FAQs
Shipping
United Kingdom - free shipping
Delivery costs
We offer free and secure delivery with Royal Mail within 2-5 working days in the UK. Delivery time is estimated from the time your order is shipped.
Dispatch
Orders are prepared and dispatched within 24 hours. Orders placed at weekends and on bank holidays are dispatched within 48 hours*.
Confirmation
If you have not received any shipping confirmation within 5 days of your purchase, please contact our customer care.
Returns
You can return or exchange any order within 30 days of receiving it. If you wish to return your items, please contact our customer care.
Modify/Cancel order
If you wish to modify or cancel your order, please contact the customer care team. They will be very happy to assist you with your request.
Help placing your order
If you cannot place your order on our website, our Client Advisors are available to help you with your order.
You can contact them from Monday to Friday from 9 am to 5 pm by email at: contact@copinlondon.com
Creating an account
You can create an account on www.copinlondon.com to help you quickly make online purchases.
You can also:
- consult your order history
- track the delivery of your orders
- exchange or return products
- update your contact information
Pasword reset
If you forget your password, click on "Your account" and then on "Forgot my password". An email will be sent to you to reset your password.
Gift wrapping
Each order is packed in a COPIN LONDON gift box tied with a silk ribbon. Before confirming your order, you will be able to write a personalised message that will be printed on a card, inserted into an envelope and included with your order.
Delivery tracking
You can track the order via customer account, by logging in to your account then clicking on "my orders". Then click on the tracking number to track your order.
You will also receive the same tracking number by email after the order is shipped.
Contact us
Our Client Advisors will be delighted to answer your questions from Monday to Friday from 9 am to 5 pm by email at: contact@copinlondon.com
You can also contact us via contact page by completing the form.
Returns, Exchanges & Cancellation Rights
Where you have purchased the goods or services as a consumer (i.e. for private use as opposed to business use), please note that you are entitled to cancel any contract completed with us within 30 days from the day on which you acquire physical possession of the goods.
Returns and cancellations
On receipt of your notice of contract cancellation, customer service team will confirm receipt. Please add the shipping invoice that you received with your order and include it with your return so we can process your refund promptly. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable service to return your order to us and that you retain proof of sending, in case of a dispute.
All items must be returned unused, in their original condition and from the country that the order was delivered to. We will refund the full value of your order, within 30 days of receiving your notice of cancellation or return of items. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost. Please note you may only use your right to cancel the order under the ICACRs (Information, Cancellation and Additional Charges) Regulations 2013, if you give us formal written notice of cancellation any time after your order has been placed, up until 30 calendar days from the day after you receive your order, by email or post as described above.
Please note that the returns procedure must be followed, and failure to do so may result in us being unable to exchange goods or provide refunds. Also, please be aware that we cannot be held responsible and provide refunds/exchanges on stock affected by circumstances beyond our control.
If you decide to return your products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a tracked delivery service. If returned products are lost or damaged in transit, we reserve the right not to refund any amounts attributable to for such loss or damage.
Exchanges
Please contact customer care team to obtain instructions on how to return the order. If it was returned not as instructed and you used your own delivery method, we will not be able to cover any additional charges e.g. when sender did not pay enough for the postage. The package will be returned back to the sender at their own cost.
If you wish to cancel or return an order pursuant to this clause, then please see our Returns Policy for further details.
Please note that we are unable to help if an item was not purchased directly with us. You will need to go back directly to the store you purchased your item from.
Please be aware that exchanges only apply for items of the same price.