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