Returns & Exchange Returns & Exchange

For each purchase made, you may request a return within 14 days of receipt of the goods.


In order to obtain a refund of the payment made for the purchase of the returned Products, the Products must be intact and therefore: they must not be broken or damaged; they must not have been used, worn, washed; they must still have the identification tag and the various labels of composition and washing, possibly with the disposable seal; they must be in their original packaging, complete in all their parts (including packaging and accessory documentation). Coin will not make any reimbursement in the event that the Products returned are not intact as described above.


To make a return, you can proceed as follows:


Registered user:

Log in to your account and from your personal area click on "my orders" and go to the order for which you wish to request a return.


Non-registered user:

From the shipping confirmation email click on the link: "Check your order summary here ".


Select the products to be returned

Follow the instructions indicating whether you want to proceed with the return in store or by courier. If you choose to return in store, the store of your choice will be informed.

If you choose to return by courier, you will be sent the return consignment note attached to the Acknowledgement of Receipt of the Declaration of Withdrawal. You can print it out and attach it to the package to be returned.

The Acknowledgement of Receipt of the Declaration of Withdrawal only has the value of confirming that you can proceed with the return. The refund will only take place upon return of the returned goods within the time limit.

In the absence of receipt of the declaration of withdrawal, Coin reserves the right not to proceed with the refund.

As soon as the parcel is returned to us, we will check that your return has been correctly activated through the portal, before the 14 working days have elapsed from delivery and that the return conforms to the declaration. Following a positive outcome of these verifications, we will refund the amount according to the payment method used. 

In the event of a broken or defective product received, you will be required to attach photos proving the defect or breakage at the time of the return request. You will not be required to go to the shop or return

the broken product, unless specifically requested by our Customer Service following the return request.

For orders shipped outside Italy, returns are at the customers' expenses. For any enquiry, please contact our customer service.


The return can take place in the following ways:

a) If you have chosen in-store return, you may return the Products, excluding furniture, furnishing accessories and Christmas trees, at one of the Coin, Coincasa and Coin Excelsior stores indicated below. For this purpose, you will need to present the print-out of the Confirmation of Receipt of the Declaration of Withdrawal.

·       COIN Bari Casamassima

·       COIN Bergamo

·       COIN Bologna Rizzoli

·       COIN Brescia

·       COIN Cagliari

·       COIN Campi Bisenzio

·       COIN Catania

·       COIN Como

·       COIN EXCELSIOR Firenze

·       COIN Genova Teatro Margherita

·       COIN Grugliasco

·       COIN Lecce

·       COIN Livorno

·       COIN Messina

·       COIN Mestre

·       COIN Milano 5 Giornate

·       COIN Milano Cantore

·       COIN EXCELSIOR Milano CityLife

·       COIN EXCELSIOR Milano Corso Vercelli

·       COIN Napoli

·       COIN Padova

·       COIN Piacenza

·       COIN Rimini

·       COIN Roma Bufalotta

·       COIN Roma Cinecittà

·       COIN Roma Centro Commerciale Roma Est

·       COIN EXCELSIOR Roma Cola di Rienzo

·       COIN Roma San Giovanni

·       COIN Roma Termini

·       COIN Sassari

·       COIN Treviso

·       COIN EXCELSIOR Trieste

·       COIN Varese

·       COIN Vicenza

·       COIN EXCELSIOR Verona

·       Coincasa Arezzo

·       Coincasa Ferrara

·       Coincasa Taranto

·       Coincasa Parma

b) If you have chosen to return the Products by means of a forwarding agent in agreement with Coin, the shipping costs will be borne by Coin. 

The Products consisting of furniture, furnishing accessories and Christmas trees cannot be returned to the shops and the shipping costs will always be borne by the Customer, even in the event of return by courier agreed with Coin.


In the event of return by means of the courier contracted with Coin, you can proceed as follows:


To book the collection of the parcel you can:

Call the free SDA toll-free number: 800 160000 The COIN customer code to

the operator is: 946384.

or you can:


Click on the "Book a collection" button and accept the data processing notice to continue.

Enter the sender's data, filling in all mandatory fields (marked with an asterisk) and click on "Next" to continue.

Add the weight of your return by filling in the relevant mandatory field. You can find this information on the return label.

Proceed by clicking on the 'Next' button. Also in this step you will have to enter the consignment note number, which you can find on the return label, and the COIN customer number (946384).

Finally, select the desired date for collection and confirm.

At the end of the operation you will receive a summary e-mail from SDA.

c) You may return your parcel via a forwarding agent of your choice, in which case the shipping costs shall be borne by you.


The shipment should be

addressed to :


Via Dolomiti 10 37050

Vallese di Oppeano

Oppeano (VR)

clearly specifying



The return of furniture and furnishings is always at the customer's expense: you must contact the RHENUS LOGISTICS carrier who made the delivery to collect the parcel, which must be packed in the same packaging in which it was received.

The refund of a return will only take place after all verifications of the returned order have been made and have been successful. These verifications concern the return request period, which must be no later than 14 working days after receipt of the package, and the conformity of the order.

Refunds will be made using the same means of payment used for the initial transaction, unless otherwise expressly agreed with Coin.

If you have paid by cash on delivery, the reimbursement will be made by means of a bank transfer to the bank account that you will be asked to indicate when completing the Return Request.

For orders paid with Giftcard Coin or mixed payment (Giftcard Coin + other payment method), the amount paid with Giftcard Coin will be refunded through the issuance of a new giftcard of the value corresponding to the value of the return eventually paid with giftcard, which will be sent to the email of the person who made the order. The corresponding activation code will be sent to the same email. In fact, the Coin Giftcard does not give the right to cash refunds, as explained in the relevant General Terms and Conditions of Use.  

Refunds of orders paid for by means of the Coin Giftcard or Cash on Delivery will be managed as described above, even if the return is made at one of the authorised Coin, Coin Excelsior or Coincasa shops. 

The reimbursement of Products returned to one of the authorised Coin, Coin Excelsior or Coincasa shops will be managed in the same way as the reimbursement of Products returned via the online form.

Stores cannot refund cash on delivery orders with a cash return, nor issue a gift card to customers, except in cases explicitly agreed with customer service.

Under no circumstances is it possible to exchange - either online or in shop - products purchased online. If the customer wishes to exchange the product purchased, they must proceed with the return and request for reimbursement and then either place a new order online or make a new purchase in shop.

Contact us

Our customer service is ready to help you.