FAQ
1. Contact us
1.1 Telephone
You can contact us on +39 02-36264 536.
We are available from 9.00 am to 6.00 pm (CET) from Monday to Saturday, excluding bank holidays.
1.2 Email
You can e-mail us by completing the contact form. We will respond as soon as possible.
1.3 Bank holidays
· New Year (Jan 1st)
· Epiphany (Jan 6th)
· Easter (Apr 4th)
· Easter Monday (Apr 5th)
· National Liberation Day (Apr 25th)
· Labor Day (May 1st)
· Italian Republic Day (Jun 2nd)
· Virgin Mary Assumption (Aug 15th)
· All Saints (Nov 1st)
· Patron Saint of Milan (Dec 7th)
· Immaculate Conception (Dec 8th)
· Christmas (Dec 25th)
· Boxing Day (Dec 26th)
2. Online purchase
2.1 How to shop on jilsander.com
To freely consult our catalogue, select a category from the navigation menu or click on the search icon and type in a keyword/s.
Your can refine the results by using the filters within each categories.
To see the full product details, click on the picture of the item to open the product page, where you will find all available sizes and colors, images and other information.
When you have made your choice, select the size and color on the product page and click on "add to cart".
To proceed with your order, click on the cart in the upper right corner of the screen and then on "checkout".
Once you have completed our purchase, you will receive a confirmation e-mail containing your order details.
If you don't receive a confirmation e-mail, please check your spam folder. If you still can't find it, please contact us.
2.2 Checkout
You can complete your purchase on jilsander.com by logging in to your account or continuing as a guest.
You can use your account to log from all the Countries listed on site. Please make sure you are logging in from the same country you would like to ship to.
By creating an account on the Jil Sander website you can easily access your order details and speed up the checkout process.
2.3 Cancel or change an order
If you wish to cancel or change your order, please contact us within a few minutes of placing your order on +39 02-36264 536 or via e-mail by completing the contact us form located in the Contact Us section.
Unfortunately, once we begin processing your order, you will no longer be able to cancel or change it.
2.4 My order has been declined
If the system declines your order, please check that all the information entered is correct.
If all the information is correct, please contact your credit card issuer and then, if necessary, inform our customer service.
2.5 Pre-orders
Pre-ordering allows you to purchase an item that is not yet available in stock, but will soon be. An estimated delivery date is indicated on the product page of all pre-order items. This date may be subject to change due to production reasons.
- For orders containing both currently available and pre-order items the products will be shipped separately, but you will only be charged once for shipping.
- For orders containing pre-order items only that have different delivery dates, items will be shipped together on the latest estimated delivery date.
You will receive a confirmation e-mail as soon as your package has been shipped. You will be charged when you place the order.
2.6 Product price
Purchase on Jil Sander is reserved for private end customers.
Our prices include VAT in Europe, where applicable.
For the following countries, local taxes will be added at checkout: United States, Canada.
An invoice is issued for every order and will be sent with the parcel. You can also download it by logging in to your account.
Please note: once your order has been confirmed, it is not possible to change invoicing details or issue a new receipt that is different from the one that has already been issued.
2.7 Gift option
All our orders are delivered in branded 'Jil Sander' gift packaging.
By selecting the gift option you can include a personalized message for the person receiving the gift.
2.8 Packaging
All our orders are delivered in branded 'Jil Sander' gift packaging.
3. Account and registration
3.1 Advantages of creating a Jil Sander account
Creating an account on the Jil Sander website enables you to:
- receive special promotions
- save billing and shipping addresses to speed up the ordering process
- save credit card details to speed up the payment process
- save the contents of your cart
- create a wishlist
- easily access your details and order history.
3.2 Changing your account details
You can update your account details at any time by logging in your account and accessing the account details section. You can change all details except for the country you are registered in.
Click "save" to save all changes.
If you have forgotten your password, you will find a reset password link in all the areas in which your password is required.
Enter the e-mail address that you used to register to receive a password recovery form via e-mail within a few minutes.
3.3 How to create an account
To create an account, simply indicate your name, surname, e-mail address, a password and your date of birth.
You can also register right after a purchase by simply inserting a password. The details that you entered at the checkout will then be saved to your account.
You will not need to create a new account to purchase from another Country. You can use the same credentials but your preferred payment methods and shipping addresses saved to your profile will not be visible.
If you can not access your account, please try changing your password using the Forgot Password link.
3.4 How to delete an account and unsubscribe from the newsletter
To delete your account, please contact us at privacy@jilsander.com
To unsubscribe from the newsletter please click on the Unsubscribe option at the bottom of our newsletters.
3.5 The European GDPR regulation
Jil Sander guarantees greater transparency and protection of your personal data in accordance with the European regulation for the protection of personal data (GDPR), applicable as of May 25th, 2018.
To find out more about your rights, please refer to the relevant articles and our privacy policy or contact us at privacy@jilsander.com
What are my privacy rights and how can I exercise them?
In accordance with the European General Data Protection Regulation, Jil Sander allows you to:
- withdraw consent to use your personal data or request its rectification at any time;
- obtain access to your personal data and information regarding its use, including a copy of your personal data;
- delete your personal data or discontinue its use by Jil Sander, under certain conditions;
- obtain data portability, if technically feasible;
- deny consent to the processing of your personal data for marketing purposes;
- submit a complaint to the competent supervisory authority, including the Italian supervisory authority, to request verification or report a violation.
Who is the Data Protection Officer (DPO) and how can I contact them?
The Data Protection Officer (DPO) is an expert in the protection of personal data, whose task is to provide companies with consultancy services regarding privacy and to verify that personal data is treated in a lawful and relevant manner.
You can contact us at privacy@jilsander.com
If you have any doubts or questions, you can contact us on +39 02-36264 536 or via e-mail by completing contact form.
We are available from 9.00 am to 6.00 pm (CET) from Monday to Saturday, excluding bank holidays.
4. Payments and refunds
4.1 Payment methods
Jil Sander accepts the following payment methods: Visa, MasterCard, JCB, AmericanExpress, China Union Pay, Diners, Discover.
Jilsander.com offers a fast purchase service, which allows you to save your payment methods details for future purchases.
Payment details are collected through the most advanced technological coding system (SSL) and our online store uses a secure Trustwave and GeoTrust certified server to guarantee maximum protection.
4.2 Payment charges
Payment is usually processed in two steps:
- authorisation: the customer's payment details are verified and the order amount is reserved
- acquisition: the reserved amount is transferred from the customer’s account to the Jil Sander account
By default, payments are pre-authorized when the order is placed and captured as soon as the item is shipped.
4.3 Refunds
Once we have received your return at our warehouse and checked that it is eligible for a refund, you will receive a confirmation e-mail. Your refund will be issued on the same day as confirmation.
The refund will be issued through our payment gateway upon receiving the return confirmation e-mail and will take up to 7 working days to process. How long it takes for the credit to show on your account will depend on your credit card issuer.
5. Shipping and returns
5.1 Shipping times and costs
Express Shipping
Estimated delivery time:
Order received in 1-2 working days 22€
Shipping is complimentary for orders over 300€.
You will receive a tracking number as soon as your parcel has shipped.
Deliveries will be completed during business hours from Monday to Friday, excluding holidays.
If the parcel is not deliverable on the first attempt, the courier will attempt to deliver it another two times.
All orders are processed automatically and associated to the selected shipping method.
It is not possible to place orders with a shipping country that is different from the country you have chosen for navigating the website.
Shipping is DDU (delivered duty unpaid) for all countries requiring custom taxes, except for Australia, Canada, Hong Kong, Singapore, South Korea and UAE for which shipping is DDP (delivered duty paid).
5.2 Where we ship to
You can choose your shipping country by clicking on the top right-hand corner of the website.
The order must be placed on the website of the country you wish to ship to. If you select another shipping country your shopping bag may be modified or emptied.
If you chose Home Delivery, the order will be delivered by courier during working hours. We remind you that someone needs to be present at delivery to sign for the package.
After the a failed delivery attempt, the courier will leave a note with instructions on further delivery attempts, or take your package to the nearest Access Point, if there is one in your area.
5.3 Shipping to multiple addresses
It is not currently possible to deliver an order to more than one address.
If you wish to ship to two or more different addresses, please place a separate order for each destination.
5.4 Shipping to P.O. boxes or general delivery
We are currently unable to ship orders to general delivery and P.O. boxes.
Orders placed for these types of address will be cancelled automatically.
5.5 Signature on delivery
For security reasons, all purchases made on jilsander.com will require the customer, or a delegate over the age of 18, to sign for delivery.
If delivery is unsuccessful on the first attempt, the courier will attempt to deliver the parcel another two times. If all three attempts fail, the parcel will be shipped back to our warehouse and a related refund will be issued.
The courier will ask the person who collects the parcel to present a valid identity document.
5.6 How to track your shipment
You can track shipment of your order via the tracking number provided in the shipping confirmation e-mail.
If you are a registered user, you can check the status of your order and the tracking number under order status in your account.
5.7 Choose delivery date
Unfortunately, it is not possible to choose a specific date and time of delivery. You can contact DHL (www.dhl.com) directly to find out if it is possible to request a specific delivery date.
5.8 Returns and exchanges
You can return or exchange any item ordered on jilsander.com, except for fragrances, publications and final sales within 14 days of the delivery date.
Items must be returned in their original condition and in their original packaging.
To make a return or exchange request, please follow the instructions below:
1. Make sure the items are in the same condition as you received them, with all the tags and security seals untouched and attached. Boxes, dust bags and other packaging must be returned with the items.
2. Complete the return request form in the orders and returns section of your account if you are a registered user, or in the customer service section of the website if you do not have an account, to activate the return and refund or exchange process. A confirmation message will be displayed to confirm that the return/exchange request has been completed correctly and You will receive an email confirmation.
3. Put the items that you want to return or exchange in a box, preferably the original one, and make sure that it is properly sealed.
4. Arrange your parcel collection or drop off with the courier using the pre-printed return label in the package.
5. You can check the status of your return at any time in the customer service section under order status, or in the orders and returns section of your account
6.Your refund will be issued as soon as the return has been received and checked by our warehouse. You will receive an e-mail after the return is accepted and the refund is confirmed. We kindly remind you that the refund timeframe will depend on the payment method used at the moment of purchase.
7. In case of an exchange, you will receive an e-mail confirmation as soon as the new size or color is shipped out. We kindly remind you that your exchange request might be cancelled if the new size/color is no longer available. A related refund will be issued accordingly.
Jil Sander S.p.A. reserves the right not to accept returns that have not been properly requested or shipped within the returns time limit or if they are not in the same condition in which they were delivered (see point 1.).
We also remind you that if you decide to return the product without using the return shipping label supplied by Jil Sander S.p.A., the return shipping costs will be at your expense and will not be refunded. In this case, we advise you to entrust the return shipping to a secure courier and retain the receipt as proof of shipping.
5.9 Returns and exchanges online form
If you are a registered user, you can complete the return request form in the returns and exchanges section of your account to activate the return and refund process.
If you are not a registered user, you can go to the returns and exchanges section to activate the return and refund process. Make sure you have the order number from your order confirmation e-mail because it will be required to complete your return/exchange request.
Items must be returned to the courier within 14 days of the delivery date of your order.
5.10 Returns and exchanges acceptance
Once we have received your return and checked that all the requirements have been met, you will receive a confirmation e-mail.
6. Product information and sizing
6.1 How to select your size
For information on sizes we suggest you consult our "size guide" by clicking on the link on the product page.
6.2 Product sizing
The size shown on the item's label is indicated on every product page and converted into your country's corresponding size. To search for the size that interests you, please use our Size Chart which can help you find the right fit.
6.3 Authenticity and counterfeiting
Jil Sander sells its merchandise exclusively through the following limited channels of distribution:
- Jil Sander boutiques
- Jil Sander online store at jilsander.com
- Jil Sander outlet stores
- Authorised department stores and their websites
- Authorised specialty stores
- Authorised online retailers
Jil Sander does not sell its merchandise through individuals, street vendors, unauthorised retail locations or unauthorised websites.
In an effort to protect its valuable brand and loyal customers, Jil Sander reserves the right to refuse the sale of Jil Sander products to individuals engaging in reselling or transhipment activities. Please contact us to report counterfeiters and unauthorised distributors of Jil Sander merchandise.
With regard to the authenticity of items sold online or in store, we do not authenticate products over the phone or by e-mail.
The only way to ensure that the items you purchase are authentic and safe is by purchasing them in Jil Sander boutiques and the online store (jilsander.com) or from our authorized distribution network.
6.4 Care and repair
For items purchased on jilsander.com, contact our customer service team by calling +39 02-36264 536 or via e-mail by completing contact form.
For items not purchased on jilsander.com please refer to the Jil Sander store or authorised retailer where the item was purchased.
6.5 Fragrances
Jil Sander fragrances are no longer available in Jil Sander boutiques or on jilsander.com.
Please visit https://www.jilsanderfragrances.com for more information on Jil Sander fragrances.
Fragrances are available only in Austria, Benelux, Czech Republic, Gernamy, Poland, Switzerland