Customer Care

FAQ

What Is Coach Outlet Online?

Coachoutlet.com is the only place online where you can purchase authentic Coach Outlet Product. Periodically, we offer special savings on limited products. Sales last as long as the offer as communicated by that particular event. All prices are in U.S. Dollars (USD $).

Are Products Sold Online The Same As Products Sold In Outlet Stores?

Yes, products available online are or will be for sale in most Coach Outlet stores. Online exclusive products are available only at CoachOutlet.com

Where Can I See My Rewards?

Sign into your account at COACH.COM or COACHOUTLET.COM to see your rewards on your Insider dashboard. You can also see special offers tailored to you, exclusive product drops and learn more about your Coach Insider benefits.

Who Can Join Coach Insider And How?

All U.S. and Canada residents, 18 and older, are welcome to join. To become an Insider, all you have to do is create an account online at COACH.COM or COACHOUTLET.COM or sign up with an associate in one of our stores.

Can I Redeem My Rewards At Any Coach Store?

You sure can! The Coach Insider program is now available to both Coach and Coach Outlet customers.

Can I Redeem My Rewards At Coach And Coach Outlet Stores Located In Canada?

Yes, you can.

I Signed Up To Become A Coach Insider At A Store. How Do I Finish Setting Up My Account Online?

You’ll receive an email with a link to finish setting up your account. The link expires in 12 hours. If your link has expired, sign into your account at COACH.COM or COACHOUTLET.COM and click on “Forgot Password” to reset your password.

How Do I Redeem My Birthday Reward?

All Coach Insiders are eligible to redeem one birthday reward per year during their birthday month. You’ll receive an email with redemption instructions, so it’s important that you opt in to receive marketing emails from Coach. Want to make sure you’re on the birthday list? Add your birthday to your account and update your email preferences.

What Is The Special Moment Reward?

As a Coach Insider, you can provide the date of a special moment or special occasion in your life, in addition to your birthday. Coach will help make it more memorable with a special treat. Special moment rewards can only be redeemed once per year. Check out your Coach Insider dashboard during the month of your special moment for more details. Additional terms and conditions may apply.

What Is The Customization Reward?

All Coach Insiders can receive free customizations on two customization-eligible products per calendar year, of up to $125 worth of embellishments or digital printing for each product. This reward may be redeemed at Coach stores with Coach Create stations and will soon be available to redeem on COACH.COM. It is currently not available at Coach Outlet stores or on CoachOutlet.com. Additional terms and conditions may apply.

Can I Lose My Rewards? Do They Expire?

We encourage you to redeem your rewards often so you can make the most of your Coach Insider membership. Certain rewards and offers expire, so be sure to check expiration dates on your Insider dashboard.

What Happens To My Reward If My Order Is Canceled?

If your order is canceled, please contact Customer Service at CoachInsider@Coach.com

Can I Use My Rewards On Past Purchases Or If I Forget To Use It During Checkout, Can I Redeem It Post Purchase?

We’re sorry but once a transaction is complete, you can no longer redeem your reward for that purchase.

What Are Insider Events And How Do I Get Early Access?

Throughout the year, you’ll get early access to sales and special product drops. You’ll also receive invitations to Coach Insider exclusive events. Be sure to list your local Coach or Coach Outlet store under “My Preferences” so you don’t miss a thing.

How Can I Shop Insider Exclusive Product Drops?

In order to shop product drops, you need to be signed in to Coach or CoachOutlet.com. You can find exciting product drops on your Insider dashboard or on these product drop pages:
Coach.com/Product-Drops
CoachOutlet.com/Product-Drops

What Are Insider Ideas?

Throughout the year, Coach Insiders will be invited to share input on a topic related to Coach, Coach Outlet or the Coach Insider program. This could be voting on the next gift with purchase, early access collection, future Insider rewards and so much more. Your feedback will help to shape and influence the future of the Insider program.

How Do I Opt Out Of Marketing Emails?

You can unsubscribe from our marketing emails or SMS communications. To unsubscribe from email marketing, please click the “unsubscribe” link at the bottom of any email that you receive or email us at privacy@tapestry.com. To unsubscribe from SMS communications, follow the instructions in the message. Please note that if you have already requested products or services when you decide to withdraw consent, there may be a short period of time for us to update your preferences and ensure that we honor your request.

How Can I Cancel My Coach Insider Membership?

Call Customer Care to cancel membership at 1-888-262-6224 (Retail) / 1-800-307-0040 (Outlet).

How Is My Personal Information used As A Coach Insider?

As a member of the Coach Insider loyalty program, your personal information will be used to administer your account and to provide you with rewards and recommendations. For further details, please see our Privacy Policy. If you have any questions, contact the Privacy Team at privacy@tapestry.com.

What Else Do I Need To Know?

The Coach Outlet Terms of Use and the Coach Terms of Use apply to your participation in the Coach Insider program.

What If I Have Additional Questions?

Ask away. We love hearing from you. Contact us at CoachInsider@Coach.com.

How Do I Update My Email Preferences?

You can unsubscribe by clicking here, by calling Customer Care at 1-800-307-0040, by emailing us at privacy@coach.com or by clicking on the unsubscribe link at the bottom of any Coach email that you receive.


Please verify your billing information to ensure that it matches your credit card billing address (i.e., street/city/state/zip address must match EXACTLY). Please be aware that with each submission, you may place another hold on your funds for the total amount of the order. In many cases, submission with a valid credit card number with an incorrect billing address will still result in a hold on your account. If this occurs, please note that those authorizations will drop off your account within 2 - 4 business days depending on your issuing bank. Please contact your bank for further questions.

What Forms of Payment Are Accepted?

Coachoutlet.com is currently accepting orders using Visa, Mastercard, American Express, Discover, Diners Club, JCB, PayPal, and the Coach gift card.

How Will I Know Coach Received My Online Order?

Once you place an order with coachoutlet.com, we will provide you with a confirmation number and you will receive an Order Confirmation Email to confirm that your order is being processed. If you do not receive your confirmation information within 24 hours, feel free to call Coach Customer Care at 1-800-307-0040 to confirm that Coach has received your order.

What if I Have a Question About My Online Order?

If you have questions about your order, please email us at coachoutlet@coach.com, or call Coach Customer Care at 1-800-307-0040.

Can I Cancel or Change My Online Order?

We’re sorry, but orders are prepared for shipment immediately and cannot be changed or canceled.

How Many Items Can I Purchase?

Quantities are limited and available while supplies last. There is a 10-unit restriction per customer per purchase, with a maximum of 5 units per style. Coach Outlet may also place a limit on volume purchases over an extended period of time. This is necessary to ensure that all of our customers have a fair and even chance of purchasing authentic Coach Outlet product. This quota is at Coach's discretion and is subject to change.

Do You Honor Price Adjustments?

Price adjustments on previous purchases are not permitted.

Can I Order by Phone?

Yes! Online orders can be assisted by calling toll-free at 1-800-307-0040.

Can My Order Be Gift Wrapped?

Gift packaging is not available at this time.

How Is Sales Tax Calculated?

The sales tax quoted at time of checkout is an estimate. The final total sales tax will be reflected on your invoice and will include state and local taxes based on your local tax rates.

Can I Order or Ship Coach Products Outside of the United States?

Coachoutlet.com is not currently accepting orders with billing or shipping addresses outside of the United States, Canada and Puerto Rico.

Is It Safe to Use My Credit Card?

Yes. We accept credit card payments through a secure online server using advanced encryption services.

Do I Get Membership Benefits Immediately After Registering?

Yes, member benefits start immediately.

What is Klarna?

Klarna is an alternate payment method that allows you to split your purchase into 4 interest-free payments. To use Klarna to pay for your purchase, choose Klarna in the checkout. Your purchase will be split into 4 interest-free payments. The first payment will be taken from your credit or debit card when your order is shipped. The remaining three payments will be automatically charged to your card 14, 28, and 42 days later.

How Do I Pay With Klarna?

If your basket is eligible for 4 interest-free payments with Klarna, you will be able to select Klarna as a payment method during checkout. After your order is shipped, you will be charged for the first quarter of the total amount. Klarna will send a notification once the payment has been processed. You will be informed ahead of time before the next payments.

What are the conditions to sign up?

To sign up, you will need :

1. A US-issued debit or credit card. Klarna currently accepts most debit and credit cards (i.e., Mastercard, Visa, Discover). Please note, prepaid cards are not accepted.

2. To be 18 years of age or over

3. An SMS-capable phone number

4. A US residential address

How Do I Return Items Paid For With Klarna?

We are unable to offer refunds in-store for orders paid through Klarna. For refunds on these orders, items must be returned to our Jacksonville facility within 30 days of purchase (see below for shipping address). We’re also happy to assist you with an exchange or offer merchandise credit for new, unused items returned to a Coach store within 30 days of purchase.

CSI Returns
One Coach Way
Jacksonville, FL 32218

If you have paid for your order with a card, the refund will be made to the same card. Returned or cancelled orders should first be registered with Coach. The refund will be processed within the next 14 days of Coach logging the returned or cancelled order.


Once Coach has received the return (partial or full) and you have received our confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

Can I pay before the due date?

Yes. If you want to pay the outstanding balance of your purchase early, simply log in at the top of the page, go to the order page, and select “Pay off early”.

Will I still be charged if my order is cancelled?

Cancellations are subject to our cancellation policy. To cancel your order, please contact us. Once we have confirmed the cancellation, Klarna will update your payments accordingly and you can check the status of your payments anytime in your Klarna app. Refund processing times vary and can take up to 14 days depending on your financial institution. To check the status of your refund, please confirm first we have updated your payments accordingly and check if you might have already been refunded to your original payment method. If 14 days have passed since the issue of credit and you are still missing your refund, please contact Klarna for further support.

My email address is not correct. How can I change it?

You can live chat with Klarna’s customer service agents 24/7 to request that your contact details be updated. Please quote your statement number if you have received a statement by post.

Will This Affect My Credit Score?

When you choose to pay over four (4) interest-free payments, Klarna may perform a soft credit check. This type of credit check will not impact your credit score..

How Can I Reach Klarna?

You can reach Klarna customer service anytime by calling 844-KLARNA1 (844-552-7621), or download the Klarna App to manage your payments directly.

Our Commitment Against Counterfeiting

Coach and its parent company Tapestry, Inc. care about the quality, workmanship and authenticity of every product we sell. Counterfeiting is illegal. Counterfeit products do not undergo inspection processes and often do not adhere to safety, health and wage regulations, including child labor and human rights laws. Counterfeiting has been linked to organized crime, child labor, and terrorism. Counterfeits can also harm the economy, including through lost revenues, jobs and taxes. It is estimated that counterfeiting costs the United States economy 250 to 500 billion dollars a year.

Our Brand Protection and Anti-Counterfeiting Efforts

To help protect our Coach brand and consumers from counterfeits, we work with law enforcement and customs officials in the United States and around the world to stop the shipment and sale of counterfeit goods. We also monitor online and offline channels for counterfeit merchandise.

Authorized Channels

Authentic Coach products are sold by Coach retail and outlet stores and online at www.coach.com, www.coachoutlet.com, world.coach.com or at authorized department stores and specialty stores. To find a store near you, visit www.coach.com/stores.

We do not respond to requests to authenticate product or identify authorized distributors. Please note that if a deal or price sounds too good to be true, it probably is. We do not sell our products at flea markets, through street vendors, or in kiosks in malls.

Be wary of counterfeit websites which claim to be “official.” Websites offering counterfeit product often use misspellings of the actual word “Coach” in the URL. They may also imitate the layout and overall appearance of coach.com. These websites may also appear on search engine results. A few examples are: coachoutletfactory.org, coachbags.biz, coachonline.us.com

Auction websites may have counterfeit goods available for purchase despite language on the product’s listing claiming that it is “authentic.”

Reporting Counterfeits

You can report infringing and counterfeit listings through our counterfeit reporting form, which you can access here. You can also make a report by calling our counterfeit hotline: 1-833-768-1778. We work to combat the unauthorized production and sale of counterfeit Coach merchandise, and appreciate any information you could share to assist us in our efforts. Please provide as much information as possible, including, for example, the location of the merchandise and the type and number of products being offered for sale. Providing as much information is helpful to our anti-counterfeiting efforts.

Counterfeits can be reported using the form and the hotline anonymously. We only use your email address to file and investigate your report. You have certain rights under applicable privacy laws. Please see the applicable privacy policy at the footer of each of our brand websites in the country in which you live for more information on our data handling practices.