FAQ

WHAT PAYMENT METHODS DO YOU ACCEPT?

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

WHAT IS KLARNA?

Klarna is a leading alternative Swedish payments provider, providing customers 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 UK Klarna offers the option to pay for your order over 3 instalments or within 30 days of your purchase. Klarna’s Pay in 3 instalments and Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply. 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://uk.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 VAT.

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.

I MISSED THE PROMOTION CODE BOX, CAN YOU APPLY THE DISCOUNT?

For eligible items, we will honor price adjustments for purchases made within 7 days of our first markdown. unfortunately we are unable to offer price adjustments for further markdowns or promotions on sale items.

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://uk.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://uk.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://uk.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://uk.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?

Online returns can be accepted in store for both exchange and refund.

For in-store online returns, you can take your ecommerce order to your closest Coach retail store.

Please make sure to bring with you your online order packing slip.

PLEASE NOTE: PayPal or Klarna online orders cannot be refunded in store but can only be exchanged up to the value of the original purchase with proof of purchase. For full refund, please return your online order purchased with PayPal or Klarna to our warehouse.

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://uk.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://uk.coach.com/contact-us

HOW DO I REFUND VAT?

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

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?