Terms of Sale

1. Ordering

You can place an order at any time through our website. After checkout you will receive an order confirmation email with your order details, estimated production and delivery dates, and payment summary.

Please review the confirmation immediately. If anything is wrong — shipping address, quantity, finish, size, or configuration — contact us as soon as possible at contact@casalolalights.com.

Casalola fixtures are made to order in our own workshop. Production begins about two days after your order is placed. Once production has started, changes may not be possible, which is why we ask you to review your confirmation carefully.

2. Cancellations

Standard catalogue pieces can be cancelled free of charge within 2 days of placement, before production begins.

Once production has started, the piece is being made for your order and free cancellation no longer applies. A cancellation fee reflecting the materials and work already committed is deducted from the refund; we will tell you the exact amount before you confirm the cancellation. Orders that have already shipped cannot be cancelled and follow the returns policy below.

Custom and personalised pieces — any non-catalogue colour, size, shape, finish, drop or configuration — cannot be cancelled or refunded once the blueprint has been confirmed and production has begun, except in the case of a defect, which is covered by the warranty.

To cancel, email contact@casalolalights.com with your order number.

3. Payment

We accept all major credit cards, PayPal, Apple Pay, Google Pay, and Shop Pay. Payment is collected once, in full, at the time of ordering. Casalola does not store card details and has no subscriptions or recurring charges.

All prices shown include tax. There are no hidden fees at checkout.

4. Product Specifications & Handmade Variation

We build every lamp for your destination, including voltage, plug type and the applicable electrical configuration (for example, 110–120V for the US). This is done automatically based on your shipping address.

Because our products use natural materials — alabaster, marble, travertine, hand-blown glass, linen, rattan — each piece has unique veining, texture, and colour variation. No two pieces are identical. This is a feature of the material, not a defect. Product images are representative but your piece will have its own character.

Every lamp is bench-tested lit before dispatch. Certification is stated per product: CE documentation is available on request, and fixtures shipped to the US are supplied with UL-listed drivers and LED components. See our Certifications & Compliance page for details.

Before dispatch you may request a video of your actual finished lamp, lit and working, free of charge.

5. Shipping & Delivery

Free worldwide shipping on all orders. Every shipment is fully insured and packed in reinforced wooden crates designed to protect fragile materials during transit.

Production time and transit time are separate. Each product page states both for that item. As a general guide, standard pieces take 2–3 weeks in production, followed by 1–2 weeks in transit for smaller pieces and 3–4 weeks by sea for fixtures over 120 cm. Custom and artisanal pieces take about two months to delivery.

These are estimates. Your order confirmation email will include a specific estimated delivery date for your order. If there are any changes to your delivery timeline, we will notify you by email.

Tracking: You will receive tracking information once your order ships. Some orders travel through multiple transit stages (workshop to warehouse, warehouse to logistics partner, then to your address), so tracking may update in steps. If anything looks unclear, contact us and we will give you a live update.

6. Returns & Refunds

We offer a 30-day return window from the date you receive your order.

If your item is defective, damaged, or incorrect: We cover return shipping. You receive a full refund or a free replacement — your choice. Contact us with photos within 30 days of delivery at contact@casalolalights.com and we will arrange everything.

If your item arrived in perfect condition but you changed your mind: Returns are accepted within 30 days. Items must be unused, undamaged, and in their original packaging. Return shipping is at the buyer's cost. Once we receive the item and confirm its condition, we will process your refund to the original payment method. Please allow 5–10 business days for the refund to appear.

Lost packages: If your order does not arrive, we will send a free replacement or issue a full refund. If the order is not delivered within 90 days of shipping, we automatically refund.

What is not eligible for return: Sale items marked as final sale at the time of purchase. Custom-made or modified pieces produced to your specific dimensions, colour, shape or finish requests, except in the case of a defect.

How to start a return: Email contact@casalolalights.com with your order number and the reason for return. Our team will respond within 24 hours with instructions. Please do not ship items back without contacting us first — unauthorized returns may be delayed.

7. Custom Orders

Many of our products can be customized: rod length, cable drop, finish, size, and configuration. If you need something adjusted for your space, email contact@casalolalights.com with your requirements and we will respond with a quote and production timeline. A blueprint is sent for your confirmation before production begins.

Custom orders are made specifically for you. Once the blueprint is confirmed and production has begun they cannot be cancelled and are not eligible for change-of-mind returns.

8. Warranty

All Casalola products come with a 2-year warranty covering manufacturing defects. If something goes wrong with your lamp due to a defect in materials or workmanship within 24 months of delivery, contact us and we will replace or repair it at no cost.

The warranty does not cover damage caused by improper installation, modification, or normal wear.

9. Customer Service

Email: contact@casalolalights.com
Phone: Available Monday to Friday, 9:00 AM – 5:00 PM (Rome time)

We aim to respond to all emails within 24 hours. For urgent matters, call us directly.