To further support your business, we’re introducing a new 3-day Service Level Agreement (SLA):
If a garment cannot be produced for any reason, you’ll be notified within three business days of order placement via email and phone.
- Example: Order placed on Friday before 5 pm CT → Notification by end of the day the following Wednesday (excluding weekends and holidays).
- Note: The first business day is the non-weekend day following an order placed before 5 pm CT. If an order is placed after 5 pm CT, the first business day is two non-weekend days after the order is placed.
When notified within the three-day window, your Client has the right to keep their order, change it, or cancel it.
- If your Client chooses to keep their order, we’ll notify you of the Estimated Time of Arrival (ETA) of the fabric, and you can proceed to place the order then.
- However, if there is a second delay to this order, due to any component (fabric, lining, or trims) being out of stock, the Client will receive the garment for free and with an additional $300 J.Hilburn credit toward his next order.
- You will receive your volume and commission on the original garment value.
If you are not notified within the 3-day notification window, you’ll still receive a notification as soon as possible. As a resolution:
- We will offer you priority support in resolving the issue.
- The Client gets a replacement garment of equal or lesser value for free. For example, if he ordered a jacket and it cannot be made, he can order another jacket of equal or lesser value or a different garment of equal or lesser value for free.
- You will receive your volume and commission for the original garment value.
For any questions, please reach out to the Stylist Success Team.