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Return Policy


At Coach 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 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 need to make a return of your online order, simply follow the instructions below:

  1. Fill in your details on the Return Form and the postage label will be emailed to you
  2. Attach the label and return the item(s) to us in the same condition it was received and if possible with all packaging
  3. Once we receive your returned goods, we'll send you an email informing they have arrived safely. Our Returns Team will then inspect all returns within 2 business days to ensure they are in an undamaged condition
  4. Our Returns Team will then pass on details for all customer refunds to be processed as soon as possible, however, please allow an extra 2-10 days for the refund to appear on your credit card account to allow for bank processing.

Registered users can print the postage label, view Return Requests, and Status of each Return from My Account. Please ensure you are logged in when you request your Return.


Please note that all orders purchased using Paypal and Afterpay can only be returned for a refund via our Online Returns process. Orders made with Paypal and Afterpay may not be exchanged in-store and must be returned online for a refund.


Currently, online orders cannot be exchanged via our free return service.

If you would like to exchange your online order, you are able to do so at the following COACH stores:


Chatswood Chase


Westfield Sydney




St. Collins Lane


Pacific Fair


Auckland (Queen Street)

Online exchanges or returns are not available at David Jones, Outlets or Airport locations


Change of mind

At COACH we seek the complete satisfaction of our customers. In the event that you find your purchase unsuitable, we are pleased to offer you an exchange or full refund in the same tender as the original payment under the following conditions:

  • Purchases were made in Australia or New Zealand and accompanied by an itemised receipt; bank statements are not acceptable.
  • Purchases are returned within 14 days for a refund and within 30 days for an exchange or credit.
  • Merchandise is in new and unused condition with all labels, product swing tags attached and in original packaging (if applicable).
  • For hygiene reasons, earrings and hosiery cannot be returned or exchanged for change of mind.
  • Customised items cannot be returned or exchanged for change of mind.

COACH Outlet purchases must be returned to a COACH Outlet store.

COACH purchases made at David Jones stores and David Jones online store can only be returned to a David Jones store and are subject to their terms and conditions.

Purchases made outside of Australia or New Zealand may not be returned for change of mind.

Product Warranty

We are pleased to offer our customers a 12 month warranty on most Coach products. 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.

For any further enquiries please feel free to contact us on 1800 COACHONLINE (1800 262 246) or email us at