Customer Service

Your satisfaction is important to us. If you are not satisfied with your online purchase, we are happy to refund your purchase price if the return complies with our return policy.

We accept returns for products purchased from Jo Malone London Canada only, and all returns are inspected upon return. Products purchased from Jo Malone London Canada must be returned in new or gently used condition and within 60^* days from date of purchase. Additionally, returns of items that qualified for a free promotional item(s) must be returned with the free promotional item(s). If you are returning a gift order and do not want the refund to be issued to the original form of payment, please chat with us. Please note: Engraved items, and items noted as final sale or not-returnable are not eligible for exchange or return. Shipping and delivery fees are not refundable. Jo Malone London Canada monitors return activity and reserves the right to deny returns that, in its sole discretion, do not meet the return policy requirements, in instances of abuse, or for items that were re-sent at no cost in a good faith gesture following a report of non-receipt.

^*Refunds for returns received after 60 days are not guaranteed and will be made at the sole discretion of Jo Malone London Canada. If issued in these instances, Jo Malone London Canada has the right to provide the refunded amount in the form of an electronic gift card or a refund check. For items returned within our returns policy, the purchase price will be refunded to the original form of payment. If the payment was split between a Jo Malone London Canada gift card and credit card, debit card, or bank-issued gift card, the credit is applied to the credit card, debit card, or bank issued gift card first. If a balance remains to be credited, it will be applied to the Jo Malone London Canada eGift Card.

Return Instructions
Return shipping fees are not refundable. Send your eligible return to the address noted below in the original shipping carton. If you no longer have the original shipping carton, please include a note with your order number, or you can include a copy of your order or shipping confirmation email. Once received, return packages are processed within 3 business days. A return credit confirmation email will be sent when the return has been processed. The time to post a credit to your account can vary and is determined by the issuing bank. Please contact the issuing bank for details. To protect against package loss and to ensure prompt delivery, we recommend shipping your return package via insured FedEx or Canada Post Ground. Please retain receipts and tracking information for your records.

Returns Department Address:
Jo Malone London Canada
Returns Department
6100 Freemont Blvd.
Mississauga, ON
Canada L5R-3V7


Exchange Instructions
If you would like to exchange a product(s), simply return the eligible unwanted product(s). A refund will be processed within 3 business days of receipt. You may then place a new order for the product(s) you wish to purchase at any time.

When your order arrives, please inspect the package 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 retain the box, the packing materials, and the items inside and contact us immediately for assistance via CHAT or via phone at 1-866-305-4706. If you are unable to retain the contents due to the extent of damage, handle with care to take a photo of damaged item(s), and then safely discard of the damaged contents. Please note that in order for us to process a claim of lost, missing, wrong, and/or damaged items and/or packages, you must alert us within 30 days of receipt. Jo Malone London Canada reserves the right to deny claims received after 30 days.

You can return items purchased online to Jo Malone London stores in Canada.

1. FIND A STORE: Locate the store nearest to you.

2. BRING IT IN: Bring in the item(s) you are returning and show the stylist your shipping confirmation email.