FAQs
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.
Where does Cole Haan sell online? What if I believe I may have ordered from a fake Cole Haan website or bought a counterfeit product?
Authentic Cole Haan products are available only in our Cole Haan stores, Cole Haan outlet stores, and at colehaan.com. You can also find our products in select authorized department stores and specialty retailers. To learn more about our brand protection and how we can help you, click here.
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 for orders shipping within the US.
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.
Where can I use Cole Haan gift cards? Do you sell eGift Cards?
Both physical and eGift cards can be redeemed online at www.colehaan.com and at any Cole Haan retail store. For more information on our Gift Card policies & FAQ’s please click here.
Can a credit card issued by a foreign bank be used for website orders?
International payment types are offered when shipping to one of our supported international destinations through our partner Global-e.
Do you allow customers to choose their payment currency when purchasing online?
Customers shipping to one of our supported international destinations may select your preferred currency and/or an alternative payment type, through our partner Global-e.
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.
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.
Please refer to our Return Policy, and easy-to-follow steps for processing returns and exchanges.
A one-time price adjustment will be given if your purchase meets following criteria:
- * Within 14 days of your online or store purchase, the price of the item was reduced from the final price you paid
- * Your online order was shipped to either the US or Canada
- * The item is currently available in the same size/color originally purchased
- * The item was not purchased as Final Sale
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.
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?
From time to time our popular styles sell out online. To see if the style you are interested in is available in a store near you: click the "Find In Store" button on the product page, select your size (even if sold out), and enter your zip code. You may then visit listed stores to make the purchase. If you prefer to shop online, please contact our customer service team at 800-695-8945, 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.
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 recommendations on products and instructions to keep your shoes clean, based on the material of your shoes here.
Cole Haan currently offers international shipping to select countries through our partner Global-e. For a list of all countries currently supported click here.
Cole Haan members get an enhanced Cole Haan experience, plus great benefits! To learn more about our membership program click here.
