FAQs

Need help? Dial Customer Care toll-free 1-800 913 4393

PLACING AN ORDER

How do I place an order on JIMMY CHOO?

Placing an order is easy, simply follow these steps:
  • Shop by browsing through any of our product categories and view more detail on each product page.
  • Add your chosen size to your shopping bag by clicking on the ‘ADD TO BAG’ button.
  • Review the items you have selected by clicking on the ‘MY BAG’. To delete an item from your shopping bag, click on the 'REMOVE' button next to the item.
  • To finalise your purchases, click ‘SECURE CHECKOUT’ and follow the instructions.
  • If you are interested in an item which is not available to purchase online, you can email us and we will try and locate the product for you in one of our boutiques and arrange a mail order purchase.

Do I need to create a JIMMY CHOO account to place an order?

You do not need to create an account to make a purchase. However, we recommend that you set up a JIMMY CHOO account to enjoy the benefits of managing your account which includes organising your payment and address details, reviewing your order history and gaining access to your own personal wish list.

Can I order over the phone?

If you would prefer to place your order by telephone, you may do so by calling our online Customer Care team on 1-800 913 4393, who are on hand to help 24 hours a day, 7 days a week.

What size should I choose?

JIMMY CHOO shoes come in Italian sizing and are true to size. Please refer to our size guide for further information.

WHY ARE SOME ITEMS LISTED AS PRE-ORDER?

We give you the opportunity to get the first look at our new season collections and the unique chance to reserve and purchase these key pieces in your size. Pre-ordered items are not immediately available to be shipped out to you as they are still being created by our Italian shoe making experts.

We provide you with estimated delivery times on the product page of your chosen item, please note these are guidelines and we will keep you updates on the status of your order.

Please note if you have purchased a pre-ordered item, payment will be taken and all items on your order will be held until we receive all the stock to send to you. If you have ordered an item that is immediately available on the same order, that item will be held back until all items are available to dispatch.

How do I know if an item is in stock?

The size dropdown list on the product page will specify whether your size is available to purchase. If the item is in your wish list ‘SOLD OUT’ will be displayed.

Please be aware that if an item is in your wish list or shopping basket, it can still sold as it is not reserved.

You may request to be added to an online waiting list or for assistance with locating your chosen style in your size in a store by clicking on the ‘Email for availability link’ on the product page.

I’ve forgotten my password, what should I do?

Please click on the ‘Forgot your password’ link on the sign in page and follow the instructions.

What payment types does JIMMY CHOO accept?

We accept PayPal,Visa, MasterCard and American Express and Discover cards.

Is it safe to use my credit card?

The security of your details is of top priority to us. To ensure that your shopping experience is safe, simple and secure JIMMY CHOO uses Secure Socket Layer (SSL) technology to protect the data you send to us over the internet. All credit card transactions on this site are processed using Datacash, a secure online payment gateway which encrypts your card details in a secure host environment. If you would prefer to place your order over the telephone, please do give us a call and we will assist.

Is my personal information kept private?

We will treat all the information you share with us as private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the JIMMY CHOO Privacy Policy here.

In order to register with JIMMY CHOO, you are required to let us know your name and email address. To place an order we will require your billing address, delivery address, telephone number, credit card number and expiration date. If necessary these details may be used to verify your order.

We may use your contact details to let you keep you informed of our latest collections and JIMMY CHOO news.

Can I include a gift message with my order?

You are able to include a gift message with your order by entering your personalized message when prompted during check out.

Can I have my order gift wrapped?

We believe every delivery should be a delight to unwrap and all JIMMY CHOO orders arrive in the signature JIMMY CHOO packaging. Shoes will come in their original shoe box wrapped luxuriously in tissue paper and finished with ribbon. Handbags will arrive carefully packaged within a protective felt bag.

How will I know when you have received my order?

After you place your order, you will receive an email confirming that your order has been received. This does not mean your order has been accepted. Once your payment details have been approved, the receiving address has been verified, and the item has been located, your order will be accepted and the item will then be dispatched. Please do keep an eye out for any emails from us once your order has been placed, as we may contact you to verify some details.

Can I amend my delivery address once the order has been placed?

Before your purchases have been prepared for dispatch we may be able to amend your shipping details whilst we check your new address.

Should the shipping address need to be amended, a new order will need to be placed.

Can I add an item to an existing order?

We are unable to add an item to an order or combine two orders together in the same shipment. You will be required to cancel your order and place a new one with all the items you wish to purchase; alternatively you may simply place a new order for the additional item.

Can I purchase a gift voucher?

Whilst gift vouchers are not available online, they can be purchased and redeemed directly at our main Boutiques. For more information, please use our Store Locator.

Will JIMMY CHOO have seasonal sales?

Our seasonal markdowns occur twice a year. To make sure you are notified about all our forthcoming sales, promotions and new arrivals, register for email updates by submitting your email address at the bottom of the homepage.

SHIPPING

WHAT ARE YOUR DELIVERY TIMES?

Our aim is to dispatch all orders within 48 hours from the time your order has been approved.

Once your order has been approved our shipping partners aim to have your order with you within the following delivery times:

United States Express: 1-3 working days (NY 1-2)
United States Ground: 2-7 working days (NY 2-3)
Canada: 3-7 working days
Americas: 2-7 working days
International: 2-6 working days

Any estimated Shipping times should be used as a guide and only commence from the time of dispatch.

Once your order has been dispatched we will send you a confirmation email to let you know, along with your UPS tracking number.

MADE TO ORDER

Due to their bespoke nature, Made-to-order items have an estimated delivery time of 12 to 14 weeks, are non- refundable and will be shipped independently of any other items ordered.

How much is the delivery charge?

Our delivery prices vary depending on your shipping destination:
US Ground: FREE (2-7 working days, NY 2-3)
US Express: $20.00 (1-3 working days, NY 1-2)
New York Sameday: $25.00 (same day)
Canada: $20.00 (1-3 working days)
Americas: $30.00 (2-7 working days)

MADE TO ORDER

Due to their bespoke nature, Made-to-order items have an estimated delivery time of 12 to 14 weeks, are non- refundable and will be shipped independently of any other items ordered.

Any estimated Shipping times should be used as a guide and only commence from the time of dispatch.

Once your order has been dispatched we will send you a confirmation email to let you know, along with your UPS tracking number.

Shop with confidence with free returns. See full delivery and returns information.

Need more help? Email Customer Care or call us on (toll free):1-800 913 4393

Which countries does JIMMY CHOO deliver to?

The JIMMY CHOO website is split into four regions: the United Kingdom, the America’s, Japan and the International site. Please ensure you are shopping from the correct region.

JIMMY CHOO delivers to a global network of countries on a DDP (Delivery Duty Paid) and DDU (Delivery Duty Unpaid) basis.

We ship to the following countries on a DDP (Delivery Duty Paid) basis. This means all import duties and customs taxes are calculated and included within the purchase price:

United States, Canada, Puerto Rico

Any local sales taxes applicable will be added at the checkout page.


We also ship to various other countries on a DDU (Delivery Duty Unpaid) basis. This means you will be liable for any local sales taxes or import duties which may be charged on the delivery of your order.

Before the first DDU order is dispatched, we will always seek confirmation from you to make sure you are fully aware of the DDU policy.

Partial list of DDU countries:

Anguilla, Antigua and Barbuda, Argentina, Aruba, Bahamas, Barbados, Belize, Bermuda, Bolivia, Brazil, British Virgin Islands, Cayman Islands,, Chile, Colombia, Costa Rica, Dominica, Dominican Republic, Ecuador, El Salvador, Falkland Islands, French Guiana, Grenada, Guadeloupe, Guatemala, Guyana, Honduras, Jamaica, Martinique, Mexico, Montserrat, Netherlands Antilles, Nicaragua, Panama, Paraguay, Peru, Saint Kitts and Nevis, Saint Lucia, Solomon Islands, Saint Vincent and the Grenadines, Solomon Islands, Suriname, Trinidad and Tobago, Turks and Caicos Islands, U.S. Virgin Islands, Uruguay.

Can you deliver to stores?

Your order can also be delivered to the following US stores, using either Ground shipping (free of charge) or Express ($20):

51st Street Olympic Tower, Ala Moana, Atlanta Buckhead, Bal Harbour, Beverly Center, Chevy Chase, Chicago Oak Street, Copley, Coral Gables, Crystals, Seattle, Dallas Highland Park Village, Forum, Greene Street, Houston Galleria, King Of Prussia, Madison Ave, Manhasset, Orlando Mall at Millenia, Palazzo Hotel, Palm Beach, Palm Beach Worth Ave, Rodeo Drive, San Diego, San Juan, Scottsdale, Short Hills, South Coast Plaza, Topanga, Union Square, Waikiki - Royal Hawaiian.

Does JIMMY CHOO deliver to PO boxes?

Due to shipping restrictions we are unable to ship to post office boxes. We recommend you provide a suitable shipping address where we can obtain a signature on delivery. This address should be your billing or corporate work address.

Will my parcel be insured and will I need to sign for it?

Your parcel is insured by JIMMY CHOO during the time it is in transit until it is delivered to you. A signature is required for every delivery and it is at this point where the responsibility for the goods delivered is passed to the consignee.

Will there be additional duties or taxes payable on my purchase?

The total invoice paid during the purchase process includes all taxes and/or duties for the merchandise to be delivered to the address in the country specified by the customer.

If you are shipping your order to a DDU destination, the products will show prices exclusive of Taxes and Duties. Once you receive your parcel, you are liable for all import duties, customs and local taxes levies by your shipping destination. We will always seek confirmation from you prior to dispatching your first DDU shipment.

If your order is to be shipped within the USA, sales tax will be charged on orders. No other tax or import duty will be applied to orders shipped within the USA

Please note: if an order containing fur is to be shipped to New Jersey, an additional 7% of sales tax will be added as a legal requirement. Customer Care will contact you to seek authorization before your order is dispatched.

In addition, this does not apply to DDU (Delivery Duty Unpaid) countries where the customer will be charged for any local sales taxes and import duties on arrival. Please refer to 'What countries does JIMMY CHOO ship to?' for further information.

Does JIMMY CHOO ship to multiple addresses?

During the checkout process, you will be asked to select the shipping address for your order. At this time, you can only ship your online order to one location. We realise that your order may include gifts that require shipping to several different locations. To do this you will be required to place separate orders for each address you wish to ship to. Should you require assistance to do this you can contact our Customer Care.

Can I change my delivery address once my order has been dispatched?

Once your order has been shipped, we are unable to redirect it, please do ensure there will be someone available to sign for your parcel.

Can I track my order?

As soon as your order is dispatched, we will send you a confirmation email along with your unique tracking number. You may use this number to track your order online with UPS or DHL.

Which Carrier do you use?

We deliver within the US via UPS, Monday to Friday from 9am-8pm.
For all international orders, DHL is used. DHL delivers between Monday and Friday 9am – 5pm.

What packaging will my order be delivered in?

Women’s shoes will be carefully packaged in their original JIMMY CHOO shoe box complete with a JIMMY CHOO ribbon and placed inside a felt dust bag.

Men's shoes will be delivered in grey JIMMY CHOO shoe boxes with felt dust bags.

Handbags will be dispatched in a JIMMY CHOO felt bag to protect the bag when not in use.

RETURNS AND EXCHANGES

How do I return or exchange an item?

To return any unwanted items, simply follow the instructions below. We request that all goods are returned within 14 days of the date of receiving your order.

Domestic Returns

  1. • Sign into your JIMMY CHOO account and under Order History; select your order number containing the items you would like to return.
    • Click on REQUEST A RETURN and select whether you would like to return or exchange your item/s.
    • We ask that you select the reason why you want to send your item(s) back. If an item is faulty, please let us know in the comment box provided.
    • If you'd like to exchange an item for another size, please select the size you would prefer to have. Please do contact us if your size is not available.
    • Make sure you check the box to agree with our Conditions of Return.
    • Once you click SUBMIT RETURN, we will send you an email containing your Returns Merchandise Authorisation (RMA) number.
  2. Book a collection with UPS by calling + 1 800 823 7459. Our New York Premier customers will be contacted to arrange a convenient collection time.
  3. Complete and sign the returns pro-forma invoice with your RMA number.
  4. Seal your package for the driver to collect.

International Returns

  1. • Sign into your JIMMY CHOO account and under Order History; select your order number containing the items you would like to return.
    • Click on REQUEST A RETURN and select whether you would like to return or exchange your item/s.
    • We ask that you select the reason why you want to send your item(s) back. If an item is faulty, please let us know in the comment box provided.
    • If you'd like to exchange an item for another size, please select the size you would prefer to have. Please do contact us if your size is not available.
    • Make sure you check the box to agree with our Conditions of Return.
    • Once you click SUBMIT RETURN, we will send you an email containing your Returns Merchandise Authorisation (RMA) number.
  2. Book a collection with DHL. To find the telephone number of your nearest DHL, visit www.dhl.com and select your country. Please give our account number as stated on your RMA email.
  3. Sign four copies of the returns proforma invoice that you received with your order (and fill in the DHL air waybill if applicable).
  4. Then leave your package open until the driver has checked the contents.

To ensure that your return is processed as quickly as possible send all the items you wish to return from one order in one parcel.

Items should be returned new, unused and with all tags still attached. In addition, shoes should be returned in their original, undamaged shoe box as this is considered part of the product.

Can I return an item purchased in the sale?

You may return an item you have purchased in the sale as long as it meets the requirements of our returns policy. The returns policy for sale items is the same as stipulated above.

Can I return a faulty item?

An item is deemed faulty if it has been received by you in an imperfect condition or if there is a subsequent manufacturing fault within a period of 1 year after delivery. We do not consider wear and tear to be a fault; you may refer to our Product Care Guide here for further information.

All items that are returned as faulty are thoroughly inspected by our quality control experts to deem whether an item is faulty or whether it is fair wear and tear. We may be able to offer to repair your item but please note that repairs are not guaranteed.

Exchanges are possible subject to availability. Should you prefer to have an exchange please let us know when you request your RMA number.

To return a faulty item to us, you should follow the standard returns process as detailed above.

Will I receive a full refund?

If your order has been sent to a destination within the US, all sales taxes will be refunded. Outside the US, customs duties and sales taxes are non-refundable. Your refund excludes the initial shipping cost. Please note refunds may take up to ten working days to appear in your account depending on your card issuer. We will email you when your refund has been processed.

Can I return an item I purchased online to a store?

Although we are unable to accept returns in our stores at this time, you can return your order easily by following the steps outlined under “HOW DO I RETURN OR EXCHANGE AN ITEM?”

Please note: our US boutiques only offer an exchange policy.

Can I return a fragrance?

JIMMY CHOO does not accept returns for fragrance.

What is your boutique return policy?

You may exchange or return your item for store credit within 7 days from the time of purchase at any JIMMY CHOO boutique within the United States, when accompanied by an original Jimmy Choo receipt or gift receipt. All returned items should be in a perfect, unused condition. All returned items will be refunded in the form of store credit which can be redeemed at any time. Please note that we are unable to issue card or cash refunds in store.

OUTLET STORES - JIMMY CHOO pieces purchased at outlet stores are classified as ‘Final Sale’ and will not be accepted for a refund or exchange.

INTERNATIONAL PURCHASES - If you have purchased a JIMMY CHOO item outside of the United States, we would be unable to accept it for a refund for exchange in a United Sates based store. Should you require after sales assistance we ask that you contact us on customercare.usa@jimmychoo.com and we will assist you.

OUR PRODUCTS

I need help with sizing

JIMMY CHOO shoes come in Italian sizing and are usually true to size. Please refer to our Size Guide for further information.

For more detailed advice please contact us customercare.usa@jimmychoo.com .

I need more information on a product

We try to give as much information as possible on the product page of an item.
Please refer to our extensive Product Care Guide here for information on fabrics and how to care for your JIMMY CHOO purchase. For more detailed information contact advisor@jimmychoo.com .

Why are some items listed as pre-order?

We give you the opportunity to get the first look at our new season collections and the unique chance to reserve and purchase these key pieces in your size. Pre-ordered items are not immediately available to be shipped out to you as they are still being created by our Italian shoe making experts.

We provide you with estimated delivery times on the product page of your chosen item, please note these are guidelines and we will keep you updates on the status of your order.

Please note if you have purchased a pre-ordered item, payment will be taken and all items on your order will be held until we receive all the stock to send to you. If you have ordered an item that is immediately available on the same order, that item will be held back until all items are available to dispatch.

If I add something to my wishlist, is it reserved?

Adding an item to your wishlist does not reserve it.

Can I share my wishlist?

You may share your wish list with friends or family by email, or on Twitter and Facebook. Alternatively you can print it to take into a store.

Something is out of stock, can I still order it?

If you are unable to locate your size online, we may be able to find it for you in a boutique. Let us know what you are looking for by contacting us on USAboutiques@jimmychoo.com .

Can I still order a past season item?

Past season styles and sale items will not be available to purchase online and availability in stores may be limited.

We would recommend contacting USAboutiques@jimmychoo.com to enquire for availability as certain styles may still be available to purchase in our worldwide boutiques or outlet stores.

Do you offer a repair service?

Whether you have purchased online or in store, JIMMY CHOO offers an excellent after care service and will assist with all repairs where possible.

Please note that some styles may be irreparable depending on the materials used. Please refer to our Product Care Guide which outlines detailed descriptions of all of our materials.

 

We strongly discourage the addition of rubber protective soles onto Jimmy Choo products as this will alter the balance of the shoe and may cause the heel to break. Repairing heel damage due to the alteration of soles may incur a charge.

If you purchased from the website please email customercare.usa@jimmychoo.com and a member of the team will arrange for your shoes to be inspected by our expert team of technicians.

 

For in-store purchases, our boutiques offer an aftercare service and will be delighted to assist you directly with your inquiry. If it is inconvenient to contact your point of purchase directly, please email customercare.usa@jimmychoo.com where you will be contacted by the appropriate department.

Do you have a care guide?

To help you take care of your JIMMY CHOO item, you may refer to our Product Care Guide here here.

MADE TO ORDER

Which JIMMY CHOO styles are available to Made To Order?

The Style Families are eight of the most iconic JIMMY CHOO styles: Anouk, Lance, Platforms, Lottie, Romy, Luna, Ren and Pearl. Each Style Family is offered in a variety of heel heights to suit every occasion. We also offer five iconic JIMMY CHOO bags: Cara, Celeste, Milla, Ruby and Trinket.

What is the size range available?

Every style will be available in sizes 34-43.

Which colours and Materials can I choose from?

Featured materials include: kid, suede, satin, elaphe, crocodile and python in a variety of colours. You will be able to see a selection of colour and material swatches online.

How can I personalise my shoe/bag?

You will have the opportunity to have a monogram or a bespoke date on the sole of your shoe. To personalize your shoes with monogramming you may choose from 4 letters A-Z as well as a star, heart and exclamation mark. If you would prefer to have a bespoke date, you may choose 6 digits which is etched onto a plaque in a date format and fitted into the sole of the shoe. You will need to select a 6 digit number for the bespoke date service. Please note you may not choose both the monogramming and the bespoke date options. To personalise your bag you may choose from gold or silver hardware as well as a monogram or a date plaque.

AM I ABLE TO PERSONALISE THE INDIVIDUAL SHOES IN MY MTO PAIR WITH DIFFERENT MONOGRAMMING AND BESPOKE DATES?

The monogramming must be identical on each shoe. There are a total of 4 characters that can be applied, however if not all 4 characters are used the monogram will be centralised on the sole of the shoe. The bespoke date that you select will be the same on both shoes. Please note you may not choose both the monogramming and the bespoke date options.

When will my shoes/bags be ready?

We aim to deliver your shoes/bags between 12-14 weeks of you placing your order with us. We will contact you once the shoes are ready to be shipped to your chosen shipping address.

Which countries can I ship my Made To Order items to?

Made To Order cannot currently be shipped to Hong Kong and China from our website. However, you may create your bespoke shoe using our online service and go to your nearest store to place your order.

Am I able to cancel my order once I have placed it?

Due to the bespoke nature of this service, unfortunately once the order has been placed it cannot be withdrawn.

Am I able to make any changes to my order once I have placed it?

Due to the bespoke nature of this service, unfortunately once the order has been placed it cannot be amended.

When do I pay for my bespoke shoes/bags?

Given the bespoke nature of the service, you shall pay Jimmy Choo in full at the time of placing the order.

I have ordered a Made To Order item on the same order as an item from a current JIMMY CHOO collection, what will happen to my order?

We will ship your current JIMMY CHOO collection item within in our usual time frames as soon as they become available. Your Made To Order item will follow within 8-10 weeks.

Do you have a Made To Order aftercare service?

For any questions or concerns about your online order, you may email us at customercare.usa@jimmychoo.com and we will be able to help.