FAQ

 


Welcome to our FAQ page. We've listened to your feedback and made it easy to find the information you're looking for. Our FAQ is broken down below into four categories: Ordering, Shipping, Returns and Miscellaneous. The first questions listed are the most commly asked:
 

 

Most Commonly Asked
What are your shipping fees?
When will my order be shipped? When will it arrive?
What's the status of my order? How do I track my order?
Do you offer Gift Certificates?
Will my credit card be charged immediately?
Do you have a size chart?

 


If you can't find your question above, look in one of the categories below:
 

 

Ordering
Do you have a size chart?
Do you offer Gift Cards?
Will my credit card be charged immediately?
Why should I become a registered user?
Why did you call or e-mail me to verify my order?
How do I know that my order has been shipped?
How do I change or cancel an order?
What are my payment options?
Are purchases on this website really tax free?
Is ordering over the internet secure?

 

 

Shipping
When will my order be shipped? When will it arrive?
What's the status of my order? How do I track my order?
What's the difference between "Order Date" and "Ship Date"?
What are your shipping fees?
Do you ship to PO boxes or APO/FPO addresses?
If I send my package as a gift, will the recipient receive the invoice?
Do you have restrictions on holiday shipping

 

 

International Shipping
Do you ship internationally?

 

 

Returns/Exchanges
What is your return/exchange policy?
Where do I ship my return/exchange?
How should I ship my return/exchange?
When will my credit card be refunded?

 

 

Miscellaneous
I bought your product on eBay, is it authentic?
Can you tell me when new products or special promotions are announced?
What is the Address Book and how do I use it?
Where is the nearest store near me?
Are the products on the website the same as in the stores?
Why can't I select the color/size combination I want?
What is your privacy policy?
Is my personal and credit card information safe on your website?

 

 

Q: Do you have a size chart?

A: Click here for size chart

Q: Do you offer gift cards?

A: TBD

Q: Will my credit card be charged immediately?

A: No. Your credit card will not be charged until your order is shipped. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we've charged your credit card.

Q: Why should I become a registered user?

A: You won't have to re-enter your credit card, shipping or billing information; when you place an order they will be filled in automatically. Also, registering makes gift giving simple. Your family and friends' information can be saved in your Address Book, so you avoid typing in their information each time you send a gift. Click here to register now.

Q: Why did you call or e-mail me to verify my order?

A: For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.

Q: How do I know that my order has been shipped?

A: When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online.

Q: How do I change or cancel an order?

A: To cancel an order you recently completed, simply go to this page, log in and then click "cancel order." If for any reason you would like to change your order, please contact customer service as soon as possible. We will make every effort to accommodate your request. However, keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.

Q: What are my payment options?

A: We accept Visa, MasterCard, American Express, Discover and PayPal.

Q: Are purchases on this website really tax free?

A: We collect sales tax only in states where we have a physical J. Lindeberg USA store or dealer. Please refer to the store locator to determine if your state qualifies.

Q: Is ordering over the internet secure?

A: Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

 

Shipping Answers

 

Q: When will my order be shipped? When will it arrive?

If your order was placed Monday thru Friday by 2pm EST it will be shipped the same day, otherwise it will ship out the next business day. You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.

Q: What's the status of my order? How do I track my order?

A: Once you have placed an order, you can check on its status at any time. To track your order, go here. Once an order has shipped, you will receive a shipment confirmation by email that will contain your tracking information.

Q: What's the difference between "Order Date" and "Ship Date"?

A: On most websites, "Order Date" and "Ship Date" are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. When you place an order, you'll see an "Estimated Ship Date" on the order page. If you opted for 2nd Day Shipping, you will receive your package two days after it ships. In some cases this does not necessarily mean two days after you placed the order. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.

Q: What are your shipping fees?

A: Our shipping fees are as follows:

 
Order Total Ground Second Day Next Day
  Delivery in 5-7 Business Days Delivery in 2 Business Days Delivery by Next Business Day
1 item FREE $18.95 $28.95
2 items FREE $20.95 $30.95
3 items FREE $22.95 $32.95
4 items FREE $24.95 $34.95
5+ items FREE $26.95 $36.95

Q: Do you ship to PO boxes or APO/FPO addresses?

A: For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.

Q: If I send my package as a gift, will the recipient receive the invoice?

A: No. All shipments contain a packing slip without prices.

Q: Do you have restrictions on holiday shipping?

A: Our shipping-restricted dates are as follows:

Holiday Shipping Cut-Offs: (for delivery by 12/24/2017)

December 17th @ 2pm Ground Cut-Off to all zones excluding Puerto Rico
December 22nd @ 2pm Two Day Ground Cut-Off
December 23rd @ 2pm Next Day Air Cut-Off

There are no shipments on the following days:

New Year's Day - January 1, 2017*
Memorial Day - May 29, 2017*
Independence Day - July 4, 2017*
Labor Day - September 4, 2017*
Thanksgiving Day - November 23, 2017*
Christmas - December 25, 2017*
New Year's Eve - December 31, 2017**
New Year's Day - January 1, 2018*

 

 

International Shipping Answers

 

Q: Do you ship internationally?

Unfortunately we are not presently shipping internationally. However, please visit our parent website here for European sales.

 

Returns/Exchanges Answers

 

Q: What is your return/exchange policy?

A: We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange. J Lindeberg will issue a refund within 30 days of purchase in the form and amount tendered for the original transaction.

All returns or exchanges must be unwashed, unworn, unused and in their original condition with receipt and tags attached.

After 30 days, no refund of any kind will be issued. J Lindeberg gift cards are non-refundable.

We will only refund shipping charges if we sent the wrong item or the item sent was defective. If you are making an exchange because you would like a different size, style or color, you will be charged for shipping on your exchange. The return/exchange value is determined by the last retail price of the item.

Please note: We do not accept returns on products that were not purchased via this website.

Please use the most economical shipping method for your return. Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount.

Returns & Exchanges will only be accepted with a completed return form. Log into your account, click on "View Order" and on the following page click the "Return" button. Follow the easy steps, print the final page and include it in your return box.

Holiday Return Policy
Orders placed between November 24th and December 22nd may take advantage of our extended holiday return policy. J. Lindeberg will accept any return or exchange postmarked by January 15th.

Q: Where do I ship my return/exchange?

A: Returns and exchanges must be mailed to the address on our return form. You must use our return form to properly process your return/exchange. Go here, log in, click on "View Order" and on the following page click on the "Return" button. Follow the easy steps, print the final page and include it in your return box.

Q: How should I ship my return/exchange?

A: Pack and seal your box securely, in the original package if possible. To be properly processed, you return/exchange must include a completed return form. Go here, log in, click on "View Order" and on the following page click the "Return" button. Follow the easy steps, print the final page and include it in your return box. You should ship your return/exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD.

Q: When will my credit card be refunded?

A: Once your package has been received, your refund or exchange will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment.

The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. When processing your exchange we automatically credit you in the original form of payment and reauthorize a new payment for your exchange. If you have used a banking or debit card your financial institutions policies may result in a non-sufficient funds charge if you are executing a return/exchange.

 

Miscellaneous Answers

 

Q: I bought your product on eBay, is it authentic?

A: We have been getting hundreds of complaints from customers who have purchased on eBay (or other auction/web sites) in regards to counterfeit products. To be sure that you're not buying a counterfeit product, we suggest you shop on our website or from one of our authorized retailers.

Q: Can you tell me when new products or special promotions are announced?

A: Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements. Click here to get started.

Q: What is the Address Book and how do I use it?

A: Registered users can store the addresses of their friends and family online, so when you want to send a gift, you don't have to search for his/her address...we'll hold on to it for you! Go here to update your address book.

Q: Where is the nearest store near me?

A: Click here to find the JLindeberg store nearest you.

Q: Are the products on the website the same as in the stores?

A: Yes. Although our website may have a greater selection than a store in your area, the products are the same.

Q: Why can't I select the color/size combination I want?

A: It's possible that the color/size combination you want is not in stock. For example, we may have your size in stock but not the color. Or we may have the color, but not your size. You can email our customer service department if what you're looking for is out of stock, they may be able to help you in terms of when the product will be available.

Q: What is your privacy policy?

A: We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details on our privacy policy, click here.

Q: Is my personal and credit card information safe on your website?

A: Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

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