Select a question to view the pertaining answer.
Can’t you find the answer you are looking for? Please click here to get in touch with us.
1 How do I search for a product?
You can search for the product you need within our catalogue or by entering a free description into the search field present on the top right-hand side of the Home Page. Products are divided by environments (Living, Table, Bathroom…) and then by categories (plates, cutlery, cushions…). You can refine your search by using the filters present on the left-hand side of the page. You can erase the filters set at any time and return to the extended list of results. The products searched will always be displayed with details of the price and colours available.
2 Where can I find the detailed description of a product?
The product page, which you can enter by clicking on the individual product, displays photos of the product chosen and allows you to zoom in to view it in detail. You can choose from the colours available, select the right size and quantity you require. The product page also immediately shows you whether the product is available or not. From here, you can add the product to your Wish List, share it via email, Facebook, Twitter and the other social networks, or proceed directly with the purchase by adding it to your cart. Remember to select the colour and size you wish to order and to click on “Add to Cart”. You can see which and how many products you have added at the top of each page on the right hand-side, in the Cart section.
3 What is the Wish List?
By adding a product to your Wish List, you can create a list of your favourite products. Each time you visit coincasa.it, you can view your list, update the products therein and proceed directly in purchasing those you prefer.
4 How do I add an item to the cart?
From the product page, which you access by clicking on each individual item, choose the size and colour you prefer and click on the button “Add to Cart”.
5 What steps do I need to take to pass an order?
By entering the “cart” section from the button on the top right-hand side of the page you can view the products you have chosen and view the details of the colours and sizes available and the prices of each individual item. If you have purchased 2 of the same product these will be combined into one heading on your list. You can amend your order at any time by removing or adding products. Each product present in the cart can be amended. By clicking on the individual item, you will access the product page where you can change the size, colour and quantity you wish to buy. Some products can only be purchased in batches of minimum quantities. Once you are sure of your choice, you will be asked to log in. purchased in batches of minimum quantities. Once you are sure of your choice, you will be asked to log in. If you don’t have a personal My Coincasa profile, you will be able to register without erasing the selection of products in your cart. Having a personal profile will allow you to save many details. For example, you can create an address book of shipping and invoicing addresses. Remember to enter your discount code if you have one! The total cost of the purchase will be recalculated. If you are entitled to discounts or promotions, the total of your order will be automatically updated and you will be informed how much you have saved. Finally we will show you the summary of your order with the total price so that you can proceed in paying for your order using your preferred payment method. The page will display a message indicating whether the purchase has been successful and you will receive an email with confirmation of the order.
6 How can I be sure that i have placed my order correctly?
You will view a message that confirms your order has been successfully sent. In the next few hours, you will receive an email confirming that your order has been registered. You can also enter your personal area and monitor the status of all your orders.
7 Do I need to be registered to place an order?
Yes, to place orders on coincasa.it you must be a registered user. You may also register during the purchasing process.
8 What payment methods can I use to pay for my purchases?
On coincasa.it you can pay with different payment methods. You can choose the one that is most convenient for you from:
- American Express
If you do not have a credit card you can use your PayPal account or a prepaid card.
Cash on delivery is only possible for deliveries in Italy for orders of a maximum amount of 999,00 euro excluding furniture.
9 Can I pay using a Discount Code/Coupon?
Yes! On Coincasa.it you can pay with valid Discount Codes or Coupons that have been supplied by Coincasa as part of a special promotion. If you have a valid Discount Code or Coupon, enter the alphanumerical code in the appropriate field when you initiate the purchasing process and then click on “Apply”. The total of your order will automatically be recalculated net of the discount applicable thanks to the promotion. Remember that vouchers generated in store and the Coincard premium vouchers are not valid at the moment online, but can only be used in stores of the Coin network.
10 Why has my credit card been refused?
In our experience, your card can be refused for the following reasons: The data requested for the payment fail to coincide with those on your card. A simple spelling mistake in one of the fields can cause the operation to be refused. You have not activated your security code. In a bid to protect cardholders from online frauds, some credit cards require you to enter an additional security code in order to confirm the payment. This code is provided by your bank. Your card limit has been exceeded. It is also possible that you may have exceeded your credit limit or that your card has expired. Your bank can provide you with all the information you may require about your card and the payment options. If you think there may be other problems, please write to our Customer service.
11 When will my credit card be charged?
The amount relative to the order will be debited to your credit card when the order is effectively shipped. Depending on the agreements you have with your card issuer, immediately after completing the payment procedure you may receive a message confirming that the charged amount has been booked, but no amount will effectively be charged until the parcel is entrusted to the courier.
12 When will the payment be debited to my account?
When the payment is debited to your account depends on the times required by your credit provider.
13 Do the prices shown include VAT?
Yes, all prices displayed already include VAT, exactly as they do in our stores.
14 Can I request an invoice in my company’s name?
Yes, simply enter the correct data relative to your company in the invoicing address. Remember to specify that the purchase is made on behalf of a company and that you would like an invoice.
15 Can I cancel an order?
No, but you can return your purchase by activating a return procedure, and obtain reimbursement of the payment made for the your purchase, with no additional costs.
16 Is it safe to buy on coincasa.it?
It certainly is! Payments made with a credit card on our Website are encrypted and safe. Your browser will indicate that your purchase is protected via the closed padlock icon in the status bar.
17 Where can I consult my invoice?
You will receive your invoice via email.
18 What are the terms and conditions of sale?
You can consult the terms and conditions of sale for each purchase before confirming your order. They can also be found by clicking on the following link.
19 Can I return or exchange a product if I’m no longer sure i like it?
Of course, simply take the products you wish to return to one of the stores store in the Coin network listed at the Exchange and Return page, along with the printout of the receipt attached to the shipping confirmation email bearing the amount of the goods purchased.
However, in Coin stores, it is not possible to exchange any item of furniture.
You may also return goods you have purchased online by following the procedure described in the FAQ below and in the Returns/Exchanges section of this site.
20 I bought the wrong size or I’m not sure about the colour, can I exchange my purchase?
Should you wish to exchange your purchase, you can change the products you are returning with goods of an equal or higher value, settling the difference if applicable. Remember that goods may only be exchanged in the Coin stores listed under the Returns/Exchanges section of this site. Furniture items are excluded.
21 I don’t like the product, can I return it??
By returning the product in store (furniture items excluded), you can choose to:
- exchange the goods with products of an equal or a higher value to the amount spent online. In the case of goods of a higher value you will asked to pay the difference at the checkout;
- receive a voucher for a value equal to that of the returned goods, which can be spent within a year in all the local stores of the Coin network but not online;
22 How do I exchange a product?
To exchange the goods purchased, with the exclusion of furniture items, go to any Coin store of those listed under the Returns/Exchange section of this site with a printout of the receipt attached to the shipping confirmation email. In the store, the conformity of the products you intend to return will be verified, as will the amount effectively paid by you, net of any discounts and promotions applied to the order in question. Following these checks, you can exchange the products with goods of an equal or higher value to the amount spent online. In the case of goods of a higher value you will be asked to pay the difference at the checkout. Alternatively, you may receive a voucher which can be spent in all the local stores of the Coin network but not online.
23 Can a product be returned if I’m no longer sure I like it?
For every purchase you make you can initiate a return procedure on Coincasa.it by entering your personal area and clicking on “My Orders". You have 30 working days from the receipt of the parcel to exchange the goods. Goods purchased and returned online may not be exchanged, but the amount spent can be reimbursed via the same payment method used for the purchase. You can activate the return procedure from the day after you receive the parcel and no later than 30 working days after the day of receipt. Indicate what you wish to return and you will automatically activate the return procedure!
24 Which procedures are in place for returning products?
For each purchase you make you can request a return on Coincasa.it, by entering your personal area and clicking on "My Orders". Select the order you wish to return and click on “Return”. You will be shown a page in which you can define the products you want to return and confirm the procedure. Remember that you have 30 working days to carry out this operation from the date on which you received your parcel. Following your request for a return, you will be sent an email which confirms that the procedure has been launched. In case of returns of any non-furniture item, you can contact a carrier of your choice to withdraw the parcel. Godds should be in their original packaging. If you are returning any furniture item or complementary furnishings, you must contact the courier RHENUS LOGISTICS that made the delivery, to collect the item, which must be suitably packaged for shipping. For Sardinia, please contact Gruppo Grendi
Upon receipt of the package, we shall verify that your return has been correctly initiated through the Coincasa.it website, within 30 working days from delivery and that the return is in conformity with your declaration. After the porsitive out come of these checks we shall refund you of the amount paid according to the payment method used. Please remember that return expenses are at the customer’s expenses. In case of complaints relating to the products received we shall be pleased to help. Please contact us through the form at: www.coincasa.it/servizio-clienti. Remember that online returns do not imply the exchange of the goods returned, but only the reimbursement of the amount paid according to the payment method used.
25 Can I check the status of a return?
When your request for a return is accepted, you will be sent confirmation via e-mail. In your personal area, in the section “My Orders” you can in any case check the status of your returns.
26 How will I be reimbursed for a product I return?
The amount due for returns will only be reimbursed after all the checks have been carried out on the returned order and are deemed satisfactory. These checks monitor the period within which the return has been requested, which must be no longer than 30 working days from receipt of the parcel and the conformity of the order. Following these checks, you will receive an email that confirms the acceptance of the request to return goods. Shipping costs are not included in the amount repaid. The amount due will be paid back into your account if you made the purchase using PayPal, or directly to your credit card. You can view the repayment on your account or card about 4-5 working days from receipt of the email confirming the acceptance of the return. The times required will vary depending on your bank.
27 How do I return a product purchased with a discount code?
If you have made your purchase using a discount coupon, the amount of the discount will not be reimbursed and the reimbursement will only cover the difference between the value of the purchase made and that of the discount applied.
28 Do you deliver outside Italy?
Yes, we deliver to EU countries.
29 Can I check the status of my order?
Yes, login to your private area and click on "My Orders". You will see the list of your orders. Click on the order you want to check.
- If the order is in process, this means that we are preparing the shipment. The time needed to prepare a shipment is around 2/3 working days.
- - If the order is shipped (furniture excluded), please click on the ID Tracking search number. You will be redirected to the website of the courier SDA where you can check the status of your shipment
30 How much are the shipping costs? and what are the delivery times for goods shipped to Italy?
Shipping costs and times vary depending on the type of delivery chosen. On COINCASA.it you may have different kinds of delivery:
• Standard delivery of NON-Furniture items: cost 7.90 euro. Your purchases will be delivered in 3-5 working days.
• Click and Collect of NON-Furniture items: cost 0.00 euro. Your purchases will be delivered in 3-5 working days to one of the Coin stores in Italy prompted at the checkout stage.
• Standard delivery of NON-Furniture items paid with cash-on-delivery: cost 12.00 euro. Your purchases will be delivered in 3-5 working days. For orders shipped to Italian destinations only of a maximum amount od 999,00 euro
• Delivery of forniture items ONLY: The cost is equal to 8% of the order amount for a minimun of 40€. Your purchases will be delivered in 20 working days. For deliveries to Sicily and Sardinia and additional cost of 20 euro shall be charged for any order below 500 euro. This shipment is free for Gold and Platinum Coincard holders.
31 What happens if I’m not at home when the courier arrives?
The courier will contact you on the phone number you have provided to arrange a new delivery.
32 Why should I register on the website?
Registering on Coincasa.it offers many benefits, allowing you to:
- check your ongoing orders and order history
- activate a return procedure and monitor its status
- manage your account and the addresses to which your purchases are to be shipped
- receive all the updates regarding promotions, new products, latest arrivals and initiatives via newsletter*
*You only register for the newsletter if you grant your permission to receive marketing information.
33 How do I register on the website?
Click on the button “Login” on the top right of the page. Or, if your are placing an order, and you are in the authentication page, click on the button “Create a personal profile” in the column “Non-registered users”
If you have a Facebook account, you may click on “Register via facebook”.
If you have no Facebook account or if you do not intend o use it to log into Coincasa.it fill in the form with your details after reading the Privacy information. Agree to the processing of your personal data and click on the “Register now" button.
You will receive an email with a summary of your user credentials which enable you to log in.
34 How can I change the data I entered when registering on the website?
Enter your personal area and click on “Personal data”. In this section you will view the data provided by you when you registered and you may amend these.
35 I’m already a registered site user but have forgotten my password. How can I recover it?
If you haven’t already done so, click on the heading “Login” which you will always find on the top right of the page. In the “Registered Users” column click on “Forgot your password?”.
By following the instructions that will appear on your screen, you will activate the procedure to create a new password.
When you have concluded the procedure, you will receive an email at the address you have specified, containing a temporary password and a link.
By clicking on the link and entering the password received in the appropriate field, you can set a new password of your choice.
36 I have Coincard. How do I use it on coincasa.it?
On Coincasa.it you can use your Coincard to accumulate Smart points and use these to benefit from discounts. Please remember that unfortunately you cannot use your Coincard to pay for your purchases on coincasa.it. To benefit from these advantages, simply link your Coincard to your profile: during registration, remember to enter the number of your Coincard where requested. In a few moments the system will check the validity of your card and you can immediately begin collecting points by buying online.
37 I don’t have a Coincard but would like one. How do I obtain one?
To obtain a Coincard, fill in the form that you will find in one of the Coin stores which are part of the programme or download it here, by filling it in and submitting it to a Coin store. The cost of activating Coincard is 5 euros. Your coincard will be delivered to you directly in the store when you register, ensuring you don’t miss out on exclusive discounts and offers! Click here for further information on Coincard.
38 What are the terms of the guarantee on Coincasa products?
All products are covered by the Legal Guarantee of Conformity required by articles 128-135 of the Consumer Code. The Legal Guarantee of Conformity is required by the Consumer Code (articles 128 and subsequent) and protects the customer should they purchase faulty goods, products that do not work or are not suitable for the use declared by the seller, or for the use for which they are generally destined. The consumer can exercise their rights regarding the Legal Guarantee of Conformity by directly contacting the seller of the products, even if this is not the manufacturer. Should the product be deemed non-compliant, the consumer is entitled to have the faulty product repaired or replaced by the seller, at the former’s discretion, free of charge, unless the solution requested is impossibile or excessively burdensome in comparison to the alternative solution. If it is impossibile to replace or repair the product, the consumer is in any case entitled to a price reduction, or to receive reimbursement of an amount, calculated in proportion to the value of the product, for having returned the faulty product to the seller. The legal guarantee is valid for two years from delivery of the product and must be applied by the consumer within two months of identifying the fault.
39 Can I purchase online and pick up my order in store?
Yes, it is possible to collect your parcel in selected Coin stores in Italy.