Frequently Asked Questions
General / My Account
How can I contact Coach.sa?
You can always contact us at Customercare@coach.sa for any question or concern you may have. Upon receiving your message we will try to respond as promptly as possible and our customer care representative will get in touch with you via email and/or by calling at phone number provided by you within 2 business days during Sunday thru Thursday between 10am to 3pm. However, please note note due to the high volume of messages sometimes it may take longer to reply. We thank you for your understanding & patience.
Who can buy from Coach.sa?
Any individual 18 years of age and legally allowed to shop in Saudi Arabia can shop at Coach.sa. They need to possess a valid credit / debit card (VISA / MASTER CARD) issued by an authorized bank.
Do I need to have a Coach account to make an order?
No, you don’t need to have a Coach account for any purchase. However, having an account will serve you the following benefits:
-Tracking of all your orders/payments details can be done solely and easily through your account.
-You will be able to review your history of your purchases/payments/wish-list/in-cart items etc.
-Receiving emails about our latest collection and updates for “New In” items/promotions/discounts etc.
-Saving the shipping address and payments details in order for you to have a faster check out next time you shop with us.
I can’t log into my account. What’s next?
Click the “forgot my password” option and you’ll receive a set of instructions in your email on how to reset your password. For any other technical difficulties, kindly contact us at customercare@coach.sa
I want to unsubscribe from your website. How do I do that?
Just send us an e-mail at customercare@coach.sa and we will unsubscribe you.
Online Shopping / Orders
How can I buy online?
Buying through our site is very easy, just follow these steps:
-Enter your username and password to log in (if you want to be registered on our website).
-Choose the items you want to purchase and add them to "My cart".
-To complete your purchase, click on "Finish my order".
-Complete the shipping and billing address.
-Select payment form.
-Once the payment is done and authorized, you will receive a confirmation of your purchase. Once we receive your order, you will see an automatic confirmation of your order on the web, including order number and details of your purchase.
How do I track my orders?
You can track all your order status by selecting “Order Status” in our “Customer Care” section on the bottom left of the page. Please be sure to type in your order details that are required for tracking, for any further details please send us an email at customercare@coach.sa
What if I want to pick up my order/package myself? Where should I go?
Send us an email at customercare@coach.sa mentioning the Order ref. no. and request a “Pick up Myself”. We shall get back to you with the branch address where you could go to pick up your package.
Where can I buy some Coach products besides the Online Store?
Besides our online store, you will find our products in our own stores, if you need more information on our stores in KSA please select “Store Locator” from the Stores and Sites Info.
The item I’m looking for is not available, is it still possible to get it?
Yes, it is possible. You may write to us at customercare@coach.sa or contact any of our stores about the items that you’re looking for along with the relevant details of the item.
Can I cancel an order or a merchandise?
Yes, you can cancel the order within 24 hours after processing the order by sending email at customercare@coach.sa
What happens if merchandise ordered is out of stock?
If the merchandise is out of stock when you are adding it to your shopping bag, you will be informed immediately, and the merchandise won't get added to the shopping bag. If the merchandise is out of stock after it has been added to your shopping bag but before check out is completed, you will be informed at the time of check out. You then need to remove it from your bag before proceeding to check out. If merchandise goes out of stock after you placed the order and received an order-confirmation, then we will put our best to fulfil the order by sourcing the selected merchandise. In circumstances that we are not able to source it for you, or if it is taking longer than 15 days to ship, we will inform you about the delay and cancel the merchandise if you wish to, and shall reverse any charges made to your credit card against that merchandise.
Can I change shipping address of the order?
You can change the shipping address within 24 hours after processing the order to customercare@coach.sa
Customer Information
What information do we collect?
We collect information from you when you register on the site, enter a contest or promotion, place an order, etc. We may collect and store the following personal information such as: name, home address, date of birth, gender, email address, etc. You will also be asked to opt-in to our e-mailing list.
We also receive and store click-stream data and other information about visits to our websites that may be combined with personal information you have provided. The information is used to analyse and improve the website experience.
How do we use your information?
We may use your personal information to tell you about our updates on service improvements and provide you the customer support you may require.
How do we protect your information?
All your information that you provide is enable upon your consent of accepting our terms and condition. Please check our Privacy Policy for any further information.
Payment Information
How do I make a payment?
Payment can be made through all Credit Cards and Debit Cards free of charges (if your bank has enabled them for online transaction), and Cash on Delivery which will charge 25 SR.
What can be done if my credit card has been compromised while making a payment online?
We do not collect or receive your credit card information, and your money is collected directly on the Bank payment gateway. If you think that your credit card has been compromised, then immediately report the same to your card issuing bank.
Can I pay in-store for a product bought online?
No we currently do not support this facility.
Shipment and Delivery
Where do you deliver?
We currently deliver to all cities of KSA only.
Are there any places / items for which delivery might take longer?
Expected time taken to dispatch the shipment is given against each product on the respective product details page. Typically, all deliveries with Saudi Arabia are completed within 3-6 days. Once we receive your order we make all attempts to deliver within the committed time, however, it might take longer than expected in some far to reach areas, small towns or rural areas, due to weaker logistics connectivity that is beyond our control.
Can I change my delivery address after receiving the delivery confirmation?
No. You cannot change the delivery address after the delivery notifications. The address can only be change within 24 hours after order processed by sending email to customercare@coach.sa
What happened in case I am not available when you deliver the merchandise?
Our shipping company will come again to your place. You should plan and coordinate the purchase in a manner that someone will accept the merchandise in your absence.
Can you hold my order in case I am not available?
You can contact us at customercare@coach.sa to inform us about such a situation, and we shall try to accommodate your instructions. But, we cannot hold your orders for shipment beyond 6 days from the date of the order.
What if only part of my order has arrived?
You have to contact us at customercare@coach.sa within 24 hours after you received the shipment and provide us all details what have been received and what is remaining along with order number, date and time you received the shipment.
What should I do if my order arrives damaged?
If you find that the Cover is damaged before accepting the delivery, please refuse the delivery and immediately inform us. Once you have accepted the delivery, and thereafter realized that the cover is damaged, then please feel free to get in touch with us by sending email at customercare@coach.sa within 2 days of receiving the merchandise.
What can be done if the merchandise ordered reaches to me in a damaged defective condition?
If you receive an item that is damaged or not the product you ordered, or an item has a manufacturing defect, and you believe your item is defective, please arrange for return of the item to us by sending email to customercare@coach.sa within 2 days of receiving your order.
To qualify for a full refund, the item must be returned within 14 days of receipt and in the same condition you received your order. Where applicable, the refund will include the original Order delivery charges, cash-handling fees, taxes and any duties. Replacements may be available depending on stock.
What are the shipping charges and / or if there is any additional charges for delivery?
For orders more than 500 SR the shipping charges will be free, less than 500 charges cost will be 50 SR.
Does the order merchandise price include shipping charges?
The shipping charges and service tax on shipping charges will be added to your order amount on the billing page, after you have indicated the recipient's shipping address.
Who will pay charges for the return merchandise?
If you are not satisfied with your purchase of merchandise for any reason (for e.g. reasons other than the defective or unwanted merchandise), and you wish to return the merchandise as per the Returns Policy through courier pickup arranged by us, you will need to pay 50 SR.
Exchange / Returns and Refund Policies
What is your Exchange policy?
Exchange can only be made within 2 days from the date of delivery.
-Item should be in a good condition and not used along with the original tag.
-It should also be in the same brand box you received. As soon as you create a size change request, subject to availability, we would reserve the item you want for yourself.
-Size change is subject to 50 SR plus shipping charges. If the price of the item you're exchanging has gone up, don't worry, you won't have to pay extra to receive it.
What is your return / refund and replacement policy?
Coach.sa allows a 14 Business days Refund policy for items on original condition (unworn, undamaged and unused, with all tags attached and the original packaging, branded boxes and dust bags, if placed inside a protective outer box for shipping), credit cards will be refund on their account, COD will be transferred to Your bank account, 50 SR will be deducted for return shipment charges, Any returns that do not meet our policy will not be accepted.
I want to return a product, how can I do that?
You can contact customer support care at customercare@coach.sa and request a return. We will arrange for the merchandise to be collected from the delivery address through courier, and returned to us. We shall process the return subject to receipt of the merchandise at our location in unused condition in its original packaging along with original tags and invoice, failing which return / refund may not be possible.
How can I receive my money for the merchandise which I have returned or cancelled?
You will receive your money in the same manner in which you paid for purchase within 14 business days after we receive the product. However, for returns against COD (Cash on Delivery) you are required to provide us your bank account details at customercare@coach.sa in order for us to refund you the money.