Product

Please see below for the most commonly asked questions relating to our products. If your question is not answered below, please contact Customer Care.

Coach Product care
We make our products with various types of fabrics and leathers. Leather can be cleaned and restored with our Coach Cleaner and Moisturizer Set. The signature jacquard fabric can be cleaned with our Coach Signature Fabric Cleaner. We do not suggest the cleaners or moisturiser be used on ink, grease or oil stains. 

Signature C Fabric Cleaner:
Directions: Apply a small amount of cleaner to a clean soft white cloth and rub in gentle circular motions. Wipe away excess with a clean white dampened cloth. Blot dry with a clean white cloth and allow to air dry completely before reuse. For best results, use product sparingly and blot dry completely after cleaning to minimise wetting the surface and to reduce the likelihood of leaving rings. Please use the Signature C Fabric Cleaner as directed by the care card.

Leather Cleaner:
Directions: To remove dirt, apply a small amount with a clean, soft cloth using circular strokes. Wipe off residue and let dry for 30 minutes. We recommend using Coach Leather Moisturizer after cleaning to enhance the lustre. Please use the Coach Leather Cleaner as directed by the care card.

Leather Moisturizer:
Directions: To remove dirt and condition after cleaning, apply evenly with a clean, soft cloth using circular strokes. Wipe off residue and buff gently to produce a natural lustre. Please use the Coach Leather Moisturizer as directed by the care card.
Coach Jewellery care
To preserve the finish on your sterling silver or fashion jewellery, always store it in a Coach jewellery pouch. Always remove your jewellery before swimming, showering or bathing or cleaning with household chemicals, especially ones containing bleach or ammonia. Be sure to apply hairspray, creams, makeup and fragrance prior to putting on your jewellery.

How to care for Sterling Silver
Clean sterling silver items with a silver polishing cloth for the best shine, or use a soft, pure-cotton cloth. To minimize oxidation, store sterling silver in a Coach anti-tarnish felt pouch and avoid exposure to the most common tarnish-causing elements: humidity, salt, wool, rubber bands, oils on your hands and sulfur in the air (often found in urban pollution). Wipe items clean after wearing before returning them to their pouch.

Sterling silver items worn continually will develop a patina—a warm glow with darker areas—as a result of contact with the air and oils in the skin. If you prefer a bright and shiny finish, use polish or a Coach polishing cloth to restore the original shine.

How to care for Fashion Jewellery
Coach fashion jewellery is plated with gold, palladium and other precious-metal finishes. To keep plated jewellery shiny, wipe it clean frequently with a soft cloth and store it in a Coach felt pouch. Fasten bracelet and necklace clasps before storing to prevent tangling.

To protect the plated finishes, clean them only with a soft cloth. Do not polish them with any type of jewellery cleaner or use treated cloths, cleaning solutions or solvents. Never let plated jewellery come in contact with abrasive creams, toothpaste, brushes, paper towels or tissue paper, as these can scratch the finish.

Do not expose leather jewellery to water or any form of moisture, and always make sure your plated jewellery is dry prior to storing—moisture leads to tarnish.
Counterfeit Education
What is Counterfeiting?
  • Counterfeiting is the passing off of imitation products as authentic brand-name goods.
  • Counterfeit Coach products are typically of poor quality and lack the details that make each Coach bag high-quality.
  • Counterfeiting has been linked to organized crime, child labor, and terrorism. It is estimated that counterfeiting costs the United States economy 250 to 500 billion dollars a year.
What Coach Does
  • Coach vigorously pursues counterfeiters and the shops, websites, vendors, and flea markets that sell counterfeit Coach merchandise.
  • We work with local, state, and federal law enforcement as well as U.S and foreign customs officials to try to stop the sale of counterfeit goods at every point in the supply chain.
  • Coach DOES NOT authenticate merchandise or determine whether serial numbers match actual Coach items. If you purchase an item from an authorised Coach retailer, you are guaranteed the item is authentic.
  • In an effort to protect our valuable brand, and ultimately the consumer who is our loyal customer, Coach reserves the right to refuse the sale of Coach products to individuals engaging in reselling or transhipping activities.
Where to buy Coach products
  • Coach does not offer its products for sale through individuals, street vendors, internet auctions, independent boutiques, flea markets, or house parties.
  • In Australia, the ONLYauthorised store that Coach offers its merchandise for sale are:
    • Coach Stores
    • Coach Outlet Stores
    • Coach.com
    • Coach David Jones Stores
  • Remember: If it sounds too good to be true, it probably is.
  • Examples of websites that have sold counterfeit Coach products:
    • Coachoutletfactory.com, Coachbags.biz, Coachoutletsbags.com
  • WARNING: Counterfeit websites often times use the word COACH in the URL and have content and a layout similar to www.coach.com
Reporting Counterfeits
  • To report counterfeits, email the information to counterfeits@coach.com. This can be done anonymously.
  • The following information is useful to Coach to take action against a counterfeiter:
    • Location, Name, and Address
    • Type of location (retail store, flea market, internet, etc.)
    • Quantities and styles of products being sold
  • Do the items say Coach or use any of our Trademarks (i.e. Signature C design, Coach Lozenge, Horse & Carriage logo)?
Do all bags come with a dust cover?
Unfortunately not all of Coach’s Handbags come with a dust cover, please submit a request through Customer Care or call us on 1800 COACHONLINE (1800 262246) between the business hours of Monday - Friday 9am-5pm if you did not receive a dust bag but believe that you should have.
Can you ship product from international ranges into Australia on my behalf?
No, unfortunately the only products that can be shipped to Australian addresses are available on the Australian website.
 

Order

Please see below for the most commonly asked questions relating to our products. 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.
CAN I ADD, CHANGE OR DELETE AN ITEM IN MY ORDER AFTER ITS COMPLETED?
Once your order is placed, it is too late. 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 Coach received my online order?
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?
Coach is committed to providing exceptional customer service and quality products. We endeavor 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 fulfill your order, we will notify you within 24 hours to arrange a backorder or a full refund.
What if I have a question about my online order?
If you have questions about your order, please feel free to contact Customer Care. You can also email us online@coachaustralia.com, or call us on 1800 COACHONLINE (1800 262 246).
What forms of Payment are accepted?
We currently accept orders using: Visa, Mastercard, American Express.
 

Delivery

Please see below for the most commonly asked questions relating to our products. If your question is not answered below, please contact Customer Care.

How long will my order take?
Australia Post will deliver your order within 5 to 10 working days from your order being despatched to them for most parts of Australia. For WA, Far North Qld, NT and remote country areas please allow an extra 2 - 3 days for delivery. Please review our Delivery Policy for more information.
How do I track my order?
You can track your Order Status by simply entering your tracking number which was supplied in your despatch notification email (starts with a TA). 
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.
 

Returns

Please see below for the most commonly asked questions relating to our products. If your question is not answered below, please contact Customer Care.

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?
Yes you can, please review our Return Policy and then Request a Return to arrange a return.
Can I return my online order to a Coach store? If so which one?
Yes, you are welcome to return or exchange the product purchased online instore, with the exception of the below stores:
  • Coach David Jones Sydney
  • Coach David Jones Melbourne
  • Coach David Jones Perth
  • Coach David Jones Adelaide
  • Coach David Jones Brisbane
  • Coach David Jones Wellington
  • Coach Sydney International Airport
  • Coach Factory Outlets in Homebush, Birkenhead Point, Harbour Town, Essendon, South Wharf
Please note, this Return Policy applies to online orders only. A full refund does not apply to purchases made within a Coach Store, only exchanges are accepted.
How long do I have to return any item I do not want / like?
AtCoach 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 receiving your order
  • Merchandise must be in new and unused condition
  • Merchandise must be returned with all labels and product swing tags attached
  • For hygiene reasons earrings cannot be refunded for change of mind
  • Monogrammed 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:
  1. Contact our team within 30 days of receiving your order on 1800 COACHONLINE (1800 262 246) or submit a Contact Form.
  2. You will receive an email from our team within two business days confirming the refund with the return postage label attached
  3. Print your return postage label and take this with the good(s) being returned in its original packaging to Australia Post

For any further enquiries please review our Return Policy or feel free to contact us on 1800 COACHONLINE (1800 262 246)
 

Afterpay

Please see below for the most commonly asked questions relating to our products. If your question is not answered below, please contact Customer Care.

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 Afterpay 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:

  • 1. Browse online, find items you would like to purchase and click the 'Add to cart’ button.
  • 2. Once you’ve finished choosing your items, click the ‘Proceed to checkout’ button.
  • 3. Fill out your delivery details.
  • 4. Select your preferred delivery option from the options available for your parcel delivery.
  • 5. Apply any discount codes.
  • 6. 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 info@afterpay.com.au 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 info@afterpay.com.au 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 info@afterpay.com.au or by calling 1300 100 729.

NOTE: For all Afterpay account administration needs (eg. changing passwords, making an early payment, payment issues, queries or concerns etc) and queries regarding Afterpay’s data security and privacy policy, you should review Afterpay’s own “frequently asked questions” on their website at www.afterpay.com.au/faqs for support.

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 out more about Afterpay?
The Afterpay website provides a very comprehensive list of FAQs at: www.afterpay.com.au/faqs. It you still can’t find out what you need here, contact Afterpay directly by emailing info@afterpay.com.au or calling 1300 100 279.