Customer Service

Jo Malone London Malaysia - Terms and Conditions of Sale

Effective Date: 2nd December 2021

  1. General Provisions

    1. 1.1  The following terms and conditions of sale ("Sale Terms and Conditions") apply to the offer and sale of products through the Jo Malone London Malaysia website located at ("Website").

    2. 1.2  To be eligible to purchase products on the Website customers must: (a) be at least 18 years old or, if minors, be duly authorized by their legal representative; (b) be consumers, meant as persons who acquires or uses goods of a kind ordinarily acquired for personal or domestic purpose, use or consumption, and does not acquire or use the goods, or hold themselves out as acquiring or using the goods, primarily for the purpose of resupplying them in trade; and (c) hold a valid credit card.

    3. 1.3  This contract shall be executed in English and shall be governed by Malaysian law, including Malaysian legislation.

  2. Identification of the Vendor

    1. 2.1  The vendor of the Website is Estee Lauder Malaysia Sdn. Bhd. (“we”, “us”, or “our”), Suite 18-01, Level 18, Centrepoint South, The Boulevard, Mid Valley City, Lingkaran Syed Putra 59200 Kuala Lumpur, Malaysia.

  3. Products

    1. 3.1  Information on products is available on the Website, and is provided in accordance with the Consumer Protection Act 1999 (as amended).

    2. 3.2  We will take all reasonable care to ensure that all details, descriptions, images of products appearing on the Website are correct at the time when the relevant information was entered onto the system; however, to the maximum extent permitted by applicable law, we do not warrant that said details, descriptions, images of products are accurate, complete, reliable, current, or error-free.

    3. 3.3  The products described on the Website, and any samples thereof we may provide to the customer, are for personal use only. Customers may not sell or resell any of these products or samples thereof. We reserve the right, with or without notice, to cancel or reduce the quantity of any products or samples to be provided to the customer that may result in the violation of these Sale Terms and Conditions.

  4. Prices

    1. 4.1  All prices indicated for products available via the Website are at the current rates and are expressed in Malaysian Ringgit. Delivery charges shall be added to the price of the products and are indicated separately on the order form. For further information please also visit the Delivery section of the Website.

    2. 4.2  We regularly verify that all the prices displayed on the Website are correct, however, we cannot guarantee the absence of errors. In the event that an obvious error in the pricing of a product is detected, we will offer the customer the opportunity to purchase the product at the correct price or to cancel the order.

    3. 4.3  Prices shown are inclusive of 0% GST.

  5. Placing an Order

    1. 5.1  The customer will be guided through the process of placing an order by a series of simple instructions on the Website.

    2. 5.2  To place an order, the customer must type in the quantity of product he/she wishes to purchase (up to eight (8) of any single product), with a maximum purchase of fourteen (14) units total per individual customer transaction. In addition, we must also limit the transactions to no more than three (3) per consumer per day.

    3. 5.3  Customer must click "Add to bag" to place the product selected in the desired quantity in the shopping bag. At any time during shopping customer may review the products in the shopping bag by clicking on "Checkout" of each page.

    4. 5.4  Customer must follow the onscreen instructions to proceed through the checkout process. The customer may always correct any errors in data he/she has entered, change the shopping bag contents, by adding or removing one or more products from the shopping bag, or cancel the entire order during checkout before sending his/her order. By submitting an order, the customer acknowledges and declares that he/she has read all the instructions provided during the checkout process and fully accepts these Sale Terms and Conditions. The customer places an order request for products via the Website by clicking on the Submit button at the end of the order process.

    5. 5.5  After an order has been submitted, a "Thank You" page will be displayed, and the customer will receive shortly an email confirming receipt of the order.

    6. 5.6  If an order confirmation does not arrive within 24 hours after submission, customer may contact us at 1-800-18-0742 for assistance.

    7. 5.7  If customers have any questions or concerns when placing an order or if they wish to enquire about a previously placed order, they may contact us at 1-800-18-0742 or via email at the following address For fastest service, customers are invited to keep their order number available.

  6. Offer Codes

    1. 6.1  To redeem an offer code, customers must enter their code into the "offer code" box during the checkout process on the Website. Offer codes are case sensitive and should be entered exactly as they appear.

    2. 6.2  When an offer code is accepted, the offer will be displayed in the "Order Review".

    3. 6.3  One offer code may be used per order.

  7. Payment Options

    1. 7.1  Customers may pay for the products by credit card. The following credit cards are accepted for payments:
      ●  Visa
      ●  MasterCard

    2. 7.2  We do not accept credit cards with billing addresses outside Malaysia.

    3. 7.3  Customers will be charged once the ordered in placed.

    4. 7.4  For customer’s security, customer’s 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.

    5. 7.5  All credit card holders are subject to validation checks and authorization by the credit card issuer. If the issuer of customer’s payment card refuses or does not, for any reason, authorize payment to us, whether in advance or subsequent to a payment, we will not be liable for any delay or non-delivery.

  8. Order Inquiries

    1. 8.1  Generally products are shipped within several days of receipt of an order. For any shipping information customers may contact us at 1-800-18-0742 or via email at the following address:

    2. 8.2  Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:
      ●  Item(s) not available
      ●  Impossibility in processing payment information
      ●  Cannot deliver to address provided
      ●  Duplicate order was placed
      ●  Cancellation due to a customer request

    3. 8.3  If an order is cancelled, the customer will receive an email to explain the reason for the cancellation. Customers will not be charged for any cancelled orders. If the customer is interested in placing a new order or if the customer has any questions about a cancelled order, he/she may contact us at 1-800-18-0742 or via email at the following address:

  9. Delivery

    1. 9.1  Orders are processed and delivered on working days only (Monday through Friday, excluding bank holidays). Orders placed on Saturday and Sunday will be processed on the following working day.

    2. 9.2  We are unable to process orders to a P.O Box address.

    3. 9.3  Shipping charges shall be borne by the customer and are indicated separately on the order form and into the delivery note. There are no shipping charges for purchases over the amount we may display on the Website.

    4. 9.4  The products shall be delivered within 30 (thirty) days from the day following that of the order placement by the customer, unless we notify the customer, including by email, within the same term, of the ordered products being unavailable, including temporarily unavailable.

  10. Right of Redress

    1. 10.1  We are committed to offering customers the finest cosmetic products available. If the customer feels the products he/she received from us is not of acceptable quality, pursuant to Section 39 of the Consumer Protection Act 1999 (as amended), the customer has the right of redress as provided for under Part VI of the Consumer Protection Act 1999 (as amended).

    2. 10.2  Notification of customer’s intention to exercise the right of redress can be done by emailing us at with customer’s order details, including customer order number and the description of the products in question. Within the order packaging, the customer will find a dispatch note with details of the order together with details of our returns process. If the products listed on the dispatch note do not match those contained in your delivery, the customer shall notify us immediately by calling 1-800-18-0742.

    3. 10.3  Our Customer Service will then issue the customer with an authorization number and an email confirmation. Customer is invited to retain a note of his/her authorization number for future reference with Customer Service with regards to this matter.

    4. 10.4  If the customer returns products for reasons other than defects in the products, or incomplete or incorrect delivery, he/she will be required to arrange and pay for the return of the products to us.

    5. 10.5  Upon exercising the right of redress, we undertake to reimburse the customer the full price of the products within thirty (30) days of the date of receipt of the withdrawal, provided that they are shipped back unused and undamaged, to the extent that they have been kept and used with all due care and attention, within fourteen (14) working days of delivery. Refunds will only be made against the original credit card used. We will send to the customer a notification email once the reimbursement has been made.

    6. 10.6  It is strongly recommended that the parcel be sent by a recorded delivery service (one that requires a signature upon receipt). We cannot be liable for returned products lost in transit.

    7. 10.7  The above provisions are only applicable to purchases made online. Products purchased at a store will be subject to the return policy of each store. Returns or exchanges for purchases made in a Jo Malone London store or partnered retail location may not be returned or exchanged to the Website. Returns for purchases made online will not be accepted for return or exchange at a Jo Malone London store.

  11. Lack of Conformity with Description

    1. 11.1  In case of lack of conformity with description of products pursuant to Section 34 of the Consumer Protection Act 1999 (as amended), the consumer's right of redress established Section 39 of the Consumer Protection Act 1999 (as amended) will apply. The customer has the right to have the products brought into conformity free of charge by repair or replacement. In case of failure of one of the remedies above, the customer has the right to have an appropriate reduction made in the price of the products, or the contract cancelled. The customer waives these rights if it fails to notify us of the lack of conformity within two (2) months of the date on which the customer detected such lack of conformity. We shall be held liable where the lack of conformity becomes apparent within two (2) years as from delivery of the products. In any event, actions intended to assert a lack of conformity not maliciously concealed by us shall automatically lapse twenty-six (26) months after the delivery of the products.

  12. Applicable Law and Jurisdiction

    1. 12.1  These Sale Terms and Conditions are governed by Malaysian law and must be interpreted in accordance with Malaysian laws.

    2. 12.2  Any disputes arising from the interpretation, validity and/or execution of these Sale Terms and Conditions shall be subject to the mandatory jurisdiction of the competent court of the place of residence or domicile of the customer.

  13. Contacts

    1. 13.1  For any information and support on products and methods of purchase through the Website the customer may contact us by email to or by post to the following address:

      Estee Lauder Malaysia Sdn. Bhd.
      Suite 18.01, Level 18,
      Centrepoint South, The Boulevard,
      Mid Valley City, Lingkaran Syed Putra,
      59200 Kuala Lumpur

    2. 13.2 These Sale Terms and Conditions were drafted in the English language. If it is translated into or otherwise prepared in any other language, the English language text shall prevail in the event of any discrepancy or conflict.