FAQs

Need help? Dial Customer Care toll-free (+1)18778944126

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), 0018559026503 (Mexico) 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 OR A GIFT MESSAGE WITH MY ORDER?

We are unable to provide gift messages or gift wrapping with online orders. Nonetheless, 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.

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 and 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 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.

PAYMENT & ACCOUNT

WHICH PAYMENT METHODS ARE ACCEPTED?

We accept PayPal, PayPal Express, Visa, MasterCard, American Express, Apple Pay, China Union Pay, Discover Cards, Shoprunner 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.

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 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.

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 which is delivered by a separate Same Day Courier.

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. 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 & Returns 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 Delivery & 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 Delivery & 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.

Lipsticks 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.

WHAT IS THE STORE 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.

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 I 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?

The timeframe to produce and deliver these pieces is 14 weeks after placing your order with us. Please note there is an additional 2-week lead time for items made in the Crystal. Exotic materials are expected to take an additional 4 weeks from the estimated lead time due to transit and customs clearance. See full Delivery & Returns 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.

COVID 19 FAQ's

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? Dial Customer Care toll-free (+1)18778944126