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FAQs

Ordering

How will I know if my order has been successfully placed?

You will receive an Order Confirmation email from Cole Haan Philippines. This will be sent to the email address you provided when you placed your order. The email will contain your order number and a summary of your order. Please print and retain for your records. If for any reason you did not receive a confirmation email, please contact customer service.

How do I cancel or modify my online order?

Due to the processing times of our orders, we are unable to cancel or change orders once they have been placed.

Why was my order cancelled?

If you’ve received notification from Cole Haan Philippines 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.

Payments

How can I pay for my online purchases?

We offer a wide range of payment options including credit card payments secured in partnership with E-GHL.com. Available payment options will be visible at checkout.

Can I pay using a gift card?

We currently do not accept payment by gift cards, however we hope to offer this in the future. Please note that any gift cards issued in Philippines / in any other country, will not apply to orders being shipped internationally.

Do I have to pay sales tax when ordering online?

All applicable sales tax will be applied to your order at checkout. Please note that order totals reflect estimated tax. The actual charge to your payment method will reflect all applicable local taxes calculated at the time your order ships.

My order was not processed and there is a charge on my account. When will the charge be removed?

If you used a credit card or debit card the charge you see is actually a pre-authorization hold. This is a temporary electronic authorization. The card will not be charged unless the order ships. If you did not complete the order, the authorization will drop off your account according to your credit card or bank policy. This generally happens within 2 - 15 business days. For more information, contact your credit card company or bank to find out when the authorization will be released.

Do you allow customers to choose their payment currency when purchasing online?

No, your payment currency will be based on your order and shipping location.

Returns

How can I return an item I purchased online?

Please refer to our Return Policy and easy-to-follow steps for processing returns.

Products

Do you allow price adjustments on recently marked-down items?

Unfortunately, we do not. Prices may change without prior notice. Price adjustments cannot be allowed on orders purchased in a Cole Haan store outside of the Philippines.

Where does Cole Haan manufacture its products?

Cole Haan products are manufactured in the world's finest factories using the highest level of artisan craftsmanship and superior materials. Many products are handcrafted using time-honored techniques. Presently, products and materials are crafted in the United States, Italy, Brazil, Vietnam, China and India.

What if the product I want is no longer available online?

From time to time our popular styles sell out online, please contact our customer service team and they will be happy to suggest an alternative style for you to consider. You may also visit our stores in the following malls below: Please check us out at the following locations:

  1. Powerplant Mall - Rockwell (Ground Floor)
  2. Glorietta 4 (Ground Floor)
  3. Shangri-La Plaza (Level 3)
  4. S Maison at Conrad Manila (Ground Floor)
  5. Ayala Malls The 30th (Ground Floor)
  6. Ayala Malls Vertis North (Ground Floor)
  7. One Bonifacio High Street (Upper Ground Floor)
  8. Festival Alabang (Upper Ground Floor)
  9. GRANDSHØP at SM Aura Premier (Upper Ground Floor)
  10. Ayala Malls Manila Bay (Ground Floor)

International Shipping

Does Cole Haan Philippines ship internationally?

Unfortunately, we do not. You may check out listings of Cole Haan stores in your preferred country of destination.

Why am I being contacted by the shipping provider to provide additional information to receive my order?

Third party couriers of shipping partners may need to ask or collect information beyond what is collected at the time of check out. This will be required in order to get your product through customs.

In-Store Pick-Up

What is In-Store Pick-Up?

In-Store Pick-Up provides you with a more convenient way for you to pick up your Cole Haan online orders, giving you full peace of mind as to when you will receive your order without having to worry about not being home and missing the delivery.

In-Store Pick-Up is available at the following branches:
Cole Haan SM North Edsa - Ground Floor
Cole Haan S' Maison Conrad - 1st Level

How does it work?

  1.   Go to https://colehaan.com.ph/ and start shopping.

    1.   Choose the in-store pickup option at the Cart page.

      1. Select your desired available day and time of in-store pickup then proceed to Check Out.

        1.   Kindly provide your email address in the Contact information

          1.   You will be notified via email with the confirmation of your selected day and time of in-store pickup.
          1.   Proceed to Cole Haan SM North Edsa to pick up your order on your confirmed selected day and time.

          How much does it cost? 

          In-Store Pick-Up is FREE. There is no additional cost to you. 

          What happens if I do not pick-up my order? 

          You will be notified via email once your order is ready to be picked up and from that date, you will have 2 business days to retrieve your package. At this time, we are unable to extend the pick-up time for your In-Store Pick-Up. If you do not pick up your order within 2 business days, your order will be returned to our warehouse for a refund.

          Will I receive a reminder when my order is ready for pickup?

          Yes, you will receive an email notification with your chosen pickup date/time.

          What should I bring to pick-up my order?  

          Please bring your ready for pick-up email and a government photo I.D. to pick-up your order. When you arrive at the store, please speak to a store associate to assist you with picking up your order.

          How long do I have to pick-up my order from the store? 

          You have 2 business days to pickup your order.  At this time, we are unable to extend the pick-up time for your In-Store Pick-Up. If you do not pick up your order within 2 business days, your order will be returned to our warehouse for a refund.

          Can I cancel my In-Store Pick-Up order?   

          Once your order is placed, it will be ready for your pickup on the date/time you selected at the time you placed the pickup order. After you select "Place Order", we are systematically unable to cancel or modify your order. We apologize for any inconvenience this may cause.

          I did not pick-up my order, but I have not received a refund yet. 

          If you do not pick-up your order within 2 business days from your scheduled pick up date, your order will be returned to our warehouse for a refund.

          •         30 days for orders paid online

          A restocking fee of 10% from the total transaction value will also be charged for shipping back the unclaimed order.

          The item I received in my In-Store Pick-Up order was wrong. 

          Please contact us through +63 (906) 270 0462 and we will handle this issue accordingly.

          Can someone else pick-up my order from the store?

          Yes, you and your authorized representative would just need to present the Ready for Pick Up Email that contains the order details and a government picture I.D when collecting your order from the store.

          Can I extend my pick-up time?

          At this time, we are unable to extend the pick-up time for your In-Store Pick-Up.

          Can I pay at the store when I pickup my order?

          Yes, in-store payment is available.

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