Customer Care FAQs
Here are a few of the things we know you would like to hear about:
When will your stores be re-opening?
Keeping our customers and store teams safe is our top priority.
We will be re-opening our stores on a store by store basis from May 16th 2020.
Re-openings will be updated here.
What safety measures are you putting in stores when they re-open?
We will be taking precautions to protect our customers and store teams.
- Limited number of customers in stores at one time.
- Social distancing within stores.
- A mandatory touchpoint clean every hour across all stores.
- Hand sanitiser in store for both our customers and store teams.
- Reduced opening times to limit the traffic. We recommend checking here prior to planning your visit for up to date store times
- Only accepting credit and debit card payments until further notice —so you can keep it hands-free.
Will all of your store services be available once open?
Yes, all of our services will be available once our stores are opened.
Warranties and Repairs
Are my purchases covered by a warranty?
We are pleased to offer our customers a 12 month warranty on all Coach leather goods, RTW, footwear, eyewear and jewellery. Please visit Product Warranties and Care for further details.
Are Coach Purchases made outside of Australia and New Zealand covered under warranty?
We are pleased to offer our customers a 12 month warranty on all Coach leather goods, RTW, footwear, eyewear and jewellery purchased within Australia, New Zealand and all directly operated international stores. In the event you find your item is carrying a manufacturer fault, we welcome you to bring your item into a COACH store for assessment provided the purchase was made at a local or international directly operated store and is accompanied by an itemised receipt. Should you not have your original receipt, we will make all attempts to locate it for you providing you have a bank statement or know the exact date and location of purchase.
In the event your purchase has been assessed to be carrying a manufacturer fault, we may repair, replace or refund you. We are unable to repair damage, return or exchange an item caused by regular wear and tear or misuse.
Please visit Product Warranties and Care for further details
Please see below for the most commonly asked questions relating to orders. If your question is not answered below, please contact Customer Care.
Can I place my order over the phone?
Unfortunately, this is not available for online or in store purchases. All purchases are only accepted online and in store.
What forms of payment are accepted?
We currently accept orders using: Credit and Debit Cards, Visa, MasterCard, American Express, PayPal and AfterPay.
Can I add, change or delete an item in my order after it’s completed?
We begin processing your order as soon as it's placed so that we can get it to you as quickly as possible. Because of this, we cannot cancel orders after they've been placed. If you would like to change your order after it has been received, we offer free returns, within the terms of our Returns Policy.
How will I know my online order was received?
Once you place an order with us, we will provide you with an order confirmation email. In addition, we will send you an email once your purchase has been dispatched. If you do not receive your confirmation information within 24 hours, please feel free to contact Customer Care to confirm that we have received your order.
What happens if my items are not available?
We are committed to providing exceptional customer service and quality products. We endeavour to ensure that all products listed on our website are currently in stock and pricing is true and correct. In the unlikely event that an item ordered is not available or we are unable to fulfil your order, we will notify you within 24 hours to arrange a backorder or a full refund.
I received damage or defective items, what do I do?
In the case of items damaged during shipment, please immediately contact our customer care department at 1800 262 246 or via email email@example.com. We will work with you to replace your item as fast as we can. If we are able to locate a replacement, we will send it to you at no charge to you, and will ask you to return the damaged/defective item to us using our free return service.
What if I have a question about my online order?
If you have questions about your order, please feel free to contact customer care 1800 262 246 or via email firstname.lastname@example.org
Shipping & Delivery
Please see below for the most commonly asked questions relating to orders. If your question is not answered below, please contact Customer Care.
What are the shipping costs?
Coachaustralia.com is pleased to offer free shipping on all orders within Australia.
How long will my order take?
We offer a 3-5 business day service from dispatch confirmation for all orders, provided by Australia Post. For WA, far north QLD, NT and remote country areas please allow an extra 2-3 days for delivery. Please review our Shipping Policy for more information.
How do I track my order?
You can track your order status by entering the tracking number supplied in your shipping confirmation email as well as in your order history on Coachaustralia.com
Do you ship to P.O box addresses?
Yes, we ship to P.O box addresses.
Do you ship internationally?
No, we're sorry Coach Online only delivers online orders to Australian addresses.
Can I return my online order to a store? If so which one?
Yes, you are welcome to return or exchange the product purchased online in some stores. Please visit our Return Policy page for further details.
How long do I have to return any item I do not want / like?
We seek the complete satisfaction of our customers. In the event that you find your purchase unsuitable, we are pleased to offer you a full refund on your online order under the following conditions:
- Purchases must be returned within 30 days of placing your order.
- Merchandise must be in new and unused condition with all labels and product swing tags attached.
- For hygiene reasons earrings and hosiery cannot be refunded for change of mind.
- Monogrammed and customised items cannot be returned.
If the returned merchandise does not meet the criteria above, the refund will be declined and the products will be returned to you. If you wish to return your online order, simply follow the instructions below:
- Contact our team within 30 days of placing your order by calling 1800 262 246 or via email email@example.com or submit a contact form.
- You will receive an email from our team within two business days confirming the refund with the return postage label attached
- Print your return postage label and take this with the good(s) being returned in its original packaging to Australia Post
I purchased faulty product/s from a third party. Can you please refund me?
Unfortunately we are only able to provide exchanges or refunds for items that are purchased through Coachaustralia.com or in one of our Coach Stores. If you purchase product through a third party, you will need to contact their customer service team.
Can I return a sale item for a refund or exchange?
Can I return purchases made outside of Australia or New Zealand?
Unfortunately, we only accept change of mind returns for purchases made within Australia or New Zealand.
Afterpay is now available online. You can now receive your purchases now and pay for them over 4 equal fortnightly payments.
What is Afterpay?
Afterpay is a new payment option available for online orders only. Afterpay allows customers residing in Australia to have their online orders shipped to them as per normal and pay this order off over four equal instalments, interest free. Think of Afterpay like a modern-day layby, instead of having to wait for items customers get to have the product straight away for a quarter of the price! (Or zero upfront if an existing customer)
Who can use Afterpay?
Afterpay is available as a payment option if you:
- live in Australia
- are at least 18 years old
- use an Australian credit or debit card to make the purchase.
What will Afterpay cost me?
You will not pay anything extra when you choose to use Afterpay as your payment option, as there is no interest added. You will pay your instalments directly to Afterpay in accordance with the payment schedule Afterpay will send to you via email. If a payment is due but not received by Afterpay in accordance with their payment schedule, a $10 late payment fee will be charged, with a further $7 late payment fee added seven days later if the payment remains unpaid. In addition, because an Afterpay account is linked to your credit or debit card, standard card fees and charges may be applicable. You should refer to your card issuer’s terms and conditions for full details of these.
Is there a maximum spend for Afterpay?
Yes, your maximum order value is AUD $1,200.
How are the Aftepay instalments on each product page calculated?
The Afterpay instalments quoted on a product web page represent ¼ (25%) of that product’s current price excluding any delivery charges that may be applicable. Delivery costs will however be included in the quoted instalment rate payable when you have selected your preferred delivery method at checkout, and have selected Afterpay as your preferred payment option. This rate will also be consistent with that quoted in the order confirmation email you’ll receive direct from Afterpay detailing your fortnightly payment schedule.
How to use Afterpay?
Do I need to register with Afterpay prior to making my first Afterpay purchase with Coach?
No – you simply need to choose Afterpay as your payment method at checkout.
Will I need to fill out a credit application form to use Afterpay?
No because Afterpay is not a credit service provider. Your Afterpay account will be linked to your nominated credit or debit card that has already have been approved via your chosen credit/banking provider.
How do I select to pay using Afterpay?
To pay using Afterpay, follow these simple steps:
- Browse online, find items you would like to purchase and click the 'Add to cart’ button.
- Once you’ve finished choosing your items, click the ‘Proceed to checkout’ button.
- Fill out your delivery details.
- Select your preferred delivery option from the options available for your parcel delivery.
- Apply any discount codes.
- Select Afterpay as your payment option and follow all relevant prompts to complete your order.
For customers using Afterpay for the first time, you will need to provide payment details as usual to complete your purchase. However, once your first Afterpay order is approved by Afterpay and you activate your account by choosing a password, your Afterpay account will be created and you will be able to make more purchases using Afterpay by simply entering your Afterpay log in details and CVC upon checkout.
How long does it take for payment via Afterpay to be approved?
Assuming you meet all of the necessary criteria (noted below) and you don’t already have too many outstanding Afterpay orders, the approval process is instant.
Will I always be approved by Afterpay?
No, approval is at Afterpay’s discretion. You may be declined if you have too many outstanding orders with Afterpay. You will need to make some payments towards some of your previous Afterpay purchases (by logging into your Afterpay account and selecting “Pay Now”) before trying to make another purchase using Afterpay. If you do not believe this to be the reason for being declined, or you make payments to Afterpay and are still declined, you will need to contact Afterpay directly by sending an email to firstname.lastname@example.org or by calling 1300 100 279.
Why could I be declined by Afterpay?
Afterpay manages your application to use their service and Coach has nothing to do with the acceptance/decline process. You may be declined if you have too many outstanding orders with Afterpay. You will need to make some payments towards some of your previous Afterpay purchases (by logging into your Afterpay account and selecting “Pay Now”) before trying to make another purchase using Afterpay. If you do not believe this to be the reason for being declined, or you make payments to Afterpay and are still declined, you will need to contact Afterpay directly by sending an email to email@example.com or by calling 1300 100 279.
When will my order paid for using Afterpay be sent to me?
Your order paid for using Afterpay will be released for processing and dispatch as per any other order paid for in full at the time of order (eg. by credit card) and you can expect to receive your parcel according to current delivery option timeframes. Afterpay is a payment method only, so there will be no change to other processes (including delivery timings etc).
Can I split an order to pay some by Afterpay and the rest by some other means? (eg. credit card)
No, you cannot split payments options for one order. You would need to place two separate orders – one to be paid for via Afterpay, and the other to be paid for by whatever other payment option you wish to use (e.g credit card or Paypal).
Who should I contact if I have any questions about my Afterpay account?
You can first review Afterpay’s own “frequently asked questions” on their website at www.afterpay.com.au/faqs for support. If you require further assistance about your Afterpay account you can contact Afterpay directly by sending an email to firstname.lastname@example.org or by calling 1300 100 729.
When will my four Afterpay instalments need to be paid?
If you are a first time Afterpay customer, or have yet to complete a full payment cycle with Afterpay, your first payment will be taken at the time of your order transaction with the remaining three payments deducted by Afterpay from your nominated credit or debit card each fortnight over the following 6 weeks. The funds for the first payment must therefore be available on your nominated card at the time of checkout. Once you have completed your first full payment cycle with Afterpay, the initial payment for any future purchases you pay for using Afterpay will be debited 14 days after the transaction, where the total transaction value is less than $500. If the purchase value is equal to or exceeds $500, the first instalment must be paid at the time of the transaction occurring.
The payment relationship is between you and Afterpay, and at any time you can log into your Afterpay account to see your payment schedule and make a payment before the due date if you wish. Otherwise Afterpay will automatically deduct the instalments from your debit or credit card every fortnight.
Afterpay transactions will appear on your debit or credit card statement as AFTERPAY PTY LTD MELBOURNE AUS.
Can I return items paid for using Afterpay?
Yes. If a product is not right, you can return any item you are unhappy with back to Coach in accordance with our standard Online Returns policy. For all Afterpay orders, you can only return your orders through our online store, see here for more information.
Refunds will be processed and communicated to the customer via Afterpay shortly after Coach processes the returned item/s. The returned item/s will create an adjusted Afterpay payment schedule or a complete refund of payments to date (depending if all of the original order’s items are returned).
Where can I find our more about Afterpay?
Paypal is a safe way to pay faster online without entering credit or debit card details each time.
- Safer - Paypal keeps your financial information securely encrypted so you can pay online with confidence.
- Flexible - Link all your cards and bank accounts and choose which one to use at checkout.
- Convenient - Pay with Paypal on millions of sites on your computer or mobile, an in apps.
- Protected - You can be refunded with Buyer Protection.
For more information, visit the Paypal Website
Choose Zip at checkout and own the way you pay. Repayments from as little as $10 a week. No upfront payments. Interest free always.
How it works:
- Apply for a Zip account in seconds at zip.co/apply
- Add item(s) to your basket and select Zip as your payment method at checkout.
- Complete your checkout and pay nothing today. Choose how you pay - weekly, fortnightly or monthly.
Available to Australia customers and shipping addresses only. Learn More
How do I use my E-Gift Card?
Using your Coach e-Gift Card couldn’t be easier, you simply enter your e-Gift Card number in the payment section provided at the checkout when you are ready to make your purchase.
- Upon receiving a Coach e-Gift Card via email you will be presented with an e-Gift Card number that can be redeemed online.
- If the items purchased total less than the e-Gift Card amount, the remaining funds will remain on the e-Gift Card to use on your next purchase, if the items purchased exceed the e-Gift Card amount the remaining value must be paid by card in order to complete the order.
- Gift Cards take up to 4 hours to be delivered to your preferred email address.
- Items bought using e-Gift Cards can be returned or exchanged but not refunded, only additional monies paid over and above the e-Gift Card will be refunded and a new e-Gift Card will be issued or funds allocated to your existing e-Gift Card applied.
- E-Gift Cards can be used online only at Coachaustralia.com
For more information please see E-Gift Card Terms
Please feel free to contact us at 1800 262 246 (Monday to Friday, 9am - 5pm) or email email@example.com if you have any questions or concerns.