JO MALONE 'MY STORY' OUT NOW - ORDER HERE

CHANGE DELIVERY DESTINATION

Please note, your bag will be emptied

Can I order by phone?

Simply call our Customer Service Team on +44 (0) 20 7730 6091 who will gladly provide you with product advice and process your order.

Customer Service opening hours

The Customer Service team is available to assist you via telephone, email and Live Chat from Monday to Friday, between 10am and 6pm UK time (GMT).

Which credit cards do you accept?

We accept VISA, Mastercard and American Express, as well as PayPal.

Delivery/shipping charges

You will be charged a flat delivery/shipping rate which will be applied per order, not per item.
For further details click here.

How do I track my order?

If your order is to the UK, you will receive an email with a unique tracking number once your items have been dispatched. Use this number to follow the delivery status of your order by clicking the tracking link in the email. If your order is to be delivered outside of the UK, you can contact us for the latest tracking details once the items have been dispatched.

How do I find out when new products are being launched?

To receive exclusive news and product previews from Jo and the team, please stay in touch by signing up to our newsletter at the bottom of this page or any other page on this website.

How do I care for my scented candle?

To enjoy your candle, please read and follow the enclosed care tips. If your candle is not accompanied with care instructions, please contact our Customer Service team on +44 (0) 20 7730 6091.

How do I assemble and care for my Shot Candle™?

Upon delivery, please take care when removing your candle from the gift box to avoid damaging the shot which is loose.

To use your candle, please insert your shot into the base and light the wick. We would recommend that you leave the candle burning until the entire surface of the wax has melted (approximately 2-4 hours) before extinguishing. This will ensure that the heat from the wax permanently seals the shot to the base. Remember to trim the wick to approximately 4mm (0.15 inches) before each use to prevent clogging and smoke. If the wick is too long, it may burn unevenly and shorten the life of your candle. To maximise the total burn time, keep candle lit between two to four hours at a time. Avoid burning the candle in a draft as this may cause it to smoke. Keep away from flammable materials and never leave your candle lit while unattended.

To enjoy your Shot Candle™ and maximise its burn time, we kindly ask that you read and follow the enclosed candle care tips. If your candle is not accompanied with care instructions, please contact our Customer Service team on +44 (0) 20 7730 6091

Returns policy

ITEMS PURCHASED ONLINE
You may return items bought at joloves.com in their original, unused and saleable condition for a refund or exchange within 14 working days from receipt. You are not required to give us any reason for doing so, however proof of purchase (order number) is required. This excludes personalised items which cannot be returned or exchanged unless faulty.

You will be required to organise and pay for the return of the items to us. Before doing so, please contact us for a return reference. Return address is: Suite 4, Queripel House, 1 Duke of York Square, London SW3 4LY.

Alternatively, you can bring your item to the Jo Loves shop along with proof of purchase, where we can arrange a refund or exchange subject to the above conditions.

FAULTY PRODUCTS
If there is a fault with your product, please return it to us for investigation at the above address or bring it into store. Please retain proof of postage so that we can refund you. If the product is deemed faulty, to be decided in the sole discretion of the Company, we will replace the product for you, or if you prefer will refund you the cost of the product plus standard shipping cost, but not the price of any other delivery option chosen by you.

INCORRECT DELIVERIES
If the items you receive do not match what you ordered, or something has been delivered to you that you did not order, please notify us immediately by contacting Customer Services within 14 days of receipt so that we may check your order. We will then arrange to collect any incorrect items from you and/or organise for any previously missing or replacement items to be sent to you free of charge.

GOODS DAMAGED IN TRANSIT
If your item has been damaged in transit, please contact us immediately and provide photographic evidence via email or post within 14 days of receipt. If on receipt we conclude that the damage was caused in transit, we will replace the item for you.

RETURNING AN ITEM
If you are returning an item to us, please ensure that you include the Dispatch Note in your parcel, pack the items in their original packaging where possible, and write your order number on the address label of your package.
We cannot accept liability for returned goods lost in transit.

PROCESSING TIME
If a refund is actioned by us, subject to these conditions, your payment for the goods will be refunded as soon as possible by the original payment method, no later than 14 working days after we have received the goods.
If an exchange has been arranged, this will be processed for dispatch within 7 working days of us receiving your returned goods, and will be delivered via standard delivery. Please note delivery times may vary depending on shipping destination and during busy holiday seasons.

ITEMS PURCHASED AT 42 ELIZABETH STREET, LONDON
For items bought at Jo Loves 42 Elizabeth Street, we are unable to accept returns for any reason except a fault with the goods. If you find that your item is faulty, please bring it to the shop with proof of purchase, and we will process your refund or exchange.

Please note that proof of purchase is necessary to process a refund or exchange. Please note that you cannot return any personalised/engraved product unless faulty.

I have a Press enquiry

For all press enquiries, please contact our in-house press team by emailing press@joloves.com

For all other enquiries, please contact  our Customer Service team on +44 (0) 20 7730 6091 or email advice@joloves.com