Returns and Exchanges

IMPORTANT NOTICE: We are currently experiencing a temporary disruption in processing returns and exchanges. Before you ship your return order, please contact our Customer Care team for immediate assistance at 1.866.305.4706 or

Returns & Exchanges
Damaged Items
Return / Exchange FAQs
Satisfaction Guarantee


Please contact us at 1-866-305-4706 or via email at or via chat at 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 may be returned.

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

Return / Exchange FAQs

How long will it take to receive a credit for my returned items?

•    Once received, return packages are processed within 7-10 business days. 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.

When I exchange an item there are two transactions on my credit card - can you explain?

•   When an exchange is requested it is completed in two steps:

         1) A credit is issued for the item(s) returned
         2) A new order is processed for the item(s) requested in exchange

Two transactions will be posted to your account; a credit for the returned item(s) and one charge for the item(s) requested in exchange.

Please note that billing for the exchange item is subject to payment authorization and once authorized and shipped, it will post immediately to your account. While both the credit transaction and the billing transaction for the exchange occur simultaneously, it may take longer for the credit to post to your account depending upon the issuing bank’s processing times for credits.

I ordered/received the wrong product, should I return it?

•   If your online order is not as expected, please contact us at 1-866-305-4706 for assistance

My item arrived damaged. What should I do?

•   If you received damaged merchandise, please retain the box, packaging and all contents and contact us as soon as possible at 1-866-305-4706 for assistance.

Can I return a gift that was purchased from

•   If you would like to return or exchange an item you received as a gift, please contact us at 1-866-305-4706 or via email at 24/7 or via chat Monday - Friday 8AM - 10PM ET and Saturday & Sunday 10AM - 8PM ET at Our Online Service Team will be happy to assist you for eligible returns and provide you with specific return instructions.

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Damaged items

When your order arrives, please inspect the carton 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 at 1.866.850.9400. Please provide the order number along with your email address and phone number for fastest service.

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Satisfaction guarantee

If for any reason you are not completely satisfied with your Jo Malone Online purchase, simply return the unused portion and we will be happy to remit your account for the full amount of the purchase.

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Customer Service

Contact Us

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