FAQ's

Ordering
How will I know if my order has been successfully placed?

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: 852 6292 2158.

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 canceled?

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.


Payments
How can I pay for my online purchases?

Colehaan.hk accepts PayPal, Visa, MasterCard, American Express and Asia Pay.

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.

My order was not processed and there is a charge on my account. When will the charge be removed?

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.

RETURNS & EXCHANGES
How can I return an item I purchased online?
Please refer to our Returns Policy, and easy-to-follow steps for processing returns and exchanges.

PRODUCTS
How do your online prices compare with what I will find in stores?

Prices displayed on colehaan.hk are the same as Cole Haan HK full-price retail stores (Exclude online exclusive offer/promotion).

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).

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?

Please use the Search box on the website to look for a product. If the product or a specific size is not listed, we are able to search a Cole Haan Retail store for you. Please email Customer Service with 'Retail Search' in the subject line, along with the following information: your name, telephone number, size, style number or style name/color of the product. We will contact you after researching the availability with any product and store information.

© 2018 Sitoy Retailing Ltd.