Client Services


Here you will find the answers to your questions about shopping this site, your order, payment options and more. Simply select from the categories below for complete information. If you need to contact us by phone please call us toll free at 1-800-KEN-COLE (1-800-536-2653).

Our Corporate Office does not accept packages from consumers related to refunds, damages or repairs. For the safety of our team members, any packages received at the Corporate Office related to a service issue will be destroyed.

Gift Services

Your Order

Your Account

Shipping US & Canada

International Shipping

Returns & Warranties

Safety, Security, & Privacy

Corporate Information

Frequently Asked Questions

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 will receive an order confirmation email once your order has been processed and later a shipping confirmation email with a tracking number provided. If there are any problems processing your order, Client Services will reach out to you with more information.

Please reach out to Client Services with any questions you have regarding the status of your order. We are available 7 days a week, from 8:00 a.m. – midnight ET at 1-800-KEN-COLE (1-800-536-2653) or by email at


How can I track my order?

Once your item ships, you will receive a shipping confirmation email with the tracking number associated with your order. Please allow up to 48 hours for the tracking system to be updated by the carrier after it has been picked up from our warehouse.

You can also track your shipment through the Order Tracking section in Customer Care by entering your order number, billing zip code and order email.

Orders placed on or at 1-800-KEN-COLE (1-800-536-2653) may be delivered by one of several different carriers and shipping methods. Tracking availability may vary depending on the type of item you purchased, the shipping method you selected during checkout, and the carrier that is delivering your item(s).

What is a pre-order item and when can I expect to receive my order?

Pre-order is a great way to reserve merchandise before it is available, ensuring you don’t miss out on your size or style! Once the item arrives at our warehouse, we will check that it meets Kenneth Cole quality standards and ship directly to you. Your card will not be charged until the item has shipped.

At the time an online order is placed, a credit card / debit card hold is placed on the funds until the order ships. If the initial hold has expired before the order ships, our payment services will re-verify the payment method before your item(s) are shipped out.

Once the pre-ordered item arrives at our Kenneth Cole warehouse, we will ship directly to you. You will receive a shipping confirmation email with a tracking number included. The expected shipping date listed on the product page is subject to change without notice. Please contact Client Services with any questions regarding pre-orders. We are available 7 days a week, from 8:00 a.m. – midnight ET at 1-800-KEN-COLE (1-800-536-2653) or by email at

Can I cancel or modify an order after it has been placed?

If you need to cancel or change an order please call Client Services immediately at 1-800-KEN-COLE (1-800-536-2653)Once an order is processed, we are unable to make any modifications or cancellations, however, we can process a new order with the desired changes and you can return the incorrect item once it arrives using the pre-paid shipping label.

What methods of payment does Kenneth Cole accept?

We accept American Express, Visa, Mastercard, Discover, Kenneth Cole gift cards, PayPal, Apple Pay®* for online purchases.

* Apple Pay® is accepted in the following countries:

North America: United States, Canada

Europe: France, Russia, Ireland, Spain, Italy, Switzerland, United Kingdom

Asia: Australia, Japan, China, New Zealand, Hong Kong, Singapore, Taiwan

At the time an online order is placed, a credit card / debit card hold is placed on the funds until the order ships. If the initial hold has expired before the order ships, our payment services will re-verify the payment method before your item(s) are shipped out.

Is ordering online secure?

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

If you feel unsure about ordering online, please feel free to make your selections online, and then call us toll-free at 1-800-KEN-COLE (1-800-536-2653) to order with a Client Services agent.

What is your tax policy?

Kenneth Cole collects sales tax on online orders when applicable.

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.

What is your Shipping/Handling policy?

Different shipping methods are available depending on the items purchased and the location to which the items will be delivered. Shipping/Handling costs are based on the shipping method chosen and the value of the order; total costs are automatically computed at checkout.

If you choose to upgrade your shipping for faster delivery, your order must be received and clear credit authorization by 2 p.m. ET or it will not be processed until the following business day.

Shipping Method Shipping/Handling Charge Estimated Delivery
Standard Ground $8.95 4-7 Business Days
3 Day $15.95 3-4 Business Days
2 Day $22.95 2-3 Business Days
Overnight $29.95 1-2 Business Days

Alaska, Hawaii, Puerto Rico and Canada

Destination Shipping/Handling Charge Estimated Delivery
Alaska or Hawaii $29.95 1-3 Business Days
Puerto Rico & U.S. Territories $29.95 1-8 Business Days
Canada Ground $15.00 8-12 Business Days
Canada Express To be determined at checkout 5-7 Business Days

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

Some shipping restrictions may apply.

Do you ship to PO Boxes and Military APO/FPO addresses?

We do ship to PO Boxes and APO/FPO addresses. Most items shipped to PO Boxes will be sent via UPS Priority but some restrictions may apply. Items shipped to P.O. Boxes in Canada will be sent via Canada Post Expedited Parcel Service.

Most items shipped to Military APO/FPO Addresses will be sent via USPS Priority.
You can expect delivery within 3-8 business days. For orders shipped to a P.O. Box in Canada, you can expect delivery within 7-10 business days.

Do you ship to multiple addresses?

We are unable to ship to multiple addresses at this time. If you are unable to send an item to a particular address, simply remove it from your cart and place it as a separate order.

Do you ship internationally?

We currently ship to over 60 countries, to see a full list please visit our International Shipping section.  Before placing an international order, please carefully read the rules and restrictions. Any order shipped outside of the U.S. is subject to incremental import duties and taxes that will be included in the International Handing Fee at checkout. The order total presented at Checkout will be the exact amount that you will be billed; please keep in mind that all prices are in U.S. Dollars (USD).

When placing an order for delivery outside the U.S., you are considered the importer of record and must comply with all applicable laws and regulations. Charges for duties, taxes and the carrier's collection fee are in addition to your shipping charge and must be borne by you.

Due to customs regulations, some items are excluded from international orders.
Please allow for additional delivery time for orders with an international shipping address.
We do not offer free returns and cannot provide a return label as it does not comply with customs regulations.

If you have any questions or concerns, please reach out to client services via email at

How do I create a Kenneth Cole account?

Creating a Kenneth Cole account optimizes the benefits of our ecommerce site allowing you to see your order history, curate a wish-list, and place orders quickly with ease. To create your account, click here and enter your email and desired password. Your email will serve as your account username.

What information is stored in my account?

Once your account is set up, you have the option of storing information that helps make the checkout process faster and easier. You can manage information such as billing and shipping information, payment methods, order history and items that you saved on your wishlist! You can also manage your password and update email preferences. Your information is secure in your account and is not shared or visible to anyone but you.

What do I do if I have forgotten my password?

Don’t worry, it’s a quick fix! If you have forgotten your password, please click on the Forgot Password option during the log-in process and enter your email address. You will receive an email with a temporary password which can be used to log-on; you will then be prompted to create a new password. Please note that when you request a new password, all credit card information is erased from your account as a security measure.

What is your return policy?

We will gladly accept returns of new and unworn merchandise within 30 days of the delivery date, accompanied with the original receipt. All products should be in pristine condition with products tags attached and in the original packaging, whenever possible.

Feel free to use the pre-paid shipping label, enclosed, to make a return. We do not provide shipping labels for international orders due to customs regulations.

We reserve the right to refuse returns that are not in pristine condition or those returned after 30 days.

When can I expect my refund?

A refund for your returned items will be credited to the card that was used to make the purchase. The credit to your account is predicated by your banking institution. Please allow 1-2 billing cycles from the date of return for your account to be credited.

Do you offer price adjustments?

We will gladly honor a one-time price adjustment on full-price merchandise within 10 days of the purchase, for items purchased from or through 1-800-KEN-COLE (1-800-536-2653). Items not purchased at full price are ineligible for price adjustments.

Can I have merchandise repaired?

We stand behind our products and will gladly assist you in having your item repaired. Please call client services at 1-800-KEN-COLE (1-800-536-2653) or email to discuss possible options.

What do I do if I need my watch repaired?

Please reach out to Client Services for all watch repairs. We are available 7 days a week, from 8:00 a.m. – midnight ET at 1-800-KEN-COLE (1-800-536-2653) or by email at We are always happy to help!

What do I do if I need my luggage repaired?

Kenneth Cole luggage and travel bags are manufactured by Heritage Travelware and are backed by a lifetime warranty against defects in material or workmanship. For information regarding how to have your item repaired, please obtain the style number from the inside of your item and contact us at 1-800-KEN-COLE (1-800-536-2653) or by email at

What if my items are damaged or defective?

If you receive an item that was damaged upon arrival, please immediately call client services at 1-800-KEN-COLE (1-800-536-2653) or email with a clear photo of the damage and your order number. We encourage you to contact client service prior to returning the damaged item so that we can assist with the return process and work to get you a replacement item.

We are happy to assist you in any way we can to ensure your satisfaction.

How can I contact Kenneth Cole Client Services?

Please do not hesitate to reach out to client services with any questions regarding Kenneth Cole products, orders or for further assistance. We are available 7 days a week, from 8:00 a.m. – midnight ET at 1-800-KEN-COLE (1-800-536-2653) or by email at We are always happy to help!

How do I know which size is best for me?

Size guides are available for all shoes and clothing on the product description pages. Please use the guides as a reference to ensure you choose the best fit for you.

How can I sign up for Kenneth Cole emails?

Don’t miss out on new arrivals and special promotions offered through our Kenneth Cole emails! To sign up, enter your email in the bottom right corner of the footer and click ‘Sign Up for Newsletter”! You can unsubscribe from Kenneth Cole emails at any time by clicking ‘unsubscribe’ at the bottom of one of our emails.

How do 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 visit our Careers section for information about open positions and to apply online. 

How do I get involved?

Interested in partnering with us or receiving a grant from The Kenneth Cole Foundation? Email us the details at