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Returns & Exchanges

Returns Policy

We aim to provide a hassle-free shopping experience to our customers. If by any rare chance that you have received a defective, incorrect style, size or color – we offer return* for exchange and completely FREE!

* Return/exchange are limited to the following circumstance:

  • Products not meet the criteria for 14 days return period
  • Products that have been improperly used, including without limitation, having touched extremely damp objects, chemicals, gasoline, paint, detergent, solvent, or cooking oil, or having been overheated
  • Products with loose threads or crackings due to external scratches by hard objects, or internal wear and tear
  • Damaged products due to use for longer than service life
  • Damaged products due to improper wash
  • Products with color fading due to display
  • Products with unclean appearance
  • Non-Cole Haan products
  • Products not sold on Cole Haan HK Official site - colehaan.hk
  • Special release and collaboration items do not accept returns or refunds
  • No returns and refund during sales or promotion period, size changing only.

Returns Procedure

Please contact our Customer Service regarding your return request within 14 days of receiving the item(s), along with your order number and we will provide you an RMA Number as well as the return shipping address.

Please ensure to have the original packaging (Make sure the shoes box is not damages or smudged) as well as any tags and/or labels intact before returning the item, the item for returning/exchange is in a condition that it can be sold again. Any gift or promotional items must be returned together with the return products. Otherwise, the retail value of the gift item would be deducted from the refund.

After receiving your returned product and confirm that it meets the return conditions, we will arrange refund to you the soonest.

Please return your product via S.F Express with RMA number filled in on the return slip. We will not charge any return shipping fee if you return your product via the staffed location of S.F Express. If you choose to use other couriers to ship back your returns, the shipping fees and risks will be borne by you.

Refund Policy

Please contact our Customer Service regarding your refund request within 14 days of receiving the item(s), along with your order number and we will provide you an RMA Number as well as the return shipping address.

Once your returned item has arrived at our warehouse, please allow 1-2 working days for us to process your refund. You will receive an email notification when your refund has been processed. Refunds will be issued to the account of the original payment method. Please note that it could take 7-14 working days for your refund to be reflected in your account (actual time is subject to the process period of the relevant bank).

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