Returns Period:
You have 14 days from receipt of your order, to advise us of your intention to return or exchange and then return the goods back to us. Returns outside this period may not be accepted. The same policy applies to both full-price and markdown items.
Condition of Return:
All Jimmy Choo items need to be returned in an unmarked, unused condition with the original packaging including dust bag(s) and authenticity cards. The branded shoe box is considered as part of the product and should be returned in a protective shipping box.
Due to the delicate nature of our soles, shoes should be tried on a clean dry protected surface (e.g. a carpeted surface) and away from any moisture. Shoes that are returned without a box, in a damaged box, with marked soles or missing components such as the dust bag(s) may not be accepted, and will be sent back to the delivery address used in the original order. If you notice any marks on the soles upon receipt of your order, please notify Customer Services immediately and do not attempt to wipe the marks off with a damp cloth to avoid staining the leather soles.
Any items that have been altered or repaired by an external repair service will not be accepted for a refund or exchange.
Method of Return:
We kindly ask that you use the UPS pre-paid shipping label provided with your order and follow the return instructions on this page and on the return documents.
Please note that Jimmy Choo is not liable for any goods that are not returned in this way.
We ask that items purchased online are returned from the same country to which they were delivered. This is to ensure your return is covered by our free returns service and is processed as quickly as possible.
cancellations:
If you are based in the EU under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give us written notice within 14 working days of receipt. Notice of contract cancellation under the DSRs must be given in writing to: Notice of Contract Cancellation, Customer Services or by email to Customer Services.
We are pleased to offer a free returns collection service for all orders (full-price and markdown) that meet the terms of our Returns Policy.
You have 14 days from receipt of your order to advise us of your intention to return or exchange following the instructions provided in the “How to Return” section and on your returns invoice.
We aim to process all returns within 5 calendar days of receiving your order back. Whilst it may be sooner, please allow up to 7 calendar days during sale periods.
important information:
- Wherever possible, to ensure your return is processed quickly, please send all the items you wish to return from the same order in one parcel.
- Items should be returned new, unused and with all tags still attached. In addition, shoes should be returned in their original, undamaged shoe box as this is considered part of the product.
- Only returns using our approved returns service via UPS will be liable for insurance, where proof of collection is provided.
Returns:
Items can be returned for a refund and you will need to book your return following the instructions provided in the “How to Return” section.
Once your return is received, it will be thoroughly inspected in accordance with our Returns Policy. Once accepted, you will receive an e-mail confirmation of your return and refund
Exchanges:
Exchanging an item for a more suitable size is free of charge, however, all exchanges are subject to stock availability and adherence to our Returns Policy. To request an exchange, please follow the instructions provided in the “How to Return” section and specify which size you require.
Once the original item is received, it will be processed in adherence with our Return Policy, and the exchange order will be shipped to the original address and without any additional charges. You will receive confirmation of this via email.
As we are unable to exchange any item for an alternative colour or style, we suggest that you return your purchase for a refund and place a new order for the preferred item. Please also note that any items purchased can be booked for an exchange of size only once. Any unwanted items received by exchange will need to be returned for a refund.
Please note that we are unable to process exchanges which are not booked online or after the collection via UPS has been arranged.
Receiving a refund:
All items returned in accordance with our Returns Policy will be credited to the original purchaser’s account. This is including sales taxes and excluding delivery charges.
Please note that refunds may take up to 5 working days to appear in your account depending on your card issuer.
Restricted Products:
We are unable to accept returns for the following items:
- Fragrance and Nail polish (due to transportation restrictions)
- Made-to-Order items (including select styles from the Cinderella Edit)
- Earrings for pierced ears
We are also unable to accept returns of socks that have been worn and/or are not in their original packaging and with our black label intact.
Lipsticks and lip glosses can be returned provided they are unopened and in their original cellophane wrapping.
All swimwear items must be tried on over underwear, without removing the protective strip. Swimwear items may be returned providing they are in their original condition with original labels attached. The underwear protective strip must also be intact.
Please note items that have been worn, used, altered or damaged will not be accepted.
Faulty Items:
An item is deemed faulty if it has been received by you in an imperfect condition or if there is a subsequent manufacturing fault within a period of 1 year after delivery.
We do not consider damage that has occurred through wear to be a fault; you may refer to our Care and Repair page or further information.
Before you return a faulty item to us, please contact our Customer Services Team with the following information:
- Your proof of purchase/online order number
- A short description of the quality issue
- Supporting images of the affected area
Our Customer Services Team will then be in touch to advise the next steps.
All damaged returns are thoroughly inspected by our quality control experts to deem whether an item is faulty or whether quality issue may have been cuased through wear or by trying the item on without following our Returns Policy guidelines. We may be able to offer to repair your item but please note that repairs are not guaranteed.
In the 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.