FAQ

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 orderquestions@coach.com or 1-888-262-6224 and we’ll do our best to help.

How will I know if Coach received 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 orderquestions@coach.com or 1-888-262-6224 and we’ll do our best to help.

What do I do if I have a question about my order?

Ask away. Contact us at orderquestions@coach.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.

CSI Returns
One Coach Way
Jacksonville, FL 32218

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?

You can reach Klarna customer service anytime by calling 844-KLARNA1 (844-552-7621), or download the Klarna App to manage your payments directly.

Select Coach stores now offer pickup and virtual shopping appointments. Learn more about this new way to shop here, and please call ahead to see if your local store is offering this service.

How do I unsubscribe from Coach emails?

Click here to unsubscribe. You can also unsubscribe by calling us at 1-800-444-3611, by emailing us at privacy@coach.com or by clicking on the unsubscribe link at the bottom of any Coach email in your inbox.

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.

Authorized Channels

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 store locator.

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.”

Reporting Counterfeits

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.

Counterfeits can be reported using the form and the hotline anonymously. We only use your email address to file and investigate your report. You have certain rights under applicable privacy laws. Please see the applicable privacy policy at the footer of each of our brand websites in the country in which you live for more information on our data handling practices.

How can I do price adjustment?

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.

Where can I see my rewards?

Sign into your account at www.coach.com or www.coachoutlet.com to see your rewards on your Insider dashboard. You can also see special offers tailored to you, exclusive product drops and learn more about your Coach Insider benefits.

Who can join Coach Insider and how?

All U.S. and Canada residents, 18 and older, are welcome to join. To become an Insider, all you have to do is create an account online at www.coach.com or www.coachoutlet.com or sign up with an associate in one of our stores.

Can I redeem my rewards at any Coach store?  

You sure can! The Coach Insider program is now available to both Coach and Coach Outlet customers.

Can I redeem my rewards at Coach and Coach Outlet stores located in Canada?

Yes, you can.

I signed up to become a Coach Insider at a store. How do I finish setting up my account online?

You’ll receive an email with a link to finish setting up your account. The link expires in 12 hours. If your link has expired, sign into your account at www.coach.com or www.coachoutlet.com and click on “Forgot Password” to reset your password.

How do I redeem my birthday reward?

All Coach Insiders are eligible to redeem one birthday reward per year during their birthday month. You’ll receive an email with redemption instructions, so it’s important that you opt in to receive marketing emails from Coach. Want to make sure you’re on the birthday list? Add your birthday to your account and update your email preferences.

What is the special moment reward?

As a Coach Insider, you can provide the date of a special moment or special occasion in your life, in addition to your birthday. Coach will help make it more memorable with a special treat. Special moment rewards can only be redeemed once per year. Check out your Coach Insider dashboard during the month of your special moment for more details. Additional terms and conditions may apply.

What is the customization reward?

All Coach Insiders can receive free customizations on two customization-eligible products per calendar year, of up to $125 worth of embellishments or digital printing for each product. This reward may be redeemed at Coach stores with Coach Create stations and on www.coach.com as of 9.30.21. It is currently not available at Coach Outlet stores or on CoachOutlet.com. Additional terms and conditions may apply.

What is the charitable donations reward?

Tapestry, Inc. partners with ShoppingGives to provide you with the opportunity to support a cause when you purchase certain products or services, or add a donation to support a charitable cause at checkout. Donations based on purchases are made by Tapestry, Inc., and are therefore not tax-deductible donations of the customer. All donations first go to ShoppingGives Foundation, a 501(c)(3) charitable organization. Except in rare circumstances, ShoppingGives Foundation will then make a grant to the charitable organization either set by Tapestry, Inc. or selected by you, when applicable. To learn more about how ShoppingGives Foundation makes grants to recommended grantees, when ShoppingGives Foundation may choose to reassign funds to another charitable grantee, or how long it takes for a recommended grantee to receive the grant, please see Shopping Gives Terms and Conditions

What is the Coach Re(Loved) Exchange program?

In order to participate in the Coach Re(Loved) Exchange program, you must be a Coach Insider. You can access your credits in your Insider dashboard. More details can be found here. The reward is not currently available in Coach Outlet stores or at CoachOutlet.com.

What are Insider Ideas?

Throughout the year, Coach Insiders will be invited to share input on a topic related to Coach, Coach Outlet or the Coach Insider program. This could be voting on the next gift with purchase, early access collection, future Insider rewards and so much more. Your feedback will help to shape and influence the future of the Insider program.

Can I lose my rewards? Do they expire?

We encourage you to redeem your rewards often so you can make the most of your Coach Insider membership. Certain rewards and offers expire, so be sure to check expiration dates on your Insider dashboard.

What happens to my reward if my order is canceled?

If your order is canceled, please contact Customer Service at coachinsider@coach.com.

Can I use my rewards on past purchases or if I forget to use it during checkout, can I redeem it post purchase?

We’re sorry but once a transaction is complete, you can no longer redeem your reward for that purchase.

What are Insider events and how do I get early access?

Throughout the year, you’ll get early access to sales and special product drops. You’ll also receive invitations to Coach Insider exclusive events. Be sure to list your local Coach or Coach Outlet store under “My Preferences” so you don’t miss a thing.

How can I shop Insider exclusive product drops?

In order to shop product drops, you need to be signed in to Coach or CoachOutlet.com. You can find exciting product drops on your Insider dashboard or on these product drop pages:
www.coach.com/Product-Drops
www.coachoutlet.com/Product-Drops

How can I opt out of marketing emails?

You can unsubscribe from our marketing emails or SMS communications. To unsubscribe from email marketing, please click the “unsubscribe” link at the bottom of any email that you receive or email us at privacy@tapestry.com. To unsubscribe from SMS communications, follow the instructions in the message. Please note that if you have already requested products or services when you decide to withdraw consent, there may be a short period of time for us to update your preferences and ensure that we honor your request.

How can I cancel my Coach Insider membership?

Call Customer Care to cancel membership at 1-888-262-6224 phone number

How is my personal information used as a Coach Insider?

As a member of the Coach Insider loyalty program, your personal information will be used to administer your account and to provide you with rewards and recommendations. For further details, please see our Privacy Policy. If you have any questions, contact the Privacy Team at privacy@tapestry.com.

What else do I need to know?

The Coach Outlet Terms of Use and the Coach Terms of Use apply to your participation in the Coach Insider program.

What if I have additional questions?

Ask away. We love hearing from you. Contact us at coachinsider@coach.com.