Customer Service

We hope that you are delighted with your order. However, if you change your mind or are not entirely satisfied with your products purchased from Jo Malone Australia Online, you may return any item in its original, unused condition, with proof of purchase for a full refund or exchange within 14 business days from delivery (except in the case of damaged and faulty items - see below). Please note that refunds exclude any initial delivery charge and gift wrap charge, if applicable. Your rights under this Returns & Exchanges Policy are in addition to any rights or remedies you have under law, including the Australian Consumer Law.

If you made your purchase through a partnered retailer (e.g., David Jones, Mecca, Myer,) an airport location, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. You can view our list of authorised retail locations here.

Conversely, if you’ve purchased products on Jo Malone Australia Online, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location.

We cannot accept returned goods that we reasonably believe have been used, except where there has been a breach of your Consumer Rights (see Damaged, Faulty or Incorrect Items below).

Refunds and Exchanges can take up to 14 business days to be processed after we receive your return. Refunds exclude any initial delivery charge and gift wrap charge (if applicable) and will be made against the original payment method used.

All promotional offers including, (samples, gift sets and bags, full size product, discounts) are only offered free of charge when supplied with an authorised and fully completed purchase. Any purchase that is cancelled and refunded, requires the customer to return the purchase including the free of charge items. Partially cancelled and refunded purchases require the customer to return the partially cancelled purchase including the free of charge items if the final purchase amount is below the offer qualifier for the free of charge item.

An exchange can be made for an item of the same value. Please specify the item you wish to exchange for when you return the product.

Return to Sender – if your order has been returned to us, we will email you to confirm your address details. Please allow up to 10 business days for your order to be redelivered. Please note, if your shipping address is a place of business, you need to specify the Business Name for error-free delivery.

STEP 1. – COMPLETE THE DOCUMENTATION
Click here to access the Returns Portal and complete all required details, including your purchase order number, as we will use this as your proof of purchase. If applicable, please include the items you would like in your exchanged order. Please note that we cannot accept returned goods that we reasonably believe have been used, except those where there has been a breach of your Consumer Rights (see Damaged, Faulty or Incorrect Items below).

STEP 2. – RETURN THE PRODUCT
Goods must be returned to us in their original, unused condition (except where there has been a breach of your Consumer Rights (see Damaged, Faulty or Incorrect Items below)) at our distribution centre within 14 business days of delivery or as otherwise set out in the Damaged, Faulty or Incorrect Items section below. Please ensure that the returned parcel is properly sealed and that you have completed the details in the Returns Portal. Please be sure to indicate whether you require a refund, exchange or replacement and the product you want in your exchange (if applicable).

STEP 3. – PROCESSING THE REFUND
Refunds, exchanges or replacements will be processed within 14 business days of us receiving the item back. Exchanges will be sent via standard shipping. Please allow 7-10 business days for delivery once the request has been processed. You will receive a confirmation email notification from our Customer Service Team.

As a consumer you have certain rights under consumer protection legislation, including the Australian Consumer Law (Consumer Rights). Nothing in this Returns and Exchanges Policy affects or limits your rights under the Australian Consumer Law.

You will be entitled (at your election) to a full refund or replacement of the same type of product (if reasonably available) or compensation for the drop in value of the item, if the items:
(a) are or become faulty through no fault of your own;
(b) are not fit for a stated purpose or a purpose you made known to us;
(c) don’t match our description or sample; or
(d) have defects that were not obvious, or we did not bring to your attention.

In the case of any other issue with a product, we can choose at our discretion to provide a refund, repair the product or give you a replacement product.

Please return the items by following the Return Process indicated above as soon as possible after you notice the problem.

This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location.

Returns for purchases made online will not be accepted for return or exchange at a Jo Malone counter or store. Your statutory rights remain unaffected.

I ACCIDENTLY ORDERED THE WRONG PRODUCT, WHAT SHOULD I DO?

If you have accidently ordered the incorrect product, please simply return the unused item within 14 business day of delivery through our returns portal. Click here to access the Returns Portal and complete all required details, including the items you would like in your exchanged order.
Please note that we cannot accept returned goods that we reasonably believe have been used, except where there has been a breach of your Consumer Rights (see Damaged, Faulty or Incorrect Items).

I PURCHASED A PRODUCT IN STORE, CAN I RETURN IT?

If you made your purchase through a partnered retailer (e.g., David Jones, Mecca, Myer) or an airport location, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us.
Store Return policies can vary so please contact our authorised retail locations for further details. We do not accept returns from in store purchases.

HOW LONG WILL IT TAKE TO RECEIVE A REFUND FOR MY RETURNED ITEMS?

Once received, return packages are usually processed within 8-10 business days. The time to post a credit to your account can vary and is determined by the issuing bank. Please contact your issuing bank for details.

I WOULD LIKE TO RETURN A GIFT, BUT DON’T WANT THE GIFT-GIVER TO KNOW. CAN YOU HELP?

We can exchange an unwanted gift with a proof of purchase. Chat to our Customer Care team here to see if we are able to search the order on our system.

NEED ANOTHER QUESTION ANSWERED?

Chat to our Customer Care team here.

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