Help & Advice

If you have a question regarding online orders, you can contact our Customer Care team by emailing:
customercare.usa@jimmychooonline.com

or by telephoning the following number:
USA (toll free) +1 877 955 2466

Need help finding a gift? Contact us for expert advice:
giftadvisor@jimmychoo.com

For all other enquiries, including store enquiries, please send an email to:
info@jimmychoo.com

JIMMY CHOO endeavours to respond to all unanswered queries within 24 hours.

Jimmy Choo uses the Italian sizing system. To help you choose your equivalent size, simply refer to our international size chart below:

You can shop the JIMMY CHOO website in 3 easy ways:
1. Browse the 'SHOES', 'HANDBAGS' and 'ACCESSORIES' links.
2. Visit the 'COLLECTIONS' to view the entire JIMMY CHOO range.
3. Use the SEARCH function located at the top of the website if you know what product you are looking for.

The dropdown on the product page will specify if the item is available to purchase. If your shoe size is not showing, click on the 'EMAIL FOR AVAILABILITY' link in the details tab and a pop up window will prompt you to fill in your details.
We will then contact you should your size become available.

If an item you are interested in is out of stock, email stock.update@jimmychoo.com and we will try and locate it for you in one of our boutiques.

Although you can place an order on our website without registering, we recommend you create an account as you will be able to track the progress of your order and receive new arrival emails so you are always first to know about our products.

If you cannot remember your password, click on the ‘SIGN IN/REGISTER' link at the top of the website and click on 'I'VE FORGOTTEN MY PASSWORD'. This will direct you to a page where you can enter your email address and click 'EMAIL PASSWORD'. Your password will then be sent to you.

Making a purchase is easy:

• Shop by browsing through the SHOES, HANDBAGS and ACCESSORIES links.
• Click on an image to access the item's product page where you can view more product information, plus you can check the size and colour options available.
• Add item(s) to your shopping bag by clicking on the ‘ADD TO SHOPPING BAG' button.
• Review the items you have selected by clicking on the ‘SHOPPING BAG’. To delete an item from your shopping bag, click on the 'EDIT SHOPPING BAG' button. To change the number of items click on 'UPDATE QUANTITY' and amend this.
• Resume shopping after viewing your shopping bag by clicking the 'CONTINUE SHOPPING' button. Please be aware that when an item is in your shopping bag another customer can still purchase it.
• Finalise your purchases by clicking on 'CHECK OUT NOW' and follow the instructions.

Alternatively you can browse the 'COLLECTIONS' which displays the entire JIMMY CHOO range.

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 in one or our boutiques and arrange a mail order purchase for you.

As we are unable to add a new item to an order once it has been placed, we recommend that you place a new order for the additional items required. For order assistance, please call (toll free) +1 877 955 2466.

We accept Visa, Visa Electron, MasterCard, American Express, Delta, and Visa debit cards.

Payment will be debited and cleared from your account upon receipt of your order by JCL who will confirm that the credit/debit card that is being used is yours. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to JCL, we will not be liable for any delay or non-delivery.

Please note, JCL operates from the UK and therefore any order which is placed outside of the UK may be subjected to bank fees charged by the bank of the card holder. This is out of JIMMY CHOO’s control and therefore these fees are non-refundable by JIMMY CHOO.

To help ensure that your shopping experience is safe, simple and secure JIMMY CHOO uses Secure Socket Layer (SSL) technology when handling personal or payment information. This technology encrypts and protects the data you send to us over the internet and is supported by all modern browsers. When SSL is enabled you will see the letters 'https' in the URL to indicate you are in a secure area. Also, your browser may display a message, or a padlock symbol that you can click on to obtain information about the SSL digital certificate registration. JIMMY CHOO also works with our partners - Venda, VeriSign and Datacash - to provide secure credit card transactions via the site.

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. JIMMY CHOO holds your credit card details on the website, unless you confirm otherwise, so you will not need to re-enter your credit card details every time you place an order with us.

Should you prefer to place an order by telephone, simply contact our Customer Care team on:
USA (toll free) + 1 877 955 2466

To place an order with our Customer Care team, call (toll free) + 1 877 955 2466

After you place your order, you will receive an email confirming that your order has been received. Once your credit has 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 shipped.

In the rare instance that any product(s) you have ordered are unavailable, we will notify you by email or telephone and will only charge your credit card for the value of items in stock.

If your country is not included in the below list, send an email to customercare.usa@jimmychooonline.com and we will confirm whether we are able ship to you.

Partial list of DDU countries:

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

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. If you are placing an order that includes gifts, we suggest you place seperate orders for each address you wish to ship to. Should you require assistance to do this you can contact our Customer Care team on:

USA (toll free) + 1 877 955 2466

We are unable to amend the shipping state or country once an order has been placed. Should the shipping address need to be amended, a new order will need to be placed. We also recommend you provide an address where you will be able to receive it.

Customers can select our same day delivery service in New York if they place their order by 1pm on weekdays and weekends. For information on our New York Premier shipping costs, please refer to ‘How much will I be charged for shipping’.

Please make sure you provide a suitable shipping address where you are able to sign for your parcel on arrival.

We endeavour to dispatch all orders within 48 hours. Your order will be shipped once payment has been approved and the delivery/billing address has also been verified.

If you have ordered an item from a waiting list it will be shipped once the merchandise is in stock.

Delivery times should be used as a guide and commence from the date of dispatch.

*New York Premier orders must be received by 1pm weekdays and weekends in order to guarantee same day delivery. Orders placed after this time will be delivered the following day.

The following table details our shipping costs.

New York Premier orders are delivered Monday-Sunday

Domestic orders are shipped via UPS, Monday to Friday from 9am-8pm and International orders are shipped via DHL, Monday to Friday from 9am-5pm.

If you are shipping 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. For all other countries outside the USA, local taxes will be applied on the price shown.

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 statement. In order to register as a user at JIMMY CHOO, we will need to know your name, mailing address and email address. To process credit card orders online, we will also require the following information: your billing address, shipping address, telephone number, credit card number and expiration date.

We will use your billing and credit card information to process your order and inform you of its delivery. Please note that JIMMY CHOO does not keep your credit card details on the JIMMY CHOO website, and these details are therefore protected from any breach of security at the JIMMY CHOO website. We may also use information we collect to inform you of new goods and services via emails. If you do not wish to receive these emails, please send an email to unsubscribe@jimmychoo.com Navigational information is only used for internal purposes to enhance the customer shopping experience and site usability and is not shared with any outside parties. Financial information is used to check the user's qualifications and to bill the user for products.

During the checkout procedure, the customer will identify which country the items will be shipped to. All relevant customs duties and/or sales taxes will then be calculated for the shipping destination specified. Before finalising payment the customer will be able to view these costs and then proceed to 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. Please note; if a footwear 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 authorisation 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 'Which Countries Does JIMMY CHOO ship to' for further information.

To check the progress of your shipment, sign in to your JIMMY CHOO account on our website followed by 'ORDER HISTORY' to view the status of your order.

JIMMY CHOO will store a record of your transactions for a minimum of one year.

Shoes will be delivered in their JIMMY CHOO shoe box, complete with felt bag and handbags will be dispatched in a JIMMY CHOO felt bag.

All orders for the ICONS collection will be delivered in a limited edition snake skin printed shoe box.

All Rob Pruitt products are presented in unique Jimmy Choo pink packaging with dégradé lining and pink dust bags, sealed with an angel or devil panda sticker. The Angel and Devil minaudières are housed in an exquisitely crafted calfskin box lined with leather and embossed with the Jimmy Choo logo.

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

If you would like to send your purchase as a gift, you will have the option of receiving shoes and handbags in a signature JIMMY CHOO gift box with ribbon and adding a gift card. Please contact our Gift Advisors on giftadvisor@jimmychoo.com

Your JIMMY CHOO order is insured in transit against theft and accidental damage until it reaches the delivery address specified. Once your purchase has been delivered and signed for, it is no longer covered by insurance.

We happily accept the return of all unworn online orders within 30 days of receipt of your order. To return any unwanted items FREE OF CHARGE, simply follow the below instructions.

1. DOMESTIC RETURNS:
2. Send an email to customercare.usa@jimmychooonline.com to request a Returns Merchandise Authorization number (RMA). We request that all goods are returned within 30 days of the receipt of your order.
3. Book a collection with our shipping partner, UPS by calling + 1 800 823 7459. Our New York Premier customers will be contacted to arrange a convenient collection time.
4. Complete and sign the returns pro-forma invoice with your RMA number.
5. Seal your package for the driver to collect.

1. INTERNATIONAL RETURNS:
2. Send an email to customercare.usa@jimmychooonline.com to request a Returns Merchandise Authorization number (RMA). We request that all goods are returned within 30 days of receipt of your order.
3. 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.
4. Sign four copies of the returns proforma invoice that you received with your order (and fill in the DHL airwaybill if applicable).
5. Then leave your package open until the driver has checked the contents.

We will notify you once your return has been received and processed.

All returns for any particular order need to be returned in one shipment. Any subsequent returns from the same order may incur additional shipping costs. The RMA number should be written on your original invoice and on the return-shipping label (DHL Air waybill slip). We request that returns are sent back to us via our shipping partner UPS, DHL or, for New York Premier orders our New York courier service. JIMMY CHOO is not liable for any returned goods which are not returned in this way. The return address is stated on the pre-printed shipping label supplied with your goods. Failure to obtain an RMA or return goods using neither UPS, DHL nor our New York Premier courier service does not affect your statutory rights.

JIMMY CHOO will not accept returns for any non-faulty items that have been worn and tags removed. Upon receipt of an order, if any item has been received with no tags, customer should notify us (by phone or email) on the same day if they wish to return. We strongly advise all customers to check products thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

Please be aware that shoes must be returned with their original designer packaging. Shoes returned without their original boxes will not be accepted. In addition, all orders should be returned in a perfect condition with no marks on the soles of shoes.

Should you wish to exchange an item for an alternative size, please email us when you request your RMA number and we will reserve it for you if the item is in stock. As soon as we receive your return, we will dispatch your new size to you after the goods have undergone a quality control check.

If you are located outside the US you will be required to pay additional taxes and duties on the replacement item.

Please be aware that we are unable to exchange an item for an alternative colour or style, subject to availability. To purchase a new item, we recommend you return the item and place a new order.

In order to facilitate the return of faulty items you must obtain a Return Merchandise Authorization (RMA) by emailing us at customercare.usa@jimmychooonline.com and follow the standard returns process as detailed above. Faulty items will only be accepted if the goods are delivered to the customer damaged or there is a subsequent manufacturing fault within a period of 6 months after delivery. All items returned as faulty will be inspected and any items deemed to subject to fair wear and tear will not be accepted as faulty.

Exchanges are possible if the item is available. We can only exchange faulty items for the same item in the same size, subject to availability. If you wish to exchange, please make your request clear when requesting your RMA.

Where possible items may be repaired on request but only where such items are deemed faulty and repairable. Repairs do not come with any guarantees.

The policy for returning sale goods is the same as above for normal returns. A Return Merchandise Authorization (RMA) number should be requested and returned within 30 days of receiving your order. Any items returned outside this timeframe are accepted at the discretion of JIMMY CHOO.

If you need assistance returning your purchase, call our Customer Care team on:

USA (toll free) 1 877 955 2466

All undamaged, correctly returned products will be credited to the original purchaser's credit card excluding shipping charges. 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.

JIMMY CHOO has seasonal sales similarly to its boutiques.

To make sure you are notified about all our upcoming sales and promotions, enter your email address at the bottom right hand side of the webpage.

We are currently testing a new security system in some of our products. This security system consists of a card and a matching holospot allowing us to identify genuine products.