1.1 Telephone

You can contact us on 0120-998-519.

We are available from 10.00 am to 7.00 pm (JST) from Monday to Friday, 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

·     Coming of Age Day (Jan 9th)

·     National Day (Feb 11th)

·     Emperor's Birthday (Feb 23rd)

·     Vernal Equinox Day (Mar 21th)

·     Shōwa Day (Apr 29th)

·     Constitution Memorial Day (May 3rd)

·     Greenery Day (May 4th)

·     Children's Day (May 5th)

·     Marine Day (Jul 17th)

·     Mountain Day (Aug 17th)

·     Respect for the Aged Day (Sep 18th)

·     Autumnal Equinox Day (Sep 23rd)

·     Sports Day (Oct 9th)

·     Culture Day (Nov 3rd)

·     Labour Thanksgiving Day (Nov 23rd)

·     New Year holidays (Dec 29th to Jan 3rd)

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 0120-998-519 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.

3.1 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 0120-998-519 or via e-mail by completing contact form. We are available from 10.00 am to 7.00 pm (JST) from Monday to Friday, excluding bank holidays.

4.1 Payment methods

Jil Sander accepts the following payment methods: Visa, MasterCard, JCB, AmericanExpress, Diners, Discover, COD (Cash on Delivery).

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 COD payments

You can choose to pay your order with COD, for orders of maximum 300,000¥

COD fee: 350¥

Regarding refusal to receive cash on delivery: If the customer refuses to receive the product purchased by cash on delivery for personal reasons (without a valid reason), we will charge the shipping fee for the product and the cash on delivery fee.

Regarding long-term absence of cash on delivery: If the customer does not receive the product purchased by cash on delivery due to long-term absence, etc., the product will be returned to our warehouse from the shipping company and shipping charges will be incurred. Please be aware that if you wish to have the item resent, you will be responsible for the new shipping fee as well as the return shipping fee when the item is returned to the warehouse.

4.4 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.IIf you selected COD, you will be contacred from our customer service to arrange the refund to a new payment method.

5.1 Shipping Time and Shipping Charges

Once your order has been shipped, you will receive a confirmation email with your order tracking number.

All details regarding your order can be found in the "Orders" section of Jilsander.com or in the "My Account" page.

Please note that the delivery date and time is an estimate from the time of shipment, not the time of your order. We are not responsible for unforeseen delays that are beyond our control.

Please allow 5-9 days for delivery if you have not specified a delivery date and time, and 10-14 days if you have specified a delivery date and time.

Shipping fee is 2,200 yen per order, and free of charge for orders over 39,000 yen. Shipping is free for orders over 39,000 yen.

Most of our products are shipped internationally from our warehouse in Italy. Please allow approximately one week after receiving the shipment confirmation e-mail for tracking of your package by the shipping company. Please note that there may be cases where delivery cannot be made even on the estimated arrival date due to an increase in the volume of goods, traffic or weather conditions. Delays are especially likely during the year-end and New Year holidays. We apologize for any inconvenience caused.

Please be aware of the following points when using the Cash on Delivery service.

If a customer refuses to receive an item purchased by COD (Cash on Delivery) for any reason (without justifiable reason), the customer will be billed for the delivery charge and the COD fee. Please note that in such cases, the customer will be billed for the return shipping costs for both delivery and return shipping (including items that qualify for the free shipping campaign).

In the event that a customer is absent for an extended period of time and does not pick up an item purchased by COD, the item will be returned to our warehouse by the delivery company and the customer will be charged for the shipping cost. If the customer wishes to have the items resent, please be advised that the customer will be responsible for the resending fee as well as the return shipping fee when the items are returned to our warehouse.

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

It is possible to choose a delivery date between 9 and 14 days from the order date.

5.8 Returns and exchanges

Products purchased from jilsander.com (excluding books, fragrances, leather creams, accessories, especially earrings, custom-made products and sale items) can be returned or exchanged within a period of 14 days from the date of delivery.

Fragrance products cannot be returned or exchanged by the customer, except in the case of defective products due to initial damage. (Defective products must be notified within 14 days including the date of delivery).

Returns will only be accepted if the goods are in the same condition and packaging as when delivered. To request a return or exchange, please follow these steps.

1. ensure that the goods are in the same condition as when you received them and that all tags and opening prevention seals are attached. Boxes, bags and other packaging must also be returned together with the goods. products ordered from jilsander.com (excluding books, leather creams, accessories, especially earrings and custom-made products) may be returned or exchanged within a period of 14 days from the date of delivery. 2.

2. request a return or exchange using the Customer Service returns form on the site

3. package the returned goods in the original box and enclose this delivery note (a photocopy is also acceptable); 4.

The customer must return the goods to the following address within 14 days, including the date of delivery, using either Sagawa Express, Yamato Transport or Japan Post (Yu-pack), postage collect.

Return address

Jil Sander Japan Online Store, 5-13 Chidori-cho, Ichikawa, Chiba 272-0126, Japan TEL : 0120-998-519

5. the status of your return can be checked at any time in the Customer Service section “Order Status” or in the “Orders and Returns” section of your My Account

6. for item exchanges, you will receive a confirmation email as soon as the new size or colour has been dispatched. Please note that if the size or colour you require is out of stock, the exchange may be cancelled. In such cases, a refund will be issued, depending on the circumstances.

Jil Sander S.p.A. will refuse the return of any item that has not been properly requested or dispatched within the return period or is in a different condition to when delivered (see item 1.).

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.

6.1 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 0120-998-519 or via e-mail by completing the contact form. We are available from 10.00 am to 7.00 pm (JST) from Monday to Friday, excluding bank holidays.

For items not purchased on jilsander.com please refer to the Jil Sander store or authorised retailer where the item was purchased.