Customer Service

Jo Malone London Vietnam Privacy Policy

Effective Date: 16st Nov 2023

Jo Malone London respects your privacy and values ​​our relationship with you. Jo Malone London has a diverse portfolio of reputable brands. You can find a list of these trademarks on, each of which is referred to in this Privacy Policy as a “Trademark”. This Privacy Policy describes how our brands in Vietnam collect, use, disclose and protect your personal information. Unless otherwise stated, all Brands in Vietnam are subject to this Privacy Policy. References in this Privacy Policy to “we”, “our”, “ELC” are references to the organization or organizations in Vietnam responsible for establishing the purposes for processing information. your personal information.



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We may collect or process the following types of information about you. The specific information we collect about you will vary depending on how you interact with us.

  • Personally identifiable information and contact information, such as your name, address, email address, phone number and social media username or account.
  • Device identifiers, for example information about your device such as MAC address, IP address or other online identifiers.
  • Demographic information, such as your age or date of birth, sex, or gender.
  • Physical characteristics, such as your hairstyle and hair color, skin type and eye color.
  • Biometric information, such as facial shape if you try out some of our virtual apps or skin diagnostic tools.
  • Commercial information, for example products or services you have purchased, returned or reviewed and products you have selected.
  • Payment information, such as payment method and payment card information (including payment card number, shipping address and billing address).
  • Identity verification information, such as photo identification for in-store pickup at one of our retail stores, loyalty member ID, and authentication information (such as password).
  • Online or network activity information, such as information related to your interactions with websites, mobile applications, digital properties and advertising information about your browsing and search history on websites or mobile applications, and log file information such as browser type and websites you visit.
  • Geolocation information, such as information that can help determine your physical location (such as GPS coordinates or the approximate location of your device).
  • Audio and visual information, such as recordings of your voice when you call our customer service and images we record through surveillance videos in our retail stores.
  • Professional or employment-related information, such as professional licenses or certifications related to our professional programs.
  • Medical and health information, such as skin care concerns, diagnoses, medical reports and history.
  • User Content, such as your communications with us and any other content you provide (including images, videos, reviews, articles, etc.) writing, survey responses, and comments).
  • Reference is drawn from or based on any information identified above.


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We may collect your personal information from many sources. For example:

  • Directly from you, for example when you make a purchase on one of our websites or in one of our retail stores, contact us if have a question or complaint, use one of our mobile apps or experience a virtual technology trial, create an account on one of our websites, sign up for one of our customer programs loyalty or our marketing lists, respond to a survey, enter a contest or other promotion, make an appointment or register to attend an event.
  • From your friends or family members, for example when your friend or family member sends you a gift or referral.
  • When you interact with our websites or emails. When you visit our websites or when you open or click on emails we send you, we ( and third parties we work with) may automatically collect information from your browser or device, such as device identifiers and other online and network activity information using uses technology such as cookies, pixel tags and similar technologies. Cookies are small text files that websites place on your Internet-connected device to uniquely identify your browser or to store information or settings in your browser. Pixel tags are small images attached to our websites or emails. We use pixel tags to collect information about your browser or device, how you interact with our websites, or whether you open or click on emails we send you. Pixel tags also allow us (and third parties we work with) to place cookies on your browser.
  • Through other in-store and offline technologies, such as video surveillance, traffic counters and WiFi technology in and around retail stores as well as call recording technology when you speak to customer service.
  • From our business partners and service providers, such as demographic companies, analytics providers, advertising companies and networks, third-party retailers or distributors and other third parties we choose to collaborate or work with.
  • From social media platforms and networks, such as Facebook, Instagram, Twitter, Pinterest and Google. For example, we may obtain your information from a platform or social network if you interact with us on a social network or choose to log in to our website using your social media login credentials. .
  • From other ELC Brands with whom you have interacted.

We may combine information we obtain from the above sources. For example, we may combine information we collect in our stores with information we collect online.


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We may use information we hold about you:

  • To provide products and services to you, such as fulfilling orders and processing payments, creating, servicing and/or maintaining program accounts or memberships your loyal customers, identify concerns and assist with product recommendations and manage current or past purchases.
  • To communicate with you, including to respond to your inquiries or complaints and to help you place orders.
  • To manage your participation in special events, contests, sweepstakes, surveys or promotions.
  • For marketing and advertising, such as sending you postal mail, text messages, emails, push notifications or other messages, showing you advertisements about products and/or services Services tailored to your interests on social networks and other websites.
  • To operate and understand your use of our websites and mobile applications, such as to remember your information so you don't have to log in again, understand your preferred purchasing methods you with us; identify which browser and device you use to access our website or mobile application; and to evaluate and improve our services, advertising, websites and mobile applications. For example, we use Google Analytics on our websites. For specific details about how Google collects and uses your personal information when we use our services, please visit: How Google uses information from sites or apps that use our services.
  • To operate and improve our business, including conducting analysis, ensuring quality and handling complaints related to products or adverse events, conducting research and Develop and execute accounting, auditing and other internal business functions.
  • For legal and security purposes, such as to detect, prevent and prosecute damaging, fraudulent or illegal activities, prevent losses, and identify and correct errors on our website or mobile application and to comply with applicable legal requirements, relevant industry standards and our policies.

We may also use your information in other ways for which we provide specific notice at the time of collection.


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We may share your personal information with:

  • Our Brands. When you interact with a Brand, we may share your personal information with other Brands. Those other Brands may use your personal information for marketing and advertising and other purposes identified in this Privacy Policy.
  • Our subsidiaries and affiliated companies. We may transfer your personal information to our subsidiaries and affiliated companies on a need to know for the purposes identified in this Privacy Policy.
  • Service providers. We may transfer personal information to service providers who perform services on our behalf based on our instructions. We do not authorize these service providers to use or disclose information except as necessary to perform services on our behalf or comply with legal requirements. Examples of these service providers include entities that process credit card payments, fulfill orders, and provide website and application functionality, hosting, analytics, advertising services and marketing.
  • Parties involved in transactions with the company. We also reserve the right to transfer personal information we hold about you in the event that we sell or transfer all or part of its business or assets (including in the event of a merger, acquisition, joint venture, reorganization, divestment, dissolution or debt settlement).
  • Advertising companies. We work with third-party advertising companies (such as advertising networks) to advertise on our behalf. For more information, see How we use information for advertising.
  • Other third parties. Additionally, we may disclose personal information about you
    (i) if we are required to do so by law or legal process,
    (ii) to competent authorities or other government officials,
    (iii) when we believe disclosure is necessary or appropriate to prevent physical harm or financial loss, or in connection with an investigation of fraudulent or illegal activity suspect,
    (iv) where disclosure of your personal information is required or permitted by law, or
    (v) with your consent (such as third party hair salons and spas).


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You have rights and choices regarding your personal information that we hold.

  • Data subject rights: Depending on your local laws, you may have rights regarding your personal information. For example, you can request access to the personal information we hold about you, update and correct inaccuracies in your personal information, and request deletion or transfer of personal information to third parties. You may request to access, change or delete your personal information by emailing us at We may take reasonable steps to verify your identity when you make a request. You may also have the right to complain to the data protection authority in your country.
  • Marketing & Advertising Preferences: Depending on your country, your online account may provide you with the ability to edit your marketing preferences. You can also opt out of receiving marketing communications (such as emails, postal mail or text messages) by following the unsubscribe instructions sent in those communications, or you can give request by emailing us at When you unsubscribe from our marketing communications, we will no longer have relevant personal information (such as your email address or phone number) for advertising purposes.
  • Mobile & Browser Preferences: Depending on your mobile device or web browser, we may request your location or request notifications push for you. You can edit your preferences using your device's settings.
  • Cookie preferences: You can choose how certain cookies are used in connection with our websites. You can edit your cookie preferences at any time by editing your browser settings or selecting the “Manage cookies” link available at the bottom of our Brand website. For more details, see HOW WE USE COOKIES.


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Cookies are small text files that websites place on your Internet-connected device to uniquely identify your browser or to store information or settings in your browser, allowing them to I remember you when you return to our website and provide you with personalized experiences and advertising. We use different types of cookies on our website, including necessary cookies, performance cookies, functional cookies and targeting cookies.
You can view the types of cookies used on our website and edit your preferences by accessing the “Manage Cookies” link at the bottom of our Brand website. You can also edit your cookie preferences through your browser settings. When editing your cookie preferences, please note that your settings only apply to the browser you use to submit your opt-out request, so if you use multiple browsers or devices, you must Opt out on a browser-by-browser, device-by-device basis. Your opt-out is enabled using cookies, so after you opt-out, if you delete your browser's saved cookies on one device, you will need to opt-out again on that browser on that device.
Our websites are not designed to respond to “do not track” signals from browsers.


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We may use, disclose or process your personal information to promote our products and services in different ways, including targeting specific audiences. We work with third party advertising companies (such as advertising networks) to advertise on our behalf. These advertising companies may use cookies, pixel tags, and similar technologies to collect device identifiers, online or network activity information, commercial information, or inferences, such as information about the websites you visit over time and the ads you click on to deliver ads to you. You can opt out of cookie-based advertising throughout your visits to our website by editing your cookie preferences as instructed in Section HOW TO DO THEM I USE COOKIES. Please note that even if you opt out, you may still see advertising from us, but advertising will not be targeted to you based on the websites you visit over time and the ads you click on may become less relevant to you and your interests.
We also work with third-party platforms, including platforms operated by social networks, to display advertising to you or measure the effectiveness of our advertising. We may convert your email address, phone number or other information into a unique value and have these third-party platforms match this unique value to users on their platforms, or with other data they may have. This matching allows us to deliver advertising to you and others on these platforms. You can also ask us not to use your personal information in this way by emailing us at


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In offering and providing our products and services, your personal information may be transferred, stored or processed in countries other than the country in which it was originally collected ( such as the United States). Those countries may not have the same data protection laws as the country in which you are resident and your personal information will be subject to the appropriate foreign laws. When we transfer your personal information to other countries, we will protect it in the manner described in this Privacy Policy. We will also comply with applicable legal requirements to provide adequate protection for the transfer of personal information, such as entering into data transfer agreements, standard contractual clauses E.U., or other applicable data transfer mechanisms. If you have questions about our data transfers or would like to receive a copy of any applicable data transfer agreements (where required by law), you may make a request by emailing us at


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We maintain administrative, technical and physical safeguards designed to protect the personal information you provide against destruction, loss, alteration, access, disclosure or use. accidental, illegal or unauthorized use. We limit access to personal information on a need-to-know basis to employees and authorized service providers who require access to meet their job requirements.

We may also use third-party platforms, including platforms operated by social networks, such as Google, Facebook, Pinterest, WeChat, LINE, Kakao etc., to display interest-based advertising. We may convert your email address, phone number or other information into a unique value that those third parties can match to users on their platforms or to other data that they may collected from you. This matching enables interest-based advertising to be delivered on those platforms. To opt out of these advertisements, you must change your advertising preferences on those third-party platforms. These platforms may have their own privacy policies or notices, which we strongly advise you to review.


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In general, we retain personal information for as long as reasonably necessary to achieve the purposes outlined in this Privacy Policy. There are many factors we use to determine how long we retain personal information, for example:

  • the purposes for which personal information is collected, including providing our products and services;
  • your marketing preferences and how you interact with our Brands;
  • any legal or regulatory requirements applicable to personal information; and
  • whether the personal information is relevant to us in protecting our rights (for example, the applicable period).

For more information about our data retention policy, please submit a request by emailing us at


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Our products and services are designed for a general audience and are not intended for or directed to children.


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This Privacy Policy may be updated periodically and without prior notice to you to reflect changes in our personal information practices. We will post a notice on our website to notify you of any important changes to our privacy practices and indicate at the top of the Privacy Policy when it was most recently updated. .


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Data controller is the entity or entities responsible for establishing the purposes for which your personal information is processed. Data controllers in Vietnam are as follows:

Controller for all BrandRoyal Center, No. 235 D. Nguyen Van Cu, Nguyen Cu Trinh Ward, District 1, City. HCM.


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If you have any questions or comments about this Privacy Policy or if you wish to exercise your rights, you may contact our Data Protection Officer by emailing us at

If we need or are required to contact you regarding any event relating to your personal information, we may do so by postal mail, telephone, email or website notification. ours.