Customer Service

When you find an item you'd like to purchase on JoMalone.com, add the item(s) to your bag, then select "Buy Online Pick-up In Store" in your shopping cart. You will then be able to select a boutique near you that has the items available and in-stock. You can select a boutique to pick up your order from by clicking Change Store.

Shortly after placing your order, you'll receive a confirmation email that details your item(s), pickup information, and payment methods. This does not mean your order is ready to be picked up. You'll receive a separate notification email when your order is ready at your selected store. Please wait for this notification before heading to the store to ensure your product(s) are ready to be picked up.

Once every item in your order is ready for pick up and you're received a notification email that your order is ready at your selected store, your order will be held for three days. Orders not picked up within this timeframe will be cancelled, and your method of payment will not be charged.

Please contact the store directly to request an extension.

Please bring your order confirmation email (print out or show on your mobile device) and a valid Photo ID.

If you've selected to have someone else pick up your order (proxy pickup), they will need their photo ID and a copy of the order confirmation, which will be emailed to both the purchaser and the person designated to pick up the item(s).

Your method of payment will not be charged until your order is picked up. While you may see a pre-authorization on your selected method of payment prior to pick up, this will not post to your account until you have retrieved your order.

We have processes in place to reduce the scenarios in which inventory is not available in store, but there are circumstances in which one or more of your in-store pick-up items may not be fulfilled.

If we are unable to fulfill your item(s), you will receive an email notification informing you of the change to your order. You will not be charged for any item(s) that are not fulfilled.

No problem, we will happily adjust your order when you arrive for pickup. If you do not want one or more item(s) for your in-store purchase, we will cancel those item(s) from your order and you will not be charged. If you would like to exchange an item for another, we will cancel the original order, and ring up the other item as a new purchase.

No, unfortunately engraving is not available for in-store pick-up orders.

Yes, you will be able to select Gift Wrap options in checkout.

In Store Pick-up orders are eligible for samples in store - you will not be able to select samples in checkout.

Please review terms and conditions for the selected promotion to establish eligibility for ‘Buy Online Pick-up In-Store’ orders. If a ‘Buy Online Pick-up In-Store’ order qualifies for the selected promotion, you will be able to apply the promo code.