return policy

 

Return Policy

 

Extended Holiday Returns

We've extended our returns window (so you can get a stress-free head start on the season). Purchases made from 14th November 2022 to 8th January 2023 can be returned for a refund, by 22nd January 2023.

 

Online Purchases

Returns via the Free Online Return Service

At Coach we seek the complete satisfaction of our customers. In the event that you find your online purchase unsuitable, we are pleased to offer you a full refund on your online order via the Free Online Return Service 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 need to make a return of your online order, simply follow the instructions below:

  1. Request a return by filling in your Order Number, Order Email and Billing Postcode then click "Check Status" followed by "Return An Order"
  2. A postage label will be generated and emailed to you, 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 your account. Please ensure you are logged in when you request your Return.

Paypal, Afterpay & Zip Pay Returns

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

 

Returns and Exchanges In Store

We are pleased to offer you the convenience of in-store refunds or exchanges for purchases made online via credit card 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.

Purchases made via PayPal and Zip Pay may only be returned or exchanged via the Free Online Return Service and may not be exchanged in-store.

Online purchases may not be returned or exchanged to David Jones stores and Airport locations.

Currently, online orders cannot be exchanged via our free return service and must be exchanged in a store.

 

In Store Purchases

Returns and Exchanges

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 note.
  • 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 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.

 

Refunds

How do refunds get processed?

If you choose a refund, we will process this refund via the original payment method you used to place the order.

How long your refund takes and how it is processed depends on the payment method you used when you placed your order, we recommend checking in with your payment provider on their current processing times for further information.

My original credit card used no longer exists, how will I receive my refund?

Our payment system only allows us to ‘reverse’ payment to the credit card used in your original purchase. This means that although your account is closed and your card cancelled, we are unable to transfer funds into a personal bank account or onto a new card. The process may vary between financial institutions so please contact your bank – they will be able to explain the process to transfer your refund from the closed card to the new card.

On the occasion that the refund fails, we will be in contact with you to organise a Manual Bank Transfer.

 

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.

Please visit our Product Warranties and Care for further details

 

Contact Us

Please feel free to contact us at 1800 262 246 (Monday to Friday 7am - 7pm, Saturday 9am - 2pm AEST, excluding public holidays) or email online@coachaustralia.com if you have any concerns regarding the return of your purchase.