J.Hilburn Newsroom

Category: FAQs

  • 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

  • Policies and Procedures

     

    J.HILBURN CREDITS’s/Gift Cards

    • J.HILBURN CREDITS’s can only be transferred to other accounts with written approval from both clients and any other stylist involved with a J.Hilburn transfer form: https://form.jotform.com/81987168807171 .
    • We are unable to reinstate Promotional J.HILBURN CREDITS’s (i.e. referrals) due to these being complementary.
    • Any unauthorized use of J.HILBURN CREDITS’s/Gift Cards is subjected to disciplinary actions up to and including termination of an Independent Personal Stylist Agreement.

     

    Re-joining

    • If a Stylist is cancelled, they can re-enroll within 3 months under the same mentor. If it’s under a different mentor they must wait the 6 month to re-enroll. Please let Stylist Care know about all cases concerning a previous Stylist re -joining, so we can ensure a successful registration.

    Returns

    • Any approved refunds that exceeds 120 days from purchased date, will be processed by way of a J.Hilburn Credits only. No other alternative refund can be issued.

    Commissions

    • All bounce back due to incorrect/missing information from the bank means the month’s commission is added to the next month’s commission run payout. We must have the correct account information going forward for this adjustment.

     

    • To participate in the management qualification programs and in the bonus and override programs, a Personal Stylist must accumulate the minimum Personal Volume required by the Career Plan. In order to be eligible for any bonuses or earnings in a given time period, a Personal Stylist must be Active in that time period. If a Personal Stylist is inactive, they forfeit bonus eligibility for the period of Inactivity. To be qualified as Active, a Personal Stylist must maintain the qualifications set forth in the J.Hilburn Career Plan and not owe any applicable Renewal Fee.

    Shipping

    • If a package is lost/stolen, never contact UPS directly, only consult with the shipping team. Once UPS takes over it blocks our shipping team from making any changes to the package.
    • All reroute requests will have a $20 flat fee attached. Please keep mind corporate cannot the cost for the following reasons:
      • Address entered correctly
      • Client moved without informing us.
      • Clients on vacation
      • Stylists on vacation

    Orders

    • Corporate cannot submit orders on behalf of a stylist to prevent errors/mistakes.
    • When exchanging 5-pocket pants, you cannot select an outseam on an exchange. The 5-pocket pants can be processed for J.Hilburn credit, if a specific outseam needs to be ordered

    Client

    • We will honor the promotion or sale for any orders submitted up to 2 weeks from the promotion start date.

    Sales

    • When we launch product on sale, we will only honor the sale price for up to 2 weeks from the sale date.

    Client Transfer request

    • Every client transfer request requires that we contact all parties. A final notification will be sent to the client and his new stylist post transfer.
    • Either the client or client’s current Stylist can initiate this request.

    Client Information

    • For all client information, (i.e order history) the requester must reach out to existing stylists for this information.

    Stylist Agreement Highlights

     

    3.16 AUCTIONS, RAFFLES AND SIMILAR CONTESTS Any Personal Stylist who decides to offer a J.Hilburn credit, product or promise of a future credit or product (the “award”) through an auction, raffle or similar contest (the “contest”) is considered the “Participating Stylist”. The Participating Stylist must purchase in advance of the contest the appropriate gift card to adequately cover the cost of the future award. In the event, the financial cost cannot be properly defined, the “Participating Stylist” will purchase a gift card to cover the highest likely cost of the award. The cost of the award must include the cost of the product and any and all additional related charges to include but not limited to state and local taxes and any shipping fees. The “Participating Stylist” agrees to honor any and all financial commitment associated with the award regardless of who ultimately receives this award and whether or not that recipient selects the Participating Stylist, any other Stylist or chooses to interact with the company directly. If the Participating Stylist does not cover this financial commitment, J.Hilburn reserves the right to withhold from any and all future earnings an amount adequate to cover the award plus a $25 service fee. The Participating Stylist has the sole responsibility to determine if participating in the contest complies with any local, state or federal laws or has any local, state or federal tax consequences for the Participating Stylist.

    6.2 FRAUDULENT ENROLLMENT AND ORDERS BONUS BUYING PROHIBITED Bonus buying is strictly and absolutely prohibited. “Bonus buying” includes: (a) the enrollment of individuals or Business Entities as Personal Stylists or Clients without the knowledge of and/or execution of a Personal Stylist Application and Agreement by such individuals or Business Entities; (b) the fraudulent enrollment of an individual or entity as a Personal Stylist or the placing of fraudulent orders on behalf of a Client; (c) the enrollment or attempted enrollment of nonexistent individuals or entities as Personal Stylists or Clients; (d) the use of a credit card by or on behalf of a Personal Stylist or Client when the Personal Stylist or Client is not the account holder of such credit card; (e) purchasing J.Hilburn products or services on behalf of another Personal Stylist or Client, or under another Personal Stylist’s or Client’s I.D. number, to qualify for commissions or bonuses; (f) any other mechanism by which strategic purchases are made to maximize commissions or bonuses when an Independent Personal Stylist has no bona fide use for the products purchased.

    Remakes

    We are happy to remake any of our Custom garments to ensure that your Clients get the best fit. Remakes are complementary, but we do ask that if a custom garment is remade, and the Client is still not 100% satisfied, please reach out to the Fit Advice Team with photos of your Client so that we can assist you with any necessary changes before submitting another remake.  We will be unable to approve a 2nd remake without first discussing the changes with you.

    • Please note, remakes cannot be submitted after ninety (90) days of when order was shipped. Please see the Return Policy for more details.

    Custom Remakes

    The Fit Advice Team reviews all Custom Shirt, Sportcoat and Trouser remakes. When remaking a Custom garment, please consider the following;

    • We highly recommend remakes only with noticeable changes
      • Examples of unnoticeable changes on a Custom Shirt:
        • Adjusting chest, waist or hip by 0.5”
        • Adjusting sleeves less than 0.75”
        • Adjusting length 0.5”
        • Adjusting a sleeve inseam (Sportcoat) by 0.25”
        • Adjusting an outseam by 0.25”
      • Several issues can be resolved quickly with local alterations. Please see the Alterations Policy for more information https://newsroom-dev.myjhilburn.com/alterations-reimbursement-policy/

    Shirt Parts

    The Shirt Part Program helps extend the life of a Custom Shirt. Shirt Parts are unlimited and are available throughout a Client’s lifetime with J.Hilburn. 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
    • Only available if the self and contrast fabric are still marked as “In-Stock”
    • Not available for Non-Iron, Soft Wash or Indigo fabrics

    Alterations (already in the Newsroom)

    Looking to have a Client’s order altered by a tailor?

    A few things to keep in mind:

    • We are able to reimburse up to our maximum amount per product category (shown below) with a valid receipt within 90 days of the ship date.
    • If you think that an item in your Client’s order may have been produced incorrectly, please reach out to Fit Advice before altering. We will not be able to reimburse for alterations above our maximums unless confirmed as being produced incorrectly by Fit Advice.
    • Each Client has a Maximum Total Reimbursement amount per clothing category, per Client Lifetime. Here are the maximums:
    • Shirt: $50
    • Trouser: $75
    • Jacket: $100
    • Polo: $50
    • Casual Bottom: $75
    • Outerwear: $100
    • Denim: $20 per item (hemming only)

    Please see the Alteration Policy for more information.

    Return Policy

    100% Fit Guarantee

    If your Client is not 100% satisfied with the fit or performance of your J.Hilburn purchase, the items can be exchanged (Ready-To-Wear), returned or remade to ensure that the Client is fully satisfied within ninety (90) days of the date the order was shipped.  If the garment is exchanged or remade and the Client is still not 100% satisfied the items can be returned for a refund or JH credits.

    Please provide any returns, exchanges or remake submissions within ninety (90) days of the date the garment was shipped.

    J.Hilburn is unable to warranty products or accept returns on garments that have been damaged, excessively worn, altered, amended, or tailored.

    Transferred Clients

    If an existing Client has been transferred to you, we want to make sure that you are able to give them the best experience possible with J.Hilburn. If he is not completely satisfied with a Custom garment purchased from his previous Stylist the item(s) can be returned for J.Hilburn credits or remade within six (6) months of the original ship date. Please limit one remake per Custom product category (i.e. If a Client previously purchased 2 Custom Sportcoats, and 2 Custom Shirts, only 1 shirt and 1 sportcoat may be returned or submitted for a remake.)

    On Hold Items

    The Fit Advice team reviews all Custom Shirt, Trouser and Sportcoat remakes as well as the majority of new orders in the same categories. If clarification concerning measurements or order comments is required, the Fit Advice Team will reach out via email to your J.Hilburn email. We will also send a text message alerting you that we need your assistance. If a response is not received (by email or phone) you will receive another email and a phone call. If the team does not receive any correspondence from you within 5 business days of the initial email concerning the order, the specific garment will be removed from the order and J.Hilburn credits issued to the Client’s account.

    • This policy is to ensure that any questions or concerns are answered in a timely manner and production is not being delayed.

     

     

  • How To: Resubscribe to Stylist Communications

    If you are no longer receiving email updates from the Corporate Team (including but not limited to Marketing Message of the Week and/or Weekly Update), please find the below instructions on how to adjust your subscription settings. 

    It’s likely that you’ve unsubscribed from our Corporate Update emails.

    To begin receiving these emails again, you’ll need to resubscribe. Please follow the steps below.

    1. Go to your J.Hilburn Inbox via the Green Room, and find the last email you received. Try searching for messages from marketing@jhilburn.com or communications@jhilburn.com. A Weekly Update, Spotlight, or Marketing Message of the Week should do the trick!

    2. Once you have opened the email, scroll down to the bottom. At the bottom of every Stylist Communication, you have the option to manage your subscription settings. Click the “Manage Subscriptions” link.


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  • How To: Access Another Return Label

    If you are processing a return, and you or your Client cannot find the email containing the return shipping label, you can access it again under the “Manage Return” section in the Green Room.

    1. Log in to the Green Room.
    2. Hover your mouse over “My Orders”.
    3. Select “Manage Returns” from the drop down menu. This brings you to any orders you have submitted for a return.
    4. Locate the desired return, and select “Reprint Label” from the far right column.
    5. You can print the label or copy and paste it into an email to send to your Client.