Please note, your bag will be emptied

Created by Jo Malone CBE

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 9am and 6pm UK time (GMT). 

Will my item come gift wrapped?

In keeping with our commitment to reduce our impact on the environment, we have reduced the amount of packaging we use and therefore only certain items will arrive gift wrapped. Our Candles, Fragrances, Body Crèmes and Bath Cologne will be beautifully gift wrapped with our signature Jo Loves gift box and ribbon. All other items including our Fragrance Paintbrush, Graffiti Fragrance Body Spray, Rose Petal 25, Bath & Shower Gels, Body Lotions and new Hand Care Collection will not be gift wrapped.

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.

If you are ordering a Graffiti Fragrance Body Spray and your order also contains a 50ml or 100ml fragrance, Fragrance Discovery Kit or Fragrance Paintbrush, your Graffiti Fragrance Body Spray Aerosol will be shipped in a separate parcel (you will receive separate dispatch notification emails as well as unique reference numbers to track the parcel with an aerosol and the parcel containing other items from your order).

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 long should I expect my fragrance to last?

All of our fragrances are Eau de Toilette strength, and so are designed to be reapplied every 3-6 hours.

How do I care for my scented candle?

Remove all packaging, including the candle lid.  Keep out of reach of children and pets.  Place on a heat resistant, level surface.  Do not light if the glass is cracked or damaged, and do not leave a burning candle unattended.  Do not burn for more than 4 hours at a time.  Keep the wick trimmed to 5mm.  Stop using when 10mm of wax remains, or if the silver wick disc becomes visible.  Keep the candle away from draughts and flammable materials.  Keep the wax pool clear of debris such as match heads.  Allow the wax to harden before moving.  Take care when extinguishing the flame.  Ensure candles are at least 15cm apart, and allow ample headroom for the heat from the flame.  If you require any further information, 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.

Are your products suitable for vegans?

All Jo Loves products are vegan, with the exception of our Shampoo and Conditioner, which contains beeswax. We never test any of our products or their ingredients on animals, nor do we commission or condone any such testing to be done on our behalf.

Returns policy

You may return items bought at 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.

If you received any complimenary items with your order, these will need to be returned as well.

If there is a fault with your product, please return it to us for investigation at the above address or bring it into store. Proof of purchase is required. 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.

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.

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.

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 or damaged in transit.

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.

For items bought in store, 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 press team by emailing

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