Customer Service

At Jo Malone London, we deeply value your trust and support in our products and services. We are committed to delivering the highest quality products and experiences to you. Should you need to exchange or return a product, we are delighted to assist you in accordance with our exchange and return policy.
This policy applies exclusively to purchases made via the official Jo Malone London website. For purchases made through partner retail stores, returns and exchanges will follow the specific policies of those retailers and will not be covered by this policy.
Please contact us within 7 business days from the successful receipt of your order if you encounter any of the following issues:
•    The product was damaged during transit.
•    The product is defective.
•    The product differs from its description on the Jo Malone London website.
•    The product received is not what you ordered.
•    The product has expired.
•    The product shows signs of prior use.
Requirements for Products to be Eligible for Exchange or Return:
•    Products, accessories, and accompanying gifts must remain unused, with intact seals and labels from the manufacturer.
•    All accessories, gifts, boxes, bags, and other included items (if applicable) must be returned in full.
•    Each order is eligible for a single return request, and all items in the order, including gifts and accessories, must be returned in their entirety, unless otherwise confirmed via email by our Customer Care team.
•    To process your request, please provide images or video clips of the product as evidence to ensure your rights and facilitate coordination with relevant departments.
Jo Malone London regrets that we are unable to support exchanges or returns if your request is submitted beyond 7 business days from the successful receipt of your order.
If the product has already been used, please contact us for further assistance via our Hotline: 1900 633 442 or Email: customerservice.vn@esteelauder.com.

I. Return Process
Step 1: Contact Us
Reach out to our Customer Care team via the Jo Malone London website, hotline 1900 633 442, or email customerservice.vn@esteelauder.com as soon as possible, but no later than 7 business days from the date of successful delivery. Please provide your order number, details of the issue, and your request.
If your return or exchange request is approved, you will receive a return authorization code and packaging instructions within one business day via the email you used for your purchase.
Step 2: Prepare the Package
Pack the product carefully, using adequate padding to prevent damage during transit. Attach the provided information from the email to the outside of the package. Kindly respond to the email with images of the packed item and your refund details (if applicable).
Step 3: Hand Over the Package
Ensure you are available for the collection and verify the return authorization code with the courier before handing over the package. This ensures the correct item is retrieved.
Step 4: Product Inspection
Our team will inspect the returned product and notify you of the outcome via email.
Step 5: Receive Your Exchange or Refund
Once approved, you will receive your exchanged item or refund as requested.
Notes:
•    We recommend recording a video of the packing process and taking photos of the package as proof in case of any discrepancies or complaints.
•    Ensure you send the exact product and quantity registered for return. Jo Malone London will not be responsible for items not listed in the return confirmation email.
•    Our courier partner will collect the package within 2–3 business days. If the collection attempt fails despite efforts, please contact us within 2 additional business days to arrange support. Beyond this period or after the 7-day return policy, we regret that we cannot process your return request further.
Important Reminder:
Upon receiving your order, inspect the shipping carton for any visible damage incurred during transit. Minor wear and tear on the box are normal, but if the items inside are damaged, contact us immediately at 1900 633 442.
Please provide your order number, email address, and phone number for the fastest resolution. To expedite the process, retain the shipping box, packaging materials, and damaged items for inspection.

II. RELATED COSTS AND RETURN PROCESSING TIME
At Jo Malone London, we support product exchanges and returns without charging any additional fees, provided the order meets the eligibility criteria. Please ensure the product is properly packaged and stay in contact to facilitate the collection by our partner courier.
If your product qualifies for an exchange or return, the processing times are as follows:
•    For product exchanges: We will process your request within 5 business days from the date we receive the returned item from the courier.
•    For refunds: Refunds will be issued to the original payment method used at checkout. The refund will be completed within 30 days of our Customer Care team confirming the return processing results.
•    For ineligible returns: If the product does not meet Jo Malone London’s exchange or return criteria, we will return the item to you for continued use. You will be notified of the return order and any associated costs. The product will be delivered back to you within 28 days from the date of our notification.
Please note that this return policy is subject to change without prior notice based on product standards and conditions.