Returns & Exchanges | Jo Malone London

Returns & Exchanges

We hope that you are delighted with your purchase. However, if for any reason you are not entirely satisfied, you may return any purchased item(s) in its original condition for a full refund or exchange within 14 business days from the date of transaction. All return and exchange shall not include limited edition, gift packaging and engraved products. Customer who wish to return any products bought online should contact our Consumer Care Center by phone and arrange the product(s) to be sent back by post to us within 7 business days from the date of call notification.

The return product(s) must be unopened and in its original packaging. Any products which is believed to be opened or used are not acceptable for returns. If the return is requested based on personal reason, the postal/shipping fee shall be borne by the customer. In that case, the returned products must be wrapped in a proper package and sent back to the specified address, products damaged will not be eligible for a refund/exchange.

Refunds (excluding the initial delivery charge) will be made towards the original credit card used for such purchase. 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 product(s) to you within 28 days of our notification.

Please note that if you made your purchase through a partnered retail location, such as an airport or department store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. Similarly, if you purchased products on the Jo Malone London website or in a Jo Malone London store, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location. 

The Returns Process

1. Contact our Customer Service Team

Please reach our customer service via cs-hk@jomalone.com or by phone at 31021611 and state out your return request. Our Customer Service will request for the following information for verification:
• Order number
• Purchasing date
• Product name and quantity which need to be refunded
• Reason for refund

If request is being accepted, our customer service will appoint our assigned courier service provider to collect the returned order. Please communicate with our customer service for your available pick-up time. The return product(s) must be unopened and in its original packaging. Products opened or used are not accepted for returns. If the return is requested based on personal reason, the postal/shipping fee shall be borne by the customer. In that case, the returned products must be wrapped in a proper package and sent back to the specified address.

2. Pack the item(s)

Carefully pack the items into the box and include the original receipt or packing slip.

Please make sure that all returned products must be unopened and returned in its original packaging, with all the accessories and inserts, unless the product is damaged or defective. In case of damaged, defective, or incorrect items, please contact our Customer Service immediately.

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 product(s) to you within 28 days of our notification.

3. Return confirmation

4. Receive a refund

Refunds (excluding the initial delivery charge) will be made towards the original credit card used for such purchase.

Please note that the refund can take up to 10 working days, from the date we submit the refund application, due to varying processing times between payment providers. The time to post a credit to your account is determined by the issuing bank. Please contact your own issuing banks for details.

Customer Service

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