Cole Haan customers may need help with an online order, return, exchange, refund, shoe sizing, damaged product, missing package, price adjustment, gift card, store purchase, shoe repair, suspicious website, or another customer-service issue. Cole Haan provides customer support by phone, live chat, an online message form, and self-service order and return tools.
Cole Haan Customer Service Contact Information
- Cole Haan Customer Service Phone: 1-800-695-8945
- Phone Support Hours: 9:00 AM-6:30 PM ET, 7 days a week
- Live Chat Hours: 9:00 AM-6:30 PM ET, 7 days a week
- Online Message Form: Available through the official Cole Haan Contact Us page
- Contact Page: Cole Haan Contact Us
- Returns & Exchanges: Cole Haan Returns & Exchanges
- Order Tracking: Available through Cole Haan’s Contact Us and account tools
- Store Locator: Find a Cole Haan Store
- Worldwide Headquarters: Cole Haan LLC, 150 Ocean Road, Greenland, NH 03840
- Official Website: ColeHaan.com
Customer-service hours update: The older Monday-Friday 8 AM-11 PM and weekend 8 AM-5 PM schedule previously shown on this CustomerServiceNumbers.com page is no longer the schedule published by Cole Haan. Current phone and chat support hours are 9:00 AM-6:30 PM Eastern Time, seven days a week.
Best Cole Haan Support Route by Issue
- Online order: Use order tracking or call 1-800-695-8945 with the order number.
- Return: Start through Cole Haan’s official Returns & Exchanges process.
- Exchange for another size or width: Use the free exchange option when the item qualifies.
- Refund delay: Keep the return tracking number and contact Customer Service after confirming that Cole Haan received the merchandise.
- Damaged or defective product: Keep proof of purchase and photographs and contact Customer Service before assuming the item qualifies for a return or other resolution.
- Shoe or bag repair: Review Cole Haan’s current Repair Services information.
- Store purchase: Contact the appropriate full-price or outlet store and keep the receipt and original payment method.
- Price adjustment: Contact Customer Service if the purchase meets Cole Haan’s current 14-day eligibility rules.
- Gift card problem: Call 1-800-695-8945 and keep the card and proof of purchase.
- Suspected fake Cole Haan website: Do not place an order or provide payment information. Use ColeHaan.com and Cole Haan’s Brand Protection information to verify the seller.
Information to Have Before Contacting Cole Haan
Gathering the purchase and product information first can make it easier for Customer Service to review the issue.
Useful information includes:
- Order number
- Email address used for the purchase
- Product name and style
- Size, width, and color
- Purchase date
- Store location when purchased in person
- Receipt or order-confirmation email
- Shipping tracking number
- Return tracking number
- Photographs of a defect or damaged shipment
- Previous customer-service case information
Do not publish order numbers, tracking numbers, home addresses, gift-card numbers, payment details, account passwords, or other private information in a public customer review.
Cole Haan Return Policy
Cole Haan currently accepts eligible unworn and unaltered merchandise within 30 days of the original purchase date.
For ColeHaan.com purchases:
- Original shipping charges and related shipping taxes are generally nonrefundable.
- Returns authorized within 14 days of the original shipment date do not currently have a return-shipping fee.
- A $7.95 return-shipping fee is deducted when an eligible return is authorized after 14 days from shipment but remains within the 30-day return period.
- Final Sale items cannot be returned or exchanged.
- Returned merchandise must meet Cole Haan’s condition requirements.
Cole Haan states that warehouse processing generally takes approximately 2-3 business days after the return is received.
Refunds are normally issued to the original form of payment after the merchandise is received and inspected. Cole Haan advises allowing up to one billing cycle for the credit to appear.
Keep the return tracking information until the refund has posted.
Can ColeHaan.com Orders Be Returned to a Store?
Eligible merchandise purchased from ColeHaan.com can generally be returned free of charge to a Cole Haan retail or outlet store in the United States.
There are important exceptions.
Cole Haan currently states that:
- PayPal orders cannot be returned to a Cole Haan retail or outlet store.
- Klarna orders cannot be returned to a Cole Haan retail or outlet store.
- Final Sale orders cannot be returned.
- Online orders shipped to U.S. addresses may only be returned to Cole Haan stores in the United States.
Select the store-return option when starting the return online when applicable.
Cole Haan Exchanges
Cole Haan currently offers a free exchange option for an eligible item when the customer wants the same style and color in a different size or width.
The current exchange process generally requires:
- Start the return or exchange online.
- Select the replacement size or width.
- Ship the original merchandise back using the provided return method.
- Pay the invoice for the exchange order when requested.
- Receive the refund for the returned merchandise after the applicable processing step is completed.
The replacement item is not guaranteed to remain available, so send the original merchandise back promptly.
If you want a completely different style or color, Cole Haan instructs customers to place a new order or call 1-800-695-8945 for assistance.
Exchange options can also be restricted for purchases made with certain payment methods.
Can You Cancel a Cole Haan Order?
Cole Haan currently states that an online order cannot be modified or canceled once it has been placed.
This includes changing the shipping address after submission.
Review the:
- Product
- Size
- Width
- Color
- Quantity
- Shipping address
- Payment information
carefully before completing the purchase.
If an incorrect order has already been submitted and cannot be stopped, the merchandise may need to be returned after delivery according to the applicable return policy.
Cole Haan Refunds
For an eligible return, Cole Haan generally refunds the merchandise to the original payment method after receiving and inspecting the return.
If a refund appears delayed:
- Check the return tracking number.
- Confirm when the warehouse received the package.
- Allow the stated return-processing period.
- Check the original payment account.
- Call 1-800-695-8945 if the expected refund still does not appear.
Have the order number, return tracking number, returned items, and date of delivery to the warehouse ready.
The original shipping charge is generally not refundable.
Cole Haan Price Adjustments
Cole Haan currently provides a one-time price adjustment when an eligible purchase meets its requirements.
Current eligibility includes:
- The price was reduced within 14 days of the online or store purchase.
- The product remains available in the same size and color.
- The product was not purchased as Final Sale.
For eligible online purchases, contact Customer Service at 1-800-695-8945 or use the online contact process with the order information.
For a store purchase, Cole Haan requires the purchasing customer to visit the appropriate store type with a valid receipt, original payment method, and identification.
Outlet purchases and full-price store purchases must be handled through the appropriate store type.
Cole Haan Shipping
Cole Haan currently offers several shipping methods for U.S. orders.
Published standard options include:
- UPS Ground: Free on qualifying orders over $99; $9.95 for orders under $99
- UPS 2-Day: $15.95
- UPS Overnight: $24.95
- APO/FPO: $5.00
Delivery estimates and shipping promotions can change, particularly around holidays.
Cole Haan sends order and shipping notifications by email and provides an online tracking tool.
Pending Cole Haan Charges
A charge showing after an unsuccessful checkout does not necessarily mean a completed order exists.
Cole Haan states that a credit- or debit-card charge associated with an order that did not complete may be a temporary pre-authorization hold.
For credit and debit cards, Cole Haan says these authorizations generally disappear according to the bank’s policy, commonly within approximately 2-10 business days.
A PayPal pre-transaction notification may remain pending longer.
If a charge:
- Posts permanently without an order
- Appears more than once
- Does not match the purchase
- Was not authorized
contact Cole Haan and the bank, card issuer, PayPal, Klarna, or other payment provider as appropriate.
Cole Haan Shoe and Bag Repairs
Cole Haan currently provides a Repair Services resource for customers who want to restore qualifying footwear or bags.
Cole Haan identifies Cobblers Direct by My Shoe Hospital as its preferred shoe and bag repair-service provider.
Repair services are separate from an ordinary merchandise return.
Before paying for a repair on a recently purchased item that appears defective, contact Cole Haan Customer Service first. Keep the receipt and photographs so the company can review the product and purchase history.
For an older shoe that is outside ordinary return eligibility, the repair-service option may be useful for issues involving soles, heels, leather, or other repairable components.
Cole Haan Gift Cards
Cole Haan offers physical and electronic gift cards for U.S. customers.
Current gift-card information states that physical and eGift cards can be used:
- Online at ColeHaan.com
- At Cole Haan full-price stores in the United States
- At Cole Haan outlet stores in the United States
Gift cards cannot be returned or canceled after purchase.
If merchandise paid for with a gift card is returned, the applicable refund is returned to the gift card according to Cole Haan’s current rules.
Cole Haan also states that lost or stolen gift cards are not replaced without proper proof of purchase.
For help, call 1-800-695-8945.
Treat a gift-card number like cash and never publish the full number in a public review or send it to an unverified support account.
Fake Cole Haan Websites and Counterfeit Products
Cole Haan maintains a Brand Protection program because fake websites and social-media advertisements can imitate the company’s official online store.
Cole Haan states that authentic merchandise is sold through:
- Cole Haan retail stores
- Cole Haan outlet stores
- ColeHaan.com
- Selected authorized department stores and specialty retailers
- Approved international distributors
Cole Haan specifically states that it does not operate an online outlet website.
Use the official Cole Haan Brand Protection page when a website appears suspicious.
Warning signs can include:
- Extremely large discounts
- Domains designed to look like an official Cole Haan outlet
- Social-media liquidation advertisements
- No verifiable contact information
- Requests for unusual payment methods
If you suspect a website is fake, do not enter payment information or account credentials. Contact Cole Haan using the verified contact information on ColeHaan.com.
Who Owns Cole Haan?
Cole Haan operates as an independently owned company after being sold by Nike in 2013.
Funds advised by Apax Partners acquired Cole Haan from Nike, and Apax currently continues to list Cole Haan as a current portfolio investment.
Nike therefore should not be treated as Cole Haan’s current parent company.
Cole Haan was founded in 1928 and today sells men’s and women’s footwear, handbags, accessories, outerwear, and related products through its stores, online channels, department stores, and international partners.
Cole Haan Corporate Headquarters
Cole Haan’s current careers information identifies its worldwide headquarters in Greenland, New Hampshire, while also noting corporate offices in New York and several international cities.
The current Greenland address is:
Cole Haan LLC
150 Ocean Road
Greenland, NH 03840
USA
The older 45 West 18th Street, 6th Floor, New York, NY 10011 address previously shown on this CustomerServiceNumbers.com page should not be presented as Cole Haan’s current worldwide headquarters.
For orders, returns, refunds, gift cards, product questions, repairs, or store complaints, begin with Customer Service at 1-800-695-8945 rather than sending merchandise or ordinary customer-service correspondence to corporate headquarters.
How to Escalate a Cole Haan Customer Service Complaint
If the first contact does not resolve the problem:
- Gather the order number, receipt, product information, photographs, tracking details, and previous correspondence.
- Call Cole Haan at 1-800-695-8945, use live chat, or send a message through the official Contact Us page.
- Explain whether the problem involves an order, return, refund, defective product, store, promotion, gift card, repair, or another concern.
- State the specific resolution you are requesting.
- Ask for a case or reference number when available.
- Request additional review if the first representative cannot resolve the problem.
- Keep return tracking, photographs, receipts, and written correspondence.
- Confirm that any promised refund, replacement, adjustment, or other resolution is completed.
If merchandise was purchased from a department store, independent retailer, or another third party, that seller may control the return or refund and should also be contacted.
Cole Haan Customer Service Reviews and Complaints
CustomerServiceNumbers.com currently displays 3.0 out of 5 stars based on 4 Cole Haan reviews.
All four currently published reviews are older submissions from 2014 through 2016.
The specific experiences described include:
- July 2016: A customer said an online return had been delivered but the expected refund remained unresolved nearly two months later.
- May 2016: A customer reported a defect in a pair of shoes, delays receiving a response, repeated calls to Customer Service, and dissatisfaction with the resolution offered.
- May 2015: A customer described the heels deteriorating on an older pair of Cole Haan Nike loafers.
- June 2014: A customer complained about soles wearing through on shoes less than three years old and said the support response involved a paid repair option.
These reviews support historical themes involving product durability, defect complaints, returns and refunds, and the handling of older footwear problems.
However, the reviews are approximately 10 to 12 years old and consist of only four submissions. They should not be treated as evidence of Cole Haan’s current overall product quality, customer-service response times, refund performance, or complaint handling.
Customers who have recently contacted Cole Haan can leave a review below describing the product or order involved, the support route used, the response received, and whether the problem was resolved.
Frequently Asked Questions
What is the Cole Haan customer service phone number?
Cole Haan Customer Service can currently be reached at 1-800-695-8945.
What are Cole Haan customer service hours?
Cole Haan currently lists phone and live-chat support from 9:00 AM to 6:30 PM Eastern Time, seven days a week.
Does Cole Haan have live chat?
Yes. Cole Haan provides live chat through its official Contact Us page during its published chat hours.
Can I email Cole Haan?
Cole Haan provides an online message form on its Contact Us page rather than prominently publishing a general customer-service email address for ordinary consumer questions.
How long do I have to return Cole Haan shoes?
Cole Haan currently accepts eligible unworn or unaltered merchandise within 30 days of the original purchase date.
Does Cole Haan charge for returns?
Returns authorized within 14 days of the original shipment date currently do not have a return-shipping fee. An eligible return authorized later than 14 days after shipment but within the 30-day policy may have a $7.95 shipping fee deducted.
Can I exchange Cole Haan shoes for another size?
Yes. Eligible merchandise can be exchanged for the same style and color in another size or width without a return-shipping charge.
Can I cancel a Cole Haan order?
Cole Haan states that an online order cannot be modified or canceled after it has been placed. An incorrect purchase may need to be returned after delivery.
Can Cole Haan shoes be repaired?
Yes. Cole Haan provides a Repair Services resource and currently identifies Cobblers Direct by My Shoe Hospital as its preferred shoe and bag repair-service provider.
Does Cole Haan offer price adjustments?
Yes. An eligible one-time price adjustment may be available when the price drops within 14 days of purchase, the same size and color remain available, and the item was not purchased as Final Sale.
Who owns Cole Haan?
Cole Haan is independently operated and is owned by funds advised by Apax Partners. Nike sold Cole Haan to Apax in 2013.
Where is Cole Haan headquartered?
Cole Haan currently identifies its worldwide headquarters in Greenland, New Hampshire. Its official address is 150 Ocean Road, Greenland, NH 03840.
Related Customer Service Pages
- Clarks Shoes Customer Service – footwear orders, returns, exchanges, faulty products, sizing, and customer support
- Johnston & Murphy Customer Service – footwear orders, returns, exchanges, sizing, and customer support
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has helped consumers locate customer-service information and share customer experiences since 2004. This website is independent and is not owned or operated by Cole Haan LLC, Apax Partners, Nike, Clarks, Johnston & Murphy, Cobblers Direct, a department store, payment provider, or other retailer.
This page distinguishes Cole Haan’s current customer-service hours and worldwide headquarters from older information and separates ordinary returns from exchanges, repairs, retailer purchases, gift-card issues, and counterfeit-product concerns.
Share Your Cole Haan Customer Service Experience
If you have contacted Cole Haan about an online order, return, exchange, refund, defective shoe, sizing problem, damaged package, price adjustment, gift card, store purchase, shoe repair, counterfeit concern, or another customer-service issue, describe what happened, which support route you used, how Cole Haan responded, and whether the issue was resolved.
Privacy warning: Do not post your order number, tracking number, payment-card information, gift-card number, home address, personal phone number, private email address, account password, return label, case number, or other sensitive information.
Customer Service Information Disclaimer
CustomerServiceNumbers.com is an independent consumer information and review website and is not affiliated with Cole Haan LLC, Apax Partners, Nike, Cobblers Direct, any Cole Haan store, outlet, retailer, delivery carrier, or payment provider.
CustomerServiceNumbers.com cannot cancel an order, process a return, issue a refund, exchange shoes, repair merchandise, provide a price adjustment, restore a gift card, authenticate merchandise, investigate a counterfeit seller, or act on behalf of Cole Haan.
Cole Haan telephone numbers, support hours, return rules, exchange procedures, shipping rates, repair options, gift-card terms, price-adjustment policies, store locations, ownership, and corporate information can change. Verify important information directly through ColeHaan.com before making a purchase, return, exchange, repair, or other customer-service decision.
