&

Return policy

 

All Sales Are Final

Due to the handmade, made-to-order, custom, and personalized nature of JILL products, all sales are final.

JILL does not accept returns or exchanges for any products, including but not limited to:

• Personalized or customized items
• Handmade or made-to-order products
• Incorrect sizes, colors, quantities, or product selections made by the customer
• Incorrect personalization information provided by the customer
• Change of mind
• Items no longer needed
• Orders that arrive later than expected due to carrier delays

Please carefully review all personalization details, spelling, sizes, colors, quantities, shipping addresses, and other order information before completing your purchase.

By placing an order with JILL, you acknowledge and agree to this final-sale policy.

Cancellations

Because many orders begin production shortly after purchase, cancellation requests must be submitted within 24 hours of placing the order.

After the 24-hour cancellation period, orders cannot be canceled.

Cancellation requests are not guaranteed and must be approved by JILL.

To request a cancellation, contact info@jillonlinestore.com as soon as possible and include your order number.

Shipping Damage

JILL carefully prepares and packages orders before shipment.

Once an order has been accepted by the shipping carrier, JILL is not responsible for damage caused during transportation, handling, delivery, or other circumstances outside of our control.

If your package arrives damaged, please:

• Photograph the shipping box before discarding it
• Photograph all damaged areas of the product
• Photograph the interior packaging
• Keep all original packaging and shipping materials

Customers may need to contact the shipping carrier directly to file a damage claim. JILL may provide available shipment information or documentation to assist with a carrier claim when possible.

Shipping damage does not automatically qualify an order for a refund, replacement, return, or exchange.

Lost, Missing, or Delayed Packages

JILL is not responsible for packages that are delayed, lost, stolen, misdelivered, or otherwise affected after being transferred to the shipping carrier.

Delivery estimates provided at checkout or by the carrier are estimates and are not guaranteed delivery dates.

Carrier delays, weather conditions, holidays, incorrect routing, transportation issues, and other circumstances outside of JILL's control do not qualify an order for cancellation, return, exchange, or refund.

Customers should contact the shipping carrier regarding packages marked as delivered but not received, delayed shipments, or missing packages.

Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

JILL is not responsible for orders that are delayed, lost, returned, or delivered incorrectly because of an incorrect or incomplete address provided by the customer.

If an order is returned to JILL because of an incorrect address, failed delivery attempt, refusal of delivery, or similar issue, additional shipping charges may apply if the customer requests reshipment.

Original shipping charges are non-refundable.

Customer-Provided Information

Customers are responsible for reviewing all names, spelling, dates, colors, sizes, wording, photographs, personalization information, and other details submitted with an order.

JILL is not responsible for errors that result from incorrect information submitted or approved by the customer.

Handmade Product Variations

Many JILL products are handmade and individually produced.

Small variations in color, placement, dimensions, materials, texture, printing, cutting, assembly, or appearance may naturally occur between handmade products or compared with product photographs.

These normal handmade variations are not considered defects and do not qualify for returns, exchanges, replacements, or refunds.

Order Errors

If you believe JILL sent you an item that is materially different from the product you ordered due to an error on our part, please contact us promptly at info@jillonlinestore.com with your order number and photographs.

JILL will review reported order errors individually and determine the appropriate resolution when applicable.

Refunds

Because all sales are final, refunds are generally not provided.

Any refund issued by JILL is at JILL's discretion unless otherwise required by applicable law.

Approved refunds will be issued to the original payment method. Processing times may vary depending on the customer's bank or payment provider.

Legal Rights

Nothing in this policy is intended to limit any rights or remedies that cannot legally be waived under applicable consumer protection laws.

Contact Us

For questions regarding an order or this policy, please contact:

JILL
Email: info@jillonlinestore.com
Website: jillonlinestore.com