My Order

Where is my order?
Order processing
Order inquiries
Order cancellations
Re-order from previous purchases


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 (processing time does not include weekend days).
• Orders with Overnight or Second Day Service will be processed the same day if received by 2:00 PM EST
• All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped

Jo Malone Online Canada accepts orders being shipped to Canada destinations only. We're sorry, at this time we are unable to accept orders being shipped to international destinations.

Payment Authorization Holds

When placing an order using a credit card or debit card, two transactions will be posted to your account.

1.The issuing bank for your payment card will place a hold on the funds in your account in the amount of your purchase when an order is authorized. This action reserves the funds for the pending charge

2.You will subsequently be charged for the order which removes the funds from your account. The charge may vary from the amount of the authorization hold if the order is altered or cancelled prior to shipment.

If an order is cancelled, the authorization hold will be removed by the issuing bank. For details on the removal of authorization holds, please contact the issuing bank’s customer service. Because this process is specific to each bank, we regret that we cannot provide assistance with the removal of authorization holds.

Maximum purchase policy

We regret that we must limit orders to no more than six (6) units of any item with a maximum purchase of CA $750 per customer. If you wish to purchase more than the allowable limits, please contact us directly for assistance at 1-866-305-4706 or Email us.

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Order inquiries

Check the status of your most recent orders by visiting the Order Status (links to order status page) page. This is the easiest and fastest way to get the most current information regarding your Jo Malone Online orders.

When you click on Order Status (links to order status page) 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, your tracking number, if available, will be displayed. To track your order via the carrier’s Web site, you may click on 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.

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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 include:
• Item(s) not available.
• Difficulty in processing payment information.
• Cannot ship to the address provided.
• A 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. You will not be billed for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please contact Jo Malone Online Customer Service at 1-866-305-4706 or via email.

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Customer Service

Contact Us

If you need help, email or call Customer Service at 1.866.305.4706.