FAQ

You can write to us at customerservices@colehaan.sa for any query you have about Cole Haan KSA or your order, you can also give the feedback on our website regarding our services. Upon receiving your message we will try to respond as promptly as possible and our customer services representative will get in touch with you via email and/or by calling at phone number provided by you within 2 business days during Sunday thru Thursday between 10am to 3pm. However, please note note due to the high volume of messages sometimes it may take longer to reply. We thank you for your understanding and patience.

Any individual 18 years of age and legally allowed to shop in Saudi Arabia can shop at Cole Haan KSA. They need to possess a valid credit / debit card (VISA / MASTER CARD) issued by an authorized bank.

No, you don’t need to have a Cole Haan account for any purchase. However, having an account will serve you the following benefits:

  • Tracking of all your orders/payments details can be done solely and easily through your account.
  • You will be able to review your history of your purchases/payments/wish-list/in-cart items etc.
  • Receiving emails about our latest collection and updates for “New In” items/promotions/discounts etc.
  • Saving the shipping address and payments details in order for you to have a faster check out next time you shop with us.

Click the “forgot my password” option and you’ll receive a set of instructions in your email on how to reset your password. For any other technical difficulties, kindly contact us at customerservices@colehaan.sa

Just send us an e-mail at customerservices@colehaan.sa and we will unsubscribe for you.

Buying through our site is very easy, just follow these steps:

  1. Enter your username and password to log in (if you want to be registered on our website).
  2. Choose the items you want to purchase and add them to "My cart".
  3. To complete your purchase, click on "Finish my order".
  4. Complete the shipping and billing address.
  5. Select payment form.
Once the payment is done and authorized, you will receive a confirmation of your purchase. Once we receive your order, you will see an automatic confirmation of your order on the web, including order number and details of your purchase.

You can track all your order status by selecting “Order Status” in our “Customer Care” section on the bottom left of the page. Please be sure to type in your order details that are required for tracking, for any further details please send us an email at customerservices@colehaan.sa

Send us an email at customerservices@colehaan.sa mentioning the Order ref. no. and request a “Pick up Myself”. We shall get back to you with the branch address where you could go to pick up your package.

Besides our online store, you will find our products in our own stores, if you need more information on our stores in KSA please select “Store Locator” from the bottom right “About Us” section.

Yes, it is possible. You may write to us at customerservices@colehaan.sa or contact any of our stores about the items that you’re looking for along with the relevant details of the item.

Yes, you can cancel the order within 24 hours after processing the order by sending email at customerservices@colehaan.sa.

  • If the merchandise is out of stock when you are adding it to your shopping bag, you will be informed immediately, and the merchandise won't get added to the shopping bag.
  • If the merchandise is out of stock after it has been added to your shopping bag but before check out is completed, you will be informed at the time of check out. You then need to remove it from your bag before proceeding to check out.
  • If merchandise goes out of stock after you placed the order and received an order-confirmation, then we will put our best to fulfill the order by sourcing the selected merchandise.

    • In circumstances that we are not able to source it for you, or if it is taking longer than 15 days to ship, we will inform you about the delay and cancel the merchandise if you wish to, and shall reverse any charges made to your credit card against that merchandise. If you’ve received notification from Customer services that your entire order or an item in your order was cancelled, we apologize for the inconvenience. This can occur for certain reasons, including item availability. Please contact customer service with questions or to place a new order.

    You can change the shipping address within 24 hours after processing the order to customerservices@colehaan.sa

    We collect information from you when you register on the site, enter a contest or promotion, place an order, etc. We may collect and store the following personal information such as: name, home address, date of birth, gender, email address, etc. You will also be asked to opt-in to our e-mailing list.

    We also receive and store click-stream data and other information about visits to our websites that may be combined with personal information you have provided. The information is used to analyse and improve the website experience.

    We may use your personal information to tell you about our updates on service improvements and provide you the customer support you may require

    All your information that you provide is enable upon your consent of accepting our terms and condition. Please check our Privacy Policy for any further information.

    Payment can be made through all Credit Cards and Debit Cards free of charges (if your bank has enabled them for online transaction), and Cash on Delivery which will charge 25 SR.

    We do not collect or receive your credit card information, and your money is collected directly on the Bank payment gateway. If you think that your credit card has been compromised, then immediately report the same to your card issuing bank.

    No we currently do not support this facility.

    We currently deliver to all cities of KSA only.

    Expected time taken to dispatch the shipment is given against each product on the respective product details page. Typically, all deliveries with Saudi Arabia are completed within 6-9 days. Once we receive your order we make all attempts to deliver within the committed time, however, it might take longer than expected in some far to reach areas, small towns or rural areas, due to weaker logistics connectivity that is beyond our control.

    No. You cannot change the delivery address after the delivery notifications. The address can only be change within 24 hours after order processed by sending email to customerservices@colehaan.sa

    Our shipping company will come again to your place. You should plan and coordinate the purchase in a manner that someone will accept the merchandise in your absence.

    You can contact us at customerservices@colehaan.sa to inform us about such a situation, and we shall try to accommodate your instructions. But, we cannot hold your orders for shipment beyond 9 days from the date of the order.

    If you find that the Cover is damaged before accepting the delivery, please refuse the delivery and immediately inform us. Once you have accepted the delivery, and thereafter realized that the cover is damaged, then please feel free to get in touch with us by sending email at customerservices@colehaan.sa within 2 days of receiving the merchandise.

    If you receive an item that is damaged or not the product you ordered, or an item has a manufacturing defect, and you believe your item is defective, please arrange for return of the item to us by sending email to customerservices@colehaan.sawithin 2 days of receiving your order.

    To qualify for a full refund, the item must be returned within 14 days of receipt and in the same condition you received your order. Where applicable, the refund will include the original Order delivery charges, cash-handling fees, taxes and any duties. Replacements may be available depending on stock.

    For orders more than 800 SR the shipping charges will be free, less than 800 charges cost will be 50 SR.

    The shipping charges and service tax on shipping charges will be added to your order amount on the billing page, after you have indicated the recipient's shipping address.

    If you are not satisfied with your purchase of merchandise for any reason (for e.g. reasons other than the defective or unwanted merchandise), and you wish to return the merchandise as per the Returns Policy through courier pickup arranged by us, you will be charged 55 SR.

    Exchange can only be made within 7 days from the date of delivery.

    Item must be in a good condition and not used along with the original tag.

    It must also be in the same brand box you received. As soon as you create a size change request, subject to availability, we would reserve the item you want and requested to be exchanged.

    If the price of the item you're exchanging has gone up, don't worry, you won't have to pay extra to receive it.

    Cole Haan KSA allows a 15 business days Refund policy for items in original condition (unworn, undamaged and unused, with all tags attached and the original packaging, branded boxes and dust bags, if placed inside a protective outer box for shipping), credit cards will be refunded on the account, COD will be transferred to your bank account, 55 SR will be deducted as return shipment charges, any returns that do not meet our policy will not be accepted.

    You can contact customer support care at customerservices@colehaan.sa, and request a return. We will arrange for the merchandise to be collected from the delivery address through courier, and returned to us. We shall process the return subject to receipt of the merchandise at our location in unused condition in its original packaging along with original tags and invoice, failing which return / refund may not be possible.

    You will receive your money in the same manner in which you paid for purchase within 15 business days after we receive the product. However, for returns against COD (Cash On Delivery) you are required to provide us your bank account details at customerservices@colehaan.sa in order for us to refund you the money.