Customer Service

Your satisfaction is important to us. If you are not satisfied with your online purchase, we are happy to refund your purchase price if the return complies with our return policy. Return shipping fees are not refundable.

We accept returns for products purchased from Jo Malone London Online Canada only, and all returns are inspected upon return. Products purchased from Jo Malone London Online Canada must be returned in new or gently used condition and within 60^* days from date of purchase. Additionally, returns of items that qualified for a free promotional item(s) must be returned with the free promotional item(s). Please note: Engraved items and items noted as final sale or not-returnable are not eligible for exchange or return. Jo Malone London Online Canada monitors return activity and reserves the right to deny returns that, in its sole discretion, do not meet the return policy requirements, in instances of abuse, or for items that were re-sent at no cost in a good faith gesture following a report of non-receipt.

^*Refunds for returns received after 60 days are not guaranteed and will be made at the sole discretion of Jo Malone London Online Canada. If issued in these instances, Jo Malone London Online Canada has the right to provide the refunded amount in the form of an electronic gift card or a refund check.

Return policy information for orders placed prior to 11/22/22 below:
If for any reason you are not satisfied with your purchase from Jo Malone London Online Canada, you may return the unused portion for refund or exchange. We accept returns for products purchased from Jomalone.ca only. Return shipping fees are not refundable. Please note: Engraved items and items noted as final sale or not-returnable are not eligible for exchange or return. Return shipping fees are not refundable.

Kindly send your return to the address noted below in the original shipping carton. If you no longer have the original shipping carton, please include a note with your order number, or you can include a copy of your order or shipping confirmation email. To protect against package loss and to ensure prompt delivery, we recommend shipping your return package via insured FedEx or Canada Post Ground. Please retain receipts and tracking information for your records. Once received, return packages are processed within 2 business days. A return credit confirmation email will be sent when the return has been processed. The time to post a credit to your account can vary and is determined by the issuing bank. Please contact the issuing bank for details.

Returns Department Address:
Jo Malone London Online Canada
Returns Department
6100 Freemont Blvd.
Mississauga, ON
Canada L5R-3V7

Please contact us at 1-866-305-4706 or via email at JoMaloneOnlineService@jomalone.com. Our Online Customer Service Team will be happy to assist you for eligible returns, with return instructions and the return shipping address. If you received the item as a gift or wish to exchange it for another item, directions will be provided. We're sorry; return shipping fees are not refundable. Only products purchased on Jomalone.com may be returned.
If you prefer to return your order in store, please provide the store associate with your email address or bring your shipping confirmation email with you as proof of purchase.

When your order arrives, please inspect the package for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please retain the box, the packing materials, and the items inside and contact us immediately for assistance via CHAT or via phone at 1-866-305-4706. If you are unable to retain the contents due to the extent of damage, handle with care to take a photo of damaged item(s), and then safely discard of the damaged contents.