Jimmy Choo Customer Care: An Expert, Practical Guide (2025)

How to Contact Jimmy Choo Customer Care

Jimmy Choo provides customer care primarily through its official website: https://www.jimmychoo.com. Use the “Contact Us” link in the footer to access email forms, region-specific phone details, and, in many markets, live chat. Response times for email are typically within 24–48 business hours, while chat (when available) is designed for real-time support during local business hours.

Phone support numbers and hours vary by country and are published on the contact page for your region. As a rule of thumb, live agents are available Monday–Friday during standard office hours (for example, 09:00–18:00 local time) and reduced hours on weekends in select markets. If you purchased in-store, you can also contact the originating boutique directly; store contact details appear on the Store Locator: https://www.jimmychoo.com/store-locator.

• Have ready: your order number (begins with JC or a numeric sequence), the email and full name used at checkout, photos (for damage/defect or repair requests), and the pickup/return tracking number if you have already shipped an item back.
• For data or account inquiries, contact customer care via the web form and reference the country you reside in; requests are handled under applicable privacy laws (e.g., GDPR in the EU, CCPA/CPRA in California).

Order Help: Shipping, Tracking, and Delivery

Online orders generally process within 1–2 business days, excluding public holidays and peak periods. Delivery options at checkout typically include standard and express; carriers vary by region (for example, UPS or FedEx in North America and DHL or UPS in Europe). You will receive a tracking link by email as soon as the parcel leaves the warehouse. If you created an account, the same tracking appears under “My Orders.”

Most shipments require a signature on delivery for higher-value orders (commonly above USD/EUR 500), which helps prevent loss or theft. If you need to change delivery date or location after dispatch, use the carrier’s tracking portal to request a hold or a new delivery attempt; for security reasons, Jimmy Choo customer care cannot always reroute a parcel once it is in transit. Shipping fees, delivery times, and any duty/tax handling depend on your shipping country and are shown at checkout; expect standard delivery in 3–6 business days and express in 1–3 business days in major cities.

Returns, Exchanges, and Refunds

Return windows depend on your country, but online purchases in many markets allow returns within 14 days from delivery (counted from the first delivery attempt). Items must be unworn, in original packaging, with all labels, dust bags, and accessories included. Personalized or Made-to-Order items, consumables like fragrance once unsealed, and final-sale or sample items are generally not eligible for return. Initiate returns via your order confirmation email or your online account to generate a prepaid label where available.

Exchanges may be supported in select regions for the same style in a different size or color; where exchanges are not available, customer care will guide you to return for refund and place a new order. After the warehouse quality-checks your return, refunds are issued to the original payment method; banks can take 3–10 business days to post the credit, depending on the issuer and country. If your return is rejected (e.g., signs of wear or missing components), the team will notify you and offer to ship the item back to you.

• Typical return window: 14 days from delivery (region-specific; always confirm on the return portal before sending).
• Refund processing: warehouse check-in 1–3 business days; bank posting 3–10 business days after approval.
• Ineligible returns: personalized/Made-to-Order, used/worn items, unsealed fragrance, and items outside the window.

Repairs, Aftercare, and Authenticity

For manufacturing issues discovered within a reasonable period (commonly assessed within 6 months of purchase), customer care can request a technical evaluation. You will be asked for photos and proof of purchase; if a defect is confirmed, Jimmy Choo will outline repair or replacement options at no cost. Evaluation typically takes 10–15 business days once the item is received by the service center, and repairs can take 3–6 weeks depending on parts availability (for example, crystals or hardware).

For wear-and-tear, paid repairs may be available case by case, or you may be referred to an approved luxury repair partner. Common third‑party services and typical market prices (for guidance only) include heel tip replacement (USD/EUR 35–60), protective sole application (USD/EUR 90–150), crystal re-setting (quote-based), and leather cleaning/conditioning (USD/EUR 40–80). For authenticity, Jimmy Choo does not authenticate items purchased from third-party marketplaces; they can only evaluate products purchased directly from Jimmy Choo or authorized retailers and only in the context of a service request.

Sizing, Fit, and Product Guidance

Jimmy Choo footwear follows Italian/EU sizing. Popular pointed-toe styles like Love and Romy tend to present a narrower fit, especially in 100 mm heel heights; many clients between sizes choose the larger size for these lasts. Slip-on mules such as Bing can feel snug at first due to the vamp design, while trainers and most men’s loafers run closer to true to size. Customer care can provide measurements for insole length or strap drop on request, which is especially useful for clients with orthotics or wider widths.

Heel heights are commonly offered at 60 mm, 85 mm, and 100 mm across core pumps, with seasonal variations. For handbags, chain/strap drops often range from 50–55 cm on crossbody styles and 20–28 cm on shoulder bags; requesting the exact drop for a specific SKU helps align with your height and preferred carry style. If you are purchasing bridal shoes, customer care can advise on comfort features like padded insoles and ankle strap stability for long wear times (6–10 hours).

Special Services: Bridal and Made-to-Order

Jimmy Choo’s bridal services support shoe and accessory coordination for the ceremony and reception, including heel-height planning for dress alterations and evening flats for later in the day. You can book a boutique appointment via the Store Locator (https://www.jimmychoo.com/store-locator) or request remote assistance through customer care, who can share current stock, sizes, and matching clutch options across multiple stores.

Made-to-Order (availability varies by region) lets you customize material, color, heel height, and often embellishments on select silhouettes. Production lead time is typically 6–8 weeks from order confirmation, and MTO items are generally final sale. Pricing is quoted at the time of configuration based on materials and options; customer care can provide a written summary of your selections, estimated timeline, and care recommendations for the chosen material (for example, suede vs. patent leather).

Payments, Pricing, Duties, and Tax

Accepted payment methods vary by country, but commonly include major credit/debit cards, PayPal, and region-specific digital wallets or installment providers. Your card is usually charged at dispatch for in-stock items and at order confirmation for pre-orders or Made-to-Order. The checkout will display your billing currency based on shipping country; currency conversions are handled by your issuing bank if you pay in a non-native currency.

In the EU and UK, VAT is typically included in the displayed price; in the United States, sales tax is calculated at checkout based on destination. Many markets are shipped DDP (Delivered Duty Paid), meaning duties are included at checkout; in DDU markets, you may be contacted by the carrier to pay duties before delivery. Customer care can clarify whether your address is DDP or DDU before you place an order.

Data Privacy, Account Security, and Fraud Prevention

As part of Capri Holdings, Jimmy Choo processes personal data in accordance with local laws (e.g., GDPR in the EU). You can request access, correction, or deletion of your data via the website’s contact form, selecting the privacy option for your country. For faster resolution, include the email addresses you may have used and any order numbers associated with your profile.

To keep your account secure, use a unique, strong password and avoid sharing one-time codes with anyone. If you receive a suspicious message claiming to be from Jimmy Choo, do not click links; instead, navigate directly to https://www.jimmychoo.com and contact customer care. Orders may be subject to verification (e.g., shipping to a new address or high-value items), which can add 1–2 business days to processing; this protects against fraudulent transactions.

Escalations and Consumer Rights

If your issue is time-sensitive (e.g., a gift or wedding date), tell customer care your deadline and ask for expedited handling; provide proof of the event date when relevant. Should a case exceed the normal resolution timeframe you were given, request an escalation and a case reference. Keep all correspondence in one email thread to maintain continuity and speed.

Consumer protections vary by jurisdiction. In the EU and UK, you have a statutory right to withdraw from most online purchases within 14 days; in the UK, the Consumer Rights Act 2015 covers goods that are faulty or not as described. For EU cross-border disputes, you can reference the European ODR platform (https://ec.europa.eu/odr). In the US, your card issuer may offer protections against undelivered goods; contact the issuer within their required timeframes if necessary, after attempting resolution with customer care.

Company Snapshot and What It Means for Service

Founded in 1996 and acquired by Capri Holdings in 2017 for approximately USD 1.2 billion, Jimmy Choo operates a global retail and e-commerce network spanning more than 200 boutiques across 35+ countries. This footprint enables cross-store sourcing for hard-to-find sizes and styles, which customer care can coordinate when inventory is not available online.

Peak service periods include mid-November to late December and the weeks ahead of major fashion weeks and wedding season (April–June). During these stretches, allow extra time for replies, repairs, and special orders. Planning one to two weeks ahead for deliveries and four to eight weeks for bespoke requests helps ensure a smooth experience with minimal last-minute stress.

How do I get my bag repaired at Jimmy Choo?

Get started by completing the online repair form or visiting one of our boutiques. If you are happy with your preliminary quote, your piece will be sent to one of our repair centres to be assessed. Once we have assessed your piece, our team will be in touch to confirm your quote and take payment.

How long is the Jimmy Choo warranty?

for 2 years
Exceptional craftsmanship is integral to Jimmy Choo’s brand DNA. Our collection is covered by a full product warranty for 2 years from the date of purchase if your item is subject to a production fault.

How do I contact Jimmy Choo customer service?

Should you have any queries about your order, please contact our Customer Services; from USA call on FreePhone (+1)18778944126, Canada FreePhone on (+1) 18552900718 or Mexico City Freephone on (+52) 18559026503 alternatively email us at [email protected].

Does Jimmy Choo repair handbags?

As part of our ongoing commitment to the circular economy and extending the life of our products, we offer a repair service to clients wishing to restore their favourite pieces. Each repair case is assessed on a one-to-one basis, making it a truly bespoke service.