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Customer Service
How to Shop Online
Welcome to Jo Malone London Online. Shopping is easy, convenient and secure. Simply select the product you want to purchase and follow the instructions below:
Step One: Finding an item and adding to your shopping bag
Step Two: The shopping bag
When you've finished shopping, click the shopping bag icon found on each page. The shopping bag is where you check if the products in your bag are correct, and have the option to change the quantities you're ordering. To continue to purchase, click the checkout button.
Step Three: Order details
The next page will ask you to sign in, or register (if you have not already done so), and then provide billing and delivery address details. If you have already saved these in your Account Profile you won't have to fill them out again. Here you will also be asked to choose one of our five delivery options, and have the option to gift-wrap your order. You can also select the multiship option to arrange for parts of your order to be sent to any UK address of your choice.
Step Four: Confirmation
Once you've confirmed your order you will see a confirmation page that gives you your unique reference number and the total sum deducted from your credit or debit card account. You can print this page for your reference, or alternatively wait until you receive this information in an order confirmation email. The email will show all details of items purchased, delivery addresses, delivery options and packaging options, which you can keep for your records. If you have any questions, please call Customer Services on 0808 281 0229
View Bag
Click on the shopping bag icon to display your shopping bag with the list of the items selected for purchase, the selected quantities of each, and the total cost of the purchase. You may remove items or change the quantities ordered in this area.
Deleting Items from your Shopping Bag
If you wish to delete an item in your Shopping Bag, simply go to “View Bag” and select the "Remove" link below the product name. The item will be removed from your shopping bag.
Optimal Monitor Settings
This site is best viewed with Google Chrome and a minimum monitor resolution of 1024 x 768.
Please note that monitors display colours differently based upon their settings.
Internet Browser Requirements
Our site works best with Google Chrome on PCs.
We also support Firefox 3 and Microsoft Edge for PCs and MACs, Safari 2.0.4 on MAC only.
Security Online
At Jo Malone London Online, we understand how important security is to you and we are committed to making your internet shopping a positive experience. We assure you that any transactions that you make and any personal information you give us is secure.
When you place an order at jomalone.ca, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date.
In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software include the following:
Item availability
Temporarily Out of Stock
If a basic stock item is unavailable on jomalone.ca it will show as out of stock, and you can request to receive an email when the product comes back into stock.
Alternatively, you can visit one of our Jo Malone London boutiques. Please click here to find your nearest store.
Maximum Purchase Policy
We regret that we must limit orders to no more than eight (8) of any single item and 14 total items per customer. If you have any questions, please call us at 866 305 4706 or Contact Us and we will be happy to assist.
Complimentary Gift Wrap Service
Whether a treat for yourself, or a gift for a loved one you can choose for your order to arrive wrapped in the iconic cream box tied with the black ribbon. You can do this at the checkout process. Find out more about The Art of Gift Giving here.
If you are sending a gift, you may choose to include a gift card on which we will carefully print your personal message, also at no cost.
Payment Options
The following Credit/Debit cards are accepted for payment:
We’re sorry, we do not accept:
Important information:
For your security and to avoid any fraudulent transactions, your 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.