J.Hilburn Newsroom

Category: Resources

Your knowledgebase for all how-tos, FAQs, and communication.

  • Digital Appointment: Zoom Tips

    If you are accessing this page through School of Style and you want to watch the video tutorials included in this article, you must view this webpage directly through the Newsroom. Go to the Newsroom via the Green Room, then search “How to Use Zoom”, or copy and paste the following link into your web browser: https://newsroom.myjhilburn.com/digital-appointment-zoom-tips/

    Getting Started with Zoom to Master the Digital and Virtual Appointment

    1. Create a Zoom Account

    Create a free Zoom Account from your Desktop computer: Zoom Signup, or download the app to your mobile device. Free Zoom accounts if your meeting has 3 or fewer members.

    1. Schedule A Meeting:

    Once you’ve created an account through Zoom, watch this video explaining how to schedule a meeting between you and your Client: How to Schedule a Meeting in Zoom

    1. Invite your Client to the Meeting:

    In the video above, it explains that you can either select a Calendar service to send out an invite to your Client, or you can easily copy and paste a link to the meeting to share with your Client. Just include the link in an email draft you’ve already started for your Client.

    1. Join the Meeting:

    When it’s time to start the meeting, you can do either of the following to join:

    • Go to zoom.us, then click Join Meeting and enter the meeting ID, which is included in the email you’ve sent to your Client.
    • Pull up the meeting invite through your Calendar service and find the link there.
    1. Optional: Share your Screen with your Client

    Watch this video that explains how to share your screen during the meeting: Sharing Your Screen in Zoom. This feature is especially helpful if you plan to use J.Hilburn.com during the virtual appointment to shop with your Client. Note: If this seems too complicated for you, don’t stress, just skip this step. What works for some Stylists or Clients won’t work for others.

    Basic Troubleshooting Tips:

    I can’t hear my Client, or my Client can’t hear me

    • You or your Client may be muted in Zoom. You will need to unmute yourself by clicking “UnMute” in the bottom left corner of your window:

     

    • You or your Client need to turn on or turn up the volume on your device.
    • If neither of these things solves the problem, please call Fit Advice or Stylist Care for help, or consult with Zoom Support

    I can’t see my Client, or my Client can’t see me

    • You or your Client will need to turn on your video camera by clicking “Start Video” at the bottom of the window in the bottom left corner. See the photo below:

    • If this does not solve the problem, please call Fit Advice or Stylist Care to help, or consult with Zoom Support

    Additional Zoom Resources:

    Here’s a link to Zoom’s FAQ page: Zoom FAQ

    If you need any assistance with completing the steps above, please reach out to Fit Advice or Stylist Care.

  • RETURN AND REMAKE POLICY

    At J.Hilburn, we pride ourselves on producing custom garments of the highest quality and guarantee our product based on fit and performance. Even with our close attention to detail, getting the perfect fit on your first try doesn’t always happen. If you are not 100% happy with the fit of your custom garment, we are happy to provide a complimentary remake or alteration.

    In addition to alterations, custom items can also be returned for store credit or refunds subject to the Return & Exchange policy below.

    CUSTOM REMAKES

    • Please submit all remake and alteration requests 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 Customer Service team. We are happy to submit the request for you.
    • All remakes are reviewed by our corporate 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 reach out to you or your Stylist with our recommendation.
    • Please note, a remake means that we will produce a brand-new custom item for you. This will take approximately 2-3 weeks for custom shirts, knits and casual bottoms. For Suiting and outerwear, 4-6 weeks.
    • Each customer is entitled to up to two complimentary remakes for custom shirts, suiting, casual bottoms, knits, and outerwear. One should be enough, but we offer two, just in case.
    • Remakes are subject to fabric availability. If a fabric is no longer in stock, the garment can be returned for J.Hilburn Credit. A new order can be placed with an alternative fabric of equal or lesser value, but no additional credits can be provided for an item that is of higher value, nor can shipping credits be provided for a new order.
    • If your body changes after receiving your garment, we’re more than happy to help update your fit profile to reflect these changes. However, beyond your two complimentary remakes, J.Hilburn is not responsible for remaking custom items to fit your changing body size.
    • Receiving a complimentary remake does not disqualify you from a full refund. You’ll just need to return both the original and the remade garment to J.Hilburn. All return shipping is free.
    • 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. ***Live on March 1st***
    • If you are unhappy with any of the personalization options on your garment, these items can be returned for a J.Hilburn Credit or a refund, not a remake.

     CUSTOM RETURNS

    We are happy to accept returns of shirts that have been laundered once or twice. It is encouraged to launder a shirt 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 items ship date.
    • Refunds can 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.
    • If a garment is returned for J.Hilburn Credits, J.Hilburn Credits will expire 1 year from issuance.
    • JH Credits cannot be redeemed for cash.

    ALTERATIONS 

    Alterations are designed to perfect the fit on your initial garment, not for when a Client gains or loses weight.  To request reimbursement for an alteration for any custom garment, you will need a photo of the alteration receipt. Please note the following when altering a garment: 

    • Alterations have a dollar amount per product category (see below). These costs are reimbursable with a valid receipt within 90 days of the date the order shipped.
    • Each Client has a maximum total reimbursement allowance per clothing category, per Client Lifetime as follows:
      • Shirt: $50
      • Trouser: $75
      • Jacket: $100
      • Knits: $50
      • Casual Pants: $75
      • Outerwear: $100
      • Denim: $20 per item (hemming only)

    Please see the Alteration Policy for more information.

    SHIRT PARTS

    The Shirt Part Program is designed to extend the life of a Custom Shirt. Shirt parts are unlimited and are available throughout your lifetime as a J.Hilburn Client. While shirt parts are available for most shirts, please note the following exceptions:

    • Available for collars, cuffs, and pockets, up to 1” different from original measurements
    • Shirt parts are subject to fabric availability.
    • Non-iron, Soft Wash or Indigo fabrics – due to the special finishes on these shirt fabrics, shirt parts are not available on these items.
    • It should be noted that we cannot guarantee that the new shirt parts will be the same color as the original shirt. Fabric color will change over several laundering cycles so this should be kept in mind when ordering new shirt parts.

    READY-TO-WEAR RETURNS AND EXCHANGES

    • Ready-to-wear items can be returned or exchanged within 90 days of the ship date.
    • Exchanges and are subject to availability. If we no longer have the item you need in stock, a return for J.Hilburn Credits or a refund can be processed.
    • Once an exchange is requested we will ship out the new item once the original arrives at our warehouse.
    • Ready-to-wear items can only be exchanged for a different size.
    • Hilburn is unable to offer an exchange on any item that has been damaged, excessively worn, altered, or tailored