Frequently asked questions (FAQs)

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    • 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: 1.800.642.9989
      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 midnight ET

    • 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, women’s or tall) 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 website.

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

    • 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.

    • Delivery time is from 10 to 14 business days (Mon–Fri) from the date the package is shipped.

    • 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.

    • 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.

    • To save you time and effort, we’ve provided you with three return options:

      Return at our stores.
      (U.S. 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. 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.

      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 and enclose 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 US 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.

    • Returns and exchanges may be mailed to:
          J.Jill
          100 Birch Pond Drive
          PO Box 2001
          Tilton, NH 03276-9900

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

    • You can check on returns and credits by clicking on order status on the bottom navigation bar of our 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.

    • You can check return credits by clicking order status on the bottom navigation bar of our 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.

    • 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.

    • 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.

    • 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.

    • 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.

    • 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.

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

    • 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.

    • 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.

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