Customer Service

If you are not satisfied with your online purchase, we’re happy to refund your purchase price if the return complies with our return policy.

Products purchased from jomalone.ca must be returned in new or gently used condition and within 30 days from the date the order is delivered. We accept returns for products purchased from jomalone.ca only, and all returns are inspected upon receipt at our warehouse.

• Returns of items that qualified for a free promotional item(s) must be returned with the free promotional item(s).
• Returns will be processed within 3 business days of receipt at our warehouse, and you will receive a credit confirmation with your refund amount once your return has been fully processed.
• For items returned within our returns policy, the purchase price will be refunded to the original form of payment.
• Refunds issued to a credit card, Jo Malone gift card, Alipay, or for orders placed through Instagram can take up to 7-10 business days to post to your account. If another payment method was used, please reach out to that payment provider or financial institution for more information.
• Refunds for returns received after 30 days are not guaranteed and will be made at the sole discretion of Jo Malone Canada. If issued in these instances, Jo Malone Canada has the right to provide the refunded amount in the form of an electronic gift card or a refund check.
• If the payment was split between a Jo Malone 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 eGift Card.

Please also note:

• Jo Malone 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.
• If items that are ineligible for a return are sent back to Jo Malone Canada, those items will not be mailed back to you.
• Shipping and delivery fees are not refundable.
• Engraved items and items noted as ‘final sale’ or ‘not returnable’ are not eligible for exchange or return.
• Jo Malone eGift Cards are issued by ELC Brands Management Inc. and sold by its third-party partner, CashStar, and thus cannot be exchanged or returned to Jo Malone Canada. All Jo Malone eGift Card purchases are subject to CashStar’s return policies.
• If you would like to return or exchange an item you received as a gift, please chat with us. eGift cards, gift cards, promotional items, final sale items, or products purchased somewhere other than jomalone.ca are not eligible for return online.

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 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.