Q: What should I expect if I purchase a "Pre-Order" item?

A: Pre-Order is the ability to reserve a product prior to the date on which it becomes available for immediate purchase on When you purchase a Pre-Order item, we will provide an estimated ship date for that item on your order confirmation email; this date is also visible in the Order History section of your account. Pre-Order items may ship separately from other items in your order, and you will receive a shipping confirmation email when the shipment occurs. If we are unable to ship your product by the estimated ship date, we will provide you with notice and you will have an option to cancel.

Q: When will I be charged for a Pre-Order purchase?

A: Jo Malone Online Canada does not charge your credit or debit card until your item(s) has shipped. However, prior to shipment, your debit or credit card statement may show an “authorization hold,” which may look similar to a deduction from your account. These funds have not been deducted but are instead being reserved within your account to ensure that your order can be processed. The authorization hold will typically last from three to seven days, depending on the policy of your bank or card issuer.

Q: How can I cancel or edit a Pre-Order purchase?

You can check the status of your pre-ordered items online at if you have an account, or by contacting Jo Malone London Online Canada Customer Care. If you need further assistance or wish to cancel or make a change to your pre-order before it ships, please contact Customer Care at 1.866.305.4706 or by email at

Please note that any modifications to your order, including changes to your shipping address or payment method, must be made by cancelling your original order and placing a new order with the updated information and is subject to inventory availability at the time of the new order.

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