To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at returns@coppermaison.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Delivery fees will be at your cost.

You can always contact us for any return question at returns@coppermaison.com.

Furniture or fragile items 

For larger items such as a chest of drawers, wardrobes or mirrors please email our customer care team to arrange a 2 man specialist delivery team to collect your item, from your home for £49 in the mainland UK. For Isle of Man Customers returns fees to our UK supplier could be £200, depending on the size and weight of the item. Additionally for bespoke items, we will deduct a 20% restocking fee from your refund to help us recover the cost.

Damages and issues 

Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Upon receipt of your order, it is your responsibility to check the items for any damage or faults upon receiving the goods. You will be required to sign confirmation that the goods have been delivered to you in a satisfactory condition. This gives you the opportunity to refuse the goods. 

All damages and discrepancies must be reported within 3 days to notify our customer care team of any fault or damage. If you could photograph any damage or quality issues with a digital camera and email relevant photographs to returns@coppermaison.com. This will help us see the issue and allow us to offer advice if needed and identify any product issues. Please also ensure that you keep any original packaging. This will be required in the case of a collection being arranged, along with sufficient packaging to withstand the delivery journey - failure to do so may leave us unable to refund you.

Please do not attempt to assemble or fix the item yourself or via a third party as this will affect your entitlement to a refund or compensation.

Exceptions / non-returnable items 

Certain types of items cannot be returned, like perishable goods such as flowers, or plants, custom products or special orders &/or personalised items. Please get in touch if you have questions or concerns about your specific item. 

Items which require assembly cannot be returned for a refund or exchanged after they have been assembled. Additionally, we are unable to accept ceiling lights/pendants or wall lighting once they have been installed.

Unfortunately, we cannot accept returns on sale items or gift cards.

This does not affect your statutory rights. If the item becomes faulty we will offer a refund once the item has been returned and inspected.

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

It is your responsibility to ensure that returned items are in perfectly resalable condition and in the original packaging. Failure to do so may result in being unable to issue a refund.