Frequently Asked Questions

Process, Products and Measurements

I'm new to J.Hilburn. What do I need to do to get started?

Welcome to J.Hilburn! Every one of our garments—from our suits to our pocket squares—is crafted from fabrics that have been carefully selected from some of the finest mills in the world. More often than not, the mill is Italian. Feel free to look around the site. When you’re ready to start shopping, visit our Personal Stylist Locator to find a Personal Stylist in your area.

Your Personal Stylist will meet with you at your convenience (at no charge and with no obligation) to set up a unique measurement profile and help create clothing that is fit and styled exclusively for you. Finding a well trained professional that will help you look your best is just a click away. To find a Personal Stylist, please use our Personal Stylist Locator.

How can I find my Personal Stylist's contact information?

If you are logged in to the site, you Personal Stylist's contact information is displayed on the homepage in the lower right hand corner. If you are not logged in to the site, please use our Personal Stylist Locator tool and search by name.

Does J.Hilburn offer company or personal logos on ready-to-wear items?

Currently, J.Hilburn does not offer a J.Hilburn or personalized logo on our ready-to-wear items.

How can I obtain my measurements?

For the most accurate measurements please contact your Personal Stylist for a satisfactory fit. They take the measurements that are necessary for us to ensure that your garment best fits your body, and your style. Whether you want a custom shirt, made-to-measure trousers, or a personalized sportcoat or suit, the measurements that your Personal Stylist takes are crucial to the manufacture of your clothes.

Orders, Shipping & Delivery

How do I check my order status?

To check the status of your order please contact your Personal Stylist or our Customer Service group at 1 866-789-5381.

Why can’t I order custom shirts, trousers or suits online?

We want to ensure that your garments fit correctly, and that you are completely satisfied.

For Custom Shirts, new clients must meet with a Personal Stylist for a 10-point measurement that will guarantee the perfect fit. Because of this, customers must receive their first shirt and approve the fit. Once a client has received this first shirt, additional custom shirts may be ordered online.

At the current time, however, trousers and suits are unavailable to order online. Please contact your Personal Stylist to place an order.

If you don't have a Personal Stylist yet, simply visit our Personal Stylist Locator tool to locate one near you.

How do I determine the shipping charges on my order?

J.Hilburn applies the standard UPS ground shipping of $7.50. If you would like to request expedited shipping please contact our Client Support department at 1-866-789-5381.

How do I update my shipping address on an order?

Please contact your Personal Stylist immediately to update or change the shipping address on an order.

Does J.Hilburn ship internationally or conduct international business?

Currently, J.Hilburn only ships and conducts business within the continental US.

What is the timeframe for delivery on custom shirts, trousers and suits?

Custom shirts, trousers and suits are individually cut and fit just for you; these items are typically delivered within 4 to 6 weeks.

What is the timeframe for delivery on custom belts?

Our custom fit belts are typically delivered within 6 to 8 weeks.

Returns and Exchanges

What is the return policy? Is there a time limit?

If you are not 100% satisfied with the fit or performance of your J.Hilburn purchase please return it to your Personal Stylist within 90 days of delivery for a prompt and complete refund. For more information of our return policy, please visit our Guarantee and Returns page.

How do I return/ exchange an item?

If you are not 100% satisfied with the fit or performance of your J.Hilburn purchase, please contact your Personal Stylist. Your Stylist will personally accommodate the exchange or refund to ensure you are fully satisfied. For more information of our return policy, please visit our Guarantee and Returns page.

How long do returns and exchanges take?

A return processed for a refund as J.HIlburn Credit will process immediately. J.Hilburn Credit is applied to the clients account and can be used towards any new purchase.

Returns processed for refund to a personal credit card will be refunded once we’ve received the item. This can vary depending on when the item is shipped back.

Account and Email System

Why am I having problems logging into my online account?

Please verify that you are accessing with your correct username (email address) and password. If you’ve forgotten your password, simply enter your username (email address) and click the “forgot password” link.

If you are a new client, please make sure you’ve confirmed your new online account. In order to confirm your account go to your email and look for a confirmation email from J.Hilburn. Please follow the instructions within the email to confirm your account.

If you continue to experience problems please contact our Customer Service group at 1 866-789-5381.

Why does J.Hilburn require one email account per client account?

Our system only allows for one unique email address per client account. This is because the email address becomes the “username” for the client.

I forgot my password, how do I find it?

If you forgot your password, simply enter your email address and click the “forgot password” link.

How do I stop receiving promotional emails?

If you would like to stop receiving J.Hilburn promotional emails unsubscribe your email address by please clicking the “unsubscribe” option at the bottom of any email.

Payments, Pricing & Gift Cards

What methods of payment does J.Hilburn accept?

J.Hilburn accepts all major credit cards.

When does J.Hilburn have sales events?

J.Hilburn does not have sales events but offers Preseason pricing on select items. Preseason Prices are a special we hold the first month our items are released. At no other point do we offer discounted prices.

How can I locate my Gift Card code?

To locate your gift card code please contact your Personal Stylist or Customer Service at 1 866-789-5381.

How do I use my Gift Card online?

Your gift card is personalized with a unique gift card code, at the time of checkout simply enter the code in the area designated “Gift Card.”

Credits

How long are J.Hilburn credits available once earned?

J.Hilburn promotional account credits are valid for 30 days from the date of the promotion unless otherwise specified. Credits obtained from refunds are valid for 12 months from the date the refund was received.