Check most frequently asked questions here, if you still need help then please contact us at email@example.com.
We ship JILLSTUART Eyewear products to many destinations in APAC from our online store. Our products are also available in retailers around the world. JILLSTUART cannot guarantee nor supervise the availability of stock at our reseller locations. For details of our official retailers, please refer to our Store List. We recommend calling in advance of your visit to check the availability of any particular products you are interested in.
The styles and materials shown on the JILLSTUART Eyewear online store represent our current product selection. Availability is shown on each product detail page. If you would like to know if a certain product will be replenished in our online store, please contact Customer Support.
The billing address cannot be changed after the order has been placed.
Please contact Customer Support or send an e-mail to firstname.lastname@example.org and provide the order number to us as soon as possible. Once an order has been dispatched, you cannot cancel the order.
Our online store prices are displayed in US dollars.
We accept Visa, MasterCard, American Express , Shop Pay, Apple Pay and Google Pay. You can also choose to pay with PayPal.
Please try to complete your purchase using another browser or device. If you have done so and are still experiencing issues with the payment or checkout process, please contact Customer Support. If possible, please provide screenshots of the error so we can better investigate the problem you encountered.
If you are experiencing technical problems with the online store, please contact us at email@example.com. If you are able, attach a screenshot of the issue to better help us find a solution.
We ship to many destinations in APAC, including Mainland China, Hong Kong, Macau, Taiwan, Japan, South Korea, Singapore, Thailand, Vietnam, the Philippines, Malaysia, Thailand, Indonesia, Cambodia, Australia and New Zealand.
Hong Kong/Macau/Mainland China/Taiwan
Free SF Express shipping
Other APAC countries
Fedex/ DHL Express 25 USD express shipping or free for orders over 150 USD.
Yes, we offer free shipping to Hong Kong/Macau/Mainland China/Taiwan via SF Express. We also offer free express shipping Fedex/ DHL Express for orders of 150 USD or more. You may also choose Express shipping via Fedex/ DHL Express at a cost of 25 USD.
The shipping address cannot be changed after the order has been dispatched. If you would like to change the shipping address of your order, please contact Customer Support as soon as possible.
We ship your order to China and Taiwan via SF Express. According to policy of SF Express, recipient of the import goods has to provide ID number and Chinese name (identical with ID card) for custom clearance. See more here.
Yes. Once your order has been dispatched from our warehouse, you will receive a shipping confirmation email with a tracking number.
Possibly. All orders are dispatched from our warehouse in Hong Kong. Customs policies vary widely from country to country, so please check the requirements in your country before placing an order. You may be liable for customs and import duties, quotas, permits, product restrictions or other local requirements. These charges must be paid by the recipient (you) directly to the carrier in order to release the package from customs upon arrival.
The price you pay to JILLSTUART Eyeweardoes not include any additional import duties and taxes. We will not be liable for these fees. Please refer to our Order & Shipping information page for further details.
You will receive a shipping confirmation email with delivery details once your order has been sent to the carrier. When international orders reach their destination country/region, they may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates. JILLSTUART Eyewear is not responsible for any unpredictable delays beyond our company’s control.
Sorry, we cannot do that due to regulations.
If you refuse a shipment from JILLSTUART Eyewear, you are still responsible for any import duties or taxes and handling fees that are incurred for the package, and the cost of returning the package to JILLSTUART Eyewear. This amount will be deducted from your order payment refund.
Our products are only available in our online store and at authorized retailers and online platforms. For more about authorized retailers, please refer to our Store List.
A cleaning cloth is provided for every pair of glasses. We suggest using this cloth.
Our sunglasses are non-polarized.
RETURNS & EXCHANGES
You may return unused products, complete with all original packaging, within 14 days of delivery. To proceed with a return, please open a Return Request on your JILLSTUART account and follow the instructions provided. You are responsible for the return shipping costs. See our Return & Exchange page for more details.
You may also submit a return request at our Return Center.
Note: Sale items discounted by 40% or more are non-returnable unless they are faulty or have quality issues. Gift cards are non-returnable and non-refundable.
Refunds are issued via the original payment method and will normally appear back on your account within 14 business days, depending on the processing time of your payment provider. More information can be found on our Returns & Exchanges page.
Instead of a direct exchange, we offer a return and re-order policy for purchases through our online store. This entails returning your current product for refund, and placing a new order for the exchange product. Your current product has to be returned within 14 days (after the delivery of your order), in unused condition and with all the original packaging.
Yes, you are responsible for shipping costs, and for the product until it arrives back to our warehouse. For this reason, we recommend a carrier that provides tracking, in case the parcel is delayed or lost.
We want every item to arrive in perfect condition. If the item you have received is faulty or damaged, please contact our customer support team immediately at firstname.lastname@example.org detailing the issue. Where possible, we will arrange for a replacement (subject to availability).
Any import duties, taxes or administration fees that are incurred on the order are non-refundable through JILLSTUART Eyewear. Please contact your local customs office directly. Please refer to our Order & Shipping information page for more details.