Category: Orders & Inventory

• Remake: each customer is entitled to up to two complimentary remakes for custom shirts, suiting, casual bottoms, knits, and outerwear. Remakes are intended for a Client who is experiencing fit issue which can not be resolved by an alteration.
• Return for JH Credits:  a client can choose to return a garment for JH credits if he is not interested in an alternative fabric or remake. JH Credits are automatically applied to a client’s account once the original garment has been received at the warehouse. Processing time for JH credits is 7-10 business days after shipping. Stylist will be clawed back the associated commission on a return for JH credits. 

• Refund: Refunds will only be issued to the original payment method. Processing time for refunds is 7-10 business days after the garment has been received in our warehouse. Stylist will be clawed back the associated commission on a refund.

• If a stylist is placing a remake and the fabric is out of stock, Green Room will display a field for selecting a new fabric in the same category.  After selecting a fabric, the stylist can proceed with the remake with the new fabric. Based on his fabric selection, the client will charged for any price changes from the original order to the remake.  If the Client does not like any of the available fabrics the stylist will need to process a refund. 

On the final screen of the remake process, stylists have the ability to select a Rush or Extreme Rush Fast Pass and charge the Client accordingly. 

CUSTOM REMAKES

• All remake and alteration requests should be placed through your personal Stylist within 90 days of the order’s ship date. If you do not have a Stylist, please reach out to our Support team at support@jhilburn.com.
• All remakes are reviewed by our Fit Advice team to ensure that remaking the garment is the best option. If we determine that the desired changes can easily be altered by a local tailor, we will contact you.
• Please note, that a remake means that we will produce a brand-new custom garment for you. This will take approximately 3 weeks for custom shirts, knits, and casual bottoms, and around 5 weeks for suiting and outerwear.
• Each customer is entitled to a maximum of two complimentary remakes for custom shirts, suiting, casual bottoms, knits, and outerwear. One should be enough, but we offer two, just in case.
• In exceptional circumstances additional remakes may be approved if an item is lost in transit, arrives with a manufacturing defect, or has dimensions outside of our accepted tolerances. These exceptions must be approved by our Fit Advice team.
• Remakes are subject to fabric availability. If your original fabric is unavailable a remake can be placed with an alternative fabric of equal or lesser value. If an alternative fabric is not available, the item can be returned for a refund.
• Once your remake request is submitted, we will provide you with a shipping label to return your original items. If we do not receive your returns within 30 days, we’ll assume you’re keeping the items and charge the credit card we have on file
• If your body measurements change significantly after your order is placed the terms and conditions of this remake and return policy no longer apply. In these circumstances, we will review on a case-by-case basis.

CUSTOM RETURNS

We will accept returns of shirts, knit tops, and casual pants that have been laundered once or twice. We encourage you to launder these items to remove normal garment shrinkage so that you can better evaluate the fit. However, J.Hilburn is unable to accept returns or remakes on Custom Garments that have been altered, damaged or show signs of excessive wear.

• All requests for returns need to be made within 90 days from the garment’s ship date.
• Refunds can only be issued to the original form of payment within 90 days of the original order.
• Processing time for refunds is 7-10 business days after the garment has been received in our warehouse.
• JH Credits can be redeemed to the original form of payment within 90 days of the original invoice.
• J.Hilburn is not liable for returns that are lost in transit. Please keep a record of the tracking information when returning garments.

If you believe your client’s garment was produced in error, please follow the process outlined on our factory error process page.

Order Investigation Process

• Remakes will now be approved for styling or personalization changes. Please note: a styling remake will count the same as a fit remake when calculating a stylist’s remake rate for Golden Tape.

• We find that the best Client experience is achieved by confirming a new fit before proceeding with multiple remakes in a category. For this reason, we ask that the client choose the fabric he would like to proceed with first. Once his fit is confirmed the remaining garments can be remade.