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Customer Service

Returns & Refunds


We hope that you are delighted with your order, but if for some reason you are not we have set out below a summary of your rights in the event that you wish to return a product. Full details in relation to such rights can be found in our general Terms and Conditions for Product Sales which you can access by clicking here.


Please note that if you made your purchase through a partnered retail location, such as an airport or department store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. Similarly, if you purchased products on the Jo Malone London website* or in a Jo Malone London store, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location. To find a list of our Free Standing Stores & Retailer stores please click here.


    • Check the Jo Malone London Returns Policy under return to store to ensure you qualify for item return or exchange within 15 days of receipt of your faulty or incorrectly supplied order.
    • Choose whether you would like to return or exchange your faulty product. For full or partial returns, you will be refunded to the value of your purchase. For full or partial exchanges, you will be able to seek a replacement to the value of the products purchased.

      Delivery charges can only be refunded when the whole order is returned, and are not redeemable on partial order returns>

    • Go to our BOUTIQUE FINDER page to locate a Jo Malone London boutique near you. You must bring the faulty or incorrectly supplied item(s), along with a printed valid receipt and valid ID card. Returns or exchanges can only be processed in-store, not online
    • If in doubt, contact us! If you have any queries about our returns policy or eligibility, please call us on 182-12-12 or email us at customerservice@alshaya.com within 15 days of purchase.

      • Please note we do not accept returns of any gift cards or customised items or products that show an unreasonable amount of use.