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.
Return?
Step 1 - Checking
Step 1 - Checking
If you are not satisfied with your purchase, you may return your product(s) within 14 days from the time of home delivery. Products must be returned unused, undamaged and with all original labels. So do not cut the labels loose while trying on!
Step 2 - Packing
Fill out the return slip included in your package. You pack the items in the original box along with the return slip, the corresponding order confirmation and any attached accessories and/or care products. We cannot process your return without the order confirmation.
Step 3 - Shipping
You will ship the package with the carrier of your choice. Make sure to clearly address it to: Fros International BV, collecting Cole Haan, Einsteinweg 25, 3404 LH IJsselstein, The Netherlands.
The shipping costs will be for your account.
Within 10 working days after receipt of the package you will receive the purchase amount back to the same account as the account with which the article was paid. You can find this under Mollie Payments.
Questions?
Contact us at customercare@colehaan.nl.
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.