EXCHANGES AND RETURNS

How to return items
You can submit a request to return any item purchased from COINCASA.it, by accessing your account area and clicking on "My Orders". Select the order you wish to return and click on “Return”. You will be taken to a page where you will be asked to enter the items being returned and to confirm the process.Remember, you have 30 working days from the date you receive the item to return it..

Once you have sent in your returned item request, we will send you an email to confirm the start of the procedure.

If you are returning any item (with the exception of furniture items or complementary furnishings), you must contact a courier of your choice to collect the item, which must be suitably packaged for shipping. 

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.

As soon as we receive your package, we will make sure that the returns procedure has been correctly activated through the COINCASA.it portal, before the 30-working day time limit and that the returned item complies with the statement. If all of the checks and conditions are satisfied, we will refund you according to the method of payment used.

Items may only be returned by the purchaser, from their own account area, by clicking on the “My Orders" button.

Postal or shipping charges for returned items are payable by the customer. 

Should you have any complaints concerning the item you received, we will be happy to help. Please contact us using the form on our website: www.coincasa.it/servizio-clienti.

Refunds

Refunds will only be paid after the returned item has been checked thoroughly. These checks concern the period for the return request, which must be no later than 30 working days from receipt of the goods, and the conformity of the order.

After these checks, we will send you an email confirming acceptance of the request to return the item.

Your refund will be made to your account if you paid using PayPal, or directly to your card if you paid by credit card. You will see the refund in your account or on your card approx. 4-5 working days after email confirmation of the returned item. The time period will depend on your bank.

If your purchase included a discount code, this amount will not be refunded. The refund amount will only be for the sum actually spent.

Exchange requests

Online returns do not include exchanges, only refunds for the amount spent according to the method of payment used. 

You can exchange any item purchased, except for furniture items, in the following Coin stores:  

To exchange items, visit any of the above stores, with a copy of your receipt attached to the email confirming shipping and the total amount for the goods purchased.
The store will check the condition of the item you intend to return.They will also check the amount paid, net of any offers or discounts applied to the order.

After these checks, you will be able to exchange your item for goods for the same amount or more than spent on line. In case of more expensive items, you will need to pay the difference.

Alternatively, you can ask to receive a voucher to spend in any of the Coin stores listed above, but not online.

Furniture and furnishing items cannot be exchanged in store