Customer Service

Returns & Exchanges

We hope that you are delighted with your purchase. However, if for any reason you are not entirely satisfied, you may return any purchased item(s) in its original condition for a full refund or exchange within 14 business days from the date of transaction.  All return and exchange shall not include limited edition, gift packaging and engraved products.  Customer who wish to return any products bought online should contact our Consumer Care Center by phone and arrange the product(s) to be sent back by post to us within 7 business days from the date of call notification.


The return product(s) must be unopened and in its original packaging.  Any products which is believed to be opened or used are not acceptable for returns.  If the return is requested based on personal reason, the postal/shipping fee shall be borne by the customer.  In that case, the returned products must be wrapped in a proper package and sent back to the specified address, products damaged will not be eligible for a refund/exchange.


Refunds (excluding the initial delivery charge) will be made towards the original credit card used for such purchase. We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and will return such product(s) to you within 28 days of our notification.


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. 

The Returns Process