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

Cancellation requests received within 48 hours of placing an order are free of charge. After 48 hours and before dispatch, a voluntary cancellation charge reflecting materials or work already committed is capped at 20% of the price paid for the cancelled product. We explain any charge before processing the cancellation. Once an order has been dispatched, the returns procedure applies.

No cancellation charge applies to a valid statutory withdrawal or where cancellation without a fee is required by law. Email contact@casalolalights.com with your order number. The full terms are in our Returns, Cancellations & Warranty Policy.

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.

Express shipping shortens transit; it does not automatically shorten production. Contact us before payment to confirm availability, cost and timing where a project has a fixed deadline. Shipping does not include electrical installation or on-site assembly.

6. Returns & Refunds

Standard catalogue pieces, including standard made-to-order pieces, are eligible for a return request within 30 days of delivery. Voluntary returns must be unused, uninstalled, undamaged and complete with their original packaging, fittings and accessories. A 20% restocking fee on the product price actually paid, plus return shipping, applies.

Genuinely bespoke commissions and items clearly marked final sale before purchase are excluded from voluntary change-of-mind returns. Standard catalogue selections, colour temperature, dimming, cable length or colour, voltage and plug options do not, by themselves, make an order non-returnable.

For a damaged, defective, incorrect or misdescribed delivery, we cover necessary return shipping and provide a free replacement or full refund, including the applicable original delivery charge. Contact us promptly with your order number and, where possible, photographs. The 30-day voluntary return window does not remove later warranty or statutory claims.

If a shipment is lost, we arrange a free replacement or full refund. An order not delivered within 90 days of dispatch is refunded automatically, without limiting any earlier remedy required by law or agreed delivery terms.

Statutory consumer rights take priority. No restocking or cancellation fee applies to an eligible EU or UK statutory withdrawal. For the full eligibility rules, deadlines, refund timing and return instructions, read our Returns, Cancellations & Warranty Policy. That page contains the full returns and cancellation terms summarised here.

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.

Only genuinely bespoke commissions — such as non-catalogue dimensions, specially commissioned materials or finishes, or structural modifications — are excluded from voluntary change-of-mind returns after delivery. Bespoke status is disclosed before payment and recorded in the quotation or order confirmation. A production drawing or selection of ordinary offered options does not, by itself, remove return eligibility. Cancellations and statutory rights follow the policy linked above.

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. These exclusions do not remove protection for an unrelated manufacturing fault. Statutory consumer rights remain unaffected and may continue beyond the warranty.

9. Customer Service

Email: contact@casalolalights.com
Phone: +39 351 587 0892
Monday to Friday, 09:00–18:00, Rome time.

We aim to respond within one business day.