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My Order | Jo Malone London

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Order Processing

Orders are processed and shipped on business days only (Monday through Friday, excluding major holidays). Orders placed on non-business days will be processed the next business day

Most orders are processed within 1 - 2 business days

Orders with Overnight or Second Day Service will be processed the same day if received by 3:00 PM EST

We are currently unable to accept orders that are shipped to destinations outside the U.S.

All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped

eGift Certificates are delivered via email and reach their sender within 24 hours after payment authorization

Order Inquiries 

Track your most recent orders by visiting the My Orders page in the My Account section or click here. This is the easiest and fastest way to get the most current information regarding your jomalone.com orders.

When you click on My Orders, you will be prompted to log in with your email address and password. An order summary page will provide you with detailed information about your current and past orders.

After your order is shipped you can track the delivery status of your order online with our carrier by clicking the tracking number to view the delivery status of your order.

Please note: Some carriers may not have tracking information available for up to 24 business hours after the order is shipped.

Lost or Missing Orders

If the tracking information for your package is confirmed delivered, and you are unable to locate the delivered package please:

1. Check with neighbors and family members
2. Look around the delivery location
3. Check for notice of attempted delivery
4. Contact the carrier directly who can assist further

Note: Jo Malone London Online Canada monitors claims of lost, missing, wrong and damaged items for abuse. Lost, missing, wrong and damaged items must be reported immediately upon receipt of the shipment, and any damaged, wrong, missing items must be retained (including the shipper). Jo Malone London Online Canada reserves the right to limit or deny the reshipment or credit of an order/item in all instances.

Live Chat 

Order Cancellations 

If you would like to cancel an online order after it has been placed, please contact us as soon as possible by phone at 1-866-305-4706. We will do our best to accommodate your request.

Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

Item(s) not available.

Difficulty in processing payment information.

Cannot deliver to address provided.

Duplicate order was placed.

Cancelled due to customer request.

If your order is cancelled, you will receive an email notice to explain the reason for the cancellation. If you choose to cancel the shipment of any item(s) and you placed your order in-store or used a gift card, a refund for the cancelled item(s) will be issued to the original form of payment. For all other orders, you will not be charged for any cancelled or unshipped item(s). If you are interested in placing a new order or if you have questions about a cancelled order, please contact Jo Malone London Online Customer Service at 1-866-305-4706 or via email.

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