for Jo Malone London

1. Eligibility for Returns & Refunds

• Timeframe: Return requests must be initiated within 60 days of receiving your order.
• Product Condition: Purchased items must be unused, undamaged, and in their original packaging (including tags, labels, boxes, and any included accessories). Used, damaged, or improperly packaged items will not be eligible for a refund.
• Free Offer Items: The limited-time mini scented candle trio (received as a complimentary gift with eligible purchases) may only be returned if it is defective, damaged, or incorrect. Returns for “change of mind” on free offer items are not accepted.
• Defective/Incorrect Items: If you receive a product that is defective, damaged, or different from what you ordered (e.g., wrong scent, incorrect size), contact us immediately. We will offer a full refund or replacement (at your choice) with no additional costs, including covering return shipping fees.

2. How to Initiate a Return

1. Contact Customer Support: Before shipping items back, email our team at service@jomalione.com with the following information:
   • Your order number (found in your order confirmation email).
   • The name and quantity of the product(s) you wish to return.
   • The reason for the return (e.g., “change of mind,” “defective item,” “wrong product”).
   • For defective, damaged, or incorrect items (including free mini candle trio): Attach clear photos of the product and its packaging to help us assess the issue.
2. Receive Return Authorization (RA): After reviewing your request, we will send you an RA number and detailed return instructions.
   • If the return is due to our error (e.g., defective item, wrong order), we will provide a pre-paid shipping label for return shipping.
   • For “change of mind” returns on purchased items, you are responsible for return shipping costs (standard fees apply; expedited return shipping is not reimbursed).
3. Ship the Product Back: Package the eligible item(s) securely, clearly mark the RA number on the outside of the package, and ship it to our address (listed in Section 5). We recommend using a trackable shipping service—Jo Malone London is not liable for lost or misplaced return shipments.

3. Refund Processing

• Inspection: Once we receive your return package, our team will inspect the item(s) to confirm they meet the eligibility criteria.
• Timeline: Approved refunds will be processed within 5–10 business days of inspection.
• Method: Refunds are issued to the original payment method used for the purchase and will be in United States Dollars (USD). The time it takes for the refund to appear in your account depends on your payment provider’s processing times (typically 3–7 business days for credit cards, but may vary).
• Non-Refundable Items: Return shipping costs for “change of mind” returns are non-refundable. We do not issue refunds for gift cards or promotional codes.

4. Special Cases

• Lost/Undelivered Orders: If your order is marked as “delivered” by the shipping carrier but you have not received it, contact us within 7 days of the delivery date. We will work with the carrier to investigate; if the package cannot be located, we will issue a full refund or send a replacement (at your choice).
• Cancelled Orders: If you wish to cancel an order, contact us immediately—we can only cancel orders that have not yet been processed or shipped. If the order has already been shipped, follow the return process outlined in Section 2 once you receive the item(s).
• Limited-Time Offer Redemptions: If you return a purchased item that qualified you for the mini candle trio, you must return the free trio (in eligible condition) to receive a full refund for the purchased product. Failure to return the trio may result in a partial refund deducting the value of the complimentary items.

5. Contact Us

• Email: service@jomalione.com
• Mailing Address: Jo Malone London, 1406 Dark Hollow Road, McMinnville Tennessee 37110, United States
• Website: jomalione.com