Initially, I was not pleased with the return process. I had purchased a holiday gift and later decided to return it (I simply decided on something else). The manager appeared to lack customer service and people skills. I was insulted by her non-caring attitude. Especially, because the return was only a couple of days out of their "return policy." No options were mentioned and no exceptions were exercised. She responded with a flat, "No." I own dozens of Cole Haan accessories-my favorites are handbags! There should, in my opinion, be always room for exceptions - especially during the holiday season. Fast forward, it took very close to three months to resolve this. Several emails went back and forth. It was not until the District Manager stepped in with a winning attitude and personable demeanor that it came to a halt. This gentleman won back my loyalty with communication and a goal to listen and not just hear the customer. This is obviously, why he is the District Manager! Once again, I am a loyal shopper at Cole Haan. Why? Because they have great merchandise and it compliments me with my outfits.