FAQs

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 saving your payment information, address details and reviewing your order history.

JIMMY CHOO shoes come in Italian sizing and are true to size. Please refer to our size guide for further information. This information is also available on the individual product pages.

If you would prefer to place your order by telephone, you may do so by contacting Customer Services on 1-877-894 4126 (USA), 1-855 290 0718 (Canada), 0018559026503 (Mexico) or via Live Chat.

The size dropdown list on the product page will specify whether your size is available to purchase or “Out of Stock”. If an item is out of stock, you may be presented with an option to “Notify Me”. By selecting this, you can choose your preferred size and enter your email address to be notified once the item is available online.

While are unable to provide specific gift wrapping with online orders, each item comes in a different kind of branded packaging. Shoes will come in their original shoe box wrapped luxuriously in tissue paper. Handbags are carefully packaged within a protective Jimmy Choo dust bag. Small leather goods will arrive in a Jimmy Choo box and dust bag.

You will be able to personalise your order with a Gift Message. Visit your basket before checkout and select that your order is a gift in order to go ahead with this. Please note that for delivery and customs purposes, we are unfortunately unable to remove prices from documentation with your order.

Although we are unable to guarantee this, depending on how your order is progressing we may be able to amend the Gift Message on your order. Please contact Customer Service with the details you’d like to amend and we will accommodate this wherever possible.

After you place your order, you will receive an email confirmation. Once the details have been verified, your order will be accepted, and the item will then be dispatched.

We are unable to change the details but may be able to assist you to cancel and replace the order. For Made-to-Order purchases due to the bespoke nature of this service, you have 48 hours to amend the monogramming details or size of the item. Please note that we are unable to add an item to an order or combine two orders together in the same shipment. For further information please contact Customer Service

A pre-order is a reservation of a new-season item that is not yet available for sale but will be soon. We will deliver the item to your preferred shipment address as soon as it’s available.

Pre-order items are clearly marked. Simply add the styles you love to your shopping bag and proceed to checkout as usual.

If you purchase pre-order items and items that are currently available on site, we will send you the available item first. This means you can expect two separate packages.

Your card will not be charged until your order is shipped. However, it may show a pre-authorisation of the funds immediately upon order. Once the item has dispatched, payment will be taken.

An estimated delivery date is indicated for each pre-order item on the product page. Please note, these are guidelines and you will be notified via email once the order has been shipped. This email will include full tracking details.

If your pre-order experiences any delays or we are unable to fulfil it, our Customer Services team will be in touch via email.

If your purchase isn’t quite right, returns or exchanges are available provided the return conditions are met. See our Delivery and Returns page for further details.

If you change your mind, please contact our Customer Services team who can assist with your cancellation request.

Payment is only taken when pre-orders are shipped. If you pre-order is cancelled, the pre-authorisation will also be cancelled and the funds will be immediately released.

We are unable to amend orders once they have been placed. Please contact Customer Services, who will assist with your enquiry.

You can return your pre-order to select Jimmy Choo boutiques; please visit our Delivery and Returns page for more information. We are pleased to offer a complimentary returns service to all customers where the purchases meet our returns policy.

We accept PayPal, PayPal Express, Visa, MasterCard, American Express, Apple Pay, China Union Pay, Discover Cards, Shoprunner, Klarna and AfterPay at our checkout.

To ensure that your shopping experience is safe, simple and secure, Jimmy Choo uses Secure Socket Layer (SSL) technology to protect your data. Credit card transactions on this site are processed using Cybersource, 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 call Customer Services on 1-877-894 4126 (USA), 1-855 290 0718 (Canada), 0018559026503 (Mexico) or via Live Chat.

Spread the cost of your purchase, max $1000, into 4 interest-free instalments when you pay on time.The first payment is made at point of purchase, with remaining instalments scheduled automatically every 30 days. Pay in 30 days credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. T&Cs apply, further information here. To pay with Klarna you must be at least 18 years of age, a US resident and have a valid payment card. Subject to status.

How do I Pay in 4 instalments?

With Pay in 4, you can pay for something you buy by dividing the cost into four equal instalments. At checkout, you’ll see an option to ‘Pay Over Time with Klarna’. When you choose this option, just enter your card details to complete your purchase.

How do Returns and Refunds work with Klarna?

You have 14 days from receipt of your order to advise us of your intention to return or exchange. You then have a further 14 days to return the goods back to us. Once we have received your return you will receive an email confirmation from us and Klarna will then send you an updated statement.

Will I still be charged if my order is cancelled?

Once Jimmy Choo has accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. This will be reflected in the Klarna app immediately.

What happens to the KLARNA statement, when I’ve returned the goods?

For partial returns, Klarna will send you an updated statement with an adjusted payment schedule. With a full return, Klarna will refund any payments collected and cancel any future scheduled payments. You will be able to monitor the status of your order in the Klarna app.

Can I pay before the due date?

Please visit and log onto the Klarna website or through the Klarna app and pay off early before your required due date.

I would like to discuss my Klarna payment, who can I contact?

For more information regarding your Klarna payment please contact their 24/7 Customer Services. If you would prefer to place your order over the telephone, please call Customer Services on 0080049294929 or via Live Chat.

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.

Please note that these are available for purchase at our main Stores only and are not redeemable online. For details of your nearest store, please use our Store Locator

We charge orders using currency dependent on the shipping country. Local currency is not always available, and you will see the currency used to charge your order when selecting your shipping country.

For all in-stock and pre-order items, payment is taken at the time of dispatch.

For Made-to-Order purchases, these items will be charged in full around 24-48 hours after the order is placed.

Items can be dispatched separately, you may see different transactions on your bank statement; one for the pre-authorisation of the whole order amount and single charges for each item in the order.

You will have the option to receive news and updates from us, such as new season launches and seasonal sale updates. You are also able to enjoy the benefits of saving and organising your payment information and address details, reviewing your order history and gaining access to create your own personal wish list.

If you have any queries regarding your JIMMY CHOO account or wish to close this, please contact Customer Service and we will assist with the next steps.

You can click to"Unsubscribe" on any email update received from us. Alternatively, if you have a Jimmy Choo account, you can sign in and opt to unsubscribe in the "Account Details" section. For any additional queries regarding email updates, please contact Customer Services.

Please click on the ‘Forgot Password’ link on the ‘Sign In’ page and follow the instructions. Should you experience any issues with accessing your account following this, please contact Customer Service.

Depending on the status of your order, we may be able to amend your shipping address. For further information please contact Customer Services.

For further details, please view our Delivery Times and Costs.

We deliver to a global network of countries on a DDP (Delivery Duty Paid) and DDU (Delivery Duty Unpaid) basis. Our website is split into six regions, United Kingdom, United States, Japan, Rest of World, Australia/New Zealand and Korea. You can view the Taxes and Duty terms specific to the region on our Delivery & Returns page.

We are able to ship orders to selected Jimmy Choo stores for collection.

Where available, the Deliver to Store option and the timescale for delivery will be displayed during the checkout stage.

We are not able to deliver to PO Boxes (including BFPO) or Freight forwarders.

A signature is required for every delivery, and it is at this point that the responsibility for the goods delivered is passed to the consignee.

Once your order is dispatched, we will send you a confirmation email along with your unique tracking number.

All orders within the US and Canada are shipped with UPS, with the exception of the Same Day delivery service which is delivered by a separate Same Day Courier.

• Your proof of purchase/order number
• A short description of the issue
• Supporting images

You do not need to create an account to process a return. To request a return, please visit “My Account” entering your order number and email address under "Order Status & Returns".

For full details of the Online Returns Policy for your shipping country, please visit the Delivery & Returns page. Delivery & Returns page.

For full details on how to book and process a return or exchange, please visit the Delivery & Returns page. Delivery & Returns page.

The returns policy for sale items purchased online is the same as stipulated on the Delivery & Returns page.For store purchases, please ensure you check with the place of purchase.

Your refund will exclude the initial shipping cost. We will email you when your refund has been processed. For further information, please visit our Delivery & Returns page.

We are happy to accept gift returns, if this complies with our Returns Policy. All refunds will automatically be issued back to the original purchaser.For further details on how to return an order, please visit the Delivery & Returns page.

Due to their bespoke nature, any Made-to-Order items are non-returnable.

Items from the Cinderella edit are stocked with very limited availability; should your size be out of stock we can handcraft a pair through our Made-to-Order service which may take up to 6 months. Please note in going ahead with this and due to the bespoke nature, these items will also be non-returnable.

Please note, lipsticks and lip glosses can be returned provided they are unopened and in their original cellophane wrapping.

Fragrance is non-returnable due to transportation restrictions.

Earrings for pierced ears cannot be returned.

Swimwear items may be returned providing they are in their original condition with original labels attached. The underwear protective strip must also be intact.

Items purchased in a Jimmy Choo store, accompanied by a sales receipt, may be returned in their original condition within 14 days for exchange or store credit. Please be advised that exchanges are subject to availability.

Please refer to our Size Guide  for further information.

Select dimensions such as heel heights for shoes and handle drops for bags can also be found under the "Details, Care & Fit" section for each product.

You can add an item to your Wish List by selecting the size and clicking the heart icon on individual product pages. Once the item has been added to your Wish List, you may share it with friends, family or a store by clicking "Drop a Hint". Items in your wish list will not be reserved.

If you are unable to locate your size online, we may be able to find it for you in a store. For further assistance, you can let us know what you are looking for by contacting Customer Services. customerservices@jimmychoo.com.

• Your proof of purchase/order number
• A short description of the issue
• Supporting images

We guarantee our products for 2 years from the date of purchase. The warranty covers only items that present a manufacturing fault, and does not cover damages arising from dye transference, accident or misuse, or from any alteration, service or repair performed by any party other than Jimmy Choo.

Jimmy Choo offers an excellent after care service for purchases made on jimmychoo.com, in store and authorised retailers.

For purchases made in store and via our authorised retailers we recommend to contact your point of purchase directly.

For further information, please contact Customer Services.

You can refer to our Product Care page for Material Guide information and specific aftercare advice.

Jimmy Choo shoes come in Italian sizing. For our Ready-to-Wear collections, womenswear styles range from 34-45 and Menswear styles range from 38-48. Made-to-Order styles are available in sizes 34-45.

We make an effort to represent the colours of our products as accurately as possible. However, as computer monitors and devices vary, we cannot guarantee that your monitor's display will be completely accurate.

We only provide one Jimmy Choo dust bag per product. Our small leather goods arrive with their own dust bags, and sunglasses in their own branded case. Should you receive an order with a missing dust bag or damaged packaging, please contact Customer Services.

Our Made-to-Order range showcases a number of our most iconic Jimmy Choo styles including women’s shoes and bags. To view our current offering, please visit our Made-To-Order page.

Seasonal and Ready-to-Wear items are only available in a selection of colours and materials and cannot be personalised, as it is not possible for our craftsmen to do this without impairing the items' aesthetic.

You can create your unique Made-to-Order item by selecting from an extensive range of materials and colours. A personalisation option is also available including either a four-character monogram or date plaque for shoes. A fourteen-character monogram or date plaque is available for bags.

The same personalisation option must apply to both shoes.

Due to their bespoke nature, Made-To-Order items have an estimated delivery time of 10 weeks. Please note there is an additional 2-week lead time for items made in Crystal. Made-To-Order items are non-refundable and will be shipped independently of any other items ordered. See full Delivery & Returns information.

You have 48 hours to amend or cancel your bespoke order. After this, the order can no longer be cancelled and payment will be taken in full. Our Customer Services team will be in touch with regular updates about your order. Please contact them if you have any queries. Customer Services to discuss your order details.

If you have purchased any additional items within the same order, these will be dispatched as and when they become available.