FAQ - Returns

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 30 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 UsaBoutiques@jimmychoo.com and we will assist you.