FAQ - frequently asked questions
Our FAQs are arranged by category. Click on a category below for a shortcut to your question.
contact information

How can I contact J. Jill?

Email us anytime

Live chat: got a question?
     we'll have an answer for you in an instant! 8 a.m. to midnight ET, seven days a week. chat now
Phone: 1.800.498.9960
     for store locations or to request a catalog
1.800.343.5700
     for customer service or to place an order
Fax: 1.603.266.2802
Mail:  J. Jill
       P.O. Box 2006, 100 Birch Pond Drive
       Tilton, NH 03276-9900
Customer Service Hours: seven days a week, 7 a.m. to 11 p.m. ET.

product information

Do you have a size chart?
Yes, see our size guide now. Size charts are also accessible through each product page or through our customer service section.

Which sizes do you consider petite?
Petite sizes (0P-18P) are proportioned for women 4'11" to 5'3" in height. Sleeves, body length and inseams are cut shorter.

Which sizes do you consider tall?
Tall sizes (4T-20T) are proportioned for women 5'8" to 6' in height. Sleeves, body length and inseams are cut longer.

Which sizes do you consider women’s?
Women’s sizes (14W-28W) are proportioned for women 5'4" to 5'7" in height. All bottoms in women’s sizes have partial or full elastic waists.

Can I locate merchandise specific to size, color and/or price?
Yes, you can locate specific items by entering keywords, phrases, sizes, colors, etc. in our keyword search box in the top right corner of each page.

I saw an item I liked in your catalog. How do I find it online?
Go to catalog quick-order at the top of each page. Enter the item number and source code. The item number is located within the catalog item description. The source code is located in the yellow box on the back of each catalog.


ordering

How do I order online?
There are several easy ways to shop jjill.com:

Catalog quick-order: Use your printed catalog as a reference, then follow the simple steps provided.
Keyword search: You can locate specific items by entering keywords, phrases, sizes, colors, etc. in our keyword search box in the top right corner of each page.
Shop by category: Click on a size category (misses', petite, tall or women’s) or a product category (such as shoes & accessories). Most product categories have subcategories that will also appear. Click on the product category or subcategory that interests you, and you will be directed to that area of the web site.
Sale:Discover our newly reduced merchandise in one convenient location.
Online catalogs: Shop our latest catalogs online. Click on online catalogs, and select the catalog you would like to browse. Simple instructions will follow.

How do I check out?
Once you have decided what you would like to purchase, click on the item(s) and then "add to shopping bag." Then click on "proceed to checkout" and follow the simple instructions provided.

How to Enter Foreign Address Information
Once your items have been added to your shopping bag and you have proceeded to checkout, you will be taken to the billing information page. To enter a foreign address, fill in the required fields as follows:
  • On the first address line, type in your complete street address.
  • On the second address line, type in your town or city. For Canadian delivery, include your province here, as well.
  • On the "City" line, type in your country name and postal code.
  • In the "State" field, please select "Foreign Order".
  • Enter five zeros (00000) in the "Zip Code" field.
  • Select your country in the "Country" field.
When all required fields are filled in, you may select to ship to an alternate address or proceed to checkout. Before you proceed, be sure to select the shipping method.

How much time does it take to receive an order shipped abroad?
Delivery time is from 10 to 14 business days from the date the package is shipped.


shipping, processing, & tax information

Are shipping and processing fees and duties included in international orders?
Duty charges are separate from shipping and processing fees. A customer service representative will contact you prior to shipment with information about additional shipping and processing fees. The addressee will be responsible for payment of all duty charges at the time of delivery.

What shipping and processing fees are associated with international orders?
Shipments to countries outside the United States are subject to extra shipping and processing fees. Duties and value-added taxes may also be required and are the responsibility of the customer. For current shipping and processing fees on international orders, email us anytime.

Which carriers do you use for international orders?
We use FedEx. Delivery time is 10 to 14 business days from the date the package is shipped. A valid phone number for the shipping address is required.

Do sales taxes apply?
We are required by law to collect sales tax on deliveries to those states where we are located. Please add the appropriate state and local taxes, including luxury tax, for your area where required: AL, AR, AZ, CA, CO, CT, FL, GA, IA, IL, IN, KS, KY, MA, MD, ME, MI, MN, MO, MS, NC, NE, NJ, NM, NV, NY, OH, OK, PA, RI, SC, TN, TX, UT, VA, VT, WA, WI.

Will I be charged tax on shipping and processing fees?
Add applicable sales tax on charges for shipping and processing fees to the following states: AL, AR, AZ, CA, CO, CT, FL, GA, IA, IL, IN, KS, KY, MD, ME, MI, MN, MO, MS, NC, NE, NJ, NM, NV, NY, OH, PA, RI, SC, TN, TX, UT, VA, VT, WA, WI.

What are J. Jill's shipping, processing & tax fees?
View complete shipping, processing & tax information now.

Can I ship to someone at an address different from mine?
Yes, you can ship to a different address. Just click on the button “ship to a different address" on the billing information page during checkout.

Currently, you cannot split an order and ship specific items to multiple addresses through jjill.com. However, you can arrange shipments to multiple addresses by calling one of our customer service representatives toll-free at 1.800.343.5700.

Do you offer expedited delivery options?
Quick Delivery is guaranteed in 2 business days when ordered by 3 p.m. ET. Add $8 to the Standard Delivery fee.
Express Delivery is our overnight delivery service. Add $15 to the Standard Delivery fee. If you select Express Delivery and place your order after 3 p.m. ET, add 1 business day to the delivery time.

View complete shipping, processing & tax information now.

How long does shipping take?
Standard Delivery takes from 4 to 7 business days from the date of shipment to all continental U.S. addresses.
Shipments to AK, HI, or APO/FPO addresses take 10-14 business days.
Quick Delivery is guaranteed in 2 business days when ordered by 3 p.m. ET.
Express Delivery is overnight. You’ll receive your order the next business day if you order by 3 p.m. ET.
View complete shipping, processing & tax information now.

When does my order ship?
All in-stock items are usually shipped within 24 hours or the next business day.

How will I know when my order ships?
We will send you an email confirming that your order has shipped.

Can I obtain my tracking number?
Yes, your tracking number will be included in the email confirming your shipment. Please allow 24 to 48 hours for tracking information to be accessible through carriers' tracking systems. You can also email us anytime, or call us toll-free at 1.800.343.5700.

How do I check the status of my order?
Click on customer service on the bottom navigation bar. Then click on order status. Enter your order number, last name and email address and click "submit." If your package was shipped via FedEx, click the link "track your FedEx package" at the bottom of the order status page.

Can I check on a backordered item?
By using your order number, you can check on your backordered items by clicking on customer service on the bottom navigation bar. Then click on order status. Enter your order number, last name and email address and click "submit." If your package was shipped via FedEx, click on the link "Track your FedEx package" at the bottom of the order status page. You can also email us anytime, or call us toll-free at 1.800.343.5700.


returns & exchanges

How much time do I have to return an item?
If you are not completely satisfied with your J. Jill purchase, we will gladly accept returns of merchandise that is unworn, unwashed, undamaged or does not meet your quality expectations within 90 days of the original purchase.

Price Adjustments
Catalog/online: Upon your request, a one-time adjustment on full-price merchandise that has been marked down may be made within 14 days from the date of shipment. To receive your adjustment, please email us anytime or call 1.800.343.5700, 7 a.m. to 11 p.m. ET, seven days a week.

Stores: If your item was purchased at one of our J. Jill retail stores, a one-time adjustment on full-price merchandise that has been marked down may be made within 14 days from the date of purchase. We recommend visiting the retail store where the item was purchased. If that is not possible, please email us anytime or call 1.800.343.5700.

How do I return an item?
To save you time and effort, we’ve provided you with two return options:

Use the SmartPost return service label.   
Pay nothing up front.   
Complete our return exchange form enclosed in your shipped package. If the item was a gift, please include your name and address in the area labeled “gift return”. Package your merchandise securely, enclosing our return form. To save time and effort, affix the SmartPost label (postage paid) and drop your package in the mail, give it to your postal carrier, or take it to the post office. Upon receipt of your return, we will deduct a return processing fee of $6.95 from your return order refund/credit or merchandise credit.

The SmartPost label is valid on U.S. orders only.

You choose the carrier: Apply the return postage due shipping label provided with your invoice and take your package to the carrier of your choice. Pay the return postage at the time you send us your return. We recommend using a form of insurable delivery.

Where do I mail my return?
Returns and exchanges may be mailed to:
J. Jill
100 Birch Pond Drive
PO Box 2001
Tilton, NH 03276-9900

In-store returns: Items purchased via our catalog or jjill.com web site can be returned at a J. Jill store near you. Returns should be accompanied by an order receipt and the credit card used (if applicable). Locate a J. Jill store near you by calling 1.800.498.9960. Or use our store locator.

Please allow two billing cycles for refunds to appear on your credit card statement.

How much time does it take to complete a return?
Allow 2 to 3 weeks from the date that you sent it to us for it to be processed.

How can I check on returns and credits?
You can check on returns and credits by clicking on customer service on the bottom navigation bar of our web site. Then click on order status. Once your credit is applied to your credit card and/or your refund or merchandise credit is processed, you will receive a confirmation email.

How will I know when I am credited?
If you provided an email address when placing your order, you will receive an email confirming that your account has been credited. If you did not, refer to your credit card billing statements. Either way, allow two billing cycles for refunds to appear on your credit card statement.

How do I exchange an order?
By phone: Call us toll-free at 1.800.343.5700, 7 a.m. to 11 p.m. ET, seven days a week and we’ll send your replacement item right away.
By mail: Enclose the items you would like to exchange, along with the completed shipping invoice indicating what you would like in exchange. Click here for specific return instructions.

How do I cancel an order?
To cancel an order, you can call one of our customer service representatives toll-free at 1.800.343.5700, 7 a.m. to 11 p.m. ET, seven days a week, or chat live with a customer service representative via our live chat. chat now

How do I cancel a backordered item?
If your backordered item has not yet shipped, you can cancel the item from your order. Call us at 1.800.343.5700, 7 a.m. to 11 p.m. ET, seven days a week, or chat live with a customer service representative via our live chat. chat now


technical assistance

I’m having a difficult time placing an order online. Why?
To purchase products online at jjill.com, your computer should be equipped with a modem and a browser appropriate for use of our web site. Your modem should be 56k or faster, and your browser should meet the following criteria:
  • It must be SSL (Secure Socket Layer)–compliant. As you proceed through our checkout process, a closed lock or an unbroken key should appear beneath the billing and payment information pages.This indicates that your browser is secure.
  • You must have JavaScript enabled in your browser’s preferences.
  • Your browser must be a recent version of Internet Explorer or Firefox. If you currently use older versions of these browsers (including Internet Explorer 3.0 or earlier, Netscape 3.0 or earlier, or AOL 3.0 or earlier), you may experience technical difficulties with registration, checkout, viewing online catalogs and other key functions. To fully experience our site, we recommend that:
    - Windows users download Microsoft Internet Explorer 6.0, or Firefox 1.5 or later.
    - Macintosh users download Firefox 1.5, or Safari 2.0.2 or later.
  • Your browser must be set to accept cookies if you wish to have partially complete orders preserved after closing your browser. You can verify your cookie settings by checking your browser’s preferences.

If your browser and its settings are appropriate for use of our web site and you continue to have difficulties, call technical assistance toll-free at 1.800.343.5700.

Why do I have trouble clicking on certain links?
Pop-up blocker technologies are designed to block unsolicited pop-up ads when you browse the Internet. When installed, these applications can also block the jjill.com pop-up windows for certain features, including "view larger" and “view on model," as well as some customer service information.

If you are not able to view jjill.com pop-ups, you can change the settings on your pop-up blocker to allow jjill.com pop-ups while still blocking unwanted pop-ups from other sites. To do this, click on the pop-up blocker icon (it should be located on your browser’s toolbar or on your computer desktop) and then follow the instructions to enable pop-ups for specific web sites. With many blocker programs, the web sites that have pop-ups blocked are listed on a “blacklist." To view J. Jill pop-ups with this type of program installed, you will need to switch jjill.com to your “whitelist." Some pop-up blocker programs have a “quick block/unblock" feature—a button on your browser that you can click at any time to control whether pop-ups will appear during your browsing session.

How do I sign up to receive J. Jill email?
To sign up for J.Jill email, either click here or enter your email address in the space provided at the bottom of each J. Jill web site page and click the ">>" button.

I have problems viewing J. Jill’s emails through my browser. What can I do?
In the top of the email, look for the link "View in Browser.” Simply click on the link, and your browser will display the email as a web page.

If you continue to have difficulties, call technical assistance toll-free at 1.800.343.5700.

How do I unsubscribe from J. Jill email?
You can unsubscribe from J. Jill email at any time by following the instructions at the bottom of each email or by clicking customer service on the bottom navigation bar. Then click on unsubscribe from J. Jill email enter your email address and click "unsubscribe."


privacy & security

How can I request that you not share my information with other companies?
At J. Jill, we strongly believe that safeguarding your online privacy is our responsibility.

If you sign up for J. Jill email, from time to time we may send you special offers via email from our carefully screened marketing partners. We think these offers may be of interest to you. If you prefer not to receive these offers, you can unsubscribe from J. Jill email at any time by following the instructions at the bottom of each email, or by going to jjill.com and clicking customer service on the bottom navigation bar then clicking unsubscribe from J. Jill email. Learn more about our privacy & security policies now.

If you have any further questions, contact a customer service representative at customerservice@jjill.com, or call us toll-free at 1.800.343.5700.

How do I know your web site is secure?
All registration and credit card information is stored in a secure server accessible only by our professional billing staff. Learn more about our privacy & security policies now. If you have any further questions, contact a customer service representative at customerservice@jjill.com, or call us toll-free at 1.800.343.5700.


gift services

Do you gift wrap?
While we do not offer gift wrap, we will gift-box most items.

Gift boxes: For only $3 per box, we’ll pack your gift in our beautiful cream-colored box with tissue paper and a personalized card. J. Jill credit card holders receive free gift packaging on all phone & online orders.

There are three ways to select a gift box:

  • Choose an item, then select the color, size and quantity in the pull-down menus. Next, check the box next to "add a gift box" and click "add to shopping bag."
  • When you click on shopping bag, or at checkout, click on the image of the item or the item name’s link. Then check the box next to "add a gift box" and click on "update item."
  • Gift box information can also be found in the gift services area of the customer service section. Go to the gift services page now.

J. Jill gift card

Where can I purchase a J. Jill gift card?
You can purchase J. Jill gift cards at J. Jill retail stores, online at jjill.com or by calling us toll-free at 1.800.343.5700. Click here to locate a store near you, or call 1.800.498.9960.

What is the delivery time for a J. Jill gift card or e-gift card?
The J. Jill gift card will arrive in 4-7 business days. The J. Jill e-gift card is delivered directly to the recipient’s email inbox within 12 hours.

What is the shipping and processing fee for a J. Jill gift card?
Gift Cards have free standard delivery.

Where can I use my J. Jill gift card?
J. Jill gift cards are redeemable for the purchase of merchandise in J. Jill retail stores, in catalogs or online at jjill.com. They may not be used toward J. Jill credit card payments. Except where required by law, J. Jill gift cards are not redeemable for cash.

Who can I call when I have a question about my J. Jill gift card?
A customer service specialist can answer questions about your J. Jill gift card. Simply call 1.800.448.4988..

How can I check the balance of my J. Jill gift card?
To obtain your J. Jill gift card balance, call 1.800.448.4988.

Will the balance on my J. Jill gift card expire?
J. Jill gift cards have no expiration date. J. Jill does not charge dormancy fees if the card is not used.

What happens if I lose my J. Jill gift card?
J. Jill gift cards cannot be replaced if lost or stolen, or if unauthorized usage occurs.

Can I still purchase a J. Jill gift certificate?
We have replaced J. Jill gift certificates with new, more convenient J. Jill gift cards.

Can I still redeem a J. Jill gift certificate?
Although we no longer sell J. Jill gift certificates, previously purchased certificates can still be redeemed.

Can gift cards and gift certificates be used on the same order?
Customers can redeem both gift cards and gift certificates on the same order. Multiple gift cards can be used per order, however only one gift certificate can be used per order.


J. Jill credit card

What are the benefits of opening a J. Jill credit card?
Enjoy these great benefits:
  • 10% off first J. Jill credit card purchase
  • 5% off* every purchase made thereafter
  • 10% off on double discount days throughout the year
  • additional 5% off during your birthday month
  • exclusive cardholder events, special offers and private sales
  • extended customer service hours; easy online and in-store payment options
  • complimentary gift packaging on all catalog and online orders
*Certain restrictions apply.

Whom do I contact about any J. Jill credit card account?
By phone: 1.800.329.9713 (TDD/TTY) 1-888-819-1918

To send a payment:
Comenity Capital Bank
PO Box 659622
San Antonio, TX 78265-9622
 
For address inquiries:
Comenity Capital Bank
P.O. Box 183003
Columbus, Ohio 43218-3003