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Returns & Exchanges

Return/Exchange Policy

For products purchased at the Website, you can apply for a return/exchange* within fourteen (14) calendar days from the date of receipt of the products (based on the date of receipt on the logistics document) for completely FREE! Please note that only one return/exchange request can be made per each order. Unless there is product quality problem or received an incorrect style, size or color, all products are only allowed to be exchanged or returned once per each transaction, and such exchange must be a product of the same style and in the same colour.

*Return/exchange are limited to the following circumstance:

  • Orders that exceed the return/exchange period
  • Return/exchange due to reasons such as style, color and subjective preferences
  • Washed, worn products, caused by human factors during use
  • 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 unclean appearance
  • Lack of original product label, tag, outer packaging, etc.
  • Where the electronic invoice or order number issued at the time of purchase is lost
  • Color differences due to different monitors (different displays, color differences are not avoidable), thickness of the products, running threads, hand-feel and other similar details, etc, are not recognised as quality issues
  • 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 return and refund during sales or promotion period, size changing only.

Please also note that you may process returns/exchanges online only for purchases made on the Website. You cannot return/exchange products purchased on our Website at our Cole Haan stores, and vice versa.

Return 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.

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

For the returned products, once we confirm that the return conditions and requirements are met, 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).

If the return does not meet the return conditions or requirements, we will contact you and return the product(s) to you at your cost.

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