Help Desk

  • Online Store Information

FAQ




What if I have a problem with a Kenneth Cole product?

Kenneth Cole is 100% committed to your complete satisfaction with our products. Should you have any concern about the quality of any product you buy from us, please call 1 800 KENCOLE and we will be glad to assist you.

Top of Page


Is ordering on-line secure?

To guarantee that your order is secure and to protect your privacy, Kenneth Cole employs Secure Socket Layer (SSL) utilizing 128 bit encryption. Once Kenneth Cole receives your order, it is then decoded and processed.

Top of Page


What is your shipping policy?

Our goal is to ship your order as quickly as possible. We adhere strictly to Federal Trade Commission regulations. Regular shipping is determined according to the total dollar value of your order. Fragrance items, apparel spray, and gift cards can only be shipped via Standard Shipping.

Orders may be delayed because we reserve the right to verify billing and/or shipping information.

Standard Shipping and Handling is available within the 48 contiguous states only (Saturday delivery is not available):

Order Value Standard Ground Shipping Charges
$125.00 - and up Free
Up to $124.99 $8.00
  • Second Day Flate Rate: $15
  • Next Day Flate Rate: $25

Orders may be delayed for up to 48 hours because we reserve the right to verify billing and/or shipping information.

Shipping to Alaska or Hawaii: Orders will be shipped Next Day via UPS. Add an additional $25 to the standard shipping and handling prices above.

Shipping to Puerto Rico and US Territories: Orders will be shipped via USPS and can be expected to arrive within 3-8 business days of order date.
Add an additional $12 to the standard shipping and handling prices.

Shipping to a military address: Orders will be shipped Standard via United States Postal Mail based on the standard shipping and handling prices above.

P.O. Boxes

  • USPS Priority, (3-8 business days)
    Most items may be shipped via USPS Priority, but some restrictions apply. You can expect delivery within 3-8 full business days. Business days are Monday-Friday, excluding federal holidays within the United States.

    Orders may be delayed for up to 48 hours because we reserve the right to verify billing and/or shipping information.

    Some shipping restrictions may apply.

Military APO / FPO Addresses

  • USPS Priority, (3-8 business days)
    Most items may be shipped via USPS Priority, but some restrictions apply. You can expect delivery within 3-8 full business days. Business days are Monday-Friday, excluding federal holidays within the United States.

    Orders may be delayed for up to 48 hours because we reserve the right to verify billing and/or shipping information.

    Some shipping restrictions may apply.

Canada

  • Purolator Ground Service
    Most items may be shipped to locations in Canada via Purolator Ground Service. You can expect your order to arrive within 3-8 business days. Business days are Monday-Friday, excluding federal holidays in the United States and Canada.


  • Purolator Air Service
    Most items may be shipped to locations in Canada via Purolator Air Service. You can expect your order to arrive within 2-3 business days. Business days are Monday-Friday, excluding federal holidays in the United States and Canada.

P.O. Boxes in Canada

  • Canada Post Expedited Parcel service
    Most items may be shipped to post office boxes in Canada via Canada Post Expedited Parcel Service. You can expect your order to arrive within 7-10 business days. Business days are Monday-Friday, excluding federal holidays in the United States and Canada.

    Orders may be delayed for up to 48 hours because we reserve the right to verify billing and/or shipping information.

    Some shipping restrictions may apply.


Top of Page


What is your tax policy?

Kenneth Cole collects sales or use tax in the following states: Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Louisiana, Massachusetts, Maryland, Michigan, Minnesota, New Jersey, New York, Nevada, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Texas, Vermont, Virginia, and Washington. Certain clothing and footwear items are exempt from tax when delivered to addresses in Massachusetts, New Jersey and Pennsylvania.

We are required to collect sales or use tax on shipping and handling charges in Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Louisiana, Massachusetts, Maryland, Michigan, New Jersey, New York, Nevada, Oklahoma, Pennsylvania, South Carolina, Texas, Vermont, Virginia, and Washington.

Please note that on-screen order totals reflect estimated taxes. The actual charge to your credit card will reflect actual applicable state and local taxes calculated at the time your order is shipped.

Native Americans may be entitled to sales tax exemption under federal and state laws. If you believe you qualify for such exemption, please call us at 1 800 KENCOLE so that we can determine eligibility and complete your transaction.

Top of Page


What is a cookie?

Cookies are information files which a Web server places on your computer when you visit a Web site. A cookie may contain information such as a unique user ID, which is used to track the pages of the sites you've visited. Kenneth Cole is able to access only the cookies that it sets on your computer. You can disable cookies on your computer by indicating this in the preferences or options menus in your browser, but if you do so you may not be able to access all areas or services at this site and you will not be able to submit orders through our site.

Top of Page


How does Kenneth Cole use cookies?

Kenneth Cole uses cookies to store only numeric IDs to track the user within the Kenneth Cole site and does not store personal information of the user in the cookie. We use cookies in order to improve your shopping experience. When you visit Kenneth Cole, your cookie helps us keep track of your order as you shop on our site. If you are a registered customer, your cookie will allow us to recognize you when you return to our site and provides you with access to your account information. If you have not registered with or ordered from us, we may monitor and maintain information about your use of our Web site in a manner that does not identify you. In either case, this information helps us serve you better by improving our site design, products, services, contests and promotions.

Top of Page


Can I disable cookies?

You can disable cookies in your browser by turning them off. If you turn off cookies, however, we will not be able to track your order and enable you to make a purchase from our site.

If you disable cookies:

  • you will not be able to add items to your shopping bag
  • we will not be able to recognize you as a registered user
  • you will not have access your account information
  • you will not be able to checkout

Cookies need to be enabled in your browser in order for you to order from our site.

Please note that cookies do not take up a lot of space on your hard drive and consequently should not affect the performance of your computer or browser. Cookies cannot transmit viruses or be executed as code. And since they are only accessible to the original server you got them from, you can be sure that your information is always secure.

Top of Page


How do I enable my browser to accept cookies?

If you're seeing a message that your browser's cookie functionality is turned off, it's possible that your browser's cookies are not enabled. Directions to enabling cookies can be located with your browser's "Tools" or "Preference" section.

Top of Page


What are my payment options?

Kenneth Cole accepts American Express, Visa, MasterCard, and Discover for online purchases. We also accept Kenneth Cole Gift Cards and On-line Gift Certificates.

Although we employ SSL (Secure Socket Layer) technology to encrypt on-line orders, feel free to make your selections on-line, and then call us toll free at 1 800 KENCOLE to order Monday thru Friday 8:00am - 12:00am midnight EST / Saturday and Sunday 8:00am - 12:00am midnight EST.

Top of Page


Can I check the balance of a Kenneth Cole Gift Card online?

To check the balance of a Gift Card, please contact 1 800 KENCOLE or visit us at www.kennethcole.com. You may also check the balance of your Gift Card at any physical Kenneth Cole New York Retail or Kenneth Cole New York Company (outlet) stores.

Top of Page


How can I check the status of an order?

To check the status of your order, please click on My Account. Follow the instructions to log-in and check the status of your order.
You can also call us toll free at 1 800 KENCOLE (800-536-2653) Monday thru Friday 8:00am - 12:00am midnight EST / Saturday and Sunday 8:00am - 12:00am midnight EST, or contact us via e-mail.

Top of Page


What is your return/exchange policy?

We will gladly accept returns of unworn, new merchandise, and defective merchandise purchased from www.kennethcole.com or through 1 800 KENCOLE, within thirty (30) days of original purchase, accompanied by an original receipt. All products should be in unworn condition with original packaging and product tags attached. We will provide either an exchange or a refund. All refunds will be processed using the original method of payment.

We encourage you to send your on-line returns directly to our Returns Processing Center, using the address label provided on the front of this packing slip. Please choose a traceable shipping method and retain the information until your credit is processed. Your credit will be processed to the original form of payment.

Our stores accept on-line returns; however, they must be shipped to our Returns Processing Center before they can be credited. Your credit will be processed to the original form of payment within 10-12 business days from the date you return your items in store.

The item(s) must be returned in good condition, in original boxes (whenever possible), and with all paperwork, tags, parts and accessories to ensure credit. Shipping, handling and other charges are not refundable.

ShopRunner Returns:

ShopRunner eligible items have unlimited free returns. Members must follow the return policy of the retailer where they made their purchase.
ShopRunner members click here and sign in to print your free return label

You may also contact ShopRunner Member Services at 888.721.7467 or email memberservices@shoprunner.com

Price Adjustments:

We will gladly honor a one-time price adjustment on full-price merchandise within 14 days of the purchase, for items purchased from www.kennethcole.com or through 1 800 KENCOLE. Items not purchased at full price are ineligible for price adjustments.
Kenneth Cole Retail and Outlet stores gladly honor a one-time price adjustment on full-price merchandise within 14 days of the purchase if accompanied by the original receipt. Items not purchased at full price are ineligible for price adjustments.

Final Sale:

We do not accept returns or exchanges on "final sale" merchandise.

Gift Card Policy:

Purchase or use of a Kenneth Cole New York Gift Card constitutes acceptance of the following: card usage only valid at a Kenneth Cole New York Retail or Kenneth Cole Outlet store in the United States, online at kennethcole.com or through 1 800 KEN COLE. Gift Cards cannot be redeemed for cash and no change will be given, except in those states requiring redemption for cash. Lost or stolen cards will not be replaced. Purchases will be deducted from the card until the amount reaches zero. After 24 months of non-use, or longer if otherwise required by law of the state in which the card is purchased, a dormancy fee of $2.00 per month will be deducted. No dormancy fee shall be collected in California or anywhere else prohibited by law. For questions or balance inquiries, please visit the Gift Card balances section at kennethcole.com or call 1 888 386 5262.

Top of Page


How can I return or exchange merchandise?

If you wish to return an item to www.kennethcole.com or 1 800 KEN COLE, please follow the instructions below. Instructions are also outlined on the packing slip with your shipped items. Using the UPS Flex Return Pre-Paid Label

  • Pack the item(s) securely in the original product packaging, if possible. Please include all paperwork, tags, parts, and accessories. All items must be returned in good condition to ensure credit.
  • Before sending your return shipment, please remove all extra labels from the outside of the package.
  • Securely attach the UPS Flex Return Label to the largest side of the package. Do not alter the label.
  • Drop off your package:
    • To any UPS Store®, UPS Drop Box, UPS Customer Center, UPS Alliances (Office Depot® or Staples®) or Authorized Shipping Outlet. Items sent via UPS ReturnsSM Services (including UPS Ground) are accepted at Drop Boxes. To find your closest UPS location visit http://www.ups.com
    • Daily Pick up customers: Have your shipment(s) ready for the driver as usual.
    • Postal Service locations, including your own mailbox, local Post Office™ or postal collection boxes. You may also schedule a free postal carrier pick up at: https://carrierpickup.usps.com
  • Keep a copy of the shipping label for your reference and note the full 18 digit return tracking number, starting with 1Z.
  • Track your shipment:

Using your own return shipping method:

  • Pack the item(s) securely in the original product packaging, if possible. Please include all paperwork, tags, parts, and accessories. All items must be returned in good condition to insure credit.
  • Enclose the bottom perforated portion of the original packing slip with the item. Please keep the top portion for your records. If you cannot send your packing slip, please include your order number, billing name, and address with the item(s).
  • Before sending your return shipment, please remove all extra labels from the outside of the package.
  • Send the return package to the following address (unless your packing slip directs otherwise):

           Kenneth Cole Productions, Inc.
           Attn: Returns Department
           307 Hollie Drive
           Martinsville, VA 24112

  • All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
  • It is recommended that you use UPS or Insured Parcel Post for your return.
  • Keep the Return Tracking Number for your return package to monitor delivery status
  • You can expect a refund in the same form of payment originally used for the purchase, within 30 days of our receiving the returned order. Please Note: We will process your credit immediately upon receipt of the returned product. However, refunds may take up to one billing cycle to appear on your credit card statement.
  • Credit for gift returns will be issued to the original purchaser.
  • Shipping charges and sales tax on shipping are not refundable.
  • You will be refunded the return shipping cost if the return is a result of a manufacturing defect or shipping error.

ShopRunner Returns:

  • ShopRunner eligible items have unlimited free returns. Members must follow the return policy of the retailer where they made their purchase. ShopRunner members click here and sign in to print your free return label. Returns on ShopRunner orders are not eligible to use the UPS Flex Return Label. You may also contact ShopRunner Member Services at 888.721.7467 or email memberservices@shoprunner.com

If you would like to exchange your purchase for another item:

  • Return your items according to the Return Instructions.
  • Contact Client Services at 1 800 KENCOLE (Sunday thru Saturday 8:00am - 12:00am midnight EST) to place a new order for the replacement items you wish to receive.

Can I have merchandise repaired?

We stand behind our merchandise and will gladly assist you. Please contact us at 1 800 KENCOLE from 9 am to 12:00 am midnight EST Monday through Friday, to further discuss possible options.

Top of Page


I'd like to speak to a Kenneth Cole representative.

If you have an existing order or want to tell us about a Kenneth Cole shopping experience, contact us toll free at 1 800 KEN COLE (536-2653)
7 days a week from 8:00 am - midnight ET or contact us via e-mail.

Top of Page


Where can I find Kenneth Cole/Reaction merchandise in stores?

To locate a store, please use the Store Locator feature of our web site or call us at 1 800 KENCOLE.

Top of Page


How can I apply for a job with Kenneth Cole?

Kenneth Cole is always looking for talented people to join our team. If you are looking for a position in either our corporate offices or in one of our retail stores, please click here to review available positions and apply online.

Or you may mail your resume to:
Human Resources
Kenneth Cole
603 West 50th Street
New York, NY 10019-9998

Top of Page


How can I receive an Optical catalog?

For a complimentary copy of our Optical catalog, please call 1-888-627-4016.

Top of Page


How do I remove my email from the distribution list?

To remove your name from our distribution list, please use our Remove Email from Distribution List page.

Top of Page


What is ShopRunner and how does it work?

ShopRunner is a subscription membership program that provides members with fast and free 2-Day Shipping, for purchases made on-line, only.

For more information contact ShopRunner Member Services at 888.721.7467 or email memberservices@shoprunner.com

Click here to Learn More.

Top of Page