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Free worldwide shipping - 14 days return - Free insurance - International guarantee

Frequently Asked Questions

Find answers to your most frequently asked questions about orders, shipments, purchases and deliveries, on site registration and all the services that the site offers.
If you need further assistance, remember that you can always contact our Customer Service at: info@coi-firenze.it.

Placing an order

Can I place an order without having an account or creating it during the checkout process?

Yes, but we do suggest our customers to create an account in order to move through the checkout process faster, store multiple payment methods and shipping addresses, view and track your orders. In addition, creating your account you will get a 20% off on your first purchase. If you wish, you can create your account here.

I have a coupon code, how can I use it?

When you are in your Cart, enter your coupon code in the dedicated field and then click the “Apply coupon” button. Doing so we will apply the due discount and your order total price will automatically be updated.

The item I am looking for doesn’t appear on your website. What should I do?

The item may be not available anymore or temporarily out of stock. Please contact us at info@coi-firenze.it, we will be happy to try and locate the item for you.

The price of an item I had in my cart has changed. What happened?

We adjust the prices of our items from time to time. The latest price will be displayed in your shopping cart.

Where can I review my order details?

Your order history is available in the “My Account” section of our website. If you’re not registered yet, we suggest you to create your account to make your purchasing process easier and faster. Click here to sign up.

I have just made an order online and want to change it, what can I do?

Sorry, but it is not possible to make changes to placed orders.

I have just made an order online and want to cancel it, what can I do?

Sorry, but it is not possible to cancel your order directly online. However, to cancel the order, you can contact our Customer Care by email at info@coi-firenze.it or by phone at +39 055 283970 or +39 055 293424. We will let you know if your purchase can still be removed from our system.

Payment

What payment methods do you accept?

We accept all major credit cards (Visa, MasterCard, American Express), as well as PayPal. If you prefer, you may also arrange for payment via wire transfer by calling our Customer Care at +39 055 283970 or +39 055 293424.

Are my payment and personal data secure?

Yes. We use secure encryption and fraud protection for all credit card transactions. All sensitive data is encrypted using 256-bit Secure Socket Layers (SSL).

Will my payment information be saved in “My Account?”

Yes, you can save your payment method in your account (My Account > Payment method). The details of your credit card will be kept on the servers of Stripe (https://stripe.com), the secure payment service used by our e-commerce.

Will I be charged sales tax on my purchase?

Applicable sales tax may be added for deliveries depending on your shipping country. Go to your Cart to check if some taxes are due. You can also find more information here.

Shipping

What shipping options do you offer?

All shipments will be delivered by courier All shipments will be delivered by courier FedEx.

To which countries do you ship?

We ship worldwide.

How much does shipping cost?

Shipping is worldwide free.

How long after I place an order will my items be delivered?

Delivery is made by courier within 7 working days. Orders placed on Saturdays, Sundays or Italian public holidays will be processed on the next working day. Public holidays in Italy are as follows:

  • 1 and 6 January
  • Easter Sunday and Monday
  • 25 April
  • 1 May
  • 2 June
  • 15 August
  • 1 November
  • 8 December
  • 24-26 December

Can I ship to an address that is different from my billing address?

Yes. In your Checkout page, please select the “Ship to a different address” option and fill the form with your shipping address details.

Are your shipments secure?

Yes. Our items are fully insured during transit. All purchases require a signature at the time of delivery.

How can I track my order?

You may click the link in your shipping confirmation email, or use the “Track your order” service on coi-firenze.com, or log in to your account and click “My Orders”.

Returns & refunds

Can I return products purchased on your e-commerce?

We want you to be delighted with your order.  If you are not satisfied we will accept returns and exchanges accompanied by the original receipt for a refund or merchandise credit within 14 days of purchase. All articles returned in more than 14 days of the date of purchase will be refused. For a gift, merchandise credit will be issued for the full value of the merchandise when accompanied by a gift receipt. All returned items must be in new condition, in their original unaltered box and must include all packing material, manuals and accessories. Once we receive and inspect the product, we will credit your account. All refunds will be issued to the original form of payment. Please allow 5-7 days for a credit to appear on your account.

International orders:  unfortunately, we are unable to offer free shipping on returns and exchanges.  Customs and other taxes on international returns must be fully paid by the customer before the return authorization is granted. We recommend sending the package back with a tracking and insurance method.