.

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: 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. 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.

If you wish to cancel your order, you have 30 minutes after your order is confirmed to do so. However, as processing times can vary, please note that we cannot guarantee your order will be cancelled when requested. In this case, you can return your unused item(s) for free - details of our returns process can be found here.

Please Contact Us.

Please ensure you have your order number ready when contacting us.

We are sorry to hear that there is a problem with the product delivered. Please contact us by clicking here and we will do our best to help you. Please include your order number with all enquiries. If your product is faulty, please retain the box, packaging, and all contents.

To learn about Estée Lauder Companies’ policies on animal testing, clean beauty, human rights, and more, visit our Viewpoints Page.

We are more than happy to help you place your online order. Reach out to our Customer Service Team by calling 0808 281 0229, and our experienced team will assist you if you are experiencing problems ordering online.

At checkout, select ‘Review Order and Pay’. Then tick the ‘I have a Gift Card’ option and enter the gift card number and pin, then select ‘Apply’. If the gift card does not cover the value of the full order, the remaining amount must be paid with another payment method. Only one gift card can be used at a time.

Gift bags will no longer be automatically delivered to our customers when placing an order online. Should you wish to have a gift bag with your order, please visit your nearest Jo Malone London boutique where one of our Stylists will happily provide a bag for you. Please ensure that you present your online order confirmation to the Stylist to avoid disappointment. To find your nearest Jo Malone London Boutique please visit our Store Locator page: https://www.jomalone.co.uk/stores

Please be advised, in some of our store locations across Scotland, Wales, Northern Ireland & Jersey it is a legal requirement to charge for paper bags. We offer a cashless service and the minimum spend requirement on our card machines is £0.20. Please contact your local store for more information.