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Customer Service
FAQs
Quick answers to common Customer Service concerns:
Where can I buy Jo Malone London products?
Jo Malone London products are available at select locations across Kuwait and around the world. To find a Jo Malone London boutique near you in Kuwait, visit our Boutique Locator.
How do I check on an order I have placed?
You can check the status of your order online. Alternatively you may contact our Customer Service Team 182-12-12 or email us at customerservice@alshaya.com. Please provide your order number when making enquiries.
Where is my confirmation/dispatch email?
Please check your online account for the latest status of your order. If you are unable to do this or have not received a confirmation email within 24 hours or dispatch email within three working days after ordering, please check your junk/spam folder and any secondary email addresses you may have used before contacting us.
If you are an account holder, in addition to receiving a confirmation and dispatch email, you will also have the option to track the progress of your order in your online account under ‘Order Status’ for delivery updates.
Do you accept international orders?
We're sorry jomalone-kw.com only delivers online orders to Kuwait addresses. We are unable to process orders to a P.O Box address.
Is it safe to use my credit card?
At Jo Malone London we understand how important security is to you. When you order online with us, we use Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely.
What is your return policy?
If you wish to return your faulty or incorrectly supplied order for a refund or to exchange certain Products, you must inform us within 15 days of receipt of your order, and return the relevant Products in-store as soon as possible in the same condition as supplied, in their original packaging with a copy of the relevant receipt and a valid ID.
Your right to return goods does not apply to goods made to your specification or which have been clearly personalised (eg by being engraved) or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
How do I apply an offer code?
Applying an Offer Code
- To successfully apply an offer code to your order, you will need to be signed into your online account with email address and password.
- Before entering your offer code, please fully read the Terms & Conditions associated with the offer/promotion, to ensure that your order meets the qualifying terms to be applied.
- Only one offer code may be used per order and offer codes cannot be used in conjunction with any other offers, including but not limited to sale items, new launches, gift sets, limited editions.
- NOTE: Offers cannot be applied to orders placed outside of the qualifying promotional dates. Any orders placed before the start, and after the expiry of the offer, will not qualify for the offer.
Troubleshooting
- Please ensure you are signed into your account at the time of placing the order before entering the offer code.
- Check that your order does not contain any sale items, new launches, gift sets, or limited edition items.
- Please ensure that the offer code being applied is formatted correctly, e.g. be aware of capital letters and any special characters.
- NOTE: Offers cannot be applied to orders placed outside of the qualifying promotional dates. Any orders placed before the start, and after the expiry of the offer, will not qualify for the offer. If an offer does not appear to have applied to your order, please check your order qualifies before completing the transaction, as this will not auto-apply after checkout.
Does anyone else see the information that I provide to Jo Malone London?
• We respect your privacy. The information you provide will not be given to any third party without your express consent. Read our Privacy policy (/privacy-policy)for additional information.
How do I unsubscribe from email?
If you are a Registered Member of Jo Malone London Online, go to My Account, and click on 'View' or 'View Account Profile' under 'Account Profile'
If you have an account with Jo Malone London Online, you may click on the link provided on the email newsletter to be removed from the mailing list.
How do I get Jo Malone London samples?
Samples, when available, are offered to customers when placing an order and not on request through our Customer Services teams.
Can you mail out samples on request?
Jo Malone London are unable to mail out samples on request. Please be advised that sample sizes of our products are not available for sale or general distribution. Samples are only available through online offers and at checkout with purchases where applicable, or at our retail store counter during promotional events.
Why is my favourite product discontinued? What can I use now?
Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. If your favourite product has been discontinued please visit your nearest Jo Malone London boutique where a Stylist will be happy to provide alternative recommendations.
What should I do if I have a complaint?
Please visit the Contact Us section if you have a complaint, or e-mail us at customerservice@alshaya.com.