Process, Products and Measurements
I’m new to J.Hilburn. What do I need to do to get started?
All our garments are crafted from fabrics that have been carefully selected from some of the finest fabric mills in the world and cut to your customized fit. When you’re ready to start building your custom wardrobe, visit our Personal Stylist Locator to find a Personal Stylist in your area.
A 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. To find a Personal Stylist, please use our Personal Stylist Locator
Does J.Hilburn offer company or personal logos?
At this time, J.Hilburn does not offer company or personal logos. Personal monograms are available on most products.
Does J.Hilburn have a loyalty or rewards program?
J.Hilburn wants you to love your custom shirts as much as we do. Below are some tips that we strongly recommend to prolong the life span of your custom shirt.
Upon receiving your first shirt, we recommend washing it before confirming the fit. There may be some slight changes to the fit for the first three to five washes.
Wash your shirts in cold water and hang to dry rather than taking them to the cleaners. We suggest this for all of our shirting, even the non-iron fabrics. Since most of our shirt fabrics are 100% cotton, we allot for some shrinking that is most commonly seen in the collar and cuffs over several launderings. Cleaning shirts with high heat can cause additional shrinkage and will decrease the life of your product.
Starch and the harsh chemicals used during dry cleaning break down the fibers in your shirt. If you do choose to take them to the dry cleaner, we urge you to request laundering them in cold water rather than hot and hand pressing them instead of using the pressing machine. These options will help retain the fit, fabric life, and design aspects.
Below are some tips that we strongly recommend to prolong the life span and wear ability of your custom suit.
Storing your sportcoats and trousers correctly directly relates to how they perform. It is important to hang them with ample space between so they can breathe, release moisture, and recover. Not wearing them multiple days in a row will also aid in the recovery process.
When correctly storing your sportcoats and trousers, be sure to use quality hangers such as cedarwood. These will help maintain the shape and integrity of each garment while warding off moisture accumulation and moths. To further reduce stress on garment seams, store all sportcoats unbuttoned and trousers unzipped.
Just as we do not suggest dry cleaning for our shirts, we do not suggest it more than once a year for our jackets and only slightly more frequently for trousers since they can show wear more readily. If you feel you must use a dry cleaner, be sure to do your research and find a reputable one whom you can trust. We recommend that you wash cotton trousers in cold water and hang to dry. For wrinkled garments, we suggest having them pressed instead of dry cleaned. You can maintain cleanliness of the products by routinely cleaning them with a clothing brush to remove dust and debris.
We do not recommend ‘hang to dry’ for any of our custom Knits. The weight of a wet knit will cause it to stretch out in length. If you are not getting your custom knit dry cleaned or avoiding a dryer, please lay it flat to dry.
Custom Italian Polos
Dry Clean Only. While you can hand wash the Italian Polo in cold water and lay flat to dry, we highly recommend using a trusted Dry Cleaner.
Custom Performance Knits
Do Not Dry Clean. Machine wash warm with like colors. Non-chlorine bleach only. Tumble dry low, remove promptly, and hang to reduce wrinkles. Warm iron if needed to remove light wrinkles.
Custom Casual Pants
We do not suggest dry cleaning any of our custom causal pants. In order to prolong their wear, we suggest machine wash cool, tumble dry low, do not bleach, and wash with similar colors. If needed, cool iron on back side to remove wrinkles.
Orders, Shipping & Delivery
How do I check my order status?
To check the status of your order, please call 866-789-5381 for assistance from a member of our Corporate Team.
Why can’t I order certain product categories online?
We want to ensure that your garments fit correctly, and that you are completely satisfied.
At the current time, custom suits, custom casual pants, custom knits, and custom outwerwear are unavailable to order online.
Please visit our Personal Stylist Locator to find a Personal Stylist in your area to get fitted for these products.
How do I determine the shipping charges on my order?
J.Hilburn applies the standard UPS ground shipping of $7.50 for orders under $300.00. If you would like to request expedited shipping, please call 866-789-5381 for assistance from a member of our Corporate Team.
How do I update my shipping address on an order?
Please call 866-789-5381 immediately for assistance from a member of our Corporate Team to update or change the shipping address on an order.
Does J.Hilburn ship internationally or conduct international business?
At this time, J.Hilburn only ships and conducts business within the United States of America.
What is the timeframe for delivery of products?
|Custom Shirts||2-3 Weeks|
|Custom Jackets||4-5 Weeks|
|Custom Trousers||4-5 Weeks|
|Custom Casual Pants and Golf Pants/Shorts||2-3 Weeks|
|Custom Neckwear||4-6 Weeks|
|Custom Knits (Polos, Henleys, Golf Polos and Tees)||2-3 Weeks|
|Custom Belts||3-4 Weeks|
|Custom Outerwear (Vests and Jackets)||3-4 Weeks|
|Ready-to-Wear||3-5 Business Days|
|Special Order Sizes for Shoes||2-3 Weeks|
|Physical Gift Cards||3-5 Business Days|
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 or exchange it. If you exchange your product, and are still not 100% satisfied – you will get a prompt and complete refund. To process a return or exchange, please call 866-789-5381 for assistance from a member of our Corporate Team.
We ask our customers to provide any returns within ninety (90) days of the product being delivered.
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 call 866-789-5381 for assistance from a member of our corporate team.
How long do returns and exchanges take?
A return processed for J.Hilburn Credit will process immediately after receipt of the item in our Dallas, Texas warehouse. J.Hilburn Credit is applied to the Client's account and can be used towards any new purchase.
Returns processed for a refund to a credit card will be refunded once we’ve received the item in our Dallas, Texas warehouse. This can vary depending on when the item is shipped back along with credit card processing times.
Exchanges will be processed once we’ve received the item in our Dallas, Texas warehouse. This can vary depending on when the item is shipped back.
What if I don't want to return or exchange, but need to have alterations made to my garment?
For assistance with common alterations, contact a trusted tailor in your area.
J.Hilburn is unable to warranty products or accept returns on garments that have been damaged, excessively worn, altered, amended, or tailored.
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 Corporate Team at 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, because the email address becomes the unique “username” for the client.
I forgot my password, how do I find it?
If you forgot your password, click the Account icon in the upper right-hand corner. Select "Forgot your password?" in the window then enter your email address to initiate password recovery. You will receive an email tied to the account on file detailing further steps.
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. This also includes Visa Gift Cards and American Express Gift Cards.
How do I check balance on my Gift Card?
How do I place an order using my Physical Gift Card or Electronic Gift Card?
You can redeem your Physical Gift Card or Electronic Gift Card with a Personal Stylist or on our website.
To redeem online, enter the 8-digit Gift Card code on the back of your Physical Gift Card or from your Electronic Gift Card email in the area designated "Gift Card" at the time of check out.
Become a Stylist
What does a J.Hilburn Personal Stylist do?
J.Hilburn Personal Stylists are skilled professionals who work directly with Clients. A Personal Stylist meets with Clients to take measurements, review styling options, and place customized orders. J.Hilburn Stylists are always accessible to answer questions and provide a superior Client experience from start to finish.
For more information, visit our J.Hilburn Stylist website
Why should I become a J.Hilburn Stylist?
Build a business around your schedule and earn financial security through personal commissions, team building, and incentives. Join J.Hilburn as we revolutionize the way men shop for clothing.
For more information, visit our J.Hilburn Stylist website