Customer Service

Returns & Exchanges

We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund or exchange within 14 business days from delivery and notify us within 7 business days from delivery that you intend to return or exchange the item.


The product(s) to be returned must be unopened and in their original packaging. Any products which have been opened and/or used are not eligible for returns.


Refunds and exchanges will be processed within 10 business days upon receipt. Refunds will only be made against the original credit/debit card used.


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.

Return to Store

Products purchased at a store will be subject to the return policy of each store. Returns or exchanges for purchases made in a Jo Malone London store or partnered retail location may not be returned or exchanged to the Website. Returns for purchases made online will not be accepted for return or exchange at a Jo Malone London store.


Returns Process

Damaged Item(s)

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 contact us immediately at ELCPHcsteam@synagie.com.


Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please ensure to retain the shipping box, packing materials and the damaged items for inspection.