We want you to be delighted with your purchase, so if you are not completely happy, you may return it to us within 48 Hours from the date the order is delivered to you for a full refund - provided that the item is returned in original condition.
If you wish to return rug(s) please email us at firstname.lastname@example.org - we will then confirm the return with you and send you all of the instructions you need to ensure the return goes as smoothly as possible.
Damaged in transit
Unfortunately, items are occasionally damaged in transit. If rug(s) arrives and the packaging or the rug(s) itself is clearly and significantly damaged –
- Please refuse that shipment and let us know what has happened. You can then choose to either receive a full refund, or we can have another rug shipped out to you. Replacement rug will start its journey on the same day you notify us.
If you realised, it’s been damaged after accepting the rug(s) -
- We’re still happy to accept return, no problem at all. Please take photos clearly showing the damage and contact us as soon as possible, ideally within 24 hours of receiving your delivery. You can then choose to either receive a full refund, or we can have another rug shipped out to you.
Our apology, we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 24 hours of receiving your delivery. We will offer to send you the correct item and arrange for the pickup and return of the incorrectly shipped item at no cost to you.
Note: Any images you can provide us are much appreciated and can help speed up the returns process.
If you would like to exchange your item for a different design or size please follow our normal returns procedure of contacting us within 24 hours and just mention in your email to us that you wish to arrange an exchange. Once we receive your item back we will then contact you to arrange the exchange and dispatch of your new item.
In-store or Online Purchase?
In-store Only Rugs: If you purchased your rug(s) either at our store or by telephoning Store, that rug can only be returned without charge to same store.
Online Exclusive Rugs: If you purchased your rug(s) via Coppola Home website or via our telesales team and wish to return, we can arrange collection of rug(s) on your behalf. Online exclusive rugs cannot be returned to store.
Cancellation and Return Exceptions
- Order cancellation does NOT apply to products that are made to your specifications. This includes floor coverings, which have been cut from a roll to your specific order size.
- When your goods have been delivered you have a reasonable opportunity to make sure that they are the goods you ordered. If not, you should not cut into, fit or use them (other than to check whether or not they are the right goods). You should retain the packaging so that this can be reused, if possible, for their return. You will be responsible for the condition of the goods and for their reasonable care whilst they are in your possession. Please contact the store from which the goods were ordered within 24 hours of delivery.
When returning or cancelling your order, the way you originally paid for the purchase will determine how you are refunded.
If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. If you return your item directly to one of our stores, please make sure you take with you the card that you used to make the purchase
Refunds can take up to 14 days to process.