Help Center



How can I check my order status or track an order?

We offer tracking on any orders you place with us.

On our site: To see your order status, check out our [order tracking page]. If you have an account, you can just log in. If you don’t have an account, simply enter your order number, billing zip code, and the email you used to place your order.

Through email: We’ll also send you a shipping confirmation email once your item ships, with a tracking number and link included. Please note that shipping carriers may take up to 48 hours for their tracking system to reflect a shipped order’s status.

Text notifications (with opt-in): At checkout, you can opt-in to receive text notifications about your order status if you’d like. Just enter your number on the order confirmation page. You’ll receive updates by text for that order.

What payment methods can I use?

We securely accept a number of payment methods, for your convenience. For credit & debit cards, we accept American Express, Visa, Mastercard, and Discover.

You can also use PayPal or Apple Pay* for quicker, easier, secure checkout. We also accept Kenneth Cole gift cards (of course.)

I pre-ordered an item. How do pre-orders work? When will I receive it?

Never miss out on something great. Make sure to get your size in our most-anticipated styles when you pre-order, or be the first to own our favorite shoes of the season.

When you pre-order an item, sit back and relax while our warehouse handles the rest. Once your item arrives with us, we’ll perform our typical quality checks up to Kenneth Cole standards, then ship your item directly to you. Just like a normal order, you’ll get a shipping confirmation email with your tracking number once it does.

We won’t charge you for your pre-order until the item has shipped and is on its way to you. Instead, we place a preauthorization hold with your credit or debit card at the time you place your order. If the hold happens to expire before your order ships, our payment services will re-verify the payment method.

Pre-order items will have expected shipping dates, so you have an idea of when to expect your tracking number. Please note that these dates are estimates. If you have any questions at all about your pre-order item or shipping date, give us a call or email for more information.

How do you make sure my information is safe when I order online?

We take great care in ensuring the safety and privacy of your order information. We guarantee each and every transaction is secure by utilizing SSL, the industry standard for privacy and security certification. Our 128-bit encryption technology provides full security for your information as we process and fulfill your order. Your information is not retained or decrypted at any other point, which creates a very safe shopping experience.

If you’d prefer not to order online or have any problems with our site, please give our customer care team a call at 1-800-KEN-COLE. We’ll be happy to help place your order by phone.

I need to order a gift. What can I do?

Digital Gift Cards You can use Kenneth Cole GiftNow to send digital gift cards right to someone’s email, or schedule a delivery. Choose your gift card here.

Get it right with GiftNow. Need a last minute gift? Not sure of your recipient’s favorite color, current address or preferred shoe size? No need to worry. Send them the perfect gift any time when you check out using GiftNow. Learn more here.

Physical Gift Cards Order a gift card here.

How do I know what size to order?

You can find size charts with international conversions here. On product pages, you can also check size charts or use our TrueFit tool to estimate your size based on other styles and brands that you wear.

Do I have to pay tax?

We collect applicable online sales tax in accordance with local regulations.

You’ll see estimated taxes at checkout while you place your order. Please note that we charge your card when your order ships – accordingly, the transaction amount will reflect the state and local taxes calculated and collected on your order at that time. (Don’t worry --- typically, there won’t be much of a difference.)

How do I know when my order has shipped?

We’ll always send you a shipping confirmation email once your item ships, with a tracking number and link included.

(Please note that shipping carriers may take up to 48 hours for their tracking system to reflect a shipped order’s status.)

At checkout, you also have the option to sign up for an account or opt-in for text notifications about your order status.

What happens if there’s a problem with my order or my item is damaged?

If any items in your order were damaged upon arrival, we’d like to help – and work to replace your item as soon as possible. Please give us a call or send us an email. Be sure to tell us your order number, and include a photo of the item’s condition in your email.

It’s best for you to contact our customer care team before you try to return the damaged item – we’ll do our best to assist you with the process and get your replacement to you quickly.

I love everything I ordered!

We’re happy to hear it! Leave us a product review, let us know on Twitter (@KennethCole), or show us your style on Instagram (@KennethCole / #KennethCole).


What do I pay for shipping?

We offer worldwide shipping to over 60 countries. Your shipping cost varies based on your delivery location.

If you plan to ship within the continental US, Alaska, Hawaii, or Puerto Rico, find your shipping method and cost/delivery estimates here.

For other locations, please reference our international shipping terms and details here.

What shipping options can I use?

We’re pleased to offer 2-day shipping and overnight shipping for domestic locations within the continental US, along with our standard shipping options. See here for costs and delivery estimates.


What happens if I need a return?

If your item is eligible for a return, just head to our Returns Portal to get started.

What happens if I need to exchange an item?

For exchanges on domestic orders, go ahead and start a return with us using our Returns Portal, then get in touch with us by phone, email, or live chat to help you replace your item.


What if my Kenneth Cole products need to be repaired?

We stand behind our products and will gladly assist you in having your item repaired.

Get in touch with us by phone or email and we’ll help find a solution. Please have your order number and the style number of your item on hand.


Where can I learn more about Kenneth Cole Productions and Kenneth Cole brands?

Take a look at Our Story for a visual journey through the Kenneth Cole story.

For over 30 years, we’ve sought to Look Good, For Good. You can find more information on our initiatives and commitment to social impact and corporate responsibility here.

Can I apply for a job at Kenneth Cole?

We’re always looking for good company and talented people. You can find more information on internships, retail openings, and positions with our corporate offices at our Careers page.

How can I partner with The Kenneth Cole Foundation?

If you’re interested in partnering with us or want to learn more about grant opportunities with The Kenneth Cole Foundation, please reach out to with details.