- Customer Care
- Customer Care FAQs
Customer Care FAQs
NOTE: at checkout, please make sure that your billing information matches your credit card billing address exactly (i.e., street/city/state/zip code). In many cases, submitting a valid credit card number with an incorrect billing address can still result in a hold on your account. If this occurs, please note that those authorizations will drop off your account within 2 to 4 business days, depending on your issuing bank. Please contact your bank for further questions.
Can I place my order over the phone?Yes, and at any time. Call us toll-free 24/7 at 1-888-262-6224 to place your order.
Can I cancel or change my order?Once your order is placed, we do our best to prepare it for shipment immediately. In most cases, we can’t change or cancel your order, but contact us at email@example.com or 1-888-262-6224 and we’ll do our best to help.
How will I know if Coach received my order?Once you place an order, you’ll receive a confirmation number and a confirmation email to confirm your order is being processed.
If you don’t receive a confirmation email within 24 hours, call us at 1-888-262-6224.
What do I do if I have a question about my order?Ask away. Contact us at firstname.lastname@example.org or 1-888-262-6224.
Do you offer price adjustments?Yes, we do. If a full-price item has been marked down within 7 days of your purchase, you may bring it to a Coach Retail store along with your receipt or call us at 888.262.6224 for a price adjustment. Please note that there will be no price adjustments given for sale items that are further discounted.
Can I order or ship Coach products outside of the United States?Coach.com does not accept orders with billing or shipping addresses outside of the United States, Puerto Rico and Canada, but you can place an international order by calling us at 1.888.262.6224 (if within the United States) and 904.367.7551 (if outside the United States).
What forms of payment do you accept?We accept Visa, Mastercard, American Express, Discover, Diners Club, JCB, PayPal, and Coach gift cards. For questions about payment, call us at 1-888-262-6224.
What is Klarna?
Klarna is an alternate payment method that allows you to split your purchase into 4 interest-free payments. To use Klarna to pay for your purchase, choose Klarna in the checkout. Your purchase will be split into 4 interest-free payments. The first payment will be taken from your credit or debit card when your order is shipped. The remaining three payments will be automatically charged to your card 14, 28, and 42 days later.
How do I pay with Klarna?
If your basket is eligible for 4 interest-free payments with Klarna, you will be able to select Klarna as a payment method during checkout. After your order is shipped, you will be charged for the first quarter of the total amount. Klarna will send a notification once the payment has been processed. You will be informed ahead of time before the next payments.
What are the conditions to sign up?
To sign up, you will need :
- A US-issued debit or credit card. Klarna currently accepts most debit and credit cards (i.e., Mastercard, Visa, Discover). Please note, prepaid cards are not accepted.
- To be 18 years of age or over
- An SMS-capable phone number
- A US residential address
How do I return items that have been paid for with Klarna?
We are unable to offer refunds in-store for orders paid through Klarna. For refunds on these orders, items must be returned to our Jacksonville facility within 30 days of purchase (see below for shipping address). We’re also happy to assist you with an exchange or offer merchandise credit for new, unused items returned to a Coach store within 30 days of purchase.
One Coach Way
Jacksonville, FL 32218
If you have paid for your order with a card, the refund will be made to the same card. Returned or cancelled orders should first be registered with Coach. The refund will be processed within the next 14 days of Coach logging the returned or cancelled order.
Once Coach has received the return (partial or full) and you have received our confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.
Can I pay before the due date?
Yes. If you want to pay the outstanding balance of your purchase early, simply log in at the top of the page, go to the order page, and select “Pay off early”.
Will I still be charged if my order is cancelled?
Cancellations are subject to our cancellation policy. To cancel your order, please contact us. Once we have confirmed the cancellation, Klarna will update your payments accordingly and you can check the status of your payments anytime in your Klarna app. Refund processing times vary and can take up to 14 days depending on your financial institution. To check the status of your refund, please confirm first we have updated your payments accordingly and check if you might have already been refunded to your original payment method. If 14 days have passed since the issue of credit and you are still missing your refund, please contact Klarna for further support.
My email address is not correct. How can I change it?You can live chat with Klarna’s customer service agents 24/7 to request that your contact details be updated. Please quote your statement number if you have received a statement by post.
Will this affect my credit score?
When you choose to pay over four (4) interest-free payments, Klarna may perform a soft credit check. This type of credit check will not impact your credit score.
How Can I Reach Klarna?
Our Commitment Against Counterfeiting
Coach and its parent company Tapestry, Inc. care about the quality, workmanship and authenticity of every product we sell. Counterfeiting is illegal. Counterfeit products do not undergo inspection processes and often do not adhere to safety, health and wage regulations, including child labor and human rights laws. Counterfeiting has been linked to organized crime, child labor, and terrorism. Counterfeits can also harm the economy, including through lost revenues, jobs and taxes. It is estimated that counterfeiting costs the United States economy 250 to 500 billion dollars a year.
Our Brand Protection and Anti-Counterfeiting Efforts
To help protect our Coach brand and consumers from counterfeits, we work with law enforcement and customs officials in the United States and around the world to stop the shipment and sale of counterfeit goods. We also monitor online and offline channels for counterfeit merchandise.
Authentic Coach products are sold by Coach retail and outlet stores and online at www.coach.com, www.coachoutlet.com, world.coach.com or at authorized department stores and specialty stores. To find a store near you, visit www.coach.com/stores.
We do not respond to requests to authenticate product or identify authorized distributors. Please note that if a deal or price sounds too good to be true, it probably is. We do not sell our products at flea markets, through street vendors, or in kiosks in malls.
Be wary of counterfeit websites which claim to be “official.” Websites offering counterfeit product often use misspellings of the actual word “Coach” in the URL. They may also imitate the layout and overall appearance of coach.com. These websites may also appear on search engine results. A few examples are: coachoutletfactory.org, coachbags.biz, coachonline.us.com
Auction websites may have counterfeit goods available for purchase despite language on the product’s listing claiming that it is “authentic.”
You can report infringing and counterfeit listings through our counterfeit reporting form, which you can access here. You can also make a report by calling our counterfeit hotline: 1-833-768-1778. We work to combat the unauthorized production and sale of counterfeit Coach merchandise, and appreciate any information you could share to assist us in our efforts. Please provide as much information as possible, including, for example, the location of the merchandise and the type and number of products being offered for sale. Providing as much information is helpful to our anti-counterfeiting efforts.