Customer Service

Welcome to Jo Malone London Online. Shopping is easy, convenient and secure. Simply select the product you want to purchase and follow the instructions below:

Step One: Finding an item and adding to your shopping bag

Step Two: The shopping bag
When you've finished shopping, click the shopping bag icon found on each page. The shopping bag is where you check if the products in your bag are correct, and have the option to change the quantities you're ordering. To continue to purchase, click the checkout button.

Step Three: Order details
The next page will ask you to sign in, or register (if you have not already done so), and then provide billing and delivery address details. If you have already saved these in your Account Profile you won't have to fill them out again. Here you will also be asked to choose one of our five delivery options, and have the option to gift-wrap your order. You can also select the multiship option to arrange for parts of your order to be sent to any UK address of your choice.

Step Four: Confirmation
Once you've confirmed your order you will see a confirmation page that gives you your unique reference number and the total sum deducted from your credit or debit card account. You can print this page for your reference, or alternatively wait until you receive this information in an order confirmation email. The email will show all details of items purchased, delivery addresses, delivery options and packaging options, which you can keep for your records. If you have any questions, please contact us.

View Bag
Click on the shopping bag icon to display your shopping bag with the list of the items selected for purchase, the selected quantities of each, and the total cost of the purchase. You may remove items or change the quantities ordered in this area.

Deleting Items from your Shopping Bag
If you wish to delete an item in your Shopping Bag, simply go to “View Bag” and select the "Remove" link below the product name. The item will be removed from your shopping bag.

Applying an Offer Code

Troubleshooting

Having a hard time choosing a gift? Can’t find a scent right for you?
Our Stylists are ready to help you on Live Chat. Just ask away .

This site is best viewed with Google Chrome and a minimum monitor resolution of 1024 x 768.

Please note that monitors display colours differently based upon their settings.

Our site works best with Google Chrome on PCs.

We also support Firefox 3 and Microsoft Edge for PCs and MACs, Safari 2.0.4 on MAC only.

At Jo Malone London Online UK, we understand how important security is to you and we are committed to making your internet shopping a positive experience. We assure you that any transactions that you make and any personal information you give us is secure.
When you place an order at jomalone.co.uk, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date.

In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software include the following:

ISIS & IDIS Accreditation

jomalone.co.uk has been certified with Internet Shopping Is Safe (ISIS) & Internet Delivery Is Safe (IDIS) accreditations. Consumers can shop online with confidence wherever they see the ISIS & IDIS logos because it certifies that the retailer has:

Temporarily Out of Stock
If a basic stock item is unavailable on jomalone.co.uk it will show as out of stock, and you can request to receive an email when the product comes back into stock.

Alternatively, you can visit one of our Jo Malone London stores. Please click here to find your nearest store.

We regret that we must limit orders to no more than six (6) units of any item, with a maximum purchase of £2500 per customer. In addition, we must also limit orders to no more than three (3) orders per customer per day. If you have any questions, please Contact Us and we will be happy to assist.

Whether a treat for yourself, or a gift for a loved one you can choose for your order to arrive wrapped in the iconic cream box tied with the black ribbon. You can do this at the checkout process. Find out more here.
If you are sending a gift, you may choose to include a gift card on which we will carefully print your personal message, also at no cost.

The following products only may be engraved: all 30ml products, all 100ml products, 200ml bath oil, Home candle, Deluxe candle, Luxury candle.
Only one engraving per item to a maximum of 30 characters is possible. Only characters A-Z and 1-10 may be used for engraving.
The engraving service costs £15 per product engraved.
Payment for engraved products must be made prior to the commencement of the engraving.

Orders for engraved products cannot be cancelled or changed once engraving work has started on them. It is your responsibility to supply clear written instructions for your engraving. We will not be responsible for errors caused as a result of unclear or misleading instructions. We are not responsible for customer generated mistakes, errors or defects including spelling, typographical or grammatical errors, order quantity, or other ordering errors. To prevent these errors from happening, please review your order carefully before submitting.
Engraved goods cannot be returned unless they are faulty.

Engraving will take up to one week – no fast track delivery options will be available.
All personalised items with expletive language will be rejected. All personalised items will be engraved in English.
Engraving must be ordered at the time of purchase and cannot be revised after the order is accepted.

The following Credit/Debit cards are accepted for payment:

• American Express
• Maestro/Switch
• MasterCard
• Visa
• Visa Debit
• Visa Electron

Please note that with the above payment options full payment will be taken immediately at checkout. 

We’re sorry, we do not accept:

• Cheques
• Postal Orders

Important information:
For your security and to avoid any fraudulent transactions, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.