FAQ

1.1 Telephone

WhatsApp number 056 416 2293

You can also call us at our number +800545726337

We are available from 10AM to 10PM UAE time, Monday to Sunday.

1.2 Email

You can e-mail us by completing the contact form. We will respond as soon as possible.

2.1 How to shop on jilsander.ae

To freely consult our catalogue, select a category from the navigation menu or click on the search icon and type in a keyword/s.

Your can refine the results by using the filters within each categories.

To see the full product details, click on the picture of the item to open the product page, where you will find all available sizes and colors, images and other information.

When you have made your choice, select the size and color on the product page and click on "add to cart".

To proceed with your order, click on the cart in the upper right corner of the screen and then on "checkout".

Once you have completed our purchase, you will receive a confirmation e-mail containing your order details.

If you don't receive a confirmation e-mail, please check your spam folder. If you still can't find it, please contact us.

2.2 Checkout

You can complete your purchase on jilsander.ae by logging in to your account or continuing as a guest.

You can use your account to log from all the Countries listed on site. Please make sure you are logging in from the same country you would like to ship to.

By creating an account on the Jil Sander website you can easily access your order details and speed up the checkout process.

2.3 Cancel an order

If you wish to cancel your order, please contact us within a few minutes of placing your order on +80062744352
or via e-mail by completing the contact us form located in the Contact Us section.

Unfortunately, once we begin processing your order, you will no longer be able to cancel. You can request for a return after you receive your order.

2.4 My order has been declined

If the system declines your order, please check that all the information entered is correct. 

If all the information is correct, please contact your credit card issuer and then, if necessary, inform our customer service.

2.5 Product price

Purchase on Jil Sander is reserved for private end customers.

Our prices include VAT in UAE, where applicable.

An invoice is issued for every order and will be sent with the parcel.

Please note: once your order has been confirmed, it is not possible to change invoicing details or issue a new receipt that is different from the one that has already been issued.

2.6 Packaging

All our orders are delivered in branded 'Jil Sander' gift packaging.

3.1 Advantages of creating a Jil Sander account

Creating an account on the Jil Sander website enables you to:

• receive special promotions
• save billing and shipping addresses to speed up the ordering process
• save credit card details to speed up the payment process
• save the contents of your cart
• create a wishlist
• easily access your details and order history.

3.2 Changing your account details

You can update your account details at any time by logging in your account and accessing the account details section. You can change all details except for the country you are registered in. 

Click "save" to save all changes.

If you have forgotten your password, you will find a reset password link in all the areas in which your password is required.

Enter the e-mail address that you used to register to receive a password recovery form via e-mail within a few minutes.

3.3 How to create an account

To create an account, simply indicate your name, surname, e-mail address, a password and your date of birth.

You can also register right after a purchase by simply inserting a password. The details that you entered at the checkout will then be saved to your account.

If you can not access your account, please try changing your password using the Forgot Password link. 

To unsubscribe from the newsletter please click on the Unsubscribe option at the bottom of our newsletters.

If you have any doubts or questions, you can contact us on +80062744352
or via e-mail by completing contact form.

We are available from 10:00 am to 10:00 pm (UAE time) from Monday to Friday.

4.1 Payment methods

Jil Sander accepts the following payment methods: Visa, MasterCard, Apply Pay, AmericanExpress, and Tabby.

Jilsander.ae offers a fast purchase service, which allows you to save your payment methods details for future purchases.

Payment details are collected through the most advanced technological coding system (SSL) and our online store uses a secure Trustwave and GeoTrust certified server to guarantee maximum protection.

4.2 Refunds

Once we have received your return at our store and checked that it is eligible for a refund. Your refund will be issued.

The refund will take up to 7 working days to process. How long it takes for the credit to show on your account will depend on your credit card issuer.

5.1 Shipping times and costs

Same day delivery on orders placed before 12 PM.

Standard Shipping 1-2 working days.

Free of costs on all orders.

You will receive a tracking number as soon as your parcel has shipped.

Deliveries will be completed during business hours from Monday to Friday.

If the parcel is not deliverable on the first attempt, the courier will attempt to deliver it another two times.

All orders are processed automatically and associated to the selected shipping method.

It is not possible to place orders with a shipping country that is different from the country you have chosen for navigating the website.

5.2 Where we ship to

Jil Sander delivers to all emirates in the UAE.

The order must be placed on the website of the country you wish to ship to. If you select another shipping country your shopping bag may be modified or emptied.

If you chose Home Delivery, the order will be delivered by courier during working hours. We remind you that someone needs to be present at delivery to sign for the package.

After the a failed delivery attempt, the courier will leave a note with instructions on further delivery attempts.

5.3 Pick up in boutique

Jil Sander offers you the possibility to pick up your online order free of charge in a boutique. 

You will be able to collect your parcel from Jil Sander Mall Of Emirates.

Select "Pick up in boutique" at checkout, you will receive an email as soon as your order is ready to be collected from Mall Of Emirates.

In order to pick up your order, you will need to bring with you:

• A valid ID
• The shipping confirmation email (printed or on a mobile device).

If someone is collecting an order on your behalf, they must bring in addition to the documents above:

• A valid ID of the person collecting
• Letter of authorization.

If the item is not picked up within 10 days of delivery to the boutique, the order will be returned, and we will issue a refund.

5.4 Shipping to multiple addresses

It is not currently possible to deliver an order to more than one address.

If you wish to ship to two or more different addresses, please place a separate order for each destination.

5.5 Shipping to P.O. boxes or general delivery

We are currently unable to ship orders to general delivery and P.O. boxes. 

Orders placed for these types of address will be cancelled automatically.

5.6 Signature on delivery

For security reasons, all purchases made on jilsander.ae will require the customer, or a delegate over the age of 18, to sign for delivery. 

If delivery is unsuccessful on the first attempt, the courier will attempt to deliver the parcel another two times. If all three attempts fail, the parcel will be shipped back to our store and a related refund will be issued.

The courier will ask the person who collects the parcel to present a valid identity document.

5.7 How to track your shipment

You can track shipment of your order via the tracking number provided in the shipping confirmation e-mail.

If you are a registered user, you can check the status of your order and the tracking number under order status in your account.

5.8 Choose delivery date

Unfortunately, it is not possible to choose a specific date and time of delivery.

5.9 Returns

You can return any item ordered, except for fragrances, publications and final sales within 14 days of the delivery date.

Items must be returned in their original condition and in their original packaging.

To make a return request, please follow the instructions below:

1. Make sure the items are in the same condition as you received them, with all the tags and security seals untouched and attached. Boxes, dust bags and other packaging must be returned with the items.

2. Complete the return request contacting our customer service team.

You will then receive an email containing the return details, otherwise please contact our Customer Service.

3. Put the items that you want to return in a box, preferably the original one, and make sure that it is properly sealed.

4. Arrange your parcel collection or drop off with the courier.

6.Your refund will be issued as soon as the return has been received and checked by our team. We kindly remind you that the refund timeframe will depend on the payment method used at the moment of purchase.

Jil Sander S.p.A. reserves the right not to accept returns that have not been properly requested or shipped within the returns time limit or if they are not in the same condition in which they were delivered.

We also remind you that if you decide to return the product without using the return shipping label supplied by Jil Sander S.p.A., we advise you to entrust the return shipping to a secure courier and retain the receipt as proof of shipping.

Items must be returned to the courier within 14 days of the delivery date of your order.

5.10 Returns in boutique

You can visit the store in Mall Of Emirates with the item you want to return. The item should be brought to the store in its original packaging. 

The Client Advisors in store will be glad to assist you in the return process and you will receive an email with your refund details. We kindly remind you that the refund timeframe will depend on the payment method used at the moment of purchase.

5.11 Returns acceptance

Once we have received your return and checked that all the requirements have been met, you will receive a refund e-mail with all the details.

6.1 How to select your size

For information on sizes we suggest you consult our "size guide" by clicking on the link on the product page.

6.2 Product sizing

The size shown on the item's label is indicated on every product page and converted into your country's corresponding size. To search for the size that interests you, please use our Size Chart which can help you find the right fit.

6.3 Authenticity and counterfeiting

Jil Sander sells its merchandise exclusively through the following limited channels of distribution:

• Jil Sander boutiques
• Jil Sander online store at jilsander.ae
• Authorised online retailers

Jil Sander does not sell its merchandise through individuals, street vendors, unauthorised retail locations or unauthorised websites.

In an effort to protect its valuable brand and loyal customers, Jil Sander reserves the right to refuse the sale of Jil Sander products to individuals engaging in reselling or transhipment activities. Please contact us to report counterfeiters and unauthorised distributors of Jil Sander merchandise.

With regard to the authenticity of items sold online or in store, we do not authenticate products over the phone or by e-mail.

The only way to ensure that the items you purchase are authentic and safe is by purchasing them in Jil Sander boutiques and the online store (jilsander.ae) or from our authorized distribution network.

6.4 Care and repair

For items purchased on jilsander.ae, contact our customer service team by calling +80062744352 or via e-mail by completing contact form.

For items not purchased on jilsander.ae please refer to the Jil Sander store or authorised retailer where the item was purchased.