J.Hilburn Newsroom

Category: Stylist Care FAQs

  • FAQs: The VIP Client Loyalty Program

    The VIP Client Loyalty Program is a tiered program designed to show appreciation for our best Clients and engage New Clients into developing an aspirational relationship with our brand. The reward tiers highlight the personalization of our custom product which is one of our key differentiators as a brand. 

    Program tiers are as follows:

    *Options include: Button Upgrades, Monograms, Ribbon Piping and Contrast Fabric.
    Multiple complimentary options can be ordered on each shirt.

    **Options include: Working Button Holes, Half-lining, Fancy Lining, Distressed Buttons (jackets and trousers), Shell/Metal Buttons (jackets), Contrast Stitching and Monograms.
    Multiple complimentary options can be ordered on each suit.

    The VIP Client program was introduced on May 2nd, 2024.

    Yes. When a Client creates an account on jhilburn.com, there is an option to opt-in to the VIP Client Loyalty Program at that time.

    Should he decline at that time and decide later that he wants to join, he absolutely can. If he clicks on “Hi, {Client Name}” in the upper-left-hand corner when he’s logged into your PURL, he can click on “The VIP Client Loyalty Program.” Select “Enroll for the VIP Client Loyalty Program” which will prompt for his birthday (Month/Day), then hit “enroll.” He will now be enrolled in the VIP Client Loyalty Program.

    He can access this section at any time which will show his Status, Qualifying Program Spend, and Program Inception Date, as well as the details of other VIP Client Loyalty Program tiers and how to qualify.

    Participation in the program is dependent on registration. To ensure your Clients are able to register, you must enter a valid email address for them upon account setup and ensure it matches what the Client uses for jhilburn.com.

    No, you cannot register for the Client. The acceptance of program terms and conditions requires the Client to take this action himself by using his own valid email and password.

    If you go to your Little Black Book, as you scroll through your Clients, underneath their name a little key symbol displays and will notate the Client’s tier status (Not Registered, Registered, Silver, or Gold).

    Additionally, if you go to the Client’s profile in the Green Room, their Program status will be displayed underneath the Billing/Account section of their profile entitled “The Board.”

    Registered means the Client has opted into the Board Program but has not yet satisfied enough qualifying program spend to hit one of the tiers.

    Further, if it says Not Registered – that means the Client has not yet opted into the VIP Client Loyalty Program.

    There are two (2) reward tiers in the program and they are built around Qualifying Program Spend (all lifetime spend from the time the Client registers for the Board online).

    Hitting the different levels of the Program is dependent on when they opted in  and their Qualifying Program Spend.

    *Options include: Button Upgrades, Monograms, Ribbon Piping, and Contrast Fabric.
    Multiple complimentary options can be ordered on each shirt.

    **Options include: Working Button Holes, Half-lining, Fancy Lining, Distressed Buttons (jackets and trousers), Shell/Metal Buttons (jackets), Contrast Stitching, and Monograms.
    Multiple complimentary options can be ordered on each suit.

    The key symbol indicators for Clients in the Green Room will be updated each month following our financial month close.

    At this time, there is no notification to your Client about their change in tier status. Your Client can check their Board Program status under their account through your PURL at any time.

    The lifetime spend from the time the Client registers for the Board.

    All merchandise sales are included in qualifying program spend (less any returns).

    Tax, shipping, and gift card sales are not included in qualifying program spend.

    Yes, should they qualify for complimentary shirt and/or suit options. Multiple complimentary options can be ordered on each shirt. Additionally, multiple complimentary options can be ordered on each suit if qualified.

    Qualifying Program Spend is individual spend tied to an individual Client’s Profile. Spending across multiple Client Profiles cannot be combined as qualifying spend for one individual even if one Client is footing the bill.

    No, Gift Cards purchased by a Client do not count toward Qualifying Program Spend because it is a form of tender, not merchandise.

    However, when the Recipient of the Gift Card redeems and is part of the Board Program, this will count towards the Recipient’s Qualifying Program Spend because it is a form of tender for a merchandise purchase.

    The program is a natural tie-in when talking about shirt and suit options and styling custom product during your First Appointment.

    It is a way to show Clients that a lasting relationship with you as their Stylist earns them exciting rewards. When Clients reach a Tier status, a phone call congratulating them and setting up an appointment to talk about their new rewards is a great idea. For Clients close to an award, it is a great way to move them into a higher average order value.

    You can direct your Client to this link on your PURL:

    FirstNameLastName.jhilburn.com/vip-client

    Full Terms and Conditions are available on the bottom of this page when you click “Terms and Conditions.”

    Contact Stylist Care at stylistcare@jhilburn.com.

  • 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.

     

     

  • Business Entities

    Would you like to operate your business as a Business Entity?
    A Personal Stylist may elect to operate his or her J.Hilburn business through a corporation, limited liability company, partnership or trust (a “Business Entity”). To be eligible to operate as a Business Entity, the Personal Stylist (and any Co-Applicant, if applicable) must be the 100% beneficial owner(s) of the Business Entity and submit a properly completed Business Entity Registration Form (W-9). J.Hilburn reserves the right to approve or reject a Business Entity Registration Form in its sole discretion.

    What’s the criteria for changing my J.Hilburn email to include my business name?
    The applicant (not Co-Applicant) can only use their Firstname.Lastname@jhilburnpartner.com.

    Download the W-9 Form>>