Shipping and return

Products not held in our warehouse are ordered directly from the manufacturer and shipped as soon as they are ready. Average lead time: 7-21 business days, shown on each product page and detailed brand by brand below. All orders remain trackable and monitored.

Mixed orders. When an order contains both in-stock and made-to-order items you can choose a single shipment (dispatched once everything is available) or a partial shipment (in-stock items first, with a small extra transport cost for the second parcel). Let us know in the order message.

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

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

We select the most suitable courier for each shipment based on season, destination and type of goods, relying on DHL, UPS, FedEx, TNT, GLS and BRT.

If you prefer a specific courier, tell us in the order message and we will do our best to accommodate you.

DAP (Delivered At Place): prices are net of VAT; duties, taxes and charges are borne by the recipient at customs clearance.

Parcels returned to sender: if a parcel cannot be delivered or cleared through customs, or if the customer refuses or does not collect it, the goods come back to us. In all these cases the customer is responsible for:

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

If you exercise your right of return within the 30 days allowed, the return shipment to Italy is entirely at your expense. The original outbound shipping cost and any duties or customs charges applied by Italian customs when the goods re-enter Italy are deducted from the refund.

All purchase contracts concluded through this website are governed exclusively by Italian law. For anything not expressly regulated here, reference is made to the Italian Consumer Code and the relevant EU regulations. For consumers residing outside the European Union these terms are governed by Italian law, without prejudice to any mandatory local consumer protections. Any dispute falls under the exclusive jurisdiction of the Court of Rimini, Italy.

Diffusione Luce srl is not liable for delays or non-delivery caused by force majeure, customs procedures, natural events or circumstances beyond its reasonable control. For international shipments the customer is responsible for compliance with local import regulations and for paying the duties and taxes required by the destination country.

• Available once a minimum order value is reached, for products within standard size and weight limits and depending on the destination.
• Below the threshold, or for bulky items needing a lot of protective material, a handling and packaging contribution applies, always shown at checkout.
• It is a minimum amount, lower than the real cost of the service, covering only part of the expense, and it may change with periodic carrier rate adjustments.

Some products with exceptionally large dimensions or packaging require additional shipping costs, for example vehicles with a tail lift, special handling or other logistical requirements.

Any surcharge is calculated automatically and always displayed in the cart before you confirm and pay.

• Products in the original box, complete with accessories and inner packaging.
• Perfect condition: unused, unaltered, no writing or foreign labels.
• Adequate packaging for the return journey.

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

Examples, without prejudice to your statutory rights:

• Lamps that have been tampered with, modified or used.
• Limited editions, given their exclusive nature.
• Murano glass and artisan made-to-order items: we can evaluate a replacement with goods of equal or greater value.
• Customised or made-to-measure products (Art. 59(1)(c) of the Consumer Code).
• Items with a damaged but repairable component: we supply the original spare part needed to restore the product.
• Returns missing components or the original packaging.

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

• Timing: within 14 days of the notice of withdrawal; the refund may be withheld until the goods are received or proof of shipment is provided.
• Method: same payment method used for the purchase, unless otherwise agreed and with no extra cost to you (Art. 56 of the Consumer Code and applicable EU consumer rules).
• Extra-EU duties and charges: not refundable when the return is not attributable to Diffusione Luce srl.

In the event of a manufacturing or conformity defect we guarantee repair or replacement under Articles 128-135 of the Italian Consumer Code, after our technical department and the supplier verify the defect. The return is handled either by direct collection or replacement through a courier we arrange, or by refunding the return shipping cost you paid.

The warranty excludes damage not attributable to original manufacturing faults: installation not compliant with the manufacturer's instructions, improper or negligent use, tampering, unauthorised technical work, lack of maintenance, or external events such as impacts, voltage surges and water infiltration. In these cases you can still request a paid repair quotation where technically feasible.

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

After order confirmation we promptly forward the order to the supplier or start procuring materials, incurring costs that cannot always be recovered if the order is cancelled later. Any amount withheld is documented and communicated to you, based on how far the order has actually progressed.

Customised 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 an exchange for products of equal or greater value, where there is a genuine need.