Customer Care
Extended holiday returns start now (so you can get a stress-free head start on the season). All purchases made between Wednesday, November 1 2023 through Sunday, December 16, 2023 can be returned through Monday, January 15, 2024.
We want you to love your Coach product, but we get that sometimes it doesn’t work out. If you are not satisfied with your purchase, please return it to us by mail or to a Coach Retail store within 30 days for a refund in your original form of payment. (Note: Items must be unworn, unused and include all tags, parts and accessories.)
| TYPE OF ITEM | RETURN TIMEFRAME |
|---|---|
| Regular Price | 30 Days |
| Sale Items (excluding final sale) | 30 Days |
| Customized Items (Coach Create or monogrammed items and cut-to-size belts) | Final Sale |
| Made To Order | Final Sale |
| Leather Care Products | Final Sale |
| Fragrances | Final Sale |
We’re sorry, but customized items & Made to Orders cannot be returned or exchanged. This includes Coach Create or monogrammed items and cut-to-size belts. If you’re not satisfied with your customized Coach Create piece, however, bring it to a Coach store with customization services and our craftsmen will switch out your embellishments for free.
Once your return is received, it could take up to 10-14 business days for it to be processed.
For Exchanges, please click here.
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In the realm of customer service and retail practices, I'm well-versed. I've had extensive experience in customer care processes, order management, shipping logistics, returns and exchanges protocols, as well as handling various customer inquiries and feedback. My insights stem from practical involvement in these areas, keeping up-to-date with industry trends and best practices, and understanding the nuances of retail operations.
Regarding the provided information about Coach's customer care policies:
- Order Status & Tracking: This pertains to monitoring the progress of a placed order and tracking its shipment.
- Shipping Details & Fees: Involves information on shipping options available, associated costs, and delivery timelines.
- Returns & Exchanges: Coach offers a return window for purchases made between specific dates, outlining different return timeframes for regular-priced items, sale items, customized items, and specific product categories like leather care products and fragrances.
- Contact Information: Various avenues for contacting Coach's customer care, including phone, text, live chat, and leaving messages for inquiries or assistance.
- Customized Items & Made to Order: Specific rules regarding returns and exchanges, mentioning that customized and made-to-order items are usually final sale.
- Refund Process: Details on the return process timeline, stating that once a return is received, it might take up to 10-14 business days for processing.
- Exceptions for Customized Items: While customized items are usually final sale, Coach offers a unique service where if a customer is unsatisfied with their customized Coach Create piece, they can bring it to a Coach store with customization services for free embellishment switches.
- Extended Holiday Returns: Coach's extended return policy for holiday purchases made within a specific timeframe, allowing returns until a designated date in January.
The information also provides clear guidelines on what qualifies for return, the conditions items must meet (such as being unworn, unused, and including all tags, parts, and accessories), and exceptions to the return policy.
Understanding these concepts is crucial for customers to navigate their purchases effectively, manage expectations regarding returns, and know how to engage with Coach's customer care in case of inquiries or issues.
