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Customer Service
How do Gift Subscriptions work?
Gift Subscriptions are the perfect way to spoil someone to the gift of Jo Malone London. Once a month, every month. Delivered straight to the recipient’s postal address. You can send a subscription for 3, 6 or 12 months. Simply choose from Colognes (30ml), Candles (200g) or Diffusers (165ml). Please note only one product category can be selected. The recipient will enjoy a different scent each month for the duration of the subscription, with the exception of 6 or 12 month subscriptions for Diffusers – in which case, some scents will be repeated. The subscription will be paid for in full at the time of your order and will not automatically renew. All Gift Subscriptions will be gift wrapped in the iconic Jo Malone London gift box.
Currently, we can only ship to one address per order. If you would like to purchase multiple Gift Subscriptions, we ask that you purchase each in a separate order.
When will the first shipment arrive?
The first shipment will arrive between 3 and 5 days after the order is placed. Both you and the recipient will receive an email confirmation of the first shipment (unless you want to keep it as a surprise, in which case you can select not to notify the recipient).
Can I send a Gift Subscription as a surprise?
Yes, simply tick the relevant box when entering in your recipient’s details and we won’t notify them that their gift is on its way. Make sure to let your Recipient know the gift is from you!
How do I purchase a Gift Subscription?
Simply follow the steps online. Start by selecting a product category: Colognes, Candles or Diffusers. Then, choose the length of the subscription: 3, 6 or 12 months. Enter the recipient’s details (you can also write a personal gift message to them if you wish). Review your order. Add to bag, then checkout. Click here to purchase a Gift Subscription.
Please note, at this time we do not allow any discounts or sample promotions with the purchase of a Gift Subscription.
I’m not sure of my recipient’s email or shipping address.
Please note that without the recipient’s email or shipping address, we will be unable to process your order for a Gift Subscription.
What happens when the Gift Subscription ends?
We will notify the recipient that the subscription has ended with a note in their last shipment. Please note that the subscription will not automatically renew.
I entered the wrong address for my recipient – how do I change it?
If you need to change the recipient’s shipping address, please call our Customer Services team on 1.866.305.4706 so that we can update their details. For more details on shipping, please see here.
Where can I send a Gift Subscription?
Gift Subscriptions can be sent anywhere within the United States. Currently, we do not ship subscriptions internationally or to US Territories including Guam, Puerto Rico, the Virgin Island, and APO, FPO and DPO addresses. For more details on shipping, please see here.
How will I know if my recipient’s gift has arrived?
You will receive an email confirmation once the first gift has shipped, so you’ll know to keep a look out for it.
How do I cancel or return a Gift Subscription?
We do not offer cancellations on Gift Subscriptions after the first package has shipped.
If you would like to cancel your Gift Subscription, please contact us by phone at 1-866-305-4706 as soon as possible after placing your order. We will do our best to accommodate your request. For more details on order cancellations, please see here.
If for any reason the recipient is not happy with a scent they receive, they may exchange it for another scent in the same product category. To process the exchange, the recipient must call our Online Customer Service team at 1-866-305-4706. Please note that unfortunately we cannot accept exchanges on Gift Subscriptions in-store.