Shipping and return

1) Tracking & monitoring

All shipments are insured and trackable via our partner couriers. When your order ships, you’ll receive an email with a tracking link to follow it in real time, or you can check it from your account dashboard.

2) Coverage & insurance

We ship insured parcels worldwide. Our affiliated couriers can reach virtually any country or region. To see the final price, simply add products to your cart.

3) Costs & delivery times for in-stock products

We offer fast, secure and trackable shipping across the EU and to Extra-EU countries. Fees include order handling, packaging and transport, with transparent, competitive rates. Thanks to extensive international shipping experience, Diffusione Luce optimizes logistics, also splitting goods when useful to save time and cost, always complying with customs regulations.

4) Items not in stock

Products not available in our warehouse are ordered directly from the supplier and shipped as soon as ready.
Average delivery time: 7–21 business days (indicative and shown on the product page). All orders remain trackable and monitored; our support team is available for updates and assistance in case of delays.

5) Delivery, re-deliveries & storage

• Delivery to the specified address or to a partner pick-up point (if selected).
• If absent, the courier reschedules the delivery for the next business day. When available, you can manage re-delivery via the tracking link sent by email.
• Delivery attempts: up to 2; then the shipment is stored (about 7 days).

6) Packaging & fragile items

Each order is prepared with the utmost care, using quality materials to ensure product safety during transport.

For particularly fragile or large items, we may use wooden crates or custom special packaging. If the crate is not provided by the manufacturer, the special packaging may involve an additional cost based on volume, agreed with the customer after purchase.

Our priority is always product safety and customer satisfaction, with transparent service and dedicated support at every stage of shipping.

7) Goods check & signed reserve

8) Extra-EU — duties, delivery terms & returns

• DAP (Delivered At Place): prices are net of VAT; duties, taxes and charges are borne by the recipient at customs clearance.
• Returns to sender: if customs clearance/pick-up fails → return and inbound customs costs are at the customer’s expense.

9) Mixed orders & partial shipments

For both in-stock and not-in-stock items we offer two shipping options to meet your needs:

• Single shipment: the order is sent in one go, once all items are available.
• Partial shipment: upon request, we can ship in-stock items first. The second shipment may include a small additional transport cost.

Our team can advise the fastest option based on supplier lead times.

10) Processing days & cut-off

Orders are processed and dispatched Monday to Friday (business days). Purchases made after 12:00 are processed on the next business day.

11) Legal Notes

These conditions are drafted in accordance with Articles 49 (pre-contractual information), 52–57 (withdrawal), 56 (refund timing/methods), 59, letter c (exceptions – customized or on-request goods), and 128–135 (legal warranty) of Legislative Decree 206/2005 – Italian Consumer Code. Applicable Law and Jurisdiction: All purchase contracts concluded through this website are governed exclusively by Italian law. For all matters not expressly regulated herein, 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 shall fall under the exclusive jurisdiction of the Court of Rimini, Italy.

12) Warranty & Defects of Conformity

All products are covered by the legal warranty of conformity (Articles 128–135 of the Consumer Code). Customers must report defects within 2 years of delivery, attaching photographic documentation and a description of the issue.

CONTACTS

You can count on us at any time: whether you need to track a shipment, report a return or modify an order, our support team is here to help.

ORDER STATUS

Besides the confirmation email, you’ll receive updates for key status changes (Ordered from supplier, Being prepared, Shipped) so you’re always informed. You can also check progress from your account panel using your login credentials.

Order status legend:

• Payment accepted: payment received; order confirmed.
• Awaiting payment: order received but payment not completed. After payment it switches to “Payment accepted”; otherwise the order may be cancelled.
• Payment under review: verifying receipt (e.g. bank transfer).
• Being prepared: order sent to the warehouse for picking & packing; for bulky/fragile goods preparation can take more than 24–48 h.
• Shipped: label created and parcel handed to the courier; tracking activates after the first scan.
• Partially shipped: only part of the order has been dispatched.
• Awaiting restock: waiting for availability/confirmation from the supplier.
• Arriving from supplier: out-of-stock items ordered from suppliers and in transit to our warehouse.

RETURNS

SHIPPING COSTS

SHIPPING TIMES IN DETAIL

How long does delivery usually take?

If the product is in stock:

Items available in stock and ordered before 12:00 are usually shipped the same day or the next day. Estimated delivery in 24–48 hours (Italy). During peak periods (e.g. Christmas, Black Friday or sales), shipments may experience slight delays.

If the product is not available:

Items not in stock are ordered directly from the manufacturer, so delivery takes longer. Below is an overview of estimated average lead times by brand. For partially available orders, you may request a partial shipment with any balance due.