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Customer Services
Our customer service is available from Monday to Friday from 9:00 am to 4:00 pm. You can also send an email to: customercare@colehaan.nl. We will do our utmost to respond within two working days. Please state your order number in the subject line of your email when your inquiry refers to a specific order. You can find the order number in the order confirmation that you receive automatically after having placed your order.
It's possible that the email went to your spam folder or to a ‘promotions’ folder. So please check these mailboxes first. If you are sure that you did not receive the order confirmation email, then please contact our customer service: customercare@colehaan.nl. Please state under whose name the order was placed and the order date.
We ship our orders within 24 hours (on working days) via DHL. DHL generally delivers the package within 48 hours (in the Netherlands) or 72 hours (within Belgium and Luxembourg). You will receive a track & trace code to follow the shipment process. Please note: it can take several hours before this link is activated.
Most times, as long as the order hasn't been shipped, you can still cancel the order. To do this, please send an email to customercare@colehaan.nl. If you have already paid, we will refund the amount no later than 5 days after the cancellation to the same bank account number that you used for the payment.
You have the right to withdraw from the contract within a period of 14 days without giving reasons. The withdrawal period shall expire 14 days after the day on which you or a third party other than the carrier and indicated by you acquires physical possession of the goods.
In order to exercise the right of withdrawal, you must mail us via (customercare@colehaan.nl). Please do not forget to state your order number.
In order to comply with the withdrawal period, it is sufficient to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
If you withdraw from the contract, you will receive back all payments you have made up to that time (exclusive of any additional costs related to minimum order size) immediately and in any event no later than 14 days after we have been informed of your decision to withdraw from the contract. You shall only be liable for any reduction in the value of the goods resulting from the use of the goods which goes beyond what is necessary to determine the nature and characteristics of the goods.
We will refund the purchase amount as soon as possible, at the latest within 14 days after termination, using the same means of payment with which you made the original transaction. No fees will be charged for such refunds.
We may withhold refunds until we have received the goods back, or you have demonstrated that you have returned the goods in their original condition, whichever comes first. (EN L 304/84 Official Journal of the European Union 22.11.2011)
You will receive an order confirmation immediately after you place your order. This also contains a link to the European model form.
Free Returns only from THE NETHERLANDS and BELGIUM:
If you have checked your data, click on "Send". You will then receive an email with a form which you can use to return the package free of charge at a DHL service point.
Please note that you will be sending the package to Fros International B.V. inzake Cole Haan.
* It is also possible to use any other carrier of your choice to return your package. In that case please make sure that the address is clearly stated: Fros International B.V. inzake Cole Haan, Einsteinweg 25, 3404 LH IJsselstein. You will then pay the shipping costs yourself.
In order to exercise the right of withdrawal, you must mail us via (customercare@colehaan.nl). Please do not forget to state your order number.
In order to comply with the withdrawal period, it is sufficient to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
If you withdraw from the contract, you will receive back all payments you have made up to that time (exclusive of any additional costs related to minimum order size) immediately and in any event no later than 14 days after we have been informed of your decision to withdraw from the contract. You shall only be liable for any reduction in the value of the goods resulting from the use of the goods which goes beyond what is necessary to determine the nature and characteristics of the goods.
We will refund the purchase amount as soon as possible, at the latest within 14 days after termination, using the same means of payment with which you made the original transaction. No fees will be charged for such refunds.
We may withhold refunds until we have received the goods back, or you have demonstrated that you have returned the goods in their original condition, whichever comes first. (EN L 304/84 Official Journal of the European Union 22.11.2011)
You must return or hand over the goods to us immediately, but in any case no later than 14 days after the day on which you have notified us of your decision to withdraw from the contract. You will be on time if you return the goods before the period of 14 days has expired.
You will receive an order confirmation immediately after you place your order. This also contains a link to the European model form.
Free Returns only from THE NETHERLANDS and BELGIUM:
- Fill out the return slip that is included in your package.
- You pack the items in the original box, including this form, the accompanying order confirmation and any accessories and/or maintenance products.
- Go to the DHL Returns page and fill in your details:
- At Weight in kg enter: 5,
- At Collection time please select "Drop Off at Service Point",
- At Reference enter your order number that belongs to the package.
If you have checked your data, click on "Send". You will then receive an email with a form which you can use to return the package free of charge at a DHL service point.
Please note that you will be sending the package to Fros International B.V. inzake Cole Haan.
* It is also possible to use any other carrier of your choice to return your package. In that case please make sure that the address is clearly stated: Fros International B.V. inzake Cole Haan, Einsteinweg 25, 3404 LH IJsselstein. You will then pay the shipping costs yourself.
No, it is unfortunately not possible to exchange for a different item or size. If you would like a different item or size, you can place a new order in our shop.
We maintain the highest security standards to protect your privacy-sensitive details. Therefore, we offer multiple payment options that you can choose from: via iDeal, credit card (American Express, VISA, or Mastercard), Sofort Banking, Bancontact , or PayPal. After having completed your order, you choose which payment option you want to use within the secure environment of your bank via our payment provider Mollie.com.
iDeal
When you choose ‘Pay with iDeal', you pay via your own bank. The payment process goes through your familiar, easy and secure online banking environment. You can use iDeal directly and without having to log in.
Sofort Banking
SOFORT Banking is a certified online banking payment method. You don't need to go through an extensive registration process or create a virtual account. All you need for online shopping are your regular online banking login details and codes.
Bancontact (Belgium)
Bancontact payments for online purchases are made from your own bank account via the certified Bancontact online banking environment.
VISA/MasterCard or American Express
When choosing ‘Purchase with credit card’, your payment will be processed the moment we ship your order. Paying by credit card is an easy and secure way to purchase articles via our website. We accept American Express, VISA or Mastercard. (Credit card payments are only possible when you have an account with us and for a maximum amount of €1,000.)
PayPal
Fast, secure online payments? This is what PayPal offers: no hassle with entering credit card numbers or other personal details; all you need are your email address and password.
iDeal
When you choose ‘Pay with iDeal', you pay via your own bank. The payment process goes through your familiar, easy and secure online banking environment. You can use iDeal directly and without having to log in.
Sofort Banking
SOFORT Banking is a certified online banking payment method. You don't need to go through an extensive registration process or create a virtual account. All you need for online shopping are your regular online banking login details and codes.
Bancontact (Belgium)
Bancontact payments for online purchases are made from your own bank account via the certified Bancontact online banking environment.
VISA/MasterCard or American Express
When choosing ‘Purchase with credit card’, your payment will be processed the moment we ship your order. Paying by credit card is an easy and secure way to purchase articles via our website. We accept American Express, VISA or Mastercard. (Credit card payments are only possible when you have an account with us and for a maximum amount of €1,000.)
PayPal
Fast, secure online payments? This is what PayPal offers: no hassle with entering credit card numbers or other personal details; all you need are your email address and password.
We will refund the purchase amount (minus the original shipment costs based on the minimum order amount) to the account number used when the order was placed as quickly as possible, which is no later than 14 days after the dissolution of the purchase. When the purchase was paid for by credit card, a reverse payment will be made. You can find the reverse payment on your monthly credit card statement.