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.

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, including item availability. Please contact customer service with questions or to place a new order.

PAYMENTS
How can I pay for my online purchases?

We offer a wide range of international payment options through our partner Global-e. The available payment options specific for your shipping country will be visible at checkout.

Can I pay using a gift card?

We currently do not accept payment by gift cards for orders shipped outside of the US, however we hope to offer this in the future. Please note that any gift cards issued in the US or on our US website, will not apply to orders being shipped internationally.

Do I have to pay sales tax when ordering online?

All applicable sales tax will be applied to your order at checkout.

Please note that order totals reflect estimated tax. The actual charge to your payment method will reflect all applicable state and local taxes calculated at the time your order ships.

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.

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

Yes, your payment currency will be updated based on your preferences or shipping location.

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

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. Prices being compared may include your original purchase price vs. the current online price being sold to your local country, or for US and Canadian residents, the original purchase price vs. the current price in local Cole Haan stores. To obtain a price adjustment please follow steps below:

If you purchased online: Please email our Customer Service team with your original Order Confirmation details, and the price at which you are requesting a price match. Our team will research this and assist you.

Price adjustments cannot be allowed on orders purchased in a Cole Haan store outside of the US.

Where can I buy Cole Haan optical frames?

Cole Haan optical frames are available only at fine eye care professionals and select Cole Haan retail locations around the world. They are not available online at colehaan.com

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?

From time to time our popular styles sell out online, please contact our customer service team and they will be happy to suggest an alternative style for you to consider.

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, Global-e. For more information please visit our International Shipping page here.

Why am I being contacted by the shipping provider to provide additional information to receive my order?

Some country import laws require shipping providers to collect information beyond what is collected at the time of check out. This will be required in order to get your product through customs.

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