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Order Processing
In accordance to your delivery preference, orders are processed and shipped on business days only (Monday - Friday excluding bank holidays).
UK mainland orders with Overnight or Second Day Service will be processed the same day if received by 4:00 PM.
Please allow two additional days for deliveries to Scottish Highlands, Aberdeen, Northern Ireland and other rural areas.
Your order will be delivered by a courier service. Please ensure that someone will be present to sign for it. If no-one is available, our delivery company will leave a telephone number for you to call to make alternative arrangements. To ensure secure and undamaged delivery of your order, our delivery company will not be able to leave it 'hidden' at the address.
We are sorry Jo Malone London Online only delivers online orders to UK addresses (excluding the Channel Islands).
All purchases are subject to bank authorisation prior to processing. Only authorised purchases will be processed and delivered.
Order Tracking
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. with Consumer Care.
If you have placed your order for next day delivery, confirmation and dispatch emails should be received on the same day.
If you have an account, you can track your most recent orders by visiting the Track My Order page or the My Orders page in the My Account section.
Please note: the courier may not post tracking information online for up to 24 hours after the order is dispatched.
ORDER STATUS DESCRIPTIONS
Processing
Your order is currently being processed into our warehouse system.
In Warehouse
The order is now being managed by our Warehouse team, who will select, pick and package your order in time for dispatch.
Dispatched
Our courier has collected your order and is in the process of delivering it to you.
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Product Recommendations/Advice
Having a hard time choosing a gift? Can’t find a scent right for you?
Our Stylists are ready to help you on Live Chat. Just ask away .
Order Cancellations
Occasionally, we may need to cancel your order for one of the following reasons:
If your order is cancelled by us, you will receive an email to explain the reason for the cancellation and we will refund your original payment method with the appropriate amount..
Please note that for security we are not able to amend an order or address information once you have confirmed your order.
If you wish to cancel your order, please contact us here immediately to discuss which options are available to you. See opening times here. Please note as we generally process orders very quickly it may not be possible to prevent your order from being dispatched. In this instance, please return your order once received in accordance with our RETURNS POLICY.