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FAQ
1. Contact us
You can contact us on 0120360059.
We are at your disposal from Monday to Friday, from 9.00 am to 6.00 pm (HKT), excluding bank holidays.
You can email us by completing the contact form.
We will respond to your email as soon as possible from Monday to Friday, from 9.00 am to 6.00 pm (HKT), excluding bank holidays
- New Year's Day (Jan 1)
- Lunar New Year (Feb 1)
- The Second Day of Lunar New Year (Feb 2)
- The Third Day of Lunar New Year (Feb3)
- Ching Ming Festival (Apr 5)
- Good Friday (Apr 15)
- The Day Following Good Friday (Apr 16)
- Easter Monday (Apr 18)
- Labour Day (May 1)
- Labour Day Holiday (May 2)
- Birthday of Buddha (May 8)
- Birthday of Buddha Holiday (May 9)
- Tuen Ng Festival (Jun 3)
- HKSAR Establishment Day (Jul 1)
- The Day Following Mid-Autumn Festival (Sep 12)
- National Day (Oct 1)
- Chung Yeung Festival (Oct 4)
- Christmas Day (Dec 25)
- The First Weekday After Christmas Day (Dec 26)
- Christmas Holiday (Dec 27)
2. Online purchase
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.
If you have any doubts or questions, you can contact us on 0120360059, or via e-mail by completing contact form.
We are at your disposal from Monday to Friday, from 9.00 am to 6.00 pm (HKT), excluding bank holidays.
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.
Our customer service is available from Monday to Friday, 9.00 am to 6.00 pm (HKT), excluding bank holidays.
You can contact us on 0120360059 or via e-mail by completing the form you will find in the Contact us section.
If you wish to cancel or change your order, please contact us within a few minutes of placing your order on 0120360059 or via e-mail by completing the 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.
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.
If you have any doubts or questions, you can contact us on 0120360059 or via e-mail by completing contact form.
We are available from 9.00 am to 6.00 pm (HKT), from Monday to Friday, excluding bank holidays.
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; it is possible to receive a cancellation if the item is not available.
- 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.
The "Find in store" section allows you to check if the item is available in one of our stores.
Once you have selected your size, you will see a list of stores where the item is available.
We suggest you contact the store to make sure the item is available in stock.
Please note that availability listed in the "Find in store" section is subject to change.
When an item is not available for direct purchase on the website, you can check its availability in Jil Sander stores by clicking on the 'Find in store' button on the product page.
Once you have selected the size you require from the menu on the right, you can click on the 'Reserve in store' button to send a reservation request to the relevant store.
When your message is received, the store will respond to confirm your reservation and arrange pick-up or shipping for the reserved item.
Please note that availability listed in the "Reserve in store" section is subject to change.
Our customer service team is available from 9.00 am to 6.00 pm (HKT), from Monday to Friday, excluding bank holidays.
You can contact us on 0120360059 or via e-mail by completing the form located in the Contact Us section.
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: Australia, South Korea, Switzerland.
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.
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.
All our orders are delivered in branded 'Jil Sander' gift packaging.
3. Account and registration
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.
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.
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.
To delete your account, please contact our customer service team from 9.00 am to 6.00 pm (HKT), from Monday to Friday, excluding bank holidays.
You can contact us on 0120360059 or via e-mail by completing the form located in the Contact Us section.
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
4. Payments and refunds
Jil Sander accepts the following payment methods: Visa, Mastercard, Visa Electron, PayPal, Maestro, American Express, JCB
Jilsander.com offers a fast purchase service, which allows you to save your credit card 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.
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 captured immediately after authorisation.
The payment will appear on your statement as Jil Sander Drop S.r.l.
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
Express shipping (DHL courier)
Estimated delivery time:
Japan: express shipping with delivery in 3-5 working days ¥ 2400.
Free shipping for orders over ¥ 39000.
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.
If you would like to receive more information regarding your shipment, you can contact us 0120360059, or via e-mail by completing the contact form.
We are available from 9.00 am to 6.00 pm (HKT), from Monday to Friday, excluding bank holidays.
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 United Kingdom, United States, Canada, Japan, Malaysia, Vietnam, Thailand, Singapore and UAE for which shipping is DDP (delivered duty paid).
Jil Sander ships to 37 countries.
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.
It is not currently possible to deliver or return products purchased online to any of our stores.
We can only deliver to private or business 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.
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.
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.
The courier will ask the person who collects the parcel to present a valid identity document.
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.
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.
You can return, exchange or request a refund for any item ordered on jilsander.com within 14 days of the delivery date.
All purchases made on jilsander.com between november 22nd and december 31st can be returned until january 31st.
We are sorry to inform that our exchange service is temporary suspended. If the item does not suit your expectation, we kindly invite you to return it.
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. It is not possible to return or exchange customized items, publications and the leather cream. This does not affect the customer’s statutory rights.
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.
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. Attach the pre-printed and pre-paid return label that was inside your original package to the box. If you have lost your return label, please contact our customer service team.
5. Contact DHL to arrange pick-up for the package at https://www.logistics.dhl/global-en/home/contact-us.html.
6. 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
7. Your refund will be issued as soon as the return has been received and checked by our warehouse. 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 DHL 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.
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.
Once we have received your return and checked that all the requirements have been met, you will receive a confirmation e-mail.
Shipping for United Kingdom is DDP (delivered duty paid)
6. Product information and sizing
For information on sizes we suggest you consult our "size guide" by clicking on the link on the product page.
Sizes displayed on women's product pages are German sizes.
Men’s sizes are Italian sizes.
To check which size you require, you can consult our "size guide" link on the product page.
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.
For items purchased on jilsander.com, contact our customer service team by calling 0120360059 or via e-mail by completing the contact form.
We are available from 9.00 am to 6.00 pm (HKT), 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.
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, Germany, Poland, Switzerland