Customer Service
My Order
Where is my order?
Order processing
Order inquiries
Order cancellations
Order processing
• Most orders are dispatched within 1-2 business days (processing time does not include weekend days or shipping days).
• Orders placed on Saturday and Sunday will begin processing the following Monday.
• To the best of our ability, orders with Express Shipping will be processed the same day if received by 11am AEST.
• Orders are processed and shipped on business days only (Monday through Friday, excluding public holidays).
• Some products, like Colognes which are flammable, will not be available for express shipping.
• We're sorry, we are currently unable to accept orders that are billed to or shipped to destinations outside the Australia. We apologise for any inconvenience.
• All purchases are subject to bank authorisation prior to processing. Only authorised purchases will be processed and shipped.
• Your order will be delivered by Australia Post. Please ensure that someone will be present to sign for it. If no-one is available, our Australia Post will leave details for you to make alternative arrangements. To ensure secure and undamaged delivery of your order, our Australia Post will not be able to leave it 'hidden' at the address.
• Once an order has been submitted, we cannot change, add to or cancel an online order once payment has been received. If you no longer need your order once it is delivered, you can return it back to us in its original condition within 14 days of receipt by accessing our returns portal here. For further information about returns please see our returns policy here.
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Order inquiries
Check the status of your most recent orders by visiting our Order Tracking page. This is the easiest and fastest way to get the most current information regarding your Jo Malone™ Online orders. When you click on Order Tracking, you will be prompted to enter your order number. An order summary page will provide you with detailed information about the status of your order. After your order is shipped, your tracking number, if available, will be displayed. To track your order via the Australia Post's Web site, you may click on the tracking number to view the delivery status of your order.
Please note: some carriers may not have tracking information available for up to 24 business hours after the order is shipped.
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Order cancellations
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:
• Item(s) not available.
• Difficulty in processing payment information.
• Cannot ship to the address provided.
• A duplicate order was placed.
If your order is cancelled, you will receive an email notice to explain the reason for the cancellation. You will not be billed for any cancelled items.
If we believe an order has been placed fraudulently, the order will be cancelled and no notification will be sent.
Unfortunately, we cannot change, add to or cancel an online order once payment has been received. If you no longer need your order once it is delivered, you can return it back to us in its original condition within 14 days of receipt by accessing our returns portal here. For further information about returns please see our returns policy here.
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Customer Service
Contact Us
If you need help, email or call Customer Service at 1 800 661 062.
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