RETURN & REFUND POLICY

RETURN POLICY

You have 7 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in its original packaging. Your item needs to have a receipt or proof of purchase.

OUR REFUND POLICY

If any of our products fall below the high standard you expect, we will happily refund or exchange them according to the terms and conditions set out below.

-Collection of the returned product will take 7-10 business days. The date of authorization from the company must be given.

-Products are lost in deliveries.

-Products used or opened will not be accepted.

-Refunds for products purchased under a promotional offer will be based on the terms of the promotional price. Bundle offers or “Buy 1 Get 1 free” offers; In this case, you will have to return all the items in this offer.

-Refund settlement will take place once the returned product has been received back and a quality check has taken place, this procedure normally takes 4-5 working days, then 4-7 business days to issue the refund. Please be aware that sometimes the refund will not show on your account until the next statement cycle is issued by your bank.

We will refund the delivery charge in full if the product received is faulty/damaged and you return all products of your order at the same time. If you choose to keep some of the products, we will retain the balance of the delivery charge that applies to the products you keep.

Please keep all items with their complete packaging and inside packaging intact if you intend to refund any items within the conditions set out. No exchange or refund will be considered without it.

Getting your refund

If a courier collects your returned product, your refund will be on the card you used to pay and will be as per the next billing cycle once we've received your returned product on the company’s approval. You must also return any free or discounted products bought together as part of a promotional offer. If the product does not fully comply with our policy, we reserve the right to charge a restocking fee.

Refunds will be done only through the Original Mode of Payment, and this will be decided by the company.

How to Shop Online 

Welcome to Jo Balqees Online. Shopping is easy, convenient and secure. Simply select the product you want to purchase and follow the instructions below:

Step One: Finding an item and adding to your shopping bag 

Find the item you desire by either going through the category pages, or using on-site search.

Once you've found the product you want, select the size and then click "add to bag".

You can either rollover a product image and click on the Quickshop button and then click "add to bag", or for additional product information, click on the product name or 'view details' link. From the product detail page select add to bag" to place the item in your bag.

You will be able to increase or decrease the quantity in your shopping bag.

Step Two: The shopping bag

When you've finished shopping, click the shopping bag icon found on each page. The shopping bag is where you check if the products in your bag are correct, and have the option to change the quantities you're ordering.
To continue to purchase, click the checkout button. 

Step Three: Order details

The next page will ask you to sign in, or register (if you have not already done so), and then provide billing and delivery address
details. If you have already saved these in your Account Profile you won't have to fill them out again. Here you will also be asked to choose one of our five delivery options, and have the option to gift-wrap your order. You can also select the multiship option to arrange for parts of your order to be sent to any UK address of your choice.

Step Four: Confirmation

Once you've confirmed your order you will see a confirmation page that gives you your unique reference number and the total sum deducted from your credit or debit card account. You can print this page for your reference, or alternatively wait until you receive this information in an order confirmation email. The email will show all details of items purchased, delivery addresses, delivery options and packaging options, which you can keep
for your records. If you have any questions, please contact us.

View Bag

Click on the shopping bag icon to display your shopping bag with the list of the items selected for purchase, the selected quantities of each, and the total cost of the purchase. You may remove items or change the quantities ordered in this area.

Deleting Items from your Shopping Bag

If you wish to delete an item in your Shopping Bag, simply go to “View Bag” and select the "Remove" link below the product name. The item will be removed from your shopping bag.

Offer Codes

Applying an Offer Code

To successfully apply an offer code to your order, you will need to be signed into your online account with email address and password.Before entering your offer code, please fully read the Terms & Conditions associated with the offer/promotion, to ensure that your order meets the qualifying terms to be applied.Only one offer code may be used per order and offer codes cannot be used in conjunction with any other offers, including but not limited to sale items, new launches, gift sets, limited editions.NOTE: Offers cannot be applied to orders placed outside of the qualifying promotional dates. Any orders placed before the start, and after the expiry of the offer, will not qualify for the offer.

Troubleshooting

Please ensure you are signed into your account at the time of placing the order before entering the offer code.Check that your order does not contain any sale items, new launches, gift sets, or limited edition items.Please ensure that the offer code being applied is formatted correctly, e.g. be aware of capital letters and any special characters.NOTE: Offers cannot be applied to orders placed outside of the qualifying promotional dates. Any orders placed before the start, and after the expiry of the offer, will not qualify for the offer. If an offer does not appear to have applied to your order, please check your order qualifies before completing the transaction, as this will not auto-apply after checkout.

Product Recommendations/Advice

Having a hard time choosing a honey? Can’t find a honey right for you?
Our salesperson are ready to help you on Live Chat. Just ask away.

Optimal Monitor Settings

This site is best viewed with Google Chrome and a minimum monitor resolution of 1024 x 768.

Please note that monitors display colours differently based upon their settings.

Internet Browser Requirements

Our site works best with Google Chrome on PCs.

We also support Firefox 3 and Microsoft Edge for PCs and MACs, Safari 2.0.4 on MAC only.

Security Online

At Jo Malone London Online, we understand how important security is to you and we are committed to making your internet shopping a positive experience. We assure you that any transactions that you make and any personal information you give us is secure.
When you place an order at jomalone-ae.com, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date.

In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software include the following:

Internet Explorer 6.0 and higher ,Mozilla Firefox 2.0.4 and higher ,Safari 2.0.4 and higher

Item availability

Temporarily Out of Stock
If a basic stock item is unavailable, it will show as out of stock, and you can request to receive an email when the product comes back into stock.

Alternatively, you can visit one of our Balqees stores. Please click here to find your nearest store.

Maximum Purchase Policy

We regret that we must limit orders to no more than twelve (12) units of any item, with a maximum purchase of AED 7500 per customer. In addition, we must also limit orders to no more than three (3) orders per customer per day. If you have any questions, please Contact Us and we will be happy to assist.

Complimentary Gift Wrap Service 

Whether a treat for yourself, or a gift for a loved one you can choose for your order to arrive wrapped in the iconic cream box tied with the black ribbon. You can do this at the checkout process. Find out more
If you are sending a gift, you may choose to include a gift card on which we will carefully print your personal message, also at no cost.

Payment Options

The following Credit/Debit cards are accepted for payment:

MasterCard

VisaVisa

Debit

Visa Electron

Please note that with the above payment options full payment will be taken immediately at checkout. 

We’re sorry, we do not accept:

ChequesPostal Orders

Important information:
For your security and to avoid any fraudulent transactions, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.