FAQS
1. Contact us
  • 1.1 Telephone

    You can contact us on 1-877-593-0523.
    We are at your disposal from Monday to Friday, from 9.00 am to 6.00 pm (NYC), excluding bank holidays.

  • 1.2 Email

    You can email us by completing contact form. We will respond to your email as soon as possible from Monday to Friday, from 9.00 am to 6.00 pm (NYC), excluding bank holidays

  • 1.3 Bank holidays
    • New Year's Day (Jan 1st)
    • Martin Luther King Day (Jan 20th)
    • Easter Sunday (Apr 12th)
    • Memorial Day (May 25th)
    • Independence Day (Jul 4th)
    • Labor Day (Sep 7th)
    • Columbus Day (Oct 12th)
    • Veterans Day (Nov 11th)
    • Thanksgiving Day (Nov 26th)
    • Christmas Day (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.

    To see all the details of an article, click on the picture to open the product page, where you will find more images and details about that item.
    When you have made your choice, select your size from 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".

    If you have any doubts or questions, you can contact us on 1-877-593-0523, 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 (NYC), excluding bank holidays.

  • 2.2 How to place an order

    Orders can be placed directly on jilsander.com
    Our customer service is available from Monday to Friday, 9.00 am to 6.00 pm (NYC), excluding bank holidays.
    You can contact us on 1-877-593-0523 or via e-mail by completing the form you will find in the Contact us section.

  • 2.3 Cancel or modify an order

    If you wish to cancel or modify your order, please contact us within a few minutes of placing the order on the free phone number 1-877-593-0523 or via e-mail by completing the form you will find in the Contact us section.

    Once your order starts being processed, we will no longer be able to cancel or modify it.

  • 2.4 My Order has been declined

    If the system has declined your order, please contact your bank and then, if necessary, inform our customer service.

  • 2.5 Pre-order

    Pre-ordering is the reservation of an item that is not yet available for sale, but will be soon. An estimated delivery date is indicated on the product page for each pre-order item.

    - For orders consisting both currently available and pre-order items the products will be dispatched on two different dates, but you will only be charged once for the shipping fees.
    - For orders that contain pre-order items only but have different delivery dates the products will be shipped together on the latest estimated delivery date.

    You will receive a confirmation e-mail as soon as your package has shipped. Pre-order items can only be purchased by credit card. Your card will be charged at the moment of transaction.

  • 2.6 Products not available online

    If you are looking for a product that is not available in our online store, you can contact us on the free phone number 1-877-593-0523 or via e-mail by completing the form you will find in the Contact us section to receive more information.
    Our customer service is available from Monday to Friday, 9.00 am to 6.00 pm (NYC), excluding bank holidays.

  • 2.7 Product price

    The purchase on Jil Sander is reserved for private end consumers.
    Our prices include VAT in Europe, where applicable.
    For the following countries, local taxes will be added at the point of checkout: Australia, Canada, Japan, South Korea, Switzerland, United States.

    A receipt is issued for each order; the document will be sent as an attachment to the shipment confirmation e-mail.
    Please note: once your order has been confirmed, it is not possible to change the invoicing details or issue a new receipt that is different from the one already issued.

3. Account and registration
  • 3.1 Advantages of creating a Jil Sander account

    Creating an account on Jil Sander website enables you to:
    1. receive special promotions
    2. save various billing and shipping addresses to speed up the ordering process
    3. save credit card details to speed up the payment process
    4. save the contents of your cart
    5. create a wishlist
    6. easily access your details and order history.

  • 3.2 Changing your account details

    You can update your account details at any time by going to 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 data is requested.
    Enter the e-mail address that you used to register to receive the required information via e-mail within a few minutes.

  • 3.3 How to create an account

    To create an account, simply indicate your name, e-mail address and a password.
    You can register right after a purchase by simply inserting a password: the data that you entered at the check out will then be saved to your account.

  • 3.4 The European GDPR regulation

    Jil Sander guarantees greater transparency and protection of your personal data in accordance with the European regulation on the protection of personal data (GDPR), applicable as of May 25th, 2018.

    For detailed information regarding your rights, please refer to the related articles and our privacy policy, or contact us at privacy@jilsander.com

    What are my rights regarding privacy and how can I exercise them?

    According to the European general data protection regulation, Jil Sander allows you to:
    - withdraw your consent to the treatment of your personal data, or request its rectification at any time;
    - obtain access to your personal data and information regarding its treatment, 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 a 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 consultancy services regarding privacy to companies, 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
  • 4.1 Payment methods

    Jil Sander accepts the following payment methods: Visa, Mastercard, Visa Electron, PayPal, Maestro, American Express, JCB, Discover

    Jilsander.com offers a fast purchase service, which allows you to save your credit card details for future purchases.

    Payment data is collected through the most advanced technological coding system (SSL) and our store uses a secure Trustwave and GeoTrust certified server to guarantee maximum protection.

  • 4.2 Payment charges

    Payment usually occurs in two steps:
    - authorisation: the customer's payment details are verified and the order amount is reserved.
    - aquisition: the reserved amount is transferred from the customer’s account to the Jil Sander's account.
    As a default setting payments are processed immediately after the authorisation.

    Only products actually shipped will be charged.
    The payment will be shown on the statement as Drop S.r.l.

  • 4.3 Refunds

    Once we have received your return and checked that all the requirements have been met, you will receive a confirmation e-mail. The refund will be requested on the same day of acceptance.

    The amount will be refunded through our payment gateway upon receiving the return confirmation e-mail and will take up to 7 working days to process.
    The time it takes to restore the credit back to your account depends on the credit card issuer.

5. Shipping and returns
  • 5.1 Shipping times and costs

    Express shipping (DHL courier)

    Estimated delivery time:
    United States: express shipping with delivery in 2-6 working days $28,00.

    You will receive a tracking number as soon as your parcel has shipped.

    Deliveries will occur during business hours from Monday to Friday, holidays excluded.

    If the parcel is not deliverable on the first attempt, the courier will attempt to deliver it again 2 more times.
    All orders are processed automatically and associated to the selected shipping method.

    If you wish to receive more information on your shipment, you can contact us on the free phone number 1-877-593-0523, or via e-mail by completing the contact form. We are at your disposal from Monday to Friday, from 9.00 am to 6.00 pm (NYC), 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 (deliveded duty unpaid) for all the countries that require custom taxes, except for United States and Japan for which shipping is DDP (delivered duty paid)

  • 5.2 Where we ship to

    Jil Sander ships to 32 countries.

    You can choose your shipping country by clicking on the top right–hand corner of the website, or during checkout.

    The order must be made directly from the website of the country to which it will be delivered.
    If you select another shipping country your shopping bag may be modified or emptied.

  • 5.3 Delivery to the store

    Currently it is not possible to deliver products purchased online to any of our stores.
    We can only deliver to private or business addresses.

  • 5.4 Shipping to multiple addresses

    At the moment it is not possible to deliver an order to more than one address.
    If you wish to ship to two or more different addresses, please place an order for each destination.

  • 5.5 Signature on delivery

    For security reasons, all purchases made on jilsander.com will require the signature of the customer, or a delegated person over the age of 18, at the time of delivery.

    If the parcel is not delivered on the first attempt, the courier will attempt to deliver it again two more times. If all three attempts fail, the parcel will be shipped back to our warehouse.

    The courier may ask the person who collects the package to present a valid identity document.

  • 5.6 How to track your shipment

    You can track the shipment of your order via the tracking number provided by the courier.

    If you are a registered user, you can find the status of your order and the tracking number under order status in your account.

  • 5.7 Returns and exchanges

    You can return, exchange, or request a refund for any item ordered on jilsander.com within 14 days of the delivery date.

    Items must be returned in their original condition and in their original packaging.

    To request a return or an exchange, please follow the instructions below:

    1. Make sure the products are in the same condition as you received them, with all the tags and security seals untouched.
    Boxes, dust bags and other packaging must be returned with the items.
    It's not possible to return or exchange customized items, earrings or clothing that has had the hygienic seal removed, where provided. This does not affect the customer’s rights according to the law.

    2. Complete the return form in the orders and returns area of ​​your account or in the customer service area, to activate the return and refund or exchange process. You will receive your return number or, in the case of a change, the new order number.

    3. Put the items that you want to return or exchange in a box, preferably the original one, and make sure that it's 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, you can download it from the link that you will find in your return confirmation e-mail.

    5. Contact DHL to schedule collection of 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 area under order status, or in the orders and returns area of your account

    7. Your refund will be issued as soon as the return has been received and has checked in our warehouse.

    Jil Sander S.p.A. reserves the right not to accept returns that have not been communicated or shipped within the returns time limit or, if they are not in the same condition in which they were delivered to you (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.

  • 5.8 Returns and exchanges form

    If you are a registered user you can complete the return form in the returns and exchanges area of your account or in the customer service area, to activate the return and refund process.

    If you are not a registered user, you can go in the returns and exchanges area, to activate the return and refund process. Remember to have the order number from your order confirmation e-mail ready, as it will be required for a return/exchange request.

    In both cases, you will receive your return number or, in the case of an exchange, your new order number.

    The products must be returned to the courier within 14 days from the date on which you completed the return form.

  • 5.9 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 Product details

    To see all the details of an item before proceeding with the purchase, click on the product photo to open the product page.
    On the product page you will find more photos and you will find all the available information in the "details" section.

  • 6.2 How to identify your size

    For information on sizes we suggest you consult our "size guide" by clicking on the link on the product page.

  • 6.3 Product sizing

    On every women’s product page German sizes from the product label are displayed.
    Men’s sizes are Italian sizes.
    To check the right size you can consult our "size guide" link on the product page.

  • 6.4 Find in store

    The "Find in store" section allows you to see if the item you are looking at is available in one of our flagship stores worldwide.
    Once you have selected your size, you will see a list of stores where it is available.

    We suggest you to contact the store in advance to check availability of stock. Please note that the availability listed in the "Find in store" section is subject to change.

7. Care and repair
  • 7.1 How to repair an item

    For items purchased on jilsander.com, contact us via our customer service, by calling the free phone number 1-877-593-0523, or via e-mail by completing the contact form, we are at your disposal from Monday to Friday, from 9.00 am to 6.00 pm (NYC), excluding bank holidays.

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