We aim to deliver orders to you at the place of delivery requested by you within the time indicated by us at the time of your order, but we cannot guarantee any firm delivery dates. Wherever possible, we will provide an indication of delivery/shipping times, when we confirm your order.
On an average shipping costs are capped at $30 per item within Sydney Metro/ Eastern Capital City. Please contact us for freight charges before placing order.
We know that once you’ve bought your beautiful rug, you’ll want to settle it into its new home right away. So, as soon as we’ve received your order, it will normally be packaged up and on its way within 2 working days.
Approximate delivery time as per schedule below after dispatch:
|Where You Live||Estimated Shipping Time*|
|NSW, VIC, ACT (Metro Areas)||2-4 weekdays*|
|NSW, VIC, ACT (Rural Areas)||3-5 weekdays*|
|QLD, SA & WA (Metro Areas)||3-7 weekdays*|
|QLD, SA & WA (Rural Areas)||4-7 weekdays*|
|QLD & WA (Far North Areas)||8-11 weekdays*|
We’ll let you know once your rug is on its way with a consignment number designed to let you track its progress.
For your convenience, we can deliver your order to an address other than your billing address. This option is offered when you reach the checkout.
Please note that your invoice receipt will be sent to your billing address ONLY. For your security, we may also send an email requesting confirmation of the order before dispatching your goods to an alternative delivery address.
Please use the Special Instructions section at the checkout, to give us any instructions which will help to ensure that your order reaches you without delay.
Our courier partners do offer 'ATL' (Authority To Leave). This means that you may have them leave the rug somewhere safe if you will not be at home at time of delivery. Once the rug has been delivered to you, we are unfortunately not able to assist in the event of your rug being stolen or going missing.
We recommend that you vacuum your rug regularly to keep it clean and to help prevent the pile of the rug from flattening. If you have purchased a wool rug or long pile shaggy rug we recommend using a suction only vacuum cleaner, do not use a vacuum cleaner with a spinning brush head. Most light dirty marks can be cleaned with a damp cloth. Do not machine wash or dry clean your rug (unless the label on the back of the rug instructs that you can do so).
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.
Unfortunately, items are occasionally damaged in transit. If rug(s) arrives and the packaging or the rug(s) itself is clearly and significantly damaged –
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.
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 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.
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.