FAQs

ORDER ISSUES

Where can I buy JILL STUART eyewear products?

We ship JILL STUART eyewear products to many destinations in APAC from our online store. Our products are also available in retailers around the world. JILL STUART 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 item I want is out of stock. What should I do?

The styles shown on the JILL STUART 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.

Can I change my billing address after my order has been placed?

The billing address cannot be changed after the order has been placed.

Can I cancel my order?

Please contact Customer Support or send an e-mail to jssupport@jillstuarteyes.com and provide the order number to us as soon as possible. Once an order has been dispatched, you cannot cancel the order.

PAYMENT ISSUES

Which currency are your prices shown in?

Our online store prices are displayed in US dollars.

What payment methods do you take?

We accept Visa, MasterCard, American Express , Shop Pay, Apple Pay, and Google Pay. You can also choose to pay with PayPal.

I cannot complete the checkout or payment for my order. What should I do?

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.

I have experienced some technical problems in the online store. What should I do?

If you are experiencing technical problems with the online store, please contact us at jssupport@jillstuarteyes.com. If you are able, attach a screenshot of the issue to better help us find a solution.

ABOUT SHIPPING

Where do you ship?

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.

Destination Service Cost

Mainland China/Hong Kong/Macau/Taiwan

Free SF Express shipping

Other APAC countries

  • Fedex/ DHL Express 20 USD standard shipping or free for orders over 150 USD.
  • Fedex/ DHL Express 25 USD express shipping or free for orders over 300 USD.

Do you offer free shipping?

Yes, we offer free shipping to Hong Kong, Macau, Mainland China and Taiwan via SF Express. We also offer free standard shipping for orders of 150 USD or more, or express shipping for orders of 300 USD or more via Fedex/DHL Express to other APAC countries. You may also choose Express shipping via Fedex/DHL Express at a cost of 25 USD.

Can I change my shipping address after my order has been placed?

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.

Can I track my order?

Yes. Once your order has been dispatched from our warehouse, you will receive a shipping confirmation email with a tracking number.

Will I need to pay duties and taxes for international shipping?

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 JILL STUART does 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.

Will my order be delayed at customs?

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. JILL STUART is not responsible for any unpredictable delays beyond our company’s control.

Can you declare a lower value for customs?

Sorry, we cannot do that due to regulations.

What happens if I refuse a shipment?

If you refuse a shipment from JILL STUART 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 Jill Stuart. This amount will be deducted from your order payment refund.

ABOUT PRODUCTS

How can I be sure of the authenticity of the products?

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.

How do I clean my JILL STUART eyewear products?

A cleaning cloth is provided for every pair of glasses. We suggest using this cloth.

Do JILL STUART sunglasses come with polarized lenses?

Our sunglasses are non-polarized.

RETURNS & EXCHANGES

What is your return policy?

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 Jill Stuart 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.

Can I still return the product after 14 days?

Please email us for help at jssupport@jillstuarteyes.com.

When will I receive the refund for my returned order?

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.

Can I exchange the product in my order?

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.

Do I need to pay delivery costs if I want to return the product? What carrier should I use to send the glasses back?

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.

I have received faulty or damaged items. What should I do?

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 jssupport@jillstuarteyes.com detailing the issue. Where possible, we will arrange for a replacement (subject to availability).

Will duties & taxes be refunded on return?

Any import duties, taxes or administration fees that are incurred on the order are non-refundable through JILL STUART eyewear. Please contact your local customs office directly. Please refer to our Order & Shipping information page for more details..

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