Customer Service

You will receive emails updates when your order is confirmed, picked-up, and delivered. Once the courier has picked up your order, you can track their location in the tracking link. The order tracking link can be found in your order confirmation email or by logging into your jomalone.com account under Order History.

You can select your preferred delivery window in Checkout, where you will have options for same or next day delivery, depending on time of order placement. Orders must be placed within three hours of store closing to be eligible for same-day delivery.

Yes! The order tracking link can be found in your order confirmation email. You can also find the tracking link in your Order History by logging into your jomalone.com account.

For orders under $200, the courier will leave your package at your door (proof of delivery will be available upon request). For orders over $200, someone must be present to receive the delivery.

If you cannot be present to receive your $200+ deliver, we recommend leaving any special delivery instructions on the checkout page (e.g., “Please leave package with doorman”). Track your delivery in real-time using your order tracking link. The courier will wait for up to 5 minutes after arrival while attempting to reach you. After 5 minutes, your courier will move on to make their next delivery and you will be unable to contact them. If attempted delivery fails, the courier will return your order to our store, and you will be charged the non-refundable courier delivery fee.

If attempted delivery fails, the courier will return your order to our store, and you will be charged the non-refundable courier delivery fee. All other charges will be refunded within 7-10 business days.

Yes! You can follow your order and find courier information via your tracking link. Please note that your courier may be unable to respond right away if driving.

No—gratuities are included in the delivery fee.

Please double-check the delivery address and phone number at checkout before confirming your order. Once the order is placed, the delivery address cannot be updated. If you need to get in touch with Jo Malone London customer service, please call 1.866.305.4706.

Once the order is placed, no changes can be made.

Once your order is delivered, you will need to personally take the order back to the store for return. The courier cannot return on your behalf.

If you checked out with Afterpay and would like to return an item in-store, please ensure you have the Afterpay app downloaded onto your phone, are signed into your account, and have your Afterpay account card set up as a digital wallet card on your device. From there, our store teams will be able to help process your return, and your account will be refunded within 3-5 days. Click here for more information regarding Afterpay.

Credits are issued to the original form of payment used.

Please contact us regarding missing or damaged items as soon as possible or call 1.866.305.4706.

Currently, Same-Day Delivery is only available during business hours, on select items, to certain addresses that are within a 10-mile radius of a Jo Malone London store. If this feature is not available, please select one of our other delivery methods.

A hold will be placed on your card once the order is confirmed on jomalone.com. Your card will be charged once your order is picked up.

If the store is unable to fulfill your order for any reason, your order will be cancelled. You will receive a refund for your purchase and the delivery fee.

Yes! Simply shop online and add items to your shopping bag and checkout as normal. At checkout, choose Installments by Afterpay as your payment method. Find out more here.

You will not be able to select samples at check out for same day delivery orders and if selected, you will see the samples removed from your cart.

Please review terms and conditions for the selected promotion to establish eligibility for Same Day Delivery orders. If a Same Day Delivery order qualifies for the selected promotion, you will be able to apply the promo code.

Please contact us or contact Online Customer Service at 1.866.305.4706.