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Customer Service
Helpful Information & FAQs
See You Soon!
The health and well-being of our community and our employees is our top priority. We are continuing to take stringent precautions and safety measures based on government guidance, and therefore there may be a delay with the delivery of your online order.
In addition, following recent government guidance, our Jo Malone London Stores will be temporarily closed in the UK & Northern Ireland* until further notice.
*Jersey stores are now open in conjunction with government guidelines.
We apologise for any inconvenience caused and hope to open our doors and welcome you back again soon.
Please refer to the below FAQs for the latest brand information and updates.
Are your stores still open?
There is nothing more important than the health and well-being of our employees, consumers, partners and broader community. Beginning Tuesday 5th January 2021, we temporarily closed all stores in the UK and Northern Ireland*. In the meantime, our online store remains open at www.jomalone.co.uk.
*Jersey stores are now open in conjunction with government guidelines
Can I still place an order?
Yes, you can still place orders through www.jomalone.co.uk.
Will orders be delayed?
We are currently experiencing order processing and delivery delays. We appreciate your patience & understanding and are committed to delivering your order as soon as possible.
I placed an order a few days ago and I haven’t received a notification of dispatch.
Please be aware that we are currently experiencing order processing and delivery delays. We are committed to keeping you informed with the status of your order. Once shipped, you will receive a confirmation email with tracking details. We appreciate your understanding and if you have further questions or concerns please do not hesitate to contact our Customer Care Team here.
How do I return my order?
Please note that products ordered from December 21st 2020 with a valid receipt can be returned or exchanged up to 90 days following their purchase date. For details on how to return your items please click here. For in-store purchases, we will welcome returns up to 28 days from the day our stores reopen.
What services have changed or are unavailable?
We are pleased to inform you that all our complimentary online services continue to be available as normal. Our Call & Collect purchase option is suspended with the closures of our boutiques across UK and Ireland*. For full information on our services offered please click here.
*Jersey stores are now open in conjunction with government guidelines and can offer a call & collect purchase option
Will my order be gift-wrapped?
Yes, the gift wrap option remains available for all orders placed on the Jo Malone London website www.jomalone.co.uk
What has Jo Malone London done to contribute to support COVID-19 Relief Support?
Jo Malone London, together with The Estée Lauder Companies, produced many thousands of units of hand sanitiser a week at our UK-based manufacturing facility, and donated these to frontline healthcare professionals and key workers helping those affected by COVID-19. The Estée Lauder Companies UK & Ireland also donated thousands of hand cream, body cream and body wash products to express our gratitude to those working under challenging conditions. To find out more about how The Estée Lauder Companies is contributing to Global COVID-19 Relief Support, please explore full details here.