Customer Service

We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund or exchange within 14 business days from delivery and notify us as soon as possible but no later than 7 business days from delivery that you intend to return or exchange the item. In such case, your are responsible for the costs incurrred for returning the product(s) to us.

The product(s) to be returned must be unopened and in their original packaging. Any products which have been opened and/or used are not eligible for returns.

Refunds and exchanges will be processed within 10 business days upon receipt. Refunds will only be made against the original credit/debit card used.

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.