Kohl’s Frequently Asked Questions During COVID-19

Updated: 04/13/2020

KOHL’S CUSTOMER FAQ
Updated: May 14, 2020

Stores

Q: When will you reopen your stores?
As the situation continues to evolve, we have decided to extend the temporary store closures, until further notice, for the health and well-being of our associates and customers.

While our stores are closed, we will continue to serve you and the millions of families who shop with us through Kohls.com and the Kohl’s App, 24-hours a day, and we will ship your items directly to your home or you can use our new limited contact Store Drive Up at most Kohl’s stores to pick up your Kohls.com orders beginning April 2.

We are closely monitoring the situation and will reopen as soon as it is safe to do so, based on the guidance of trusted sources such as the World Health Organization and Centers for Disease Control and Prevention. We look forward to welcoming you back to our stores when we reopen. We will continue to provide updates, including news on store reopenings, at Corporate.Kohls.com.

Kohls.com Orders

Q: What are the standard shipping fees for Kohl’s purchases? Will those be temporarily waived?
 
Kohl’s offers free standard shipping every day with $75 purchase. For full details click here.

In addition, beginning on April 2, Kohl’s will offer free pickup of online orders in store. Kohl’s customers can shop on Kohls.com and opt to pick up their items at most Kohl’s stores between the hours of 11 a.m. and 7 p.m. every day. Kohl’s will offer this new convenience for customers who prefer to pick up their online orders at their local Kohl’s store for free and within two hours of placing their orders.

This convenience has been put in place to help meet online orders from Kohl’s customers and will be staffed by a limited number of store associates.

Q: Is there any assistance available for customers who need help shopping online?
Frequently asked questions about shopping at Kohls.com can be found here. Additional assistance is available by calling at 855-564-5705.

Q: What is Kohl’s doing to prioritize safety and cleanliness when fulfilling my Kohls.com order?
The health and safety of our customers and associates is our top priority. We understand the concern and we are continuing to follow the guidance of WHO and CDC as it relates to the safety of package fulfillment and delivery during these unprecedented times.

Kohl’s has comprehensive cleaning and sanitization protocols in place at e-commerce fulfillment centers to maintain a safer environment for associates working during this time. Within each building, we continue to conduct comprehensive daily cleaning and sanitization measures, especially high touch areas like railings and doors. We have also installed additional safety precautions throughout the buildings, including touchless building entry so associates do not need to touch doors when they enter or leave and markers on the ground throughout the building to help associates meet social distancing guidelines.

Before an associate enters the building, we are implementing temperature checks for all associates upon arriving to work. We have also implemented additional precautions for our associates including providing face masks, requiring gloves for materials handling where appropriate, frequent hand washing, using hand sanitizer, providing cleaning supplies, and proactively disinfecting shared surfaces, and requiring anyone who feels sick to stay home. 

Q: What measures are you putting in place to protect associates fulfilling Kohls.com orders during this time?
In order to continue serving our customers and support our online business, Kohl’s e-commerce fulfillment centers remain open to support customer demand for orders placed on Kohls.com and Kohl’s App. In addition, a small number of store executives remain in our stores solely fulfilling Kohls.com orders during this time.

The health and safety of our associates and customers remains our top priority. We are actively working with partners across the business to ensure they are supporting their teams and prioritizing their health and safety during these unprecedented times. We are honoring local officials and adhering to the guidelines for these regions. Associates who require additional time away from work may use sick time or paid time off.

Kohl’s has comprehensive cleaning and sanitization protocols in place at e-commerce fulfillment centers to maintain a safer environment for associates working during this time. Within each building, we continue to conduct comprehensive daily cleaning and sanitization measures, especially high touch areas like railings and doors. We have also installed additional safety precautions throughout the buildings, including touchless building entry so associates do not need to touch doors when they enter or leave and markers on the ground throughout the building to help associates meet social distancing guidelines.

Before an associate enters the building, we are implementing temperature checks for all associates upon arriving to work. We have also implemented additional precautions for our associates including providing face masks, requiring gloves for materials handling where appropriate, frequent hand washing, using hand sanitizer, providing cleaning supplies, and proactively disinfecting shared surfaces, and requiring anyone who feels sick to stay home.

Store Drive Up

Q: What is Kohl’s new Store Drive Up service?
Beginning on April 2, Kohl’s customers can shop on Kohls.com and opt to pick up their items at most Kohl’s stores between the hours of 11 a.m. and 7 p.m. local time daily. Kohl’s will offer this new convenience for customers who prefer to pick up their online orders at their local Kohl’s store for free and within two hours of placing their orders when orders are placed by 5 p.m. local time. 

Q: How do I use the new Store Drive Up service?
Kohl’s new limited-contact Store Drive Up is fast, easy and free. Follow these three simple steps to use the new service.

1. Order Online
Need it fast? Choose “Drive Up” or “Free Store Pickup” when adding items to your cart or during checkout.
2. Watch for an Email
Once you’ve gotten your pickup email saying your order is ready, drive to the store, pull up to one of the designated spots and have your email handy.
3. Check in and stay in your car
When you arrive, park next to the curb by the Drive Up sign. Call the store using the number found in your pickup email and press 0 when prompted. One of our store associates will bring your order out and place it in your back seat or trunk. Please have your email handy to show.

Q: Will Store Drive Up be offered at my local store? What are the operating hours?
Beginning April 2, Kohl’s will offer the new limited-contact Store Drive Up at most stores between 11 a.m. and 7 p.m. local time every day.

To find out which stores in your area are offering this service check Kohls.com beginning on April 2.

Q: How can I opt into Store Drive Up when I check out on Kohls.com or the Kohl’s App?
Beginning April 2, all buy online, pick up in store orders will be eligible for Store Drive Up if you select a store where the Drive Up service is available.

To find out which stores in your area are offering this service check Kohls.com beginning on April 2.

Q: What items are eligible for Store Drive Up? How can I tell if an item is eligible? How can I search only for eligible items?
When you are browsing Kohls.com or the Kohl’s App, products marked with “Drive up” or “Store pickup today” are eligible for Store Drive Up.

Q: How quickly can I get my Store Drive Up order?
Store Drive Up orders will be available for pick up within two hours after the order is placed on Kohls.com or through the Kohl’s App as long as orders are placed by 5 p.m. local time.

Q: Can someone else pick up my Store Drive Up order?
Yes, simply select add an “alternate person” to pick up your order in the Pick Up Option section during checkout on Kohls.com or the Kohl’s App. 

If you’d like to change the person who will pick up your order after your order has been placed, simply go to the Manage Order page in your Account History or click Manage Order from the notification email. 

Q: How will Kohl's associates deliver items to customers, and what health and safety measures are in place?
The health and safety of our associates and customers remains our top priority.

Store Drive Up provides limited contact between our customers and associates. A Kohl’s associate will bring a customer’s order out, verify the order through their car window and place it directly in the backseat or trunk. Customers are not asked to get out of their car.

Kohl’s is continuing to take measures to promote a safe and healthy work environment for our associates while continuing to serve our customers. All associates working in our stores to fulfill and ship online orders and to provide Kohl’s Store Drive Up service are encouraged to practice social distancing and we are providing protective masks and gloves for their use.

Q: Can I as a customer change my Store Drive Up order, such as switch to another location or have an order shipped instead?
At this time we are not able to change pickup stores. To cancel and order and place a new order, please contact customer service at 855-564-5705.

Q: Can I cancel my Store Drive Up order?
You can cancel your order at any time by calling customer service at 855-564-5705.   

Q: How do I return a Store Drive Up order?
Store Drive Up orders can be returned in store once we re-open. To further assist our customers, we will accept returns outside of the 180 day returns window for the first 30 days after our stores re-open. 

Q: I placed a buy online, pick up in store order before your stores closed. Can I use the new Store Drive Up service to pick up this order now?
Yes, if the store you originally designated to pick up your order from is eligible for this service, you may use Store Drive Up to pick up your order. To find out which stores in your area are offering this service check Kohls.com beginning on April 2.

Please visit the store any day between 11 a.m. - 7 p.m. local time. When you arrive, park next to the curb by the Drive Up sign. Call the store using the number found in your pickup email and press 0 when prompted. One of our store associates will bring your order out and place it in your back seat or trunk. Please have your email handy to show at pick up.

Q: Can I make a Kohl’s return or Amazon Return through Store Drive Up?
At this time, only Kohls.com order pick up is eligible for Store Drive Up.

Buy Online, Pick Up In Store

Q: I placed a buy online, pick up in store order before your stores closed, how will I get my order? Can you ship my order to me instead?

All pickup orders that are currently in closed stores will be available to pickup when the store re-opens. Your order will be held until then. We are also notifying customers who have orders ready for pickup on other potential options.

If you are interested in using Kohl’s new Store Drive Up to pick up your existing buy online, pick up in store order, please visit the store any day between 11 a.m. - 7 p.m. local time. When you arrive, park next to the curb by the Drive Up sign. Call the store using the number found in your pickup email and press 0 when prompted. One of our store associates will bring your order out and place it in your back seat or trunk. Please have your email handy to show at pick up.

To find out which stores in your area are offering this service check Kohls.com beginning on April 2.

Returns

Q: Will Kohl’s be adjusting its returns policy to accommodate customers who can’t visit stores?

Our Return Policy allows for purchased items to be returned within 180 days of purchase and extends to all Kohl's merchandise with the exception of premium electronics.

To further assist our customers, we will accept returns outside of the 180 day returns window for the first 30 days after our stores re-open.

If you’d like to make a Kohls.com return by mail, please follow these three steps:

1. Print.
Log into your Kohls.com shopping account to reprint your order invoice.

2. Pack.
Fill out the return form that was included in your package and place it, your order invoice, and the item you want to return in a sturdy box.

3. Ship.
Send your package back to us. (Ask for a tracking number on higher priced returns.)

Q. I need to return an electronics item and your returns policy is only 30 days, how can I make my return?
To further assist our customers, we will accept returns outside of the 30 day returns window for electronics for the first 30 days after our stores re-open.

Amazon Returns

Q: How can I make an Amazon return?
During Kohl’s temporary store closures, we are unable to take Amazon returns at our store locations. Please visit Amazon’s Online Return Center for Amazon returns.

Kohl’s Rewards and Yes2You Rewards

Q: Can I still use Kohl’s Rewards that expired while my local store was closed?

Rewards from March and April have been extended and will be valid until May 31. Rewards are also valid and can be used online. 

Customer Service

Q: How do I contact customer service?
Kohl's is here to help, and we are working hard to take care of your needs during this time. You can find our Customer Service FAQ and helpful contact information here.

Q: What measures are you putting in place to protect Customer Service associates during this time?
Unsurprisingly, many of our customers have questions that our customer service team is working diligently to address to ensure they are resolved to each customer’s satisfaction. These include but are not limited to questions about our store closures and returns, online orders, Kohl’s Cash redemption and questions about Kohl’s Charge accounts and payments.

The health and safety of our associates and customers remains our top priority. We are actively working with partners across the business - both in the U.S. and our support teams abroad - to ensure they are supporting their teams and prioritizing their health and safety during these unprecedented times. We are honoring local officials and adhering to the guidelines for these regions. Associates who require additional time away from work may use sick time or paid time off.

Kohl’s has comprehensive cleaning and sanitization protocols in place at customer service centers to maintain a safer environment for associates working during this time. We have also taken steps to enable work from home capabilities for functions that can work remotely.

Within each building, we continue to conduct comprehensive daily cleaning and sanitization measures, especially high touch areas like railings and doors. We have also installed additional safety precautions throughout the buildings, including touchless building entry so associates do not need to touch doors when they enter or leave and markers on the ground throughout the building to help associates meet social distancing guidelines.

Before an associate enters the building, we are implementing temperature checks for all associates upon arriving to work. We have also implemented additional precautions for our associates including providing face masks, requiring gloves for materials handling where appropriate, frequent hand washing, using hand sanitizer, providing cleaning supplies, and proactively disinfecting shared surfaces, and requiring anyone who feels sick to stay home. 

Kohl’s Charge

Q: How can I make payments to my Kohl’s Charge when stores are closed?

Payments on Kohl’s Charge can be made free-of-charge on the My Kohl’s Charge website. Customers may also call 855-564-5748 for additional assistance.

Q: Will the payment terms for my Kohl’s Charge be extended while stores are closed? 
Normal terms and conditions apply to all Kohl’s Charge cardholders.

We also understand that there may be instances where customers find themselves in extenuating circumstances. Kohl's is here to help, and we encourage customers who need assistance to reach out to discuss and find a solution for you. Please contact us at 855-564-5748. Please note wait times may be longer than usual.