Customer Service FAQs

Yes! Call toll-free at 1-888-262-6224. You may place your order by credit card any time, day or night, seven days a week. From Alaska and Hawaii, call 1-904-741-3090 during business hours (M-F 8:00 AM to 11:00 PM ET).
In most cases your package is prepared for shipment immediately and cannot be changed or canceled, but we will try to assist you whenever possible. Please contact us immediately at orderquestions@coach.com, or call the Coach Consumer Service at 1-888-262-6224.
Once you place an order with coach.com, we will provide you with a confirmation number and you will receive an Order Confirmation Email to confirm that your order is being processed.

If you do not receive your confirmation information within 24 hours, feel free to call Coach Consumer Service at 1-888-262-6224 to confirm that Coach has received your order.
If you have questions about your order, please email orderquestions@coach.com or call 1-888-262-6224.
Coach.com is not currently accepting orders with billing or shipping addresses outside of the United States, Canada and Puerto Rico. Please check our online Store Locator for retail locations in countries throughout the world.
Coach.com is currently accepting orders using Visa, Mastercard, American Express, Discover, Diners Club, JCB, PayPal, and the Coach gift card. Orders paid for by check may be mailed in. When paying by check, please be sure to allow time for check clearance.
In addition to the merchandise cost, the following charges apply:
  • • Shipping and Handling Fee: $26.00
  • • Provincial Sales Tax & Goods and Services Tax: The rate of tax is determined by the Province you ship to, and will be displayed at Checkout.
  • • Canadian Duty: Duty is tax imposed on imports by the Canadian Customs Authority. Duty rates vary based on the type of products you are importing and the country they came from or were made in. For your convenience, we calculate and collect duty from you in the checkout process and pay it to the Canadian Customs Authority on your behalf.
Yes, only U.S. dollar amounts are displayed on Coach.com.
We will accept U.S. bank-issued credit cards and Canadian bank-issued credit cards: American Express, Visa, Master Card, and Discover. At this time, we do not accept debit-only cards requiring a pin for purchase.
Conversion fees differ depending upon your bank and credit card company. Please contact your bank directly with questions regarding conversion fees.
Unfortunately, we are unable to ship fragrance items and exotics to Canada at this time.
Canadian Orders are shipped via DHL. You should allow 4-5 business days for delivery. There is no overnight service to Canada at this time.
Yes, DHL requires a signature upon receipt of your package. After the first attempt a door tag will be left. You then have the option to sign the door tag requesting the package be left the following business day, or you can call DHL to arrange a pick-up. If DHL makes several attempts, and does not hear from you, they will return the package to Coach after a week.
At this time, you cannot place a Store Pick Up order online for pick-up in a Coach Canadian Store.
To return an order which was shipped to Canada, simply return your items to a Canadian Coach Store. To view a list of Coach store locations in Canada, please visit our list at the Store Locator.

Please allow a processing time of two to three weeks for refunds and exchanges. For questions regarding Canadian returns, please call customer service at 1-888-262-6224.
STORE PICK-UP INFORMATION

Order Online. 3 Hours Later, Pick Up In Store

Shop by Region

To find out which items are available at your local Coach store, click the "Pick Up in a Store" button under the "Add to Bag" button on any product page. Enter your ZIP code OR select a state and then select a traveling distance between 10 and 50 miles. Click "Find" and we’ll show you items that are in stock in your region. Select the location most convenient for you and click on the "Save and Pick Up in Store" button.

Purchase Online

Once you’ve selected a store, you’ll go through our regular online checkout process to purchase your items. Your order can contain items to be picked up AND items that are being shipped to you. Once you have completed the checkout process online, you will receive two separate emails.
 
  1. • Order Confirmation Email: Received as soon as your order has been placed, it confirms that your order is being processed.
  1. • Pick-up Email: Received within three hours of the Order Confirmation Email (during store hours), it will alert you that your order is available for pick-up.


Pick Up in Store

When your item is ready for pick-up:
 
  • • You’ll receive an e-mail confirmation from the store you selected as your pick-up location.
  • • You can usually expect to hear from us within three hours of placing your order online (when ordering during regular business hours). You may find store hours of operation in our  Store Locator.
  • • Please bring the following:
    • • Driver’s License or state/government-issued photo ID
    • • Credit card or gift card used for purchase (only the individual named on the credit card can pick up the order). A credit or gift card is not necessary if the order was placed using PayPal.
    • • A copy of the Order Confirmation Email (optional)
  • • If you do not pick up your order within 48 hours, your order will be canceled. Your credit card will not be charged. Please note that it may take several days for your bank to remove the temporary authorization from your credit card. Please contact your bank directly with questions regarding pending authorizations.


If you have questions or if you would like to change or cancel an order, please call 1-888-262-6224 or email cancelorders@coach.com.