Customer Service

Issues With a Delivered Order or Lost Packages

Note: Jo Malone Canada monitors claims of lost, missing, wrong and damaged items for abuse. Lost, missing, wrong and damaged items must be reported immediately upon receipt of the shipment, and any damaged, wrong, missing items must be retained (including the shipper). Jo Malone Canada reserves the right to limit or deny the reshipment or credit of an order/item in all instances.

Something is missing from my order

• You have 30 days from the date the order is delivered to contact us about missing items.
• Verify that the products in your order match your order confirmation email or your online account. If the item is not listed, that means the item was not added to your order when it was placed.
• If a promotional item is missing from your package, it’s possible that your order did not qualify for the promotional item, or it was out of stock when your order was submitted.
• Promotional items are while supplies last.
• If the missing item is listed in your order, it’s probable that the item is shipping separately. You will receive multiple shipment confirmation emails for items that ship separately, and you can view all order information for each shipment within your online account.
• Jo Malone Canada is not responsible for any damage, defect, material difference or loss that occurs to goods delivered to a forwarding company. Jo Malone Canada 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.

I got the wrong product(s) in my order

• You have 30 days from the date the order is delivered to contact us about wrong items in your order.
• If your online order is not as expected, please contact us.
• Jo Malone Canada is not responsible for any damage, defect, material difference or loss that occurs to goods delivered to a forwarding company. Jo Malone Canada 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.

My order arrived damaged

• You have 30 days from the date the order is delivered to contact us about damaged items in your order.
• 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.
• 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.
• Jo Malone Canada is not responsible for any damage, defect, material difference or loss that occurs to goods delivered to a forwarding company. Jo Malone Canada 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.

My package never arrived

• You have 30 days from the date the order is shipped to contact us about a missing order.
• First, check the carrier tracking number from your ship confirmation email to confirm delivery status.
• Sometimes a shipping carrier will mark a package as delivered before delivery is actually made. Please allow up to 24 hours for the package to be delivered once the package is marked delivered.
• Contact the carrier directly if tracking indicates proof of delivery, but you cannot locate the package after reviewing the delivery photo and checking with neighbors or the person who signed for the delivery.
• Most carriers provide a picture of the delivery and, if the package was signed for, the name of the person who signed for the package is displayed.
• Once the carrier has marked your order as delivered, all risk of loss with respect to the products in your order is transferred from Jo Malone Canada to you.
• If you suspect your package was stolen, we recommend you file a police report rather than contacting us.
• If carrier tracking indicates an issue with the order delivery, contact us.
• Jo Malone Canada is not responsible for any damage, defect, material difference or loss that occurs to goods delivered to a forwarding company. Jo Malone Canada 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.