Customer Service

Jo Malone London Philippines – Sale Terms and Conditions

Effective Date: 19 May 2022

  1. General Provisions

    1. 1.1  The following terms and conditions of sale (“Sale Terms and Conditions”) apply to the offer and sale of products through the Jo Malone London Philippines website located at (“Website”).

    2. 1.2  To be eligible to purchase products on the Website customers must: (a) be at least 18 years old or, if minors, be duly authorized by their legal representative; (b) be consumers, meant as persons who acquire or use goods of a kind ordinarily acquired for personal or domestic purpose, use or consumption, and do not acquire or use the goods, or hold themselves out as acquiring or using the goods, primarily for the purpose of resupplying them in trade; and (c) hold a valid credit card.

    3. 1.3  This Sale Terms and Conditions shall be executed in English and shall be governed by Philippine laws.

  2. Identification of the Vendor

    1. 2.1  The vendor of the Website is ELC Beauty, Inc. (“we”, “us”, or “our”), with principal office address at the 6th Floor, Units B and C, 8 Rockwell, Hidalgo Drive, Rockwell Center, Makati City.

  3. Products

    1. 3.1  Information on products is available on the Website, and is provided in accordance with Republic Act No. 7394, or the “Consumer Act of the Philippines”.

    2. 3.2  We will take all reasonable care to ensure that all details, descriptions, images of products appearing on the Website are correct at the time when the relevant information was entered onto the system.

    3. 3.3  The products described on the Website, and any samples thereof we may provide to the customer, are for personal use only. Customers may not sell or resell any of these products or samples thereof. We reserve the right, with or without notice, to cancel or reduce the quantity of any products or samples to be provided to the customer that may result in the violation of these Sale Terms and Conditions.

  4. Prices

    1. 4.1  All prices indicated for products available via the Website are at the current rates and are expressed in Philippine Pesos. Delivery charges shall be added to the price of the products and are indicated separately on the order form.

    2. 4.2  We regularly verify that all the prices displayed on the Website are correct.

    3. 4.3  Prices shown are inclusive of 12% VAT.

  5. Placing an Order

    1. 5.1  The customer will be guided through the process of placing an order by a series of simple instructions on the Website.

    2. 5.2  To place an order, the customer must type in the quantity of product he/she wishes to purchase (up to eight (8) of any single product), with a maximum purchase of fourteen (14) units total per individual customer transaction. In addition, we must also limit the transactions to no more than three (3) per consumer per day.

    3. 5.3  Customer must click "Add to bag" to place the product selected in the desired quantity in the shopping bag. At any time during shopping, the customer may review the products in the shopping bag by clicking on "Checkout" of each page.

    4. 5.4  Customer must follow the onscreen instructions to proceed through the checkout process. The customer may always correct any errors in the data he/she has entered, change the shopping bag contents, by adding or removing one or more products from the shopping bag, or cancel the entire order during checkout before sending his/her order. By submitting an order, the customer acknowledges and declares that he/she has read all the instructions provided during the checkout process and fully accepts these Sale Terms and Conditions. The customer places an order request for products via the Website by clicking on the Submit button at the end of the order process.

    5. 5.5  After an order has been submitted, a "Thank You" page will be displayed, and the customer will receive an email confirming receipt of the order shortly.

    6. 5.6  If an order confirmation does not arrive within 24 hours after submission, customer may contact us at for assistance.

    7. 5.7  If customers have any questions or concerns when placing an order, or if they wish to enquire about a previously placed order, they may contact us via email at the following address For fastest service, customers are invited to keep their order number available.

  6. Offer Codes

    1. 6.1  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.

    2. 6.2  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. 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.

    3. 6.3  To redeem an offer code, customers must enter their code into the "offer code" box during the checkout process on the Website. Offer codes are case sensitive and should be entered exactly as they appear.

    4. 6.4  When an offer code is accepted, the offer will be displayed in the "Order Review".

  7. Payment Options

    1. 7.1  Customers may pay for the products by credit card. The following credit cards are accepted for payments:
      ●  Visa
      ●  MasterCard

    2. 7.2  Credit cards issued by a local Philippine financial institution are accepted. We regret that we are unable to accept credit cards that have been issued by banks outside of the Philippines.

    3. 7.3  We do not accept credit cards with billing addresses outside of the Philippines.

    4. 7.4  Customers will be charged once the orders are placed.

    5. 7.5  For customer’s security, customer’s 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.

    6. 7.6  All credit card holders are subject to validation checks and authorization by the credit card issuer. If the issuer of customer’s payment card refuses or does not, for any reason, authorize payment to us, whether in advance or subsequent to a payment, we will not be liable for any delay or non-delivery.

  8. Order Inquiries

    1. 8.1  Generally, products are shipped within several days from receipt of an order. For any shipping information, customers may contact us via email at the following address:

    2. 8.2  If you would like to cancel an online order after it has been placed, please contact us by email at We will do our best to accommodate your request. Once an order is submitted for processing, we regret that it cannot be changed or cancelled.

      Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:
      ●  Item(s) not available
      ●  Impossibility in processing payment information
      ●  Cannot deliver to address provided
      ●  Duplicate order was placed
      ●  Cancellation due to a customer request
      ●  Purchase limits have been exceeded

    3. 8.3  If an order is cancelled, the customer will receive an email to explain the reason for the cancellation. Customers will not be charged for any cancelled orders. If the customer is interested in placing a new order or if the customer has any questions about a cancelled order, he/she may email the following address:

  9. Delivery

    1. 9.1  Orders are processed and delivered on business days only (Monday through Friday, excluding public holidays). Orders placed on Saturdays, Sundays, and public holidays will be processed on the following business day. The standard processing time for orders is 1 - 2 business days from the day following that of the order placement by the customer, unless within the same period, we notify the customer of the unavailability of the ordered products.

    2. 9.2  Products bought through the Website shall only be delivered to Philippine addresses. We are unable to process orders to a P.O Box address. All purchases are subject to bank authorisation prior to processing. Only authorised purchases will be processed and shipped.

    3. 9.3  Shipping charges shall be borne by the customer and are indicated separately on the order form and into the delivery note. There are no shipping charges for purchases over the minimum amount we may display on the Website.

    4. 9.4  The products shall be delivered within thirty (30) days from the day following that of the order placement by the customer, unless within the same period, we notify the customer of the unavailability of the ordered products.

    5. 9.5  All orders require a signature upon delivery. If the customer or his/her authorized representative is not available to sign for his/her order, we will attempt a second delivery. If both deliveries failed (1st and 2nd attempt), the order will be cancelled.

  10. Returns

    1. 10.1  We are committed to offering customers the finest cosmetic products available. If the customer feels the products he/she received from us is not of acceptable quality, the customer may exercise the remedies provided under the Consumer Act of the Philippines, which, among others, is the return of the product either for exchange or refund, as applicable.

    2. 10.2  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

      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.

    3. 10.3  Customers may return any item in its original condition for a full refund or exchange within fourteen (14) business days from delivery and notify us within seven (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.

    4. 10.4  Notification of customer’s intention to have the product exchanged or refunded can be done by emailing us at with customer’s order details, including customer order number and the description of the products in question. Within the order packaging, the customer will find a dispatch note with details of the order together with details of our returns process. If the products listed on the dispatch note do not match those contained in your delivery, the customer shall notify us immediately by emailing

    5. 10.5  Our Customer Service will then send an email confirmation and issue the customer with an authorization number. Customer is invited to retain a note of his/her authorization number for future reference with Customer Service.

    6. 10.6  If the customer returns products for reasons other than defects in the products, or incomplete or incorrect delivery, he/she will be required to arrange and pay for the return of the products to us.

    7. 10.7  Refunds and exchanges will be processed within ten (10) business days upon our receipt of the items. Upon our acknowledgment of receipt of the customer’s email requesting for product return, we undertake to reimburse the customer the full price of the products within thirty (30) days from such acknowledgment, provided that these are shipped back to us unused and undamaged, to the extent that these have been kept and taken care of with ordinary diligence. Refunds will only be made against the original credit card used. We will send the customer a notification email once the reimbursement has been made.

    8. 10.8  It is strongly recommended that the parcel be shipped back to us through a recorded delivery service (one that requires a signature upon receipt). We cannot be liable for returned products lost in transit.

    9. 10.9  The above provisions are only applicable to purchases made online. 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.

  11. Lack of Conformity with Description

    1. 11.1   In case of lack of conformity with description of products pursuant to Article 100 of the Consumer Act of the Philippines, the customer may exercise his/her remedy provided thereunder. The customer has the right to have the products brought into conformity free of charge by repair. If the imperfection is not corrected within thirty (30) days from our acknowledgment of the notice of lack of conformity, the customer may alternatively demand at his/her option:
      ●  The replacement of the product by another of the same kind, in a perfect state of use;
      ●  The immediate reimbursement of the amount paid, without prejudice to any losses and damages; and
      ●  A proportionate price reduction.

      The customer waives these rights if he/she fails to notify us of the lack of conformity within two (2) months of the date on which the customer detected such lack of conformity. We shall be held liable where the lack of conformity becomes apparent within two (2) years from delivery of the products.

  12. Applicable Law and Jurisdiction

    1. 12.1  These Sale Terms and Conditions are governed by Philippine laws and must be interpreted in accordance with Philippine laws.

    2. 12.2  Any disputes arising from the interpretation, validity and/or execution of these Sale Terms and Conditions shall be subject to Philippine laws.

  13. Contacts

    1. 13.1  For any information and support on products and methods of purchase through the Website the customer may contact us by email to or by post to the following address:

      ELC Beauty, Inc.
      6th Floor, Units B and C, 8 Rockwell
      Hidalgo Drive, Rockwell Center
      Makati City

    2. 13.2 These Sale Terms and Conditions were drafted in the English language. If it is translated into or otherwise prepared in any other language, the English language text shall prevail in the event of any discrepancy or conflict.