Frequently Asked Questions (FAQs)

CONTACT INFORMATION

How can I contact J.Jill?

email us anytime

Live chat: have a question? we'll have an answer for you in an instant! 7 a.m. to midnight ET, seven days a week. chat now

For store locations or to request a catalog, call 1.800.498.9960.

For Customer Service, call 1.800.343.5700.

To place an order with one of our sales associates,
Call: 1.800.295.2147
Fax: 1.603.266.2802

Customer Service hours: seven days a week, 7 a.m. to midnight ET

PRODUCT INFORMATION

Do you have a size chart?

Yes. See our size guide now. guides are also accessible through each product page or through our Customer Service section.

Which sizes do you consider petite?

For sizes 16 and 18 you can now order sizes 16P or 18P.
Petite sizes (0P–18P and XSP–XLP) are designed for women 5'4" and under.
Sleeves, lengths and inseams fall in precisely the right place.

Which sizes do you consider women's?

For sizes 16W and 18W you can now order sizes 16 or 18 in misses, petite, or tall.
Our Women’s sizes (20W–28W and 1X–4X) are designed for women from 5'4" to 5'7".
On certain styles, to ensure the perfect fit, we add bust darts or elasticized waistbands.

Which sizes do you consider tall?

For sizes 16 and 18 you can now order sizes 16T or 18T.
Tall sizes (4T–18T and ST–XLT) are designed for women 5'7½" or taller.
Sleeves, lengths and inseams are lengthened proportionately.

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.

ORDERING

There are several easy ways to shop JJILL.COM:

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: use the global navigation at the top of the site (New Arrivals, Clothing, Shoes & Accessories, etc.) to access a specific product category such as Dresses or Knit Tops & Tees. You can use Filters (located just above the first row of product images) to narrow what you see based on size, color and/or other product attribute like sleeve length. And you can use the left-navigation to browse other product categories and/or sub-categories.

Sale: shop our newly reduced merchandise in one convenient location.

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.

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
  • On the first address line, type in your complete street address.
  • Enter five zeros (00000) in the Zip Code field.
  • Select your country in the Country field.
  • On the "City" line, type in your country name and postal code.

When all required fields are filled, 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?

International shipments will be delivered between 10 and 14 business days (Mon–Fri) from the date the package is shipped.

SHIPPING, PROCESSING & TAX INFORMATION

Why are you no longer offering ShopRunner?

Due to significant shipping cost increases from our shipping partners, we are no longer able to offer ShopRunner as an option for delivery. We apologize for any inconvenience.

Why have you increased the cost of flat-rate shipping?

Due to significant shipping cost increases from our shipping partners, and after much careful consideration, we had to raise our flat-rate shipping cost by $3. Please note: We do offer free shipping and handling on all orders over $125.

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 (Mon–Fri) 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, ID, 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.

What are J.Jill's shipping, processing & tax fees?
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. You can, however, arrange shipments to multiple addresses by calling one of our Customer Service representatives toll-free at 1.800.295.2147.

Do you offer expedited delivery options?

Quick Delivery is guaranteed in 2 business days (Mon–Fri) when ordered by 3:00 PM 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 3:00 PM ET, add 1 business day (Mon–Fri) 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 (Mon–Fri) from the date of shipment to all continental US addresses. Shipments to AK, HI, or APO/FPO/DPO addresses take 10–14 business days.

Quick Delivery is guaranteed in 2 business days (Mon–Fri) when ordered by 3:00 PM ET.

Express Delivery is overnight. You’ll receive your order the next business day (Mon–Fri) if you order by 3:00 PM 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 (Mon–Fri).

How will I know when my order ships?

We will send you an email confirming that your order has shipped.

How do I check the status of my order?

Click here or use the order status link located in the footer at the bottom of each page of this website. On the Order Status page, enter your order number, last name and click Find My Order.

If your package was shipped via FedEx, click the link track your FedEx package at the bottom of the order status page.

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 chat now.

Can I check on a backordered item?

Yes.Click here or use the order status link located in the footer at the bottom of each page of this website.

On the Order Status page, enter your order number and last name and click Find My Order. You can also email us anytime or chat now.

RETURNS & EXCHANGES

Will I be charged to return merchandise from an order placed with ShopRunner before the service was discontinued?

Returns from ShopRunner orders placed prior to 4/2/2021 will be free. In accordance with our standard returns policy, you may return merchandise within 90 days of the original purchase provided that it is unworn, unwashed and undamaged.

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 chat now, 7 a.m. to 11 p.m. ET, seven days a week.

Stores: If your item was purchased at one of our J.Jill 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 J.Jill store where the item was purchased. If that is not possible, please email us anytime or chat now.

How do I return an item?

Returns should be as easy as shopping with us, because we understand things can happen. So, you have options.

Choose your favorite below.

Print your own label.

For simple returns, it’s the fastest way to receive your refund—and we all love FAST.

Visit the Order Status page in the Customer Service section on JJILL.COM. Click “initiate your return” to begin the return process. (Please know, exchanges cannot be made using this return method.) Follow the simple prompts to generate your return label. Print the label and affix it to your return package. Ship your return from your favorite local carrier (USPS, FedEx, etc.). We’ll deduct a return processing fee of $6.95 from your return order refund. Your refund process will begin once your package is scanned by your carrier. You should expect to see a refund on your original form of payment within 48 hours. Of course, you’ll be able to track your package online.

Return to our stores. We love helping you in person.

(US orders only) Items purchased via JJILL.COM or our J.Jill catalog can be returned to a J.Jill store. Returns should be accompanied by an order receipt and the credit card used (if applicable). Without your order receipt, a merchandise credit will be issued for the current selling price of the item(s) you’re returning. Find 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.

Use the SmartPost return service label. No printer? No problem. Use the label we’ve provided.

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.” Pack your merchandise securely and enclose the 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’ll deduct a return processing fee of $6.95 from your return order refund/credit or merchandise credit. The SmartPost label is valid on US orders only. Please allow up to two billing cycles for refunds to appear on your credit card statement. Original shipping and processing fees are nonrefundable.

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
Tilton, NH 03276-9900

How much time does it take to complete a return?

10 business days (Mon–Fri) from the date that you sent it to us for it to be processed.

How can I check on returns and credits?

To check on your return or credit click here or use the order status link located in the footer section at the bottom of all pages of this website.

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?

You can check return credits here or use the order status link located in the footer section at the bottom of each page of this website. 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 provide an email address, refer to your credit card billing statements. Please 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/s 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, 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.

How do I cancel a back-ordered item?

If your back-ordered 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.

TECHNICAL ASSISTANCE

I’m having a difficult time placing an order online. Why?

To purchase products online at JJILL.COM, your computer should be connected to the Internet via WiFi or an Ethernet connection:

  • It must be SSL (Secure Socket Layer) compliant. As you proceed through our checkout process, a closed lock or an unbroken key should appear throughout your entire site session. This indicates that your browser is secure.
  • You must have JavaScript enabled in your browser’s preferences.
  • You must be using one of the following browsers:
    • Internet Explorer, version 11 or higher
    • Google Chrome, version 51 or higher
    • Safari, version 9 or higher
    • Firefox, version 47 or higher
  • 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 website and you continue to have difficulties, call Customer Service 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. Pop-up blocker applications should be disabled if you have any problems clicking on links.

How do I sign up to receive J.Jill email?

To sign up for J.Jill email, click here.

I have problems viewing J.Jill’s email through my browser. What can I do?

In the top of the email, look for the link View in Browser. Click the link and your browser will display the email as a web page.

If you continue to have difficulties, call Customer Service toll-free at 1.800.343.5700.

How do I unsubscribe from J.Jill email?

You can manage email preferences and/or unsubscribe from J.Jill email at any time by following the instructions located at the bottom of one of our marketing emails, or go directly to Manage/Unsubscribe from J.Jill Email. Enter your email address at the top of the page and click the unsubscribe button.

GIFT SERVICES

Do you offer gift wrap?

We will gift-box most items but we do not offer gift wrap. In your shopping bag, click the Gift Wrap/Message link shown just below the item details. In the pop-up window, fill in your name, the gift recipient’s name and add a brief message. Your gift will come packaged in a J.Jill gift box with decorative ribbon, tissue and a gift tag for just $3.00. J.Jill credit cardholders receive free gift packaging on all online and phone orders.

*Please note: gift packaging is not available for footwear

THE J.JILL GIFT CARD

Where can I purchase a J.Jill gift card?

You can purchase J.Jill gift cards at J.Jill stores, online at JJILL.com, or by calling us toll-free at 1.800.295.2147. 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 (Mon–Fri).
The J.Jill e-gift card is delivered directly to the recipient’s email inbox within 2 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 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, click here or call 1.800.343.5700.

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.

THE J.JILL CREDIT CARD

What are the benefits of opening a J.Jill credit card account?

Any day, any time, enjoy these inspired rewards*:

  • 10% off your first J.Jill credit card purchase
  • 5% off every subsequent purchase with your J.Jill credit card
  • birthday savings! 20% off your entire purchase choose one day during your birthday month
  • exclusive benefits including special offers and early access to events
  • complimentary gift packaging on all online and catalog 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 650965
Dallas, TX 75265-0965

For address inquiries:

Comenity Capital Bank
PO Box 183003
Columbus, OH 43218-3003

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