Customer Service

Please note: due to the large volume of Holiday orders, additional processing time may occur on some standard ground orders.

For your convenience, please find the estimated delivery timeframes below. Please note that they are subject to change. For the most up-to-date delivery information, please track your shipment using the tracking number that is included in your shipping confirmation. Applies to in-stock items only. Delivery of out-of-stock items is subject to availability, and we will keep you informed via email.

¹ In order to process and ship your order with Express Shipping on the same business day, submit your order by the time noted above

Please note:

• All purchases are subject ot bank authorization prior to processing. Only authorized purchases will be processed and shipped.
• Shipping to select rural or remote destinations may result in extended shipping times
**Please note, Express Service may not be available for some remote destinations

A signature may be required upon delivery for Overnight and 2nd Day shipments. Expedited orders that contain products which are regulated for transport require extra handling and may be shipped the following business day. Please select the option that best suits your delivery needs during “Checkout”.

At this time, Jo Malone London Canada is unable to ship to more than one address within a single order. Please place a separate order for each designated shipping address and make sure to verify that the address details are accurate to avoid any errors or delays in shipping.

Orders shipped to P.O. Boxes are delivered within 6-14 business days with Standard Shipping. Orders shipped to P.O. Boxes cannot be shipped by Overnight or 2nd Day Shipping methods.

Orders are processed & shipped Monday - Friday, excluding federal holidays in Canada. If your order is placed after the shipping cut-off time, it’ll be processed the following business day. Our distribution centers are closed on the following Canada holidays and orders won’t be processed on these days:
 

• New Year’s Day
• Civic Holiday
• Labour Day
• Thanksgiving
• Christmas
• Boxing Day

Some items sold by Jo Malone London Online require special handling as specified by federal, provincial, and/or local regulations governing the transport of these items. In addition, the shipment of some products to certain locations may not be possible.

Jo Malone London Canada Online is not responsible for any damage, defect, material difference, or loss that occurs to goods delivered to a forwarding company. Jo Malone London Canada Online is not responsible for providing a replacement or refund for any goods delivered to a forwarding company. If you choose to ship product(s) to a forwarding company, we recommend requesting the forwarder refuse any packages that arrive damaged. Damage must be reported prior to the forwarding company accepting the package. Once a package is received by a forwarding company, it is the responsibility of the forwarding company.

If the tracking information for your package confirms delivery and you cannot locate the delivered package:

1. 1. Check with neighbors and family members
2. 2. Look around the delivery location
3. 3. Check for notice of attempted delivery
4. 4. Contact the carrier directly who can assist further

We’re sorry. We are currently unable to accept orders billed or shipped to destinations outside of Canada. We apologize for any inconvenience. To find Jo Malone London Canada Online products near you, please visit our International Store Locator.