FAQs
Ordering
How will I know if my order has been successfully placed?
You will receive an Order Confirmation email from Cole Haan 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 it for your records. If for any reason you did not receive a confirmation email, please contact customer service at: contact@colehaan.co.uk
How do I modify the shipping address on my order?
If you need to edit the shipping address for your order, please contact our customer service team as soon as possible so that we have enough time to edit the address before dispatch. You can contact our customer service team at: contact@colehaan.co.uk
How do I modify the products in my order?
We cannot modify any products in your order once placed. Please review your order carefully before submitting to ensure all information is correct. If you have made a mistake, please contact our customer service team as soon as possible so that we have enough time to action before dispatch. If not yet dispatched, we will be able to cancel your order so that you can create a new order with the correct items. If the order has already been dispatched, you will be able to return the order for a refund.
How do I cancel my order?
If you need to cancel, please contact our customer service team as soon as possible so that we can action before dispatch. Please quote your order number (UK00000) in the email. To get in touch with us, please send an email to contact@colehaan.co.uk
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, though we will always contact you to let you know what happened. Please contact customer service with any questions or to place a new order.
Bulk Purchases and/or Reselling
Cole Haan reserves the right to limit the quantity of items purchased per person or order. These restrictions may apply to orders placed by the same Cole Haan account, using the same payment information and/or the same email address, billing and/or shipping address.
Our website is meant for personal, non-commercial use. We reserve the right to prohibit dealers, resellers and/or suspected bulk purchases. We define ‘bulk buying’ as an order with more than 6 items of the same individual product or repeat buying patterns, which may represent more than normal personal use. If you would like to become a wholesale customer of ours, to purchase Cole Haan product for commercial resale, please contact us.
Payments
How can I pay for my online purchases?
colehaan.co.uk accepts Visa, MasterCard, Klarna, Google Pay, Apple Pay and PayPal.
Do I have to pay VAT when ordering online?
Yes. All prices shown on our website include VAT where applicable, so the price you see is the price you pay at checkout. If you need a VAT invoice for your order, please let us know and we'll be happy to provide one.
Do you sell gift cards?
We currently do not offer gift cards on colehaan.co.uk
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 authorization 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 authorization will be released.
I have a discount code but I am unsure how to use it.
Your discount code can be added during the checkout process. For desktop, you can find the discount code section on the right hand of the screen. On mobile, you can find the discount code section by scrolling to the bottom of the page and selecting the 'add code' tab, or by clicking on the 'Order Summary' drop-down at the top of the page.
Where can I get a discount?
We offer a welcome discount that you can receive when you sign up to our email and SMS marketing. You can do this by clicking on the discount pop-ups or by scrolling to the bottom of any page on our website and entering your email address into the marketing section.
Returns
How can I return an item I purchased online?
Please refer to our Return Policy, and easy-to-follow steps for processing returns.
How much does it cost to return?
We cover the costs of the return. When you register your return, you receive a pre-paid label.
Can I exchange an item I purchased online?
We do not offer exchanges. The best course of action is to return your product and reorder.
The Return Portal isn't working.
If you have encountered an issue we apologise. Please get in touch with us at contact@colehaan.co.uk where one of our customer service team members will be happy to assist. Please quote your order number in the email.
When will I get my refund?
As long as your return fulfills all requirements of our Return Policy, you should receive your refund within 14 working days of arrival at our warehouse to the same payment method you used to make the purchase.
Can I return an item I purchased at one of your stores or from another retailer?
No. We only accept returns for orders purchased from colehaan.co.uk. If you need to return an item from anywhere other than this, please refer to the retailer that you purchased from.
Products
Do you offer price adjustments?
A one-time price adjustment will be given if your purchase has been bought within 14 days and the price of the item was reduced from the final price you paid. To initiate this, please get in touch with us at contact@colehaan.co.uk and quote your order number (UK00000).
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. Our footwear and handbag products and materials are crafted in Vietnam and India while other products are manufactured in Vietnam, India, China, South Korea, and Philippines.
What if the product I want is no longer available online?
From time to time our popular styles sell out online. Please feel free to get in touch with us at contact@colehaan.co.uk and let us know the product you are interested in, and a member of our team will be happy to look into if and when the product will be back in stock.
How do I care for my Cole Haan shoes?
It’s important to clean and care for your Cole Haan shoes to keep them looking their best. We have a few items available that can help your products looking fresh here. For any recommendations on other products and/or instructions on how to keep your shoes clean, please feel free to get in otuch with us at contact@colehaan.co.uk
International Shipping
Does Cole Haan UK ship internationally?
We are only able to ship within the UK. Do not fear however! It it likely that another Cole Haan partner will be able to fulfil your needs. If you need help with finding your relevant Cole Haan market, feel free to get in touch with us at contact@colehaan.co.uk and let us know where you are based. A member of our team will be happy to assist.
SMS/Text Preferences
How do I unsubscribe from Cole Haan UK SMS text messages?
To unsubscribe, please select the link provided in each SMS message next to the word 'STOP'. You will will be taken to a preference center to update.
Email Preferences & Communication
How can I unsubscribe from Cole Haan UK marketing emails?
Please click on the Unsubscribe link from any of our marketing emails and you will be taken to a preference center to update.
