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Customer Service
FAQs
For time sensitive requests such as order cancellations or address changes, please call us on 1-866-305-4706.
Quick answers to common Customer Service concerns:
How do I check on an order I have placed?
You can check the status of your order online. Alternatively you may contact our Customer Service Team on 1-866-305-4706 or email us at JoMaloneOnlineService@jomalone.com. Please provide your order number when making enquiries.
Do you accept international orders?
We're sorry jomalone.ca only delivers online orders to Canadian addresses.
How do I unsubscribe from email?
If you are a Registered Member of Jo Malone London, go to My Account, and click on 'View' or 'View Account Profile' under 'Account Profile'. If you have an account with Jo Malone London, you may click on the link provided on the newsletter to be removed from the mailing list.
How do I get Jo Malone London samples?
Samples, when available, are offered to customer's when placing an order and not on request through our Customer Services teams. If you are unsure which fragrance to choose, please call 1 866 305 4706. You will receive a complimentary Scent Pairing consultation and our specialist team will help you select a fragrance.
Does anyone else see the information that I provide to Jo Malone London?
We respect your privacy. The information you provide will not be given to any third party without your express consent. Read our Privacy Policy for additional information.
What is your return/exchange policy?
If for any reason you are not happy with your purchase on JoMalone.ca, either placed in a Jo Malone London Boutique by a Stylist or on JoMalone.ca, you may return the unused portion to us for a refund or exchange in-store or by mail. Click here for step-by-step details.
*Please note: Engraved items are not eligible for exchange or return.
Why is my favourite product is discontinued? What can I use now?
Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. If your favourite product has been discontinued please visit your nearest Jo Malone London boutique where a Stylist will be happy to provide alternative recommendations.
Where can I buy Jo Malone London products?
Jo Malone London products are available at select locations across Canada and around the world. To find a Jo Malone London location near you in the Canada, visit our Store Locator.
Can you mail out samples on request?
Jo Malone London are unable to mail out samples on request.
Please be advised that sample sizes of our products are not available for sale or general distribution. Samples are only available through online offers and at checkout with purchases where applicable, or at our retail store counter during promotional events.
We would like to suggest visiting one of our counters, where our representatives will be happy to demonstrate our products and aid you in deciding if the products are right for you. Please use this link for our store locator: https://www.jomalone.com/stores. For bloggers looking to promote our products, please contact our main switchboard on 1-866-305-4706 who will direct you to the relevant department.
What should I do if I have a complaint?
Please visit the Contact Us section if you have a complaint, or e-mail JoMaloneOnlineService@jomalone.com.