FAQ
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 Stripe. With Stripe, you can charge almost any kind of credit or debit card: Visa, MasterCard, Maestro, American Express, JCB, Discover, Diners Club, Union Pay, Google Pay, Apple Pay, PayPal.
We offer SOFORT payments in Germany.
The available payment options specific for your shipping country will be visible at checkout.
Do I have to pay sales tax when ordering online?
All applicable sales tax will be applied to your order at checkout.
The actual charge to your payment method will reflect all applicable country 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.
RETURNS
How can I return an item I purchased online?
Please refer to our Return Policy. Under your account you can follow 'My Order' and enter the parcel number. Within DpD or DHL tracking system you can initiate a return. Make sure the product is not a Sale item or damaged as per our Return Policy before you activate it. If you have more questions please contact customer service by call or email.
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.
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.