FAQ's

Ordering
How will I know if my order has been successfully placed?

You will receive an Order Confirmation email from Cole Haan. This will be sent to the email address you provided when you placed your order. The email will contain your order number and a summary of your order. Please print and retain for your records. If for any reason you did not receive a confirmation email, please contact customer service at: 800-695-8945.

How do I cancel or modify my online order?

Due to the processing times of our orders, we are unable to cancel or change orders once they have been placed.

Why was my order cancelled?

If you’ve received notification from Cole Haan that your entire order or an item in your order was cancelled, we apologize for the inconvenience. This can occur for certain reasons. Please contact customer service with questions or to place a new order.

Payments
How can I pay for my online purchases?

Colehaan.com accepts Visa, MasterCard, American Express, Discover, Affirm, Amazon Payments and PayPal. We also accept Cole Haan gift cards. If you wish to place an International order using other currencies or payment methods, please use International Checkout.

Do I have to pay sales tax when ordering online?

Cole Haan is required by law to charge sales tax on all purchases that are shipped to states where Cole Haan has retail stores.

Some states tax shipping charges, as well as the purchase total. Sales tax on shipping is not refundable on returned merchandise. Please note that order totals reflect estimated tax. The actual charge to your credit card will reflect all applicable state and local taxes calculated at the time your order ships.

Can a credit card issued by a foreign bank be used for website orders?

At this time colehaan.com can accept a billing address and/or credit card in the United States, or Canada. If you wish to purchase on www.colehaan.com and do not have one of these country’s billing addresses, please use International Checkout.

My order was not processed and there is a charge on my account. When will the charge be removed?

If you used a credit card or debit card the charge you see is actually a pre-authorization hold. This is a temporary electronic authorization. The card will not be charged unless the order ships. If you did not complete the order, the hold will drop off your account according to your credit card or bank policy. This generally happens within 2 - 10 business days. For more information, contact your credit card company or bank to find out when the hold will be released.

If you used PayPal, the charge you see is actually a pre-transaction notification. This notification will drop off your PayPal account within 30 days. Contact PayPal directly to find out exactly when the pending notification will drop off.

Do you allow customers to choose their payment currency when purchasing online?

At this time, all purchases made on colehaan.com are in US Dollars. If you wish to place an International order using other currencies or payment methods, please use International Checkout.


RETURNS & EXCHANGES
How can I return an item I purchased online?
Please refer to our Return Policy, and easy-to-follow steps for processing returns and exchanges.

PRODUCTS
Do you allow price adjustments on recently marked-down items?

A price adjustment will be given if a price is marked down within 14 days of purchase and if the style is currently available. This accommodation excludes any Final Sale items, and any International Checkout purchases. To obtain a price adjustment please follow steps below:

If you purchased online: Please contact Customer Service at 800-695-8945 with your order information.

If you purchased in a Cole Haan retail store: The purchasing customer must be physically present at a Cole Haan store for a price adjustment, and will be asked to provide a valid receipt, the original form of payment, and a personal government issued ID. All price adjustments must be made in the country of purchase, and must be made at the store type you originally purchased from (Outlet or Full-Price).

How do your online prices compare with what I will find in stores?

Prices displayed on colehaan.com are the same as Cole Haan full-price retail stores.

How is Cole Haan Outlet product different than the Colehaan.com product?

Cole Haan's Outlet assortment consists of a mix of styles that have been made exclusively for outlet as well as historical best sellers. It is made with the same quality and attention to craftsmanship as all Cole Haan product.

What does Value indicate on your Outlet products?

“VALUE” represents similarly designed products offered for sale elsewhere. All Cole Haan products embody time-honored craftsmanship, attention to detail and high quality.

Where can I buy Cole Haan optical frames?

Cole Haan optical frames are available only at fine eye care professionals nationwide. They are not available online at colehaan.com or at retail stores.

Where does Cole Haan manufacture its products?

Cole Haan products are manufactured in the world's finest factories using the highest level of artisan craftsmanship and superior materials. Many products are handcrafted using time-honored techniques. Presently, products and materials are crafted in the United States, Italy, Brazil, Vietnam, China and India.

What if the product I want is no longer available online?

Please use the Search box on the website to look for a product. If the product or a specific size is not listed, we are able to search a Cole Haan Retail store for you. Please email Customer Service with 'Retail Search' in the subject line, along with the following information: your name, telephone number, size, style number or style name/color of the product. We will contact you after researching the availability with any product and store information.

How do I choose the right size gloves?

Run a tape measure around the circumference of your hand at the knuckles. Do not include the thumb.

INTERNATIONAL SHIPPING
Does Cole Haan ship internationally?

Yes, Cole Haan is happy to offer international shipping with our shipping partner, International Checkout. For more information please click here.