Shipping and return

1) Tracking and monitoring

When your order ships, you’ll receive an email with a tracking link. You can check the status at any time.

Track your shipment

2) Delivery times

  • Italy (in stock): 24–48h from payment (Calabria and Islands excluded).
  • EU: average 3–7 business days.
  • Non-EU: varies by country and customs checks.

Orders placed after 12:00 → processed on the next business day.

3) Seasonal peaks

Note: during Christmas, Black Friday and Sales periods, processing/delivery times may be longer.

4) Items not immediately available

Products not in our warehouse are ordered from the supplier and shipped as soon as available. Indicative lead time: 7–21 days (non-binding; shown on the product page).

5) Costs, VAT & duties

  • Italy: €6.99 — free > €150. Remote areas: +€12
  • Cash on delivery (COD): +3% (min €5)
  • EU: VAT of the destination country
  • Non-EU (DAP): prices exclude VAT; duties/fees payable by the recipient

6) Delivery, re-deliveries & holds

  • If you are absent, the courier will reschedule for the next business day.
  • Attempts: up to 2; then the parcel goes on hold (~7 days). Any hold/release/re-delivery costs are at the customer’s expense.
  • Address change after shipment: possible only if allowed by the courier, and may incur additional costs.

7) Packaging & fragile items

  • Reinforced packaging; for fragile items we may use wooden crates or special packing.
  • If the crate is not the manufacturer’s, special packing may involve extra costs (based on volume; agreed after purchase).

8) Goods check & signature with reservation

Important: check the parcel immediately upon delivery. If there is any anomaly, sign with a specific reservation (e.g. “package damaged”) and take photos/videos.

Damage report: within 3 days of receipt to resi@diffusioneshop.com.

9) Non-EU – duties, terms & returns

  • DAP terms: duties, taxes and customs charges are payable by the recipient upon clearance.
  • Return to sender: if customs clearance/pick-up fails → return costs and re-import customs fees are charged to the customer.

10) Mixed orders & partial shipments

For orders containing both in-stock and non-stock items:

  • Single shipment: we ship when all items are available.
  • Partial shipment: on request; the second shipment may involve an extra cost.

11) Processing days & cut-off

  • Shipments: Mon–Fri (business days)
  • Cut-off: orders after 12:00 → processed the next business day
  • Holidays/closures: August and December may extend manufacturers’ lead times

12) Returns, order withdrawal & cancellations

Right of withdrawal (30 days) ›

The customer may withdraw within 30 days from delivery (Italian Consumer Code, arts. 52–57).

Refund: within 14 days of the withdrawal notice; we may withhold the refund until goods are received or proof of shipment is provided.

Return procedure ›

Account holders: Customer panel → Return & Order Cancellation → choose the order and items.

Guest: use the returns page. The return authorization is sent after approval by the returns office (business days).

Acceptance conditions ›
  • Products in the original box, complete with accessories and internal packaging.
  • Intact condition: no use/tampering/writing/foreign labels.
  • Proper packaging for the return transport.

If there are signs of use or damage, a proportional deduction may apply for restoration/depreciation.

Made-to-order / on-request items ›

For customized goods or products made to customer specifications, the withdrawal exception applies (art. 59, letter c). For standard items ordered from suppliers, statutory withdrawal rules apply.

13) Check shipping costs

Italy & United Kingdom ›
AreaConditionsNotes
Italy€6.99 · Free > €150Remote areas +€12; COD +3% (min €5)
United Kingdom£5.99 for orders ≤ £300 and <100 volumetric kgOver threshold/weight: calculated rate
EU (specific free-shipping thresholds) ›
CountriesFree-shipping thresholdNotes
Austria, Belgium, France, Germany, Netherlands, Luxembourg, Monaco≥ €180 (excl. taxes)Base rate varies by weight/volume
Other countries / Zones (≤1.5 kg) ›
ZoneCountriesCost (≤1.5 kg)Free threshold
0Switzerland€15€500
1Canada, United States€24$1000 (<50 kg)
2Denmark, Finland, Greece, Ireland, Portugal, Spain, Sweden€18€250
3Bulgaria, Croatia, Estonia, Latvia, Lithuania, Poland, Czech Rep., Romania, Slovakia, Slovenia, Hungary€20€350
4Albania, Belarus, Bosnia and Herzegovina, Gibraltar, North Macedonia, Moldova, Montenegro, Russia, Serbia, Ukraine€30€600 (<50 kg)
5Andorra, Cyprus, Liechtenstein, Malta, Norway, Türkiye€26€500 (<50 kg)
6Argentina, Australia, Bahrain, Brazil, Chile, China, Colombia, South Korea, Egypt, UAE, Japan, Hong Kong, India, Indonesia, Kuwait, Malaysia, Mexico, New Zealand, Dominican Rep., Singapore, South Africa, Taiwan, Thailand…€32€1500 (<50 kg)
7Armenia, Georgia, Iceland, Israel, Kazakhstan, Morocco, Nepal, Tunisia, Venezuela, Vietnam…€50€1600 (<50 kg)
8Saudi Arabia, Qatar, Uruguay, Panama, Peru, Maldives…€39€2000 (<50 kg)

14) Lead times by brand (indicative)

Average lead times when the item is not in stock; during peak seasons or closures (August/December) they may be longer.
See the full brand list ›
Ai Lati Light 1–2 weeks
Aldo Bernardi 2–3 weeks
Ares 1–2 weeks
Aromas 1–2 weeks
Artemide 1–2 weeks
Artemide Archi. 2–4 weeks
Astep 2–4 weeks
Astro Lighting 2–3 weeks
Attralux 1–2 weeks
AVG 2–4 weeks
Barovier & Toso >12 weeks
Bega 2–4 weeks
Beneito Faure 1–2 weeks
Boluce 1–3 weeks
Bomma 2–4 weeks
Bot Lighting 3 days – 1 week
Brokis 2–4 weeks
Buzzi & Buzzi 2–4 weeks
Cabur 2–3 weeks
Cariboni 1–3 weeks
Catellani & Smith 2–3 weeks
Cattaneo 1–2 weeks
Codiceicona 1–2 weeks
Cini & Nils 2–4 weeks
Colors LED 1–2 weeks
Cooper Eaton 1–2 weeks
Daylight Italia 1–2 weeks
DCW 2–3 weeks
Deltalight 2–4 weeks
Diomede 2–4 weeks
Digimax 1–2 weeks
Disano 1–2 weeks
Duralamp 1–2 weeks
Diesel 2–4 weeks
Driade 5–8 weeks
Eclettis 1–2 weeks
Esedra 2–4 weeks
Esse-ci 1–2 weeks
Estiliz 1–2 weeks
Exenia 1–3 weeks
Fabbian 2–4 weeks
Fael 1–3 weeks
Fai Srl 3 days – 2 weeks
Faro 1–2 weeks
Flos 1–2 weeks
Flos Architectural 1–3 weeks
Fontana Arte >3 weeks
Foscarini 2–4 weeks
Fumagalli 1–3 weeks
Gallotti & Radice
General Electric >4 weeks
Growish >4 weeks
Gufram 1–3 weeks
Helvar 2–4 weeks
Il pezzo mancante 7–8 weeks
Ideal-lux 1–2 weeks
Iguzzini 1–3 weeks
Ingo Maurer 2–4 weeks
ISYLUCE 1–2 weeks
Ivela 1–2 weeks
Karman 2–4 weeks
Kartell 2–3 weeks
Kundalini 2–4 weeks
LED's ON 1–2 weeks
Linea Light 1–2 weeks
Louis Poulsen 2–4 weeks
Luceplan >4 weeks
Lumina 2–4 weeks
Masiero 2–4 weeks
Martinelli Luce 1–3 weeks
Moooi 2–4 weeks
Novalux 1–2 weeks
Oluce 1–3 weeks
Osram 1–2 weeks
Penta 2–3 weeks
Perenz 1–2 weeks
Philips 1–3 weeks
Prandina 2–4 weeks
QEEBOO 2–3 weeks
Rotaliana 1–2 weeks
Simes 1–3 weeks
SLAMP 2–4 weeks
Slide 2–4 weeks
Stilnovo 1–3 weeks
Targetti 2–4 weeks
Terzani 3–6 weeks
Tom Dixon 2–4 weeks
Viabizzuno 2–4 weeks
Vibia 2–4 weeks
Zafferano 1–2 weeks
&Tradition 2–4 weeks

15) Contacts

TypeContact
Shipping supportassistenza@diffusioneshop.com
Returns / Damagesresi@diffusioneshop.com
Orders / Cancellationsordini@diffusioneshop.com
Conditions compliant with the Italian Consumer Code – Legislative Decree 206/2005 (arts. 49, 52–57, 59(c), 128–135).