Help & Advice

If you have received an item from JIMMY CHOO as a gift you can return it in exchange for a store credit to your JIMMY CHOO account (you will need to be registered with us). This allows you to exchange your unwanted gift for another item by using this credit to place a new order online. Please be aware that you will be required to pay any difference in cost and any additional shipping, taxes and import duties. Any unused credit will remain on your account until your next purchase.

To return any unwanted items simply follow the below instructions:

1. Send an email to returns@jimmychooonline.com to request a Returns Merchandise Authorization number (RMA) within 7 days of receiving your order. We request that all goods are returned within 14 days of the date of your request for an RMA. Returns received outside the above time frames are accepted at the discretion of JIMMY CHOO and can only be refunded as a 'store credit'. Jimmy Choo also reserves the right to charge any costs of recovery of the goods received after 14 days.
2. Contact our shipping partner, DHL to arrange a collection time. To find the telephone number for DHL, visit www.dhl.com and select your country. We will contact our London Premier customers to arrange a convenient collection time.
3. Complete and sign the returns pro-forma invoice with your RMA number and DHL airwaybill if applicable.
4. Leave the box open for the courier to inspect when your return is collected.

We will notify you once your return has been received and processed.

All returns for any particular order need to be returned in one shipment. Any subsequent returns from the same order may incur additional shipping costs. The RMA number should be written on your original invoice and on the return-shipping label (DHL Air waybill slip). We request that returns are shipped through our shipping partner DHL or, for London Premier orders our London courier service. Jimmy Choo is not liable for any returned goods which are not returned in this way. The return address is stated on the pre-printed shipping label supplied with your goods. Failure to obtain an RMA or return goods using neither DHL nor our London Premier courier service does not affect your statutory rights.

JIMMY CHOO will not accept returns for any non-faulty items that have been worn and tags removed. Upon receipt of an order, if any item has been received with no tags, customer should notify us (by phone or email) on the same day if they wish to return. We strongly advise all customers to check products thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

Please be aware that shoes must be returned with their original designer packaging. Shoes returned without their original boxes will not be accepted.

Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU).

Should you wish to exchange an item for an alternative size, please email us when you request your RMA number and we will reserve it for you if the item is in stock. As soon as we receive your return, we will dispatch your new size to you after the goods have undergone a quality control check.

If you are located outside the EU you will be required to pay additional taxes and duties on the replacement item.

Please be aware that we are unable to exchange an item for an alternative colour or style, subject to availability. To purchase a new item, we recommend you return the item for store credit and place a new order.

Once an order has been dispatched we are unable to amend the shipping address. We recommend you ship your order to an address where you will be able to receive it.

Customers can select our same day delivery service in London if they place their order by 1pm on weekdays and 10am at weekends. For information on our London Premier shipping costs, please refer to ‘How much will I be charged for shipping’.

The policy for returning sale goods is the same as stipulated above for normal returns except that we offer a free returns process using international couriers DHL and our courier service for London Premier customers if you request a return of the goods within 7 days of delivery. We request that all goods are returned within 7 days of the date you received your RMA number. Any items returned outside this time frame are accepted at the discretion of JIMMY CHOO and can only be refunded as a 'store credit'.

For further information you can contact one of our customer service representatives who will be happy to talk you through the procedure; simply call our customer service on:

UK and Rest of the World +44 (0) 845 270 7100

USA (toll free) 1 800 506 9991

All Orders require a signature on delivery so please make sure you provide a suitable shipping address where you are able to sign for your parcel on arrival.

We are unable to add a new item to an order once it has been placed. Customers should place a new order for any additional items that they require.

Refunds will be made within 30 days of the date of cancellation notice. All undamaged, correctly returned products will be credited to the original purchaser's credit card including sales taxes for all EU country shipments excluding shipping charges. International customs duties and sales taxes are non- refundable for shipments outside the European Community (EU). Alternatively, you can request a JIMMYCHOO store credit that can be used against future purchase at JIMMY CHOO.

No you do not need to register an account with JIMMY CHOO in order to place an order. If you place an order without registering then your details will not be stored by JIMMY CHOO and you will have to re-enter them again when you make your next order. Also please note that access to account information and order status is only available online to registered users.

In order to facilitate the return of faulty items you must obtain a Return Merchandise Authorization (RMA) by emailing us at returns@jimmychoo.com and follow the standard returns process as detailed above. Faulty items will only be accepted if the goods are delivered to the customer damaged or there is a subsequent manufacturing fault within a period of 6 months after delivery. All items returned as faulty will be inspected and any items deemed to subject to fair wear and tear will not be accepted as faulty.

Exchanges are possible if the item is available. We can only exchange faulty items for the same item in the same size, subject to availability. If you wish to exchange, please make your request clear when requesting your RMA.

Where possible items may be repaired on request but only where such items are deemed faulty and repairable. Repairs do not come with any guarantees.

To place an order by telephone, call our Customer Care Team on the following numbers:

UK & Rest of the World (+44) (0) 845 270 7100

USA (toll free) 1 800 506 9991

Jimmy Choo uses the Italian sizing system, however in order to aid our customers with their shopping we have provided a size chart to be used as a guideline for international sizing. Should you be unhappy with the fit for a particular purchase you can return the item, or exchange it for a different size. Please follow the instructions listed under returns.

We offer a special order service for sizes 34 - 43. Please email specialorder@jimmychoo.com for further information.

If you have a question that is not answered on our website you can contact our Customer Care Team by emailing customercare@jimmychooonline.com or by telephoning the following numbers:

UK & Rest of the World (+44) (0) 845 270 7100

USA (toll free) 1 800 506 9991

JIMMY CHOO endeavours to respond to all unanswered queries within 24 hours.

We have designed the JIMMY CHOO website with two shopping modes in mind - browsing and instant gratification. Browse the Shoes, Handbags and Accessories links to view items available to purchase online or for a wider selection of products visit the 'Collections’ which showcases the entire JIMMY CHOO range. Alternatively, if you know what you are looking for, use the SEARCH function.

If an item you are interested in is out of stock, please email online.sales@jimmychoo.com We will help you purchase it via mail order if the product you are looking for is available in one of our boutiques.

The dropdown on the product page will specify if the item is available to purchase. If your shoe size is not showing in the dropdown list, click on ‘/ EMAIL FOR AVAILABILITY’ and a pop up window will prompt you to fill in your details to receive a stock update. We will contact you should your size become available.

If you cannot remember your password, click on the ‘SIGN IN/REGISTER' link at the top of every page and click on the '/I'VE FORGOTTEN MY PASSWORD' link in the middle of this page. This will take you to a page where you can enter your email address and click '/EMAIL PASSWORD'. Your password will then be emailed to you.

Making a purchase is easy:

• Shop by browsing through the Shoes, Handbags and Accessories links.
• Click on an image to access the individual item's product page where you will be given information on sizing, colour options and quantities remaining in stock.
• Add merchandise to your shopping bag by clicking on the ‘Add to shopping bag' button near the desired item.
• Review the items you have selected by clicking on the ‘Shopping bag’. To delete an item from your shopping bag, click on the 'Remove' button next to the item. To change the number of items click on 'update shopping bag' and key in the new quantity.
• Resume shopping after viewing your shopping bag, click the 'Continue browsing' button. Please be aware that when the item is in your shopping bag another customer can still purchase it.
• Proceed to checkout to finalise your purchases and follow the instructions.

Alternatively if you do not find what you are looking for in the Shoes, Handbags and Accessories links, you can browse the ‘Collections' which showcases the entire JIMMY CHOO range.

If you are interested in an item which is not available to purchase online, you can email us and we will try and locate the product for you in one or our boutiques and arrange a mail order purchase.

The Site is available only to individuals and others who meet the JCL terms of eligibility, who have been issued a valid credit card by a bank acceptable to JCL, whose applications are acceptable to NAP and who have authorised JCL to process a charge or charges on their credit card in the amount of the total purchase price for the merchandise which they purchase. Purchases made on the site are for the personal or gift use of the buyer only and are not to be used for re-sale, commercial purposes or any other commercial benefit. JCL reserves the right to restrict multiple quantities of an item being shipped to any one customer or postal address. Moreover, by making an offer to purchase merchandise, you expressly authorise us to perform credit checks and, where JCL feels necessary, to transmit or to obtain information (including any updated information) about you to or from third parties from time to time, including but not limited to your credit-card number or credit reports (including credit reports for your spouse if you reside in a community property jurisdiction), to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.

We accept Visa, MasterCard, American Express, Delta, and Switch debit cards.

Payment will be debited and cleared from your account upon receipt of your order by JCL who will confirm that the credit/debit card that is being used is yours. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to JCL, we will not be liable for any delay or non-delivery.

To help ensure that your shopping experience is safe, simple and secure JIMMY CHOO uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. JIMMY CHOO works with Intershop, VeriSign and Datacash, who also use VeriSign, to provide secure credit card transactions via the site. To ensure you process orders securely you need to have SSL switched on in your browser. For Netscape click the Security icon on the tool bar and check the SSL2 & SSL3 boxes. For Internet Explorer from the View menu find Internet Options, click the Advanced tab and check the SSL2 & SSL3 boxes. Further security information can be found within your browser. If SSL is enabled then you will see a padlock at the bottom of your browser and you can click on this to find out information about the SSL digital certificate registration.

All credit card transactions on this site are processed using Datacash, a secure online payment gateway which encrypts your card details in a secure host environment.

JIMMY CHOO does not hold your credit card details on the website so you will need to re-enter your credit card details every time you place an order with us.

Should you prefer to place an order by telephone, simply contact our Customer Care Team on:

UK & Rest of the World (+44) (0)845 270 7100

USA (toll free) 1 800 506 9991

While, we will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Site.

After you place your order, you will receive an email confirming that your order has been received. This does not mean your order has been accepted by us. Once your credit has been approved, the receiving address has been verified, and the item has been located, your order will be accepted and the item will then be shipped.

We will send you a further email, if an item is out of stock. Should this occur we will refund the full amount to your credit card account. If you have placed an order for multiple items, we will contact you to check if you still wish to proceed with receiving the remaining items from your order that are in stock.

We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorisation for payment, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn or that you do not meet the eligibility criteria set-out above. Furthermore, we may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any merchandise from the site whether or not that merchandise has been sold; removing, screening or editing any materials or content on the site; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

JIMMY CHOO ships worldwide via DHL Express shipping. No matter where you are located, we can ship our products to you on a DDP or DDU basis.

We ship to the following countries on a DDP (Delivery Duty Paid) basis. This means all import duties / customs taxes and local sales taxes are calculated and included within the purchase price.

We also ship to various other countries on a DDU basis (Delivery Duty Unpaid). This means the customer will be liable for any local sales taxes or import duties which may be charged on the purchase.

We will always seek confirmation from customers prior to dispatching their first DDU shipment to make sure they are fully aware of the DDU policy.

If your country is not included in the below list, send an email to shipping@jimmychooonline.com and we will confirm whether we are able ship to you.

Partial list of DDU countries:

Due to shipping restrictions we are unable to ship to post office boxes. We recommend you provide a suitable shipping address where we can obtain a signature on delivery. This address should be your billing or work address.

During the checkout process, you will be asked to select the shipping address for your order. At this time, you can only ship your online order to one location. We realise that your order may include gifts that require shipping to several different locations. To do this you will be required to place separate orders for each address you wish to ship to. Should you require assistance to do this you can contact our Customer Care Team on the below numbers:

UK & Rest of the World (+44) (0)845 270 7100

USA (toll free) 1 800 506 9991

We endeavour to dispatch all orders within 24 hours. Your order will be shipped once payment has been approved and the delivery/billing address has also been verified.

If you have ordered an item from a waiting list it will be shipped once the merchandise is in stock.

Delivery times should be used as a guide and commence from the date of dispatch.

*London Premier orders must be received by 1pm weekdays and 10am at weekends in order to guarantee same day delivery. Orders placed after this time will be delivered the following day.

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 statement. In order to register as a user at JIMMY CHOO, we will need to know your name, mailing address and email address. To process credit card orders online, we will also require the following information: your billing address, shipping address, telephone number, credit card number and expiration date. We will use your billing and credit card information to process your order and inform you of its delivery. Please note that JIMMY CHOO does not keep your credit card details on the JIMMY CHOO website, and these details are therefore protected from any breach of security at the JIMMY CHOO website. We may also use information we collect to inform you of new goods and services via emails. If you do not wish to receive these emails, please send an email tounsubscribe@jimmychoo.com Navigational information is only used for internal purposes to enhance the customer shopping experience and site usability and is not shared with any outside parties. Financial information is used to check the user's qualifications and to bill the user for products.

All shipping outside London is handled by JIMMY CHOO's shipping partner DHL.

The following table details shipping costs for the first item and any subsequent items purchased.

*London Premier Monday-Sunday, all other deliveries Monday-Friday.

**London/UK prices shown are inclusive of VAT, for all other countries local taxes will be applied to the price shown. The actual shipping cost for any specific purchase will be viewed in detail prior to any purchase being completed.

Prices on the website are shown as UK VAT inclusive. During the checkout procedure, the customer will identify which country the items will be shipped to. All relevant Customs duties and Sales taxes will then be calculated for the shipping destination specified. Before finalising payment the customer will be able to view these costs and then proceed to purchase.

The total invoice paid during the purchase process includes all taxes and duties for the merchandise to be delivered to the address in the country specified by the customer. However this does not apply to DDU countries where the customer will be charged for any local sales taxes and import duties on arrival.

You can check the status of your shipment by logging on to our website. To track your order, click on ‘My Jimmy Choo’ and then click 'View order history' on the left.

JIMMY CHOO will store a record of your transactions for a minimum of one year.

Please note that for your security only a record of your transaction is kept on the JIMMY CHOO website, your credit card details are not held on the website.

Shoes will be delivered in their JIMMY CHOO shoe box, complete with felt bag and bags will be dispatched in a JIMMY CHOO lilac felt bag.

If you would like to send your purchase as a gift, you will have the option of packaging handbags in a signature JIMMY CHOO gift box and adding a gift card.

Your JIMMY CHOO order is insured in transit against theft and accidental damage until it reaches the delivery address specified. Once the merchandise has been delivered and signed for, it is no longer covered by insurance.

JIMMY CHOO has seasonal sales similarly to its boutiques.

To make sure you are notified about all our upcoming sales and promotions, click on the ‘Email update’ link along the bottom of the homepage.

Our sale section is also a permanent feature on the website so you can browse our fabulous sale products throughout the year.

We are currently testing a new security system in some of our products. This security system consists of a card and a matching holospot allowing us to identify genuine products.