FAQ - 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 advisor@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 boutiques@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 boutiques@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@jimmychooonline.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 usaboutiques@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.


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.

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?

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.


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 be ready?

We aim to deliver your shoes between 8-10 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?

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 10-12 weeks.

Do you have a Made To Order aftercare service?

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