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STEP 2. – RETURN THE PRODUCT
\n 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
\n 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.
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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.
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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:
\n(a)\tare or become faulty through no fault of your own;
\n(b)\tare not fit for a stated purpose or a purpose you made known to us;
\n(c)\tdon’t match our description or sample; or
\n(d)\thave defects that were not obvious, or we did not bring to your attention.
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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.
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Please return the items by following the Return Process indicated above as soon as possible after you notice the problem.
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This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location.
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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.
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I ACCIDENTLY ORDERED THE WRONG PRODUCT, WHAT SHOULD I DO?
\nIf 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.
\n 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?
\nIf 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.
\nStore 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?
\nOnce 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?
\nWe 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.
\nNEED ANOTHER QUESTION ANSWERED?
\nChat to our Customer Care team here.
\nReturns & Exchanges