OUR POLICIES
Delivery & Shipment
Your order will be shipped on average within three working days after receipt of your payment unless otherwise reported.
Delivery takes place via TML. This takes about 2 to 5 working days.
We are not liable for any damage, loss or other problems during shipment. We are doing our utmost to prevent these possible problems.
Free shipping to Belgium, The Netherlands, Luxembourg.
Please also read our general terms and conditions to be fully aware of the functioning of the website.
General Use & Care Instructions
Be careful when opening the package as to not cut into the rug! Always use scissors, never a knife or cutter knife.
At the time of delivery, any visible defects (e.g. damaged, ripped, smashed packaging) should be noted immediately on the transport document. Please take photos and send them to info@cocono.com.
Be sure to unwrap the rug directly upon reception. If you wish to store your rug, it is very important that the original packaging is opened to enable any residual moisture to evaporate. Do not stack or place heavy objects on the rug to prevent folds or deformations.
All Limited Edition rugs are subject to thorough quality control checks during and after production. Inspect the goods immediately upon reception and check the product reference, the colour, the dimensions. Visible defects need to be reported immediately to us.
Do not use the damaged rug: used or installed products cannot be returned!
Your remarks will be handled quickly and carefully.
In case of return, the rug should be rolled back onto the roll and protected by the original plastic.
Return & Exchange
Our belief is that everyone should be able to try our products at home – and to change their mind about them. That's why our return policy allows you to return any Floorissimo product to us – opened or unopened – within 14 days of purchase.
You can send us your exchange or return request online by e-mail via info@cocono.com. You must enter your e-mail address for verification purposes.
The items that you have purchased through us can be exchanged or returned without giving any reason and this during 14 days from the delivery. You pay the costs yourself.
In case of return, as soon as Floorissimo has received the rug in good condition, rolled onto the roll and protected by plastic, she will refund the amount within 30 days to the account number of the customer. The refund - less the fixed cost for drop off returns, as the case may be - will always be made via the same payment method that you used to pay for your purchases.
Characteristics of our handmade rugs
Our rugs are handmade however, they can present the following manufacturing variations, which are not considered faults or defects:
The rug or the borders of the rug are not flat: If your rug is not perfectly flat when you unroll it, or if the borders of the rug are wrinkled, let it lie flat for at least 24 hours before placing any furniture on it. It will naturally flatten out and return to its original shape.
Shedding:
Rugs made from natural cut fibres are often subject to pilling or shedding and may produce fluff during six months to a year after first use. This phenomenon is caused by loose fibres, that remain in the rug after the manufacturing process and come out little by little. This is not a defect, but a common and normal peculiarity that will diminish over time. You should vacuum your rug properly by following our “DO’S” tips.
Be careful if you have underfloor heating, as it can result in an increased risk of pilling because of dehydration of the fibres. Maintain the right humidity of 50-70% to avoid this.
Furniture marks on the rug:
When furniture or chairs have extremely thin or tapered legs, their weight is concentrated on a small area of the rug, which accelerates the normal aging process and causes indentations in the rug. Office wheelchairs are also to be avoided: they can leave marks or cause extreme friction. We do not guarantee their rugs against indentations or premature use when the rug is not specifically meant for this usage.
Our advice: always use coasters or place protective caps/coasters under each leg. They will redistribute the weight of the furniture so that it is not concentrated on one small area. This will also avoid rug dents and tearing out of the yarns when moving the furniture. Coasters are inexpensive, and they are available in a wide variety of materials. Please do not use rubber caps as these may damage the rug. If your furniture has wheels, use a coaster under each wheel. Rounded end caps or ball-shaped studs should be removed from chair legs when they are smaller than the chair legs.
Colour:
Our products are made from natural fibres. Every effort is made to ensure minimal colour variation from one dye lot to the other. However, some variation, which remains within manufacturing tolerances, can occur.
Fading:
Placing a rug in direct and continuous sunlight can cause fading. Rotate your rug regularly to minimize damage. Consider sun protection such as screens to minimize fading risks.
Colour shading: Areas of the rug may appear to have changed colour when the fibre is oriented differently. This is a natural effect of pile rugs and cannot be avoided.
Sticking out:
Bits of yarns may occasionally protrude from the surface of the rug. This is a characteristic of the type of weave and hand tufted rugs, not a manufacturing fault. You may carefully trim or push the yarns through to the back of the rug. Do not pull them out !
Manufacturing tolerances:
Natural fibres such as sisal, seagrass, wool, linen, cotton, silk may present some irregularities in their spinning and weaving. Such irregularities are inherent to the natural beauty of woven fibres and are completely within manufacturing tolerances.
Privacy policy
We respect the privacy of visitors to the website and ensure that the personal information you provide us with is treated confidentially. Personal data is processed in a way that is in accordance with the requirements of the Personal Data Protection Act.
Collection, recording and processing of data
We collect, record and process personal data from our customers. Certain data must be explicitly communicated, such as for the use of certain parts of the website, the purchase of a product, participation in a competition, the creation of an account, etc.
Other data is collected automatically by 'cookies' and other systems/applications that collect information (such as IP address, use of the site, language and type of browser, etc.).
The data communicated, either explicitly or by automated means, are entered and processed in the database of Floorissimo, Chaussée d'Aalbeke 284 b, 7700 Mouscron with VAT-nr BE0412.872.481. Floorissimo is responsible for processing the personal data collected through the website and/or other channels and monitors the processing carried out by other parties at her request.
The data is automatically accessible to other possible companies of Floorissimo.
Use of your data
You guarantee that the information you provide is correct and complete. The communication of incorrect data or data belonging to third parties may result in the user being temporarily or permanently denied any access, in whole or in part, to the products and services of Floorissimo.
When purchasing items from our webshop, you must identify yourself before you can proceed to purchase. This allows us to support you in case of technical or other problems and provides Floorissimo with an insight into your profile and interests through your use of this login.
We may use your information to contact you directly, by mail, telephone or electronically, such as via email or SMS. With electronic communication you have the possibility to unsubscribe for future electronic communication.
Your data (with the exception of sensitive data such as political and religious beliefs, etc.) may be used for the sale and promotion of products and services and to keep you informed of our offers.
Personal data such as name, first name, street, house number, bus number, postal code, place of residence, telephone number will not be passed on to other companies.
Floorissimo is in no way liable for the use that third parties make of your data.
Click behaviour and visitor data
On the website, general visitor information is kept up to date. In this context, in particular, the IP address of your computer, any user name, the time of retrieval and data sent by a visitor's browser can be recorded and used for statistical analyses of visitor and click behaviour on the website, as well as to optimise the functioning of the website.
We try to anonymise these data as much as possible. These data will not be passed on to third parties.
Google Analytics
We use Google Analytics to track how users use the Website and how effective our AdWords ads at Google search result pages are. The information obtained in this way, including the address of your computer (IP address), will be transmitted to and stored by Google on servers in the United States. Please read Google's privacy policy for more information, as well as Google Analytics' specific privacy policy.
Google will use this information for the purpose of evaluating the use of our website, compiling reports on the website and providing its advertisers with information about the effectiveness of their campaigns. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google's behalf. We have no influence on this. We have not allowed Google to use the analytics information obtained for other Google services.
Facebook and Instagram
This site contains buttons to promote or share pages on social networks Facebook and Instragram. These buttons are realized by code provided by Facebook and Instagram itself. This code places, among other things, a cookie (see cookie policy).
Please read the Facebook and Instagram privacy statements (which may change from time to time) to see what they do with your personal information that they process with this code.
Newsletter
We offer a newsletter with which we want to inform interested parties about news regarding Floorissimo, our services and related matters. Your e-mail address will only be added to the list of subscribers with your explicit consent. Each newsletter contains a link that allows you to unsubscribe. The subscriber base of the newsletter is not provided to third parties.
Coockie policy
Floorissimo uses cookies to make your browsing experience easier and more enjoyable, and to better tailor the content of the site to your needs and preferences. You may refuse the installation of cookies, but some parts of our site may not work or may not work optimally. If you visit our site without changing your cookie settings and click on the "continue" link, we will assume that you accept the installation of cookies.
What is a cookie?
A cookie is a text file that a website's server places in your computer's browser or on your mobile device when you visit the website. The cookie contains a unique code that allows you to recognize your browser during a visit to the website (a so-called 'session' cookie) or during subsequent, repeated visits (a so-called 'permanent' cookie).
Cookies can be placed by the server of the website you are visiting or by partners with whom this website cooperates. A website's server can only read cookies that it has placed itself, it has no access to other information that is on your computer or mobile device.
Cookies are stored on your computer or mobile device in the folder of your browser.
The content of a cookie usually consists of the name of the server that placed the cookie, an expiry date and a unique number code.
Cookies generally make the interaction between the visitor and the website easier and faster and help the visitor to navigate between the different parts of a website. Cookies can also be used to make the content of a website or the publicity on a website more relevant to the visitor and to adapt it to his or her personal taste and needs.
What cookies does Floorissimo use?
1. Functional cookies
Functional cookies are cookies that are strictly necessary for the functioning of the website. We use a functional cookie when you log in. This cookie ensures that you remain logged in as long as you surf on floorissimo.be.
2. Website settings
These cookies store your preferences in order to make the website more user-friendly. For example: a cookie that keeps track of the choice you made on the homepage, a cookie that keeps track of whether you have already been asked to take part in a survey so that we do not always submit the same survey to you, and a cookie that keeps track of whether or not you have clicked on the cookie warning. These cookies are not strictly necessary for the functioning of the site.
3. Anonymous and third party analytics cookies
These cookies analyze the users of our website. For example: how many visitors come along, which pages were viewed, ...
Third party analytics cookies are placed by third parties who provide tools for analyzing the users on our website. Google Analytics is a well-known example of this.
4. Third party tracking cookies
These cookies are placed by facebook when you view an item on our website. The purpose of tracking cookies is to collect information about users, their surfing behaviour and interests. When you surf, certain websites may recognize that cookie and display personalized ads and targeted online advertising
How can you manage your cookies. On http://www.aboutcookies.org/ you will find the method used to refuse cookies for the most frequently used browsers.
You can delete the already installed cookies from your computer or mobile device at any time.