Customer Service

Returns or exchanges for purchases made in a Jo Malone London boutique or department store counter location may not be returned to jomalone.com.hk If the item you wish to return was not purchased through jomalone.com.hk, we recommend returning to the place of purchase for resolution.

Returns or exchanges for purchases made online may not be accepted for return or exchange at a Jo Malone London boutique. At jomalone.com.hk, we offer a hassle-free return policy for purchases made online. If for any reason you are not satisfied with your jomalone.com.hk purchase, we will be happy to exchange the item or issue a refund upon its return. To view our return and exchange policy, please click HERE.

For information on a specific order you've already placed, click HERE to sign in and check your Order Status.

We currently accept orders for delivery within Hong Kong, SAR of China and Macau, SAR of China only. We apologize for any inconvenience.

Yes, they may. Spam filters can restrict wanted email as well as unwanted email. If you believe this is happening, please consult the help section of your email program or contact your ISP directly to see how to relax or remove the settings that filter or block email.

Many email programs allow you to designate messages from jomalone.com.hk as legitimate email, ensuring that all future correspondence regarding your jomalone.com.hk order will be accepted. If you have further questions, please contact us at cs-hk@jomalone.com

You can track your order or access your order history by signing in and viewing your account.

Please email cs-hk@jomalone.com and we will do our best to accommodate your request to change or cancel your order. However, we are unable to accept order cancellation or exchange requests if the order is already being processed.

Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. We are happy to assist in finding you a new alternate favorite.

Please email cs-hk@jomalone.com to contact our Customer Service directly.

The offers are exclusively for Online purchases. They are not available in stores and counters.

Membership points program is yet to be available. Purchases made online are not calculated as store membership points.

You will receive an Email after placing the order. If the payment status shows to be successful, your order is confirmed. You may also login to ‘My Account’ to view the order status.

Exclusive offers are updated frequently on our online site. Once your purchase meets a certain criteria, you may apply discount codes to get free gifts. To use a discount code, you may enter the code on the right of Shopping Bag page or Checkout page. Enter the code in the box and click ‘APPLY CODE’. Note that some promotions are not applicable to gift set purchases. Should you have any inquiries, please contact our customer service via  cs-hk@jomalone.com or at 3102 1611 (Monday to Friday 9am-6pm).

You may click ‘Notify Me’ on the product page and submit your email address. Once the product is available, we will send you an email notification.

At jomalone.com.hk, we understand how important security is to you. When you place an order at jomalone.com.hk, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely.

We have used government approved encryption software. To find out more about SSL encryption software go to: HTTP://COMPNETWORKING.ABOUT.COM/CS/SECURITYSSL/G/BLDEF_SSL.HTM?TERMS=SSL.
In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software are the following:

• AOL 5.0 and higher
• Internet Explorer 5.0 and higher
• Mozilla Firefox
• Netscape 6.0 (Windows only)
• Safari
• Google Chrome

Your credit card may be refused for any of the following reasons:

- The card may have expired. Please check if your card is still valid.
- You may have reached your credit limit. Please contact your bank.
- The information you entered might be incorrect. Please check that all the required fields were filled in correctly.

If you are sure you have entered all correct information but cannot complete the checkout process, please contact our customer service via cs-hk@jomalone.com or at 3102 1611 (Monday to Friday 9am-6pm).

Please contact your bank or credit card company first. Authorization is between our banking provider and your financial institution. However, if you encounter any further difficulties or have any additional questions, please contact our customer service via email cs-hk@jomalone.com or at 3102 1611 (Monday to Friday 9am-6pm).

To purchase Jo Malone London products, you can shop online right here at jomalone.com.hk . If you would like to visit a Jo Malone London boutique near you, please visit our store locator.

Thank you for being a loyal Jo Malone London fan! We are always looking for bright, energetic individuals to represent us. To learn more, feel free to contact us now. Please be advised that persons purporting to represent Jo Malone London have been offering fraudulent franchise opportunities on various website. Please do not respond to any such solicitations, and if you are contacted directly regarding any such opportunities, please do not pay any money and immediately contact Copyright Agent c/o Legal Department at COPYRIGHT@ESTEE.COM.