Customer Care

FAQS


Please note that we are currently processing high volumes of orders and shipments will have a delay of max 2 business days; apologies in advance for the inconvenience.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept: Visa, MasterCard, American Express, Maestro, PayPal and Klarna.

WHAT IS KLARNA?

Klarna is a leading alternative Swedish payments provider, providing customers interest-free payment options for a smoother online shopping experience. It offers a variety of payment options and has been used by 85 million people across 200,000 online retailers worldwide. For customers in The Netherlands Klarna offers the option to pay for your order over 3 interest-free instalments. For more information on the payment process click here.

ARE MY PERSONAL DETAILS KEPT PRIVATE?

At Coach, we treat all the information shared with us as private and confidential. For further information, please check the Coach Privacy policy here https://nl.coach.com/support/privacy-policy

WHEN WILL MY ORDER BE CHARGED?

Payment is taken upon dispatch.

DOES MY ORDER INCLUDE VAT?

Yes, all orders are inclusive of Vnl.

WHY ISN'T MY PAYMENT BEING ACCEPTED WHEN I TRY TO PLACE AN ORDER?

This may be due to a failed payment or because it can't be verified. We recommend checking your password for your bank account, or ensure you allow pop ups for 3D Secure. If the problem persists please contact your card provider.

WHERE CAN I FIND THE PROMOTION CODE BOX?

You can find this in your shopping basket directly under your subtotal. Be sure to hit APPLY so you don't miss out.

WHY HAS MY ORDER BEEN CANCELLED?

We try to avoid cancellations where possible but on rare occasions, we may need to cancel your order if we have been unable to fulfil your order. You'll receive an email to notify you as soon as possible, and you will be refunded fully for cancelled items.

WHY HAVEN'T I RECEIVED AN ORDER CONFIRMATION EMAIL?

From time to time these can filter into Junk, spam or focused folders. Please check there and we recommend allowing Coach as a trusted sender.

DO YOU OFFER ONLINE GIFT CARDS?

We currently do not sell online gift cards.

ARE MY PERSONAL DETAILS KEPT PRIVATE?

At Coach, we treat all the information shared with us as private and confidential. Click here https://nl.coach.com/support/privacy-policy for details on the Coach Privacy policy.

WHAT HAPPENS IF I FORGET MY PASSWORD?

Not to worry, simply hit the forgotten password button at sign in and you'll be sent a link to reset. From time to time these may go into your junk or spam folders so be sure to check there too.

HOW DO I UNSUBSCRIBE

We hope you won't want to miss out on hearing the latest Coach news, but incase you need to please click on the unsubscribe link at the bottom of our emails.

I HAVE RETURNED MY ITEM, WHEN WILL I RECEIVE MY REFUND?

Returns will be processed within 7-10 business days of once your return arrives at our Returns department. A further email will be sent once processed.

Your refund will be processed to the payment method you used to purchase the item and the credit will be posted to your account according to the timeframe established by your financial institution. to the original payment method, how long this takes to reflect into your account will be dependent on your card provider and is out of our control

WHAT IS THE COACH ONLINE RETURN POLICY?

If you are not satisfied with your Coach online order, you have 30 days from the purchase date to return it for full refund. During our sale period you have 30 days to return your order. Full details can be found here https://nl.coach.com/support/returns

I HAVEN'T RECEIVED MY REFUND?

Please allow up to 10 working days once our Returns Department have received. A further email notification will follow once processed.

HOW DO I RETURN MY ITEM?

Everything you need to know about returns can be found here https://nl.coach.com/support/returns

CAN I RETURN AN ITEM PURCHASED DURING THE SALE?

Yes you can! Purchases made during sales, clearance or other promotional periods must be returned within 30 days of receipt.

CAN I EXCHANGE AN ITEM PURCHASED ONLINE?

We are unable to exchange online purchases, a refund will be processed for any returns received.

ARE THERE ANY NON-RETURNABLE ITEMS?

We accept the return of items that are in new, unused condition, with original tags. We cannot refund products where the hygiene seal has been broken or removed or custom-made or personalised items (including items that have been monogrammed or engraved).

HOW MUCH IS IT TO RETURN A PRODUCT?

Nothing! Your order will arrive with a prepaid shipping label which can be used to return the goods at no additional costs.

I HAVE LOST THE PREPAID RETURN LABEL, HOW DO I RETURN AN ITEM?

Please get in touch with our Customer Care team who will assist you further https://nl.coach.com/contact-us

IF I BUY A GIFT FOR SOMEONE, CAN HE/SHE RETURN IT FOR REFUND/EXCHANGE?

Refunds will only be processed back to the cardholders original form of payment.

CAN I RETURN MY COACH ONLINE ORDER TO A COACH STORE?

Please ensure you have your order confirmation email showing your order number and payment method to hand in store. PayPal, Klarna and ApplePay orders cannot be refunded in store, but may be exchanged up to the value of your item(s). Please note all items purchased from our online outlet category cannot be returned at our retail store.

WHAT DO I DO IF MY ORDER IS FAULTY OR DAMAGED ON DELIVERY?

All of our orders are checked before shipment but in the rare instance this happens please get in touch with our Customer Care team who will assist you further https://nl.coach.com/contact-us

I RECEIVED THE INCORRECT ITEM HOW DO I GET A REPLACEMENT?

All of our orders are checked before shipment but in the rare instance this happens please get in touch with our Customer Care team who will assist you further https://nl.coach.com/contact-us

HOW DO I REFUND VAT?

VAT is non refundable, all orders are inclusive of Vnl.

I BOUGHT AN ITEM AT AN INTERNATIONAL STORE HOW DO I RETURN?

Our Returns department are unable to refund purchases bought at store. Please contact the original store of purchase who will be able to assist

CAN I RETURN MY GIFT PURCHASE?

If you have received an online order as a gift and wish to return it, please note that it will be refunded to the purchaser's original method of payment.

WHAT COUNTRIES DO YOU SHIP TO?

Coach ships to all areas of the United Kingdom (excluding the Channel Islands and Gibraltar), Spain, Italy, Germany, France, Austria, Belgium, Ireland & The Netherlands. For international shipping please visit our dedicated websites.

HOW MUCH IS DELIVERY CHARGE?

Free Shipping on orders over €200.

WHAT IS THE CUT OFF TIME FOR NEXT DAY DELIVERY?

Click here for our full delivery details https://nl.coach.com/support/shipping-details

CAN YOU DELIVER TO AN ADDRESS OTHER THAN MY BILLING ADDRESS?

Of course, please enter when placing your order as we won't be able to amend once your order has been confirmed.

HOW DO I TRACK MY ORDER?

Once you receive your dispatch email they'll be a tracking link so you will be able to see exactly where your order is.

WHAT DO I DO IF MY ORDER SHOWS AS DELIVERED BUT I DO NOT HAVE IT?

If your order has been marked as delivered however you have not received the item, please contact us within 5 working days from the date of delivery (as noted in the tracking page). Failure to do so, may mean that we will not be able to open an investigation into the matter.

I'VE RECEIVED AN INCORRECT ITEM IN MY ORDER, WHAT DO I DO?

All of our orders are checked before shipment but in the rare instance this happens please get in touch with our Customer Care team who will assist you further https://nl.coach.com/contact-us

I HAVEN'T RECEIVED A DESPATCH EMAIL?

We recommend checking the cut off times for your delivery option as your email may still be on its way. Otherwise this may be in your junk or spam folders.

WHAT HAPPENS IF I MISS THE COURIER DELIVERY?

You will always receive contact directly from a courier with updates and alternative delivery options, simply look out for these to re arrange at a convenient time for you.

CAN I CANCEL OR AMEND MY ORDER?

We're sorry we are unable to cancel or amend orders once placed as our team are working quickly to process your order. If you have an amendment to your delivery be sure to check your email notifications from your courier for further options.

CAN I EXCHANGE AN ITEM PURCHASED ONLINE?

We do not offer an exchange service at this time. A refund will be processed for all orders received at our Returns department.

CAN I GET A VAT REFUND?

Items purchased online are not eligible for VAT refunds.

DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?

No, you don't have to create an account to place an order. However, we recommend that you set up one to enjoy some benefits such as saving your payment information, address details and order history.

WHERE CAN I FIND THE PROMOTION BOX?

You can find this in your shopping basket directly under your subtotal. Be sure to hit APPLY so you don't miss out.

I HAVEN'T RECEIVED AN ORDER CONFIRMATION EMAIL?

Be sure to check your junk or spam folders and allow Coach as a trusted sender.

DO YOU OFFER GIFT PACKAGING?

Whilst we currently are unable to offer a giftwrapping service online, this service is available in our retail stores. Please note whilst our stores endeavour to assist every customer;

- this is subject to store availaibility
- as we expect a higher volume of foot traffic during the busy festive period, please note our stores may also have to suspend this service during peak periods
- some stores, such as our outlet stores may not be able to support this service

For more information about our stores, please review our store locator.

IS MY ITEM UNDER WARRANTY?

We offer a one-year warranty from the date of purchase on all products purchased online or from a Coach Retail Store. Everything you need to know can be found here https://nl.coach.com/support/warranty

DO I HAVE WARRANTY WITHOUT PROOF OF PURCHASE?

We offer a one-year warranty from the date of purchase on all products purchased online or from a Coach Retail Store. Everything you need to know can be found here https://nl.coach.com/support/warranty

DO YOU OFFER REPAIR SERVICES?

Yes we do. For any manufacturing defects within one year from purchase, repairs are on us. Everything you need to know can be found here https://nl.coach.com/support/warranty

WHAT DO I DO IF I HAVE A PROBLEM WITH MY PRODUCT?

Please visit your nearest Coach store or get in touch with Customer Care.

MY COACH BAG HAS SOME MARKS, WHAT DO I DO?

Most scratch marks can be removed by simply rubbing them out with your fingertips. The warmth of your hand releases natural oils to the surface, causing these marks to disappear. Spots and stains, unless they are very prominent, soon blend into the leather, becoming less conspicuous as the bag is worn.

HOW DO I REPAIR MY WATCH?

We offer a two-year warranty in the US, UK and Europe. Repairs can be sent to:

Chapman House/Meadway, Haslemere GU27 1NN

For more info, please visit:

https://www.swicowatchservicecentre.co.uk/

CAN I REPLACE MY WATCH BATTERY?

We recommend only changing batteries in authorised repair centers or Swico: https://www.swicowatchservicecentre.co.uk/

HOW DO I REPAIR MY SUNGLASSES?

Please click here for further details

https://nl.coach.com/support/warranty

HOW DO I CARE FOR MY HANDBAG?

It will be dependent on the leather so please click here for full details

https://nl.coach.com/support/product-care

WHAT IS THE SIZE RANGE AVAILABLE?

All sizes are US sizes. For size conversions use our size guide here https://nl.coach.com/support/size-guide

WHERE CAN I FIND SIZING INFORMATION?

IF SOMETHING IS OUT OF STOCK, CAN I STILL ORDER IT?

If we are expecting more stock you will see a notify me when back in stock, if not be sure to call your nearest store for correct availability https://nl.coach.com/stores/store-locator

HOW CAN I USE THE WISHLIST?

You can add item(s) to your wishlist and share it! To add items to your wishlist: once you are on a product page, click on "Save to Wishlist".

WHAT IF I NEED ADDITIONAL INFO ON A PRODUCT?

Our Customer Care Team will be happy to assist or offer styling advice.

CAN YOU TELL ME IF A STORE HAS THIS ITEM?

For the most accurate stock availability we recommend calling the store directly https://nl.coach.com/stores/store-locator

HOW CAN I TELL IF MY COACH PRODUCT IS AUTHENTIC?

Please click here for all you need to know on authentic coach products https://nl.coach.com/support/brand-protection

WHEN & HOW WAS THE BRAND BORN?

In 1941, Coach was born. The brand became famous for its original Glove Tanned Cowhide, which was inspired by a baseball glove and the way it softens and ages over time. This full-grain leather still inspires Coach as it evolves and continues to source and select premium leathers that support the Coach heritage of quality and craftsmanship.

WHY IS MY BAG DIFFERENT FROM MY MOM'S/FRIEND'S?

Only the highest quality leather is selected at Coach; just the top 20% of all hides are chosen to be used in our products. Hides are the main building blocks of leather, and are selected for their strength, look, feel, quality, and suitability. High-quality leather is paramount, as Coach uses dyes, waxes, and oils minimally to preserve the natural markings of each hides. This means that no two pieces are exactly alike, and that each product made from them is unique.