Shipping and return methods

Products not available in our warehouse are ordered directly from the manufacturer and shipped as soon as they are ready. Average lead time: 7-21 working days, shown on each product page. All orders remain tracked and monitored.

Mixed orders. If your order contains both in-stock and made-to-order items you can choose between a single shipment (dispatched when everything is available) and a partial shipment (we send the in-stock items first, with a small extra charge for the second parcel). Let us know in your order message.

• Delivery to the address provided or to a partner pick-up point, if selected.
• If nobody is available, the courier reschedules delivery for the next working day; where supported, you can manage redelivery from the tracking link.
• Delivery attempts: up to 2, after which the parcel is held in storage for about 7 days.

Every order is packed with quality materials. For particularly fragile or oversized items we may use wooden crates or custom packaging: if the crate is not supplied by the manufacturer, special packaging may involve an additional cost, calculated on volume and agreed with you after purchase.

For each shipment we choose the most suitable courier based on season, destination and type of goods, working with DHL, UPS, FedEx, TNT, GLS and BRT.

DAP terms (Delivered At Place): prices exclude VAT; duties, taxes and charges are paid by the recipient at customs clearance.

Returned parcels: if the parcel cannot be delivered or cleared through customs, or the customer refuses delivery, the goods are returned to us. In these cases the customer remains liable for:

• outbound and return shipping costs;
• duties, taxes and customs charges on both legs;
• any handling or storage fees applied by the carrier or customs authorities.

If the customer exercises the right of return within the 30-day period, return shipping to Italy is entirely at their expense. The original shipping costs and any duties charged by Italian customs on re-entry of the goods are deducted from the refund.

During busy periods, processing and delivery times may be longer. Our team works to stay as punctual as possible and will notify you of any delays.

Some areas carry a surcharge because couriers apply higher costs for logistical difficulty. The cost is added automatically based on the destination postcode at checkout, with no surprises at confirmation.

• It applies once a minimum order value is reached, for products within standard volume and weight limits and depending on destination.
• Below the threshold, or for bulky items requiring extensive protective materials, a handling, packaging and processing contribution applies, always visible at checkout.
• This is a minimum amount, below the real cost of the service, which only partly covers our expenses and may vary with courier rate adjustments.

• Products in their original box, complete with accessories and inner packaging.
• Unused condition: no use, tampering, writing or foreign labels.
• Adequate packaging for return transport.

Under Art. 57 para. 2 of the Consumer Code the refund is reduced by the diminished value of the goods where the product shows handling beyond what is necessary to establish its nature and functioning: missing or damaged packaging, missing accessories, signs of installation or use. Each case is assessed individually.

Examples, without prejudice to statutory protections:

• Lamps that have been tampered with, altered or used.
• Limited editions, due to their exclusive nature.
• Murano glass and made-to-order artisan products: we consider replacement with goods of equal or higher value.
• Personalised or made-to-measure products (Art. 59 para. 1 lett. c Consumer Code).
• Items with a damaged but repairable component: we supply the original spare part for repair.
• Returns missing components or the original packaging.

Unauthorised returns or refused deliveries are sent back to the sender. Diffusione Luce srl is not liable for damage or loss of unauthorised returns.

• Timing: within 14 days of the withdrawal notice; the refund may be withheld until the goods are received or proof of shipment is provided.
• Method: the same payment method used for the original transaction, unless otherwise agreed, at no extra cost (Art. 56 Consumer Code).
• Non-EU duties and charges: not refundable where the return is not due to our error.

In case of a conformity or manufacturing defect we guarantee repair or replacement under Articles 128-135 of the Consumer Code, subject to verification of the defect by our technical department and the manufacturer. The return can be handled by collection or direct replacement via a courier arranged by us, or by refunding the shipping cost paid by the customer.

Excluded is damage not attributable to original manufacturing defects: installation not in line with the manufacturer's instructions, improper or negligent use, tampering, unauthorised technical work, lack of maintenance or external events (drops, power surges, water ingress). In these cases a paid repair quote can still be requested, where technically feasible.

Cancellation requests must be submitted in writing from your customer area or by email:

Request a cancellation by email

Once an order is confirmed we promptly forward it to the manufacturer or start procuring materials, incurring costs that are not always recoverable if the order is cancelled later. Any amount withheld is always documented and communicated, based on the actual progress of the order.

Personalised or made-to-measure products: once production has started, cancellation is not possible, except by specific agreement with Diffusione Luce srl.

We remain available to find alternative solutions, such as exchanges for goods of equal or higher value, where there are genuine needs.