FAQs

Need help?

Please contact our Customer Service team on (+1) 5513070037

Placing an order

Do I need to create a Jimmy Choo account to place an order?

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.

What size should I choose?

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.

Can I order over the phone?

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) or via Live Chat.

How does ”notify me” work?

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.

Can I include gift wrap with my order?

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.

Can I include a gift message with my order?

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.

Can I amend my gift message after placing my 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.

How will I know that my order has been placed successfully?

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.

Can I cancel or amend any of my order details?

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

Pre-orders

What is a pre-order?

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.

How do I pre-order an item?

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

What happens if I purchase a pre-order item and an in-stock item together?

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.

How is payment taken for pre-orders?

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.

When will my pre-order arrive?

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.

Can pre-ordered items be returned or exchanged?

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

Can I cancel a pre-order?

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

What happens if my pre-order is cancelled?

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.

Can I amend my order if my pre-order hasn’t been dispatched?

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

Can I return my pre-order to a Jimmy Choo boutique?

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

Payment & Account

Which payment methods are accepted?

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

Is it safe to use my credit card?

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.

How does Klarna work?

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.

Is my personal information kept private?

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.

Can I purchase a gift voucher/card?

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

Which currency can I use to place my order

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.

When will my order be charged?

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.

What are the benefits of having a Jimmy Choo account?

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.

How do I close my Jimmy Choo account?

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.

How do I unsubscribe from Jimmy Choo email updates?

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.

What should I do if I’ve forgotten my password?

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.

Delivery

Can I amend my delivery address once the order has been placed?

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

How will I know the delivery times and charge?

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

Which countries do Jimmy Choo deliver to?

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 eight regions, United Kingdom, United States, Japan, Rest of World, Australia/New Zealand, Korea, China and Rest of Asia. You can view the Taxes and Duty terms specific to the region on our Delivery & Returns page.

Can you deliver to stores?

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.

Does Jimmy Choo deliver to po boxes or freight forwarders?

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

Will I have to sign for my parcel?

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.

How can I track the delivery of my order?

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

Which carrier do you use?

All orders within the US and Canada are shipped with UPS, with the exception of the Same Day delivery service (NYC only), which is delivered by a separate Same Day Courier. Next Day and Nominated Day deliveries are managed by TOSHI (NYC only).

What should I do if I receive an incorrect or faulty item?

If you think you have received a defective or incorrect item, please contact Customer Services with the following information:

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

Returns and Exchanges

Do I need a Jimmy Choo account to request a return?

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".

What is the online returns policy?

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

How do I return or exchange an item?

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

Can I return an item purchased in the sale?

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

Will I receive a full refund?

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.

Can I exchange or return an item gifted to me by someone else?

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 Returns page.

Which items are non-returnable?

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.

We are unable to accept returns of socks that have been worn and/or are not in their original packaging and with our black label intact.

What is the boutique returns policy?

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.

Products & Availability

Where can I find sizing information?

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.

How can I use the wish list?

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.

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 store. For further assistance, you can let us know what you are looking for by contacting Customer Services. customerservices@jimmychoo.com.

What should I do if I experience an issue with my product?

Please refer to our Product Care page for Material Guide information and aftercare advice. For any additional queries or repair requests, you should contact Customer Services with the following information:
  • Your proof of purchase/order number
  • A short description of the issue
  • Supporting images

Do you offer a repair service?

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.

Where can I find information regarding Jimmy Choo product care?

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

What is the size range available?

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.

My order has arrived; why does the colouring appear differently online?

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.

Do you offer complimentary packaging and dust bags?

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.

Made-to-Order

Which Jimmy Choo styles are available Made-to-Order?

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.

Can a personalise an item outside of the Made-to-Order offering?

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.

Which personalisation options are available as part of Made-to-Order?

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.

Can I select different personalisation options for each individual shoe?

The same personalisation option must apply to both shoes.

What is the timescale to create and deliver my made-to-order items?

Due to their bespoke nature, Made-To-Order items have an estimated delivery time of 14 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 information.

Am I able to cancel or amend my made-to-order purchase?

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.

I have purchased more than one item on the same order, including a made-to-order product; when will I receive these?

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

Fragrance & Beauty

How can I receive a fragrance sample?

We do not provide samples for any of our fragrances.

I'd like to purchase a fragrance; how can I differentiate between a parfum, Eau de Parfum and Eau de Toilette?

Although all share the same olfactive signature, each formula contains variations which contribute to their concentrated strength. A Parfum and an Eau de Parfum are traditionally more concentrated and stronger scents than an Eau de Toilette. We recommend our Eau de Parfums for the evening and Eau de Toilette for wearing during the day.

Are your fragrances available as part of a gift set?

Our fragrances are not available as part of gift sets either on our website, in our stores, concessions or outlets.

Why is the scent of my fragrance different than expected once applied?

Fragrance effects may vary depending on how and where they are applied. We recommend spraying fragrances on the inside of your clothing or its lining and not directly on your skin to preserve their original olfactive profile.

Retail

How do I return an in-store order?

You can return or exchange items purchased online in selected Jimmy Choo Stores. You will need to present your returns documents at the time of the return or exchange. Our in-store associates will be on hand to assist with the return for a refund, as well as a new purchase of your preferred item. Credit for your returned item(s) will be refunded back to your original payment method only, and you will receive an email confirming the completion of return processing.

Please see below a list of stores which currently accept returns:

  • Atlanta
  • Aventura
  • Beverly Hills
  • Boston
  • Chicago
  • Coral Gables
  • Dallas
  • Houston
  • King of Prussia
  • Las Vegas Forum
  • Las Vegas Palazzo
  • Madison
  • Manhasset
  • Orlando
  • Palm Beach Gardens
  • Riverside
  • Scottsdale
  • Short Hills
  • Somerset
  • South Coast Plaza
  • The Mall of San Juan
  • Union Square
  • Valley Fair

    If you wish to return an item purchased in one of our outlet stores via our In-Store Online Order Service, please contact our Customer Services team to request a refund or exchange. Call from USA 1-877-894 4126 or Canada 1-855 290 0718. Alternatively, you can email us at customercare.usa@jimmychoo.com.

What is the store returns policy?

Items purchased in-store at Jimmy Choo, accompanied by a sales receipt, may be returned in their original condition within 14 days for exchange, refund, or store credit. Please note, you must return your purchase within the same region this was made in.

What is the outlet store returns policy?

Please note all other purchases made in our outlet stores are not eligible for a refund and only an exchange or store credit can be offered.

What is your store returns policy for markdown items?

Markdown items are always final sale. No returns or exchanges can be accommodated in our stores, concessions and outlets.

Can I purchase a made-to-order item in store?

Please visit our store locator to confirm whether our Made-To-Order service is available within the product collection or range. Alternatively, you can call the store directly in order to confirm availability.

We recommend arranging an in-store appointment to enjoy a private experience with one of our store associates.

Can I book an appointment in-store?

Jimmy Choo is delighted to offer an in-store appointment service. To book this online, please go to our Exclusive Services page.

Do Jimmy Choo stores offer repairs?

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, 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 our authorised retailers.

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

For further information, please visit our Care and Repair page.

Does Jimmy Choo offer gift cards?

You can purchase Gift Cards in store only. These can only be redeemed in the country they are purchased in and can be used in all stores (full price and outlets) excluding concessions.

Do gift cards have an expiry date?

All Jimmy Choo Gift Cards will expire one year from the activation date.

How can I redeem my gift card?

We accept gift cards to be redeemed on all purchases in store. Please note, these can only be redeemed in the country they were purchased in

What is store credit?

In line with our Retail Returns Policy, in cases where a refund or exchange cannot be offered, store credit will be issued for items that are returned in one of our stores or outlets within 14 days of the purchase date. Please note that cash transactions cannot be refunded and therefore store credit or an exchange will be offered for any returns made within the above timeframe.

How can I redeem my store credit?

You can redeem your credit in any store that supports the currency the credit was issued in. Please note this excludes concession stores.

Can I redeem a voucher code in store?

All discount voucher codes provided to you by our Customer Services team can only be redeemed on our official webiste www.jimmychoo.com. These cannot be used in our Stores

HOW CAN I USE MY BIRTHDAY DISCOUNT? (US OUTLETS)

Please note, this offer applies to our Outlet stores only and we do not offer any form of Birthday discount in our other stand-alone stores.

The code must be redeemed within 1 month of receipt prior to its expiry.

You can only redeem the code on purchases of $300 or more.

This promotion excludes eyewear, fragrance, and gift cards. You may not use this discount in non-outlet stores or online, and this cannot be combined with any other offer or on previous purchases.

You must present your email at the time of the transaction.

This promotion is available in the following outlet stores:

  • Cabazon
  • Camarillo
  • Las Vegas North Livermore
  • Orlando Vineland
  • North Georgia Rosemont
  • San Marcos
  • Sawgrass
  • Seattle Toronto
  • Vancouver
  • Woodbury
  • Wrentham

COVID 19

Which Jimmy Choo stores are open?

Please refer to our Store Locator for opening times.

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.
  • Reduced number of people working on every shift to ensure social distancing.
  • Store employees will remain a 2 metre distance from clients and team members at all times
  • 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.

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

Please check Government guidance to see whether it is a legal requirement to wear a face-covering in your local boutique.

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 have been increased.
  • PPE is available to staff across the site, including masks, gloves and sanitiser.
  • 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.

Need help?

Please contact our Customer Service team on (+1) 5513070037