- 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 firstname.lastname@example.org 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 email@example.com 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 a leading alternative payments provider, offering payment options for a smoother online shopping experience. Klarna has been used by 70 million people and 170,000 retailers worldwide.
How Do I Pay With Klarna?
Select Klarna at checkout and follow the steps to create a one-time virtual card (the Virtual Card). Return to coach.com and use this Virtual Card to finalize your order.
Once your purchase is confirmed (usually on the ship date), the purchase amount will be added to the Virtual Card; it will then be split into four (4) interest-free payments, which will be charged automatically every two weeks. No bills or reminders will be sent to you—you can just relax and enjoy your purchase.
What Happens When I Get My One-Time Virtual Card?
A hold is placed on your credit or debit card for each Virtual Card you create. This ensures that enough funds are available on your credit or debit card. If your final purchase is for an amount less than the amount placed on Virtual Card, you'll only be billed for what you end up spending. Your payment plan will be automatically updated 14 days after your purchase to reflect the amount you actually spent.
If you decide not to complete your Coach purchase, the Virtual Card will be automatically canceled after 24 hours. If you feel unsure about how to use your Virtual Card at Coach, don't worry. We've got you covered. Visit the Klarna FAQ page.
How Do I Return Items 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 above 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.
Will This Affect My Credit Score?
When you choose to use the Virtual Card and 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.