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Customer Service
Frequently Asked Questions
For time sensitive requests such as order cancellations or address changes, please call us on 1-800-692-9040.
Quick answers to common Customer Service concerns:
Where can I buy Jo Malone London products?
Jo Malone London products are available at select locations across Singapore and around the world. To find a Jo Malone London Store near you in Singapore, visit our Store Locator.
How do I check on an order I have placed?
You can check the status of your order online. Alternatively you may contact our Customer Service Team on 1-800-692-9040 or email us at support-sg@jomalone.com. Please provide your order number when making enquiries.
Do you accept international orders?
We're sorry Jo Malone London Online only delivers orders to Singapore addresses. We are unable to process orders to a P.O Box address.
Is it safe to use my credit card?
At JO MALONE LONDON ONLINE SG, we understand how important security is to you. When you order online with us, we use Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We have used government approved encryption software. To find out more about SSL encryption software go to: http://www.netscape.com/security/techbriefs/ssl.html?cp=sciln.
In order for encryption to take place, your browser must have the SSL protocol. The following browsers have this software:
• Internet Explorer 6.0 or higher
• Firefox 1.0.4 or higher
• Safari (MAC Only)
How do I get Jo Malone London samples?
Samples, when available, are offered to customers when placing an order and not on request through our Customer Services team.
Does anyone else see the information that I provide to Jo Malone London?
We respect your privacy. The information you provide will not be given to any third party without your express consent. Read our Privacy Policy for additional information.
What is your return/exchange policy?
We hope you are delighted with your order. However if for any reason you're not entirely satisfied with your goods, you may return any item in its original condition for a full refund within 14 business days of delivery. For more information please consult our Returns Procedure.
How do I apply an offer code?
Applying an Offer Code
Before entering your offer code, please fully read the Terms & Conditions associated with the offer/promotion, to ensure that your order meets the qualifying terms to be applied.
Only one offer code may be used per order and offer codes cannot be used in conjunction with any other offers, including but not limited to sale items, new launches, gift sets, limited editions.
NOTE: Offers cannot be applied to orders placed outside of the qualifying promotional dates. Any orders placed before the start, and after the expiry of the offer, will not qualify for the offer.
Troubleshooting
Check that your order does not contain any sale items, new launches, gift sets, or limited edition items.
Please ensure that the offer code being applied is formatted correctly, e.g. be aware of capital letters and any special characters.
NOTE: Offers cannot be applied to orders placed outside of the qualifying promotional dates. Any orders placed before the start, and after the expiry of the offer, will not qualify for the offer. If an offer does not appear to have applied to your order, please check your order qualifies before completing the transaction, as this will not auto-apply after checkout.
Why is my favourite product discontinued? What can I use now?
Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. If your favourite product has been discontinued please visit your nearest Jo Malone London Store where a Stylist will be happy to provide alternative recommendations.
Can you mail out samples on request?
Jo Malone London are unable to mail out samples on request.
Please be advised that sample sizes of our products are not available for sale or general distribution. Samples are only available through online offers and at checkout with purchases where applicable, or at our retail Store counter during promotional events.
We would like to suggest visiting one of our counters, where our representatives will be happy to demonstrate our products and aid you in deciding if the products are right for you. Please use this link for our Store locator: https://www.jomalone.com.sg/stores
What should I do if I have a complaint?
Please visit the Contact Us section if you have a complaint, or e-mail support-sg@jomalone.com