Customer Service

Jo Malone Gift Cards can be exchanged for products and services, online at www.jomalone.co.uk or in any of our boutiques in the UK which have a card-reading terminal that is operational at the time of use.

Gift Cards may not be used in department stores, for mail order purchases or at airport locations.

The balance on the Gift Card may be used for full or part payment of the GB pounds sterling cost of Jo Malone products and services. To check your balance online please click here. Alternatively you can present the Gift Card in any Jo Malone Boutique.

No change will be given but any unused balance will remain on the Gift card and may be applied to future purchases.

Gift Cards can be used towards the purchase of goods at a higher price than its face value upon payment of the difference.

The Gift Card cannot be exchanged or redeemed in whole or part for cash, and has no fixed expiry date or service fees.

Samples and offer codes cannot be redeemed when purchasing gift cards.

Promotional offers may not apply to Gift Card purchases.

No VAT is charged when buying the Gift card, but purchases paid for using the Gift Card are subject to VAT.

Keep the Gift Card safe and treat it as cash. We will not accept any liability for lost, stolen or damaged Gift Cards or for any remaining balance on the Gift Card.

If you have made an Online payment with a Gift Card in whole or part and any item paid for using the gift card is accepted for return the amount owing will be added to the original Gift Card.

If you have made a boutique payment with a Gift Card in whole or part a Credit Note will be given if any item paid for using the gift card is accepted for return.

For general information about returns and exchanges please click here.

We may withdraw or cancel the Gift Card and require an alternative form of payment if we suspect that the Gift Card may have been stolen or fraudulently used. Further action may also be taken.

We reserve the right to amend or supplement these conditions or discontinue the Gift Card at any time.

Gift Messages can only be printed in English characters.
 

Redemption of Gift Cards Online

To use a Gift Card in full or part payment for orders made Online:
o When proceeding to checkout, select ‘I have a giftcard.
o Enter the 16 digit number on the back of the card in the box marked ‘GIFTCARD NUMBER’.
o Peel off the foil box on the back of the card to reveal the PIN number and enter this in the box marked ‘GIFTCARD PIN’.
o Select the ‘APPLY’ button to proceed with the payment.

If the value of the items purchased Online is less than the total value of the Gift Card, you can re-enter the same Gift card details on another occasion to redeem the remaining balance on your Gift card. Alternatively the outstanding balance can be spent in store.

If the value of the items purchased online is more than the total value of the Gift Card, you will need to pay the balance using additional Gift Cards, or a credit/debit card.