Cracked Jo Malone Candle-No customer service

I received a Jo Malone candle as a gift. The person I received it from didn't keep a slip or remember where she bought if from. I've used it many times but when I last used it, it burnt for less than an hour and the glass cracked. I've tried all the channels to try and get hold of them. Chat bot on the website, email and WhatsApp. Without an order number, I can't get a replacement. So incredibly frustrating especially since the actual product is faulty.

Just know that when getting any Jo Malone products, the "customer service" is non-existent.