FAQs

Need help? Dial Customer Care toll-free 1-800 913 4393

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.

HOW DO I PLACE AN ORDER?

Placing an order is easy, simply follow these steps:
  • Shop by browsing through any of our product categories and view more detail on each product page.
  • Add your chosen size to your shopping bag by clicking on the ‘ADD TO BAG’ button.
  • Review the items you have selected by clicking on the ‘MY BAG’. To delete an item from your shopping bag, click on the 'REMOVE' button next to the item.
  • To finalise your purchases, click ‘CHECKOUT SECURELY’ and follow the instructions.
  • If you are interested in an item which is not available to purchase online, you can email or call us, and we will try and locate the product for you in one of our boutiques and arrange a mail order purchase. If you would prefer to place your order by telephone, you may do so by calling our online Customer Services team , who are on hand to help 24 hours a day, 7 days a week.

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.

WHY ARE SOME ITEMS LISTED AS PRE-ORDER?

We give you the opportunity to get the first look at our new season collections and the unique chance to reserve and purchase these key pieces in your size. Pre-ordered items are not immediately available to be shipped out to you as they are still being created by our craftsmen.

We provide you with estimated delivery times on the product page of your chosen item, please note these are guidelines and we will update you once the order has been shipped.

Please note if you have purchased a pre-ordered item and an item that is immediately available on the same order, items will be dispatched as and when they become available.

Can I order over the phone?

If you would prefer to place your order by telephone, you may do so by calling our online Customer Services team: call from France on 0800 946 606, from Germany on 0800 363 8479 or +44 (0)208 045 1112 from any other country. We are on hand to help 24 hours a day, 7 days a week.

HOW DO I KNOW IF AN ITEM IS IN STOCK?

The size dropdown list on the product page will specify whether your size is available to purchase or Out of Stock. If the item is in your love list ‘SOLD OUT’ will be displayed.

Please be aware that if an item is in your love list or shopping basket, it is not reserved and can still be sold to another customer. If you are interested in an item which is not available to purchase online, you can email or call us, and we will try and locate the product for you.

CAN I INCLUDE gift wrap or a gift message WITH MY ORDER?

Although we are unable to provide gift messages with orders, we believe every delivery should be a delight to unwrap. All JIMMY CHOO orders arrive in the signature JIMMY CHOO packaging. Shoes will come in their original shoe box wrapped luxuriously in tissue paper and finished with ribbon. Handbags will arrive carefully packaged within a protective JIMMY CHOO dust bag.

HOW will I KNOW that my order has been placed successfully?

After you place your order, you will receive an email confirmation. This does not mean your order has been accepted. Once the details have been verified, your order will be accepted and the item will then be dispatched. You will receive a further email notification once your order is dispatched.

Our Customer Service team may be in contact once your order has been placed, as in some cases we may need to verify some details.

CAN I CANCEL or amend ANY OF MY ORDER DETAILS?

Unfortunately, once your order has been placed we are unable to change any of 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 contact Customer Service for further information.

Please note that we are unable to add an item to an order or combine two orders together in the same shipment. You will be required to cancel your order and place a new one with all the items you wish to purchase; alternatively, you may simply place a new order for the additional item.

PAYMENT & ACCOUNT

which payment methods are accepted?

We accept PayPal, Visa, MasterCard and American Express in our checkout.

IS IT SAFE TO USE MY CREDIT CARD?

The security of your details is of top priority to us. To ensure that your shopping experience is safe, simple and secure JIMMY CHOO uses Secure Socket Layer (SSL) technology to protect the data you send to us over the internet. All 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 us and we will assist.

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.

In order to register with JIMMY CHOO, you are required to let us know your name and email address. To place an order, we will also require your billing address, delivery address, telephone number, credit card number, expiration date and the CVV number. If necessary, these details may be used to verify and validate your order.

We may use your contact details to keep you informed of our latest collections and JIMMY CHOO news.

CAN I PURCHASE A GIFT VOUCHER/CARD?

Whilst gift vouchers/cards are not available online, they can be purchased and redeemed directly at our main Boutiques. Please note that these are available for purchases made in Boutiques 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?

At JIMMY CHOO we charge orders using currency dependent on the shipping country. Local currency is not always available, and you will be able to see the currency used to charge for 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.

Since items on any JIMMY CHOO order may 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.

how do i create an account with jimmy choo?

You do not need to create an account to make a purchase or to process a return, however if you wish to enjoy the benefits of a JIMMY CHOO account, you can go to the ‘Sign In/Register’ section, and follow the steps to ‘Create an Account’.

what are the benefits of having a jimmy choo account?

With a JIMMY CHOO account you will have the option to receive news and updates from us, such as new season launch and seasonal sale updates. You are also able to enjoy the benefit 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?

In order to 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 Service.

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. Please contact Customer Services for further information.
  • Once your order has been shipped, we are unable to make any amendments to the address.

HOW WILL I KNOW THE DELIVERY TIMES AND CHARGE?

  • We offer a range of delivery services and charges depending on your location, and the options available will be displayed at the checkout stage when placing your order.
  • For further details, please view our Delivery Times and Costs here.

WHICH COUNTRIES DO JIMMY CHOO DELIVER TO?

  • JIMMY CHOO delivers to a global network of countries on a DDP (Delivery Duty Paid) and DDU (Delivery Duty Unpaid) basis.
  • The JIMMY CHOO website is split into four regions, United Kingdom, United States, Japan and Rest of World.
  • Before shopping, please firstly ensure that you select the country that you would like your order to be delivered to. On the top left side of the website, you will be able to select and amend the country under ‘SHIPPING’.
  • You can also then view the Taxes and Duty terms specific to the region on our Delivery & Returns page.

CAN YOU DELIVER TO STORES?

We are pleased to be able to ship orders to selected JIMMY CHOO stores for collection. Please ensure that you select the country that you would like your order to be delivered to first.

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?

Please note Jimmy Choo is not able to deliver to PO Boxes (including BFPO) or Freight forwarders. Once the order has been placed we are unable to amend the address details.

WILL MY PARCEL BE INSURED & WILL I HAVE TO SIGN FOR IT?

Your parcel is insured by JIMMY CHOO during the time it is in transit and until it is delivered to your chosen delivery address. A signature is required for every delivery and it is at this point where the responsibility for the goods delivered is passed to the consignee.

WILL THERE BE ADDITIONAL DUTIES OR TAXES PAYABLE ON MY PURCHASE?

  • JIMMY CHOO delivers to a global network of countries on a DDP (Delivery Duty Paid) and DDU (Delivery Duty Unpaid) basis. If your order is shipping to a DDP destination, no additional fees will be chargeable.
  • The JIMMY CHOO website is split into four regions, United Kingdom, United States, Japan and Rest of World.
  • Before shopping, please firstly ensure that you select the country that you would like your order to be delivered to. On the top left side of the website, you will be able to select and amend the country under ‘SHIPPING’.
  • You can also then view the Taxes and Duty terms specific to the region on our Delivery & Returns page.

HOW CAN I TRACK THE DELIVERY OF MY ORDER?

As soon as your order is dispatched, we will send you a confirmation email along with your unique tracking number. You may use this number to track your order online.

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 which is delivered by a separate Same Day Courier. Delivery with UPS is Monday to Friday from 9am-8pm and excluding any local holidays.

will all items from my order be shipped together?

Where possible we will ship the items from your order together. This is dependent on stock availability, and items from your order may be shipped from alternative fulfillment locations.

Please note if you have purchased a Pre-Order or Made-to-Order style alongside an an in-stock item, these pieces will be shipped and delivered separately. For further delivery information on these styles, please visit the Bespoke and Pre-Order Products section.

what should i do if I receive An incorrect or FAULTY ITEM?

We are sorry to hear if you have received an incorrect item, or if you believe your item has been delivered faulty. Should this be the case, you should contact our Customer Services Team with the following information.

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

Contact details can be found here.

Our Customer Services Team will then be in touch to advise the next steps.

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.

If in the rare event that your item is faulty due to a design error, we may be able to replace your item. Replacements are subject to availability and we ask that you state you would like this option at the time you request a return.

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, however if you wish to enjoy the benefits of a JIMMY CHOO account, you can go to the ‘Sign In/Register’ section, and follow the steps to ‘Create an Account’. To request a return, please visit the ‘Sign In/Register’ section, entering your order number and email address under ‘Check Your Order Status’.

what is the online returns policy?

For full details of the Online Returns Policy for your shipping country, please visit the ‘Returns Policy for Online Orders’ section, on the Delivery & Returns page.

HOW DO I RETURN OR EXCHANGE AN ITEM?

We are pleased to offer a free returns collection service to all customers where the purchases meet our Returns Policy. For full details of how to book and process a return or exchange, please visit the ‘Returning or Exchanging Your Purchase’ section, on the Delivery & Returns page.

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 on the Delivery & Returns page.

WILL I RECEIVE A FULL REFUND?

Your refund will exclude 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.

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.

Any Made-to-Order items will also be shipped independently of any other items ordered.

Please note that fragrance is non-returnable due to transportation restrictions.

WHAT IS the BOUTIQUE RETURNS POLICY?

For merchandise purchased in a JIMMY CHOO store in original condition, accompanied by a sales receipt, this may be returned 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. You can also view the ‘Fit Guide’ on product pages for product specific sizing suggestions.

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

HOW CAN I USE THE LOVE LIST, AND DOES THIS RESERVE ITEMS?

You can add an item to your Love List by selecting the size, and clicking ‘Love List’ on individual product pages. Adding an item to your Love List does not reserve it, but it will create a personal record of your favourite JIMMY CHOO pieces. You may share your Love List with friends or family by email, or on Twitter and Facebook. Alternatively, you can print it to take into a store.

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 boutique. You can select the size of the item, and click ‘Check Store Stock’ on individual product pages. If you need any further assistance, you can let us know what you are looking for by contacting customerservices@jimmychoo.com.

CAN I STILL ORDER A PAST SEASON ITEM?

Past season styles and sale items may not be available to purchase online and availability in stores may be limited.

We would recommend contacting us at customerservices@jimmychoo.com to enquire for availability as certain styles may still be available to purchase in our worldwide boutiques or outlet stores.

WHAT SHOULD I DO IF I EXPERIENCE AN ISSUE WITH MY PRODUCT?

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

Contact details can be found here.

Our Customer Services Team will then be in touch to advise the next steps.

DO YOU OFFER A REPAIR SERVICE?

Whether you have purchased online or in store, JIMMY CHOO offers an excellent after care service and will assist with all repairs where possible. Please note that some styles may be irreparable depending on the materials used and the age of the product. You may refer to a detailed description of all of our materials within this guide.

We strongly discourage the addition of rubber protective soles onto JIMMY CHOO products as this will alter the balance of the shoe and may cause the heel to break. Repairing heel damage due to the alteration of soles may incur a charge.

If you purchased from the website and would like to enquire about any aftersales services, please contact Customer Services and a member of the team will be pleased to advise on the best course of action. You can contact our Customer Services team via details at the link here.

For in-store purchases, our boutiques offer an aftercare service and will be delighted to assist you directly with your enquiry. Store location and contact details can be found via the Store Locator at the link here. If it is inconvenient to contact your point of purchase directly, you may alternatively 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. For any additional queries or repair requests, you can visit a JIMMY CHOO store or contact our Customer Services Team.

WHAT IS THE SIZE RANGE AVAILABLE?

JIMMY CHOO shoes come in Italian sizing. For our Ready-to-Wear collections, womenswear styles range from 34-43 and menswear styles range from 38-48. As sizes may be limited for individual products, please check each product for the size range available. All Made-to-Order styles are available in sizes 34-43.

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. For shoes, each Style Family is offered in a variety of heel heights to suit every occasion. All items within our Made-to-Order offering can be crafted in your desired material and colour from our extensive range. A personalisation option is also available, such as a monogram or date plaque.

can i personalise an item outside of the made-to-order offering?

Seasonal and Ready-to-Wear items are not available to be personalised and will only be available in select colours and materials.

We are unable to add a monogram or date plaque to items once they have been crafted. Within our Made-to-Order range, the monogram or date plaque is applied to the sole prior to its attachment to the skeleton of the shoe, so it is not possible for our craftsmen to add these to the shoes without impairing their aesthetic.

which personalisation options are available as part of made-to-order?

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

can i select different personalisation options for each invdividual shoe?

Within our Made-to-Order range, the same personalisation option must apply to each shoe.

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

Due to the nature of our Made-to-Order process, the timeframe to produce and deliver these pieces is between 12-14 weeks of placing your order with us.

WHICH COUNTRIES CAN I SHIP MY MADE TO ORDER ITEMS TO?

Made-to-Order cannot currently be shipped to Hong Kong and China from our website. However, within these countries you may select your Made-to-Order preferences using our online service and visit your nearest store to place an order.

AM I ABLE TO CANCEL OR AMEND MY MADE-TO-ORDER PURCHASE?

Due to the bespoke nature of this service, you have 48 hours to amend or cancel your order, after which it cannot be cancelled, and payment will be taken in full. Please contact Customer Services to discuss your order details.

What is the policy for payment and returns for made-to-order items?

We reserve the funds for your purchase at the time your order is placed. Payment will then be taken in full within 72 hours. Due to their bespoke nature, Made-to-Order items are non-returnable, and non-refundable.

I HAVE PURCHASED MORE THAN ONE ITEM ON THE SAME ORDER, INCLUDING A MADE-TO-ORDER PRODUCT; WHEN WILL I RECEIVE THESE?

Due to their bespoke nature, Made-to-Order items have an estimated delivery time of 12 to 14 weeks, are non-refundable and will be shipped independently of any other items ordered.

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