TERM OF SALES

1) Ordering & order confirmation

You may place an order at any time through our website. After checkout, you will receive an order confirmation email with your order details.

Please review the confirmation immediately. If there is an error (shipping address, quantity, finish, size, or configuration), contact us as soon as possible at contact@casalolalights.com.

Because many items are handmade and/or made to order, orders may enter production quickly.

2) Product specifications & handmade variation

We configure lamps for your destination region when applicable, including voltage, plug type, dimming compatibility, and compliance requirements (e.g., 110–120V US and 220–240V EU/UK/AU).

Many items are handmade. Natural materials (stone, glass, ceramic, metals, finishes) can have minor variations in tone, veining, texture, and small dimensional differences. These variations are normal and do not constitute defects.

If you have strict requirements (exact veining, exact shade, project constraints), contact us before ordering.

3) Pricing, payment & fraud prevention

We accept major credit/debit cards and Klarna (where available). Payment must be received in full before we can begin processing, production, or shipping.

To protect customers and prevent fraud/chargebacks, we may request additional verification for certain orders (for example: billing/shipping mismatch, unusually large orders, or high-risk routing). If verification cannot be completed, we may cancel the order and refund the payment.

4) Shipping, delivery timelines & free worldwide shipping

Free shipping worldwide

We offer free shipping to 200+ countries. There are no international shipping fees.

Processing (production)

Processing time depends on the model and complexity:

• Ready-to-ship: 2–7 business days

• Made-to-order / customized: 7–20 business days

• Complex handmade / bespoke: may require additional time

Your product page includes a Logistics section with the estimate for that lamp. After ordering, we email a ship-by window.

Dispatch & tracking

Once dispatched, you receive a shipping confirmation email with tracking. Tracking may take 2–10 business days to show the first scan depending on carrier and route.

Transit times

Delivery times vary based on destination, customs, and shipment size. Oversized items may ship via freight and may require scheduling.

For full details, refer to our Shipping Policy.

5) USA customers

No taxes. No tariffs. Guaranteed at checkout.

For other destinations, duties/taxes may apply depending on local import rules, unless explicitly included at checkout.

6) 90-day delivery guarantee (automatic refund)

If your order is not delivered within 90 days of dispatch, we will automatically refund the order amount.

The 90 days is calculated from the dispatch date shown in your shipping confirmation email.

This guarantee does not apply if non-delivery is caused by:

• incorrect/incomplete address provided at checkout

• refusal of delivery by the recipient

• failure to complete required customs steps after we provide documentation

• failure to collect after delivery attempts/hold notices

• carrier marks the package “delivered” to the provided address (proof of delivery)

In these situations, we will still assist and provide available reshipment options where possible.

7) Damaged, incorrect, or defective items

If an item arrives damaged or incorrect, contact us within 48 hours of delivery at contact@casalolalights.com with:

• order number

• photos/videos of the item

• photos of the packaging and labels

We will provide, at our option, a replacement, replacement parts, or a refund, including shipping, depending on the case.

8) Returns & exchanges (14 days)

If you are not satisfied, you may request a return or exchange within 14 days of delivery, subject to the following:

Eligibility:

• item must be unused, uninstalled, and in original condition

• returned in original packaging (or equivalent protective packaging)

Return shipping:

• return shipping is the customer’s responsibility unless the item was defective, damaged, or incorrect

Made-to-order / customized items:
Because many items are produced to order, return eligibility may vary. If an item is non-returnable due to customization or bespoke production, this will be stated on the product page or confirmed by our team.

9) Changes & cancellations

Because production begins quickly for many items:

• Before production/packing begins: changes/cancellations may be possible

• After production/packing/shipping begins: changes/cancellations may not be possible

Email us immediately with your order number and request.

10) Customer responsibilities

You are responsible for providing:

• a correct shipping address and reachable contact details

• availability for delivery where signature/scheduling is required (especially freight)

If a shipment is returned to sender due to an incorrect address or failure to collect after delivery attempts, we will contact you to arrange reshipment options.

11) Customer service

Email: contact@casalolalights.com
Hours: Mon–Fri, 09:00–18:00 (Europe/Rome)