Covid-19 FAQS

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Covid-19 FAQS

Can I still place an order?

Yes, we are continuing to accept and process orders via the JimmyChoo.com website.

Can I still return my order?

Yes, we are currently able to accept returns. The usual process for returning your order still applies. For any Jimmy Choo items purchased from other retailers, please check with the retailer directly. All returned items must continue to meet all existing returns acceptance criteria set out on our delivery and returns page here. Please allow up to 5 calendar days from the date we receive your returned order for this to be processed.

What is the delivery timeframe for my order, are there delays?

Our delivery timeframes are advised on product and checkout pages, and can also be found on our frequently updated delivery and returns page here. Although as of 26 March 2020 delivery timeframes are not guaranteed within the US, Canada and Americas, at the moment our courier networks are widely operating as usual and we will continue to monitor the circumstances to keep our customers updated.

Please also note that our New York same day delivery service is currently disabled. We will update our customers when this is available again.

Which Jimmy Choo stores are open?

We are beginning to reopen our stores while taking measures to ensure safety for everyone. While some of our stores remain closed we continue to monitor the situation closely. For up-to-date details, please visit our Store Locator.

Will your Customer Service team be available, and how do I contact them?

Our Customer Service team are still available to assist you between 6:00pm (ET) Sunday and 6:00pm (ET) Friday. For further information, please view details on how to Contact Us.

Will you continue to ship to countries affected by COVID-19?

We are currently continuing to ship all international orders. As the situation is changing daily, you may experience slight delays in delivery to countries under quarantine. You will continue to receive updated delivery information, and Customer Service are on hand to answer any queries around your order status, delivery or return.

Am I safe to purchase pieces made in or shipped from countries affected by COVID-19?

The safety of our customers and community continues to be our main priority. Our service partners are following up-to-date information from the World Health Organisation (WHO). Current advice explains that it is safe to receive packages, as the risk of contracting the virus from a package that has travelled and been exposed to different temperatures is low. Visit the WHO website for more information.

Are Jimmy Choo continuing to offer an aftersales service?

The recent COVID-19 outbreak has led to reduced working capacity and limitations in service of our repairers and suppliers. Whilst turnaround times may be slightly longer than usual, we are pleased to be able to continue offering a range of repairs and aftersales services. You can also refer to the Product Care section of our website or contact Customer Service for further assistance.

What measures are you taking to ensure safety in-store?

We want to ensure that everyone has a safe, comfortable and exceptional in-store experience and we are following all procedures put in place by local health organisations.

  • Prior to reopening stores, all team members have been given training on our new protocols
  • Cleaning and disinfecting of surfaces has been increased
  • Store employees will be wearing masks at all times
  • Gloves will be worn for specific tasks when processing transactions and receiving a delivery
  • Washing hands and hand sanitizer will be used frequently and whenever handling products by store employees
  • Store employees will remain a 2 metres distance with clients and team members at all times
  • Each boutique will be given a maximum capacity of team and clients
  • Our website will be regularly refreshed with the latest news regarding our stores and services. You can visit our Store Locator to see if your nearest boutique is open.

    What measures are you taking to ensure safety in your JimmyChoo.com distribution locations?

    In line with the World Health Organisation and government guidelines we have increased safety measures in our distribution locations. Our service partners and teams are working together to ensure a safe working environment for our employees and health and wellbeing for our customers.

    Health-and-safety measures include:

  • Social distancing 2 metres throughout our fulfilment locations
  • One-way system in use for our warehouses
  • Staggered breaks, entry and exit to fulfilment locations
  • Cleaning and disinfecting of equipment has been increased
  • PPE available to staff across site, including masks, gloves and sanitizer
  • Reduced number of people working on every shift to ensure social distancing
  • Staff not critical to operational continuity are working from home
  • Personal sanitisation equipment issued to all staff, and throughout our distribution locations
  • Can I book an in-store appointment?

    Yes. We are pleased to welcome you back into our stores. You can expect an exceptional shopping experience with additional safety measures in place to ensure a comfortable visit. If you would like further information on our health and wellbeing measures please contact your preferred store respectively. You can visit our Store Locator to find your nearest boutique.

    Can I book a virtual appointment?

    Yes. You can enjoy virtual appointments at home at any time to suit you. Discover our collections in real-time, as well as bespoke styling advice directly from our expert team. Click here to start your experience.

    How will social distancing be practiced?

    Each boutique is given a maximum capacity of team and clients and our store employees will always remain 2 metres distanced from clients and team members .

    Am I required to wear a face covering in-store?

    It is dependent on your location. Our store employees will always be wearing masks, with your safety in mind.

    Do you offer contactless pick-up?

    Yes, call or visit your nearest store and we will package and prepare your items for convenient curbside collection.

    Asia-Pacific

    Country - Country Code Phone Number(s)
    AU - Australia International: 0011 61738377705 (BNE)
    BD - Bangladesh + 88 02 55668100
    +88 01921 112222
    +88 988 1703 , Short Code: 16359 (from local Mobile only)
    BN - Brunei +673 2444991
    +673 2444992
    +673 2444993
    BT - Bhutan 975 02 324730
    975 02 321941
    FJ - Fiji +679 3372766 (SUV)
    +679 6723800 (NAN)
    HK - Hong Kong, China CS Hotline International : +852 2400 3388
    Network Tracing International : +852 2400 3482
    ID - Indonesia Jakarta, 0800-1-333333 / +62-21-79173333
    IN - India BOM & MAA
    1800111345
    18002001345
    JP - Japan (Domestic) 0120-39--2580
    (International) 0081-3-3522-2500 (TYO)
    (International) 0081-6-6581-2580 (OAA)
    (International) 0081-80-3465-1230 Customer Care/ 6pm-9am JST /DHL internal use only)
    KH - Cambodia 855 23 970 999 (PNH)
    KR - South Korea 82 15880001(SEL)
    LA - Laos +85621 418100-09
    +85621 264200.
    LA - Laos +85621 418100-09,264200
    LK - Sri Lanka +94 112304304 (CMB)
    +94 114798600 (CMB)
    MN - Mongolia CS International:976-11-310 919
    MO - Macau CS International:853-28372828
    MV - Maldives CS International:960-326688 / 322451
    MY - Malaysia International : +60-3-7964 2800
    NC - New Caledonia CS International:687-251 414
    NP - Nepal 00977 14481303
    00977 14481303 (KTM)
    NZ - New Zealand 0064 9 976 2976 CS Hotline International number
    PG - Papua N.Guinea +675 1802 345
    PH - Philippines +632 8117000 (MNL)
    +63 32 3417400 (CEB)
    SB - Solomon Islands CS International: 677 22393
    SG - Singapore International dialing +65 6285 8888 (SIN)
    TH - Thailand +662 345 5000
    TO - Tonga CS International: 676 27700/ 23617
    TV - Tuvalu CS International: 688 20908
    TW - Taiwan, China +886 25038378 (international)
    0800 769 888 (local)
    VN - Vietnam +84 8 38446203
    VU - Vanuatu CS International:678-23943
    WS - Samoa CS International:685-24129

    China

    Country - Country Code Phone Number(s)
    CN - China Network Tracing International: +86-10-67806680 (PEK)
    +86-21-55514777 (SHA)
    +86-20-86669288 (CAN)

    Europe

    Country - Country Code Phone Number(s)
    AL - Albania 00355 4 2406666 (TIA)
    AM - Armenia 37410586688 (EVN)
    AT - Austria 0043 820 55 05 05 (LNZ)
    AZ - Azerbaijan 994124934728 (BAK)
    BA - Bosnia and Herzegovina 0038733774000 SJJ
    BE - Belgium 0032 27155050 (BRU)
    BG - Bulgaria 00359 (0) 700 17 700 (SOF)
    BY - Belarus 375173981108 (MSQ)
    CH - Switzerland 0041 848711711 (BSL)
    CY - Cyprus 00357 22799000 (LCA)
    CZ - Czech Republic 840 103 000 (Local use only)
    00420 220 300 111 (CS International)
    DE - Germany 0049 18063453001 for Domestic Express
    0049 18063453003 for International Express
    DK - Denmark 0045 70345345 (CPH)
    EE - Estonia 372 6808555
    ES - Spain Time Definite: 00 34 902 12 24 24
    Day Definite: 00 34 902 12 30 30
    FI - Finland 00358 3045345
    FR - France 0033 (0)825 10 00 80 (Cash customers and Account customers)
    GB - UK 0044 844 248 0844 (EMA)
    GE - Georgia 995322696060 (TBS)
    GR - Greece 0030 210 9890000 (ATH)
    HR - Croatia 00385 1 6651 111
    HU - Hungary 0036 1 382 3499
    IE - Ireland 00 353-1-890725725 (DUB) Local Lo-Cost number for use within Ireland
    00 353-1-8700790 For use calling customer service outside of Ireland
    IL - Israel 1 700 707 345 (Local TLV)
    972 3 5573557 (TLV)
    IS - Iceland 00354 5351122 (REK)
    IT - Italy 199 199 345 (For calling from Italian telephone numbers only)
    0039 028 247 0288 (For calling from Non-Italian telephone numbers)
    KZ - Kazakhstan +7 727 2588 588
    LT - Lithuania 00370 52360700 (VNO)
    LU - Luxembourg 00352 350909 (LUX)
    LV - Latvia 00371 660 10000
    MD - Modlova 37322605518 (KIV)
    ME - Montenegro 00382 20 633971 (TGD)
    MK - Macedonia +389215333
    MT - Malta 00356 21800148 (MLA)
    NL - Netherlands 0031 26 324 6767 (AHM)
    NO - Norway 0047 810 01 345 CS / 0047 66 92 80 00 Receiption (OSL)
    0047 928 87 596 Off-hour service, 24/7 outside of normal opening hours. (Only for critical, time sensitive matters.)
    PL - Poland INT 0048 426345 100;
    DOM 0048 426345 345
    PT - Portugal 00351 707505606 (LIS)
    RO - Romania 0040 212221777 (BUH)
    RS - Serbia 00381 11 3105500 (BEG)
    RU - Russia +7 495 9561000 (MOW)
    SE - Sweden 0046 771 400345
    SI - Slovenia 00386 1 588 78 00 ( LJU )
    SK - Slovakia 00421 2 48 229 229 intl (BTS)
    18 811 local (BTS)
    TR - Turkey +90-212-4440040 ( TEQ )
    UA - Ukraine 0038 044 490 26 00 (IEV)

    Middle East and North Africa

    Country - Country Code Phone Number(s)
    AE - U.A.E. 0097142995333
    BH - Bahrain 00973 17364100 (BAH)
    DZ - Algeria 00213 21230101 (ALG)
    EG - Egypt +20 2 25943200 +2 16345
    JO - Jordan 009626 5800800 (AMM)
    KW - Kuwait 00965 22246500 (KWI)
    LB - Lebanon 00961 1 629700 (BEY)
    MA - Morrocco 00212522972020(CAS)
    OM - Oman +968 24520100
    QA - Qatar 00974 44587888
    SA - Saudi Arabia Toll Free (only in SA) 920 003450
    Hotline +966138317000
    YE - Yemen 009671441096
    BW - Botswana 00267 3705700(GBE)
    002673912000(GBE)
    CV - Cape Verde +238 26 23124
    +238 26 23805
    GA - Gabon 00241 01445 205 (LBV)
    00241 01 44 59 44 (LBV)
    002141 01 44 59 45(LBV)
    GH - Ghana 00233 302 213090
    00233 302 213091
    GM - Gambia +2204396658
    +2204223899
    GM - Gambia 00220 4396658/4397529 (BJL)
    00220 4228414 (BJL)
    00220 4399809 (BJL)
    KE - Kenya +254 711017120
    +254 206925120
    +254 716032789 - Weekdays only
    +254 716032563 - Weekdays only
    KM - Comoros +269 77 33179
    +269 33 31246
    LS - Lesotho +266 22 311082
    +266 22031006
    MG - Madagascar 00261202242839 (TNR)
    00261202242831 (TNR)
    MU - Mauritius HEAD OFFICE - 230 2087711
    MW - Malawi 002651827211/266-BLZ
    002651772020/366-LLW
    MZ - Mozambique 00258 21225300 (MPM) 00258 22328829 ( BEW)
    NA - Namibia 00264 61 2040800 (WDH)
    NA - Namibia WDH +264 61 2040 800
    SC - Seychelles 248 438 0326
    248 432 2802
    SN - Senegal 00221 338691111 (DKR)
    ST - Sao Tome and Principe +239 990 4050
    + 239 990 3038
    SZ - Swaziland 00268 24045829 (MTS)
    00268 24049914 (MTS)
    00268 25185375 (MTS)
    00268 25185084 (MTS)
    00268 24045830(MTS)
    TG - Togo 00228 22216725
    00228 22216851
    TZ - Tanzania +255 77 7704043 (TZ)
    +255 75 4781156 (TZ)
    +255 222194900
    ZA - South Africa +27 860 345 000 (local)
    +27 11 921 3666 (international)
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