At Jo Malone London, we believe luxury extends beyond our fragrances—exceptional customer service is at the heart of every interaction. Whether you’re exploring our luxury perfumes, candles, home gifts, or redeeming the limited-time mini candle trio offer, we’re dedicated to providing personalized, efficient, and thoughtful support that elevates your experience.
We strive to:
- Treat every customer with respect, attentiveness, and the same refinement we bring to our products.
- Deliver accurate, clear information about our fragrances, orders, shipping, returns, and exclusive offers.
- Resolve issues promptly with solutions tailored to your needs, ensuring your satisfaction.
- Continuously improve our service based on your feedback, keeping your experience seamless and delightful.
Our team is here to assist with every aspect of your Jo Malone London journey:
- Details about fragrance notes, product sizes, materials, and usage tips (e.g., how to layer scents).
- Information about our collections (perfumes, candles, home gifts) and the limited-time mini candle trio—including eligibility, redemption, and offer details.
- Gifting recommendations or personalized scent suggestions for yourself or others.
- Tracking your order status (processing, shipped, in transit, delivered) for both purchased items and the mini candle trio.
- Addressing shipping delays, missing packages, or delivery discrepancies.
- Helping update shipping addresses (only if your order hasn’t been shipped yet).
- Answering questions about our free global shipping, 1–3 business days processing time, and 6–12 business days estimated delivery.
- Guiding you through our 60-day return process (eligibility, return authorization, shipping instructions).
- Updating you on refund status (processed within 5–10 business days after return inspection).
- Explaining refund methods (issued to your original payment method in United States Dollars, USD).
- Assisting with returns for defective or damaged items—including the complimentary mini candle trio.
- Resolving website issues (login problems, checkout errors, browsing difficulties).
- Supporting account management (updating personal information, accessing order history, saving favorite products).
We offer convenient, accessible channels to connect with our team:
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Email Address: service@jomalione.com
- Best for: All inquiries (product questions, order issues, returns, offer details, technical help).
- Include your order number (if applicable) and a clear description of your request to speed up resolution—for defective items, attach photos for faster assessment.
- For physical correspondence or returned products (always initiate a return request via email first to get a return authorization number):
Jo Malone London
1406 Dark Hollow Road, McMinnville Tennessee 37110, United States
- Visit our official website for quick references: jomalione.com
(Access our Shipping Policy, Refund Policy, and other FAQs to find answers instantly.)
We stand by these guarantees to ensure a seamless experience:
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Response Time: We aim to reply to all email inquiries within 1–2 business days (peak periods may extend to 3 business days, and we’ll notify you of delays if needed).
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Free Shipping Support: We’ll confirm how our free global shipping applies to your order and resolve any shipping fee discrepancies (if applicable).
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Fair Resolution: For defective, damaged, or incorrect items (including the mini candle trio), we’ll offer a full refund or replacement (at your choice) with no additional costs—including covering return shipping.
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Transparent Communication: We’ll keep you updated at every step—from order confirmations and shipping tracking to refund status and offer redemption.
We’ll work with you to resolve concerns thoroughly:
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Submit Your Inquiry: Reach out via email (or mail) with your order number, product/offer details, and a clear description of the issue (attach photos if reporting damage/defects).
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Acknowledgment: We’ll confirm receipt of your request within 24 hours and provide a timeline for resolution.
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Investigate & Respond: Our team will review your inquiry, coordinate with relevant departments (shipping, inventory, offers), and share a solution within the stated timeline.
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Follow-Up: After resolving your issue, we may check in to ensure you’re satisfied—we’ll adjust the solution if needed.
For any questions, feedback, or assistance, don’t hesitate to reach out:
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Email: service@jomalione.com
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Address: 1406 Dark Hollow Road, McMinnville Tennessee 37110, United States
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Website: jomalione.com
Thank you for choosing Jo Malone London. We’re honored to be part of your scented moments and dedicated to making every interaction with our team as luxurious and memorable as our fragrances.
