Delivery & Returns

DELIVERY

STANDARD:

All international orders are shipped via DHL. We aim to have your order with you within 1-4 working days from the time you place your order for all European addresses and 2-5 working days for all international addresses. Orders delivered via ground shipping will be with you within 3-5 working days.

Please see the fees below:

Hong Kong, China: 250 HKD Complimentary (2-5 working days)

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

BESPOKE AND PRE-ORDER PRODUCTS

If you have pre-ordered an item it will be shipped as soon as the item is in stock.

FRAGRANCE:

Please note that fragrance is non-returnable due to transportation restrictions.
We are unable to ship fragrances by air as these are flammable and must be delivered via ground delivery.

We are able to deliver Fragrance to the following EU countries:

Austria, Belgium, Bulgaria, Czech Republic, Denmark, Eire, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Lithuania, Latvia, Luxembourg, Netherlands, Portugal, Spain, Sweden, Slovenia.

Blossom cannot currently be shipped to France, Italy, Portugal, Turkey, Czech Republic, Romania, Bulgaria, Serbia and Poland.

IMPORTANT INFORMATION

• Before we dispatch your order, we may need to confirm your details with your card issuer and verify your billing and shipping addresses.
• First time orders can only be shipped to the cardholder’s billing address or a corporate work address, to avoid delays please ensure that your billing details are correct and matches the address on your credit card statement.
• We are not able to deliver to PO Boxes or Freight forwarders.
• We are unable to deliver to the Canary Islands.
• Once your order has been shipped, we are unable to make any amendments to the address.
• Please note that fragrance is non-returnable due to transportation restrictions.

For all Standard and Next Day orders: manage your delivery using ‘DHL Express, On Demand Delivery’.

Shortly after shipment of your order, you will receive a notification by email/SMS from DHL with your waybill number (tracking reference). This will include a link to ODD (On Demand Delivery). DHL offers the flexibility to amend your delivery whilst your order is in transit using this tool.

Through the link you will be able to access and customise delivery based on the options listed below:

- Schedule Your Delivery: for when you may not be in to receive your delivery, a new delivery date can be selected up to 7 calendar days following the originally scheduled date.

- Vacation On Hold: for times you may be a way, a new delivery date can be scheduled, up to 30 calendar days. In destinations where applicable you can also choose an approximate timeframe to receive your delivery.

- Collection from a DHL Service Point: if it’s more convenient, for destinations enabled with this service, you can collect your order from a DHL Service Point/Parcel Locker. DHL will show you the nearest Service Points available, so you can select which one is best for you. They’ll then contact you to let you know when your order is ready to collect, along with how long you have to pick up your delivery. To collect your parcel from a DHL Service Point you’ll need to bring with you two forms of ID:

A photographic ID (e.g. passport or driving license)

Your email/SMS notification from DHL

In the UK, you can also select an ‘InPost’ Locker to pick up your order from. When your order is ready to collect, DHL will provide you with a key code by email and/or SMS which you’ll need to collect, along with a collection timeframe.

The JIMMY CHOO website is split into five regions, United Kingdom, United States, Japan, China and Rest of World. Please ensure you are shopping on the correct website.

We also deliver 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:

All EU countries (excluding Liechtenstein and Iceland), Australia, Hong Kong - China, South Korea, Singapore, United Arab Emirates, India, Israel, Kuwait, New Zealand, Norway, Qatar, Saudi Arabia, Switzerland, Taiwan - China and Thailand.

International customs duties and sales taxes are non-refundable for shipments outside the EU.

All other delivery countries will be sent on a DDU basis (Delivery Duty Unpaid). This means you will be liable for any local sales taxes or import duties which may be charged on the delivery of your order.

We are pleased to offer a free returns collection service to all customers where the purchases meet our Returns Policy.

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 by following the below process.

We aim to process all returns within 3 calendar days of receiving your order back. Whilst it may be sooner, please allow up to 5 calendar days during sale periods.

RETURNS:

Items can be returned for a refund and the collection is free of charge.

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 exchange your item, follow the below steps ensuring you request an exchange and specify which size you require.

Once the original item is received, it will be processed in adherence with our Returns Policy, the exchange order will be shipped and you will receive confirmation of the same.

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 we are unable to process exchanges that are not booked online or after the collection via DHL has been arranged.

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 DHL Express will be liable for insurance where proof of collection is provided.

HOW TO BOOK A RETURN OR EXCHANGE:

We are pleased to offer a free returns collection service to all customers where the purchases meet our Returns Policy.

To arrange your free returns collection service, please follow the below steps:

1. Go to your account and enter your order details in the ‘Order Status & Returns’ section.
   
2. Select the item to return or exchange and enter the reason (selecting the exchange size where applicable).
3. Please read the conditions of return and tick to accept.
4. Carefully pack your returns including the preprinted returns note.
5. Attach the preprinted DHL Express returns label to the outside of the package and leave the parcel open but ready to seal, for the driver to inspect where necessary.
6. Contact DHL Express to return your order: either via Phone, Online or at a DHL Drop Off location
   - Phone: Please click here to find your local DHL Express contact number to arrange a collection. Quote the 10 digit waybill number of the prepaid returns label enclosed with your order. This number will also serve as your tracking reference.
   - Online: Alternatively, you can book a collection under the link here, following the steps. You will need the 10 digit waybill number of the prepaid returns label enclosed with your order.
   - DHL Drop Off: If you prefer, you can take your return to your nearest DHL service point, along with your prepaid returns label. Discover more on the DHL service point locator tool https://locator.dhl.com. If you input the preferred address, this will locate the nearest location where you can drop off your parcel including opening hours and facilities.
7. You will be notified by email once your return has been received and processed.
8. If you have requested an exchange we will notify you once your new item has been dispatched, along with your tracking number.

We ask that you use only the DHL Express prepaid label provided with your order to return all items back to us. Jimmy Choo is not liable for any goods that are not returned in this way or where an alternative carrier is used.

RECEIVING A REFUND

For shipments delivered within the EU, all items returned in accordance with our Returns Policy will be refunded to the original purchaser’s account, including sales taxes but excluding delivery charges.

International customs duties and sales taxes are non-refundable for shipments outside the EU.

Please note that refunds may take up to 10 working days to appear in your account depending on your card issuer.

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 wear and tear to be a fault; you may refer to our Product Care Guide for further information.

To return a faulty item to us, you should contact our Customer Services Team with the following information.

- Your proof of purchase/order number
- A short description of the fault
- Supporting images

Contact details can be found here.

Our Customer Services Team will 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.

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.

RETURNS PERIOD:

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. Returns outside this period may not be accepted.

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.

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 DHL Express pre-paid shipping label provided with your order and follow the return instruction on this page and on the return documents. You will need your Airway Bill number (stated on the pre-paid label) when booking your return collection with DHL.

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.

RESTRICTED PRODUCTS:

JIMMY CHOO is unable to accept returns for the following items: Fragrance, Nail polish, Made-to-Order items (including select styles from the Cinderella Edit).

Please note lipsticks can be returned provided they are unopened and in their original cellophane wrapping.

Please note earrings for pierced ears cannot be returned.

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

We are unable to ship fragrances by air as these are flammable and must be delivered via ground delivery.

We are able to deliver Fragrance to the following EU countries:

Austria, Belgium, Bulgaria, Czech Republic, Denmark, Eire, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Lithuania, Latvia, Luxembourg, Netherlands, Portugal, Spain, Sweden, Slovenia.

Blossom cannot currently be shipped to France, Italy, Portugal, Turkey, Czech Republic, Romania, Bulgaria, Serbia and Poland.

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. All swimwear items must be tried on over underwear, without removing the protective strip.

FAULTY ITEMS:

Please find more information above.