Free Worldwide Shipping | 2-Year Warranty

FAQ

Orders

Received a wrong item?

In the unlikely event that we have sent you a wrong item, please contact us at hello@casadilumo.com promptly with the accompanying information to guarantee that we can get this settled for you rapidly and proficiently:  

- Your order number

- The name of the item you did not receive

- The name of the item you received in it's place

- A clear photograph of the item you have received 

Once we've received the above information, our Customer Support team will get this sorted for you ASAP! 

Received a damaged item?

During transportation, accidents can happen. You can rest assured that we are here for you. If you received a damaged item, please report to hello@casadilumo.com within 48 hours of receipt with a photo that shows the damage of your product(s). Please include your order number in the email. 

Returning the damaged product is not required. Our customer support team will be more than happy to offer you a full, free replacement of the damaged product(s) or a full refund through your original payment method.

Note: We are not responsible for any damage caused to the product due to incorrect use.

Can I change my order?

Please contact us at hello@casadilumo.com right away and provide us with:

- Your order number

- Product you would like to change

- Product you would like to replace it with

Our incredible customer support team will attempt to make the order modification for you, as long as your order has not already been shipped.

Which currency are orders processed in?

All prices are in USD. If you are using a credit card with alternate currency, the conversion will be done by your bank. 

Can I track my Order?

You will receive a confirmation email, containing a tracking ID and a link to follow the journey of your package. To track your package you can visit our tracking page. Please allow 1 to 3 working days for the tracking information to show.

Can I return my order?

We always aim to ensure that our customers love our products, but if you do need to return an order, we’re happy to help. You can simply email us directly at hello@casadilumo.com within 30 days of receiving your order and we’ll guide you through our hassle free return policy!

Shipping

Do you ship internationally?

Yes, we ship all over the world with DHL, FedEx or UPS Express Delivery for FREE! Casa Di Lumo is not held responsible for any customs duties or import charges.

Will multiple products be shipped separately?

Due to the large size of most of our home lighting products, it is common for products to be shipped out separately. If you ordered multiple items, please allow a couple of days for the rest of your order to arrive. 

How long will it take to get my order?

Orders are usually delivered within 3-7 business days of placing your order. Time delays are possible due to the current situation with COVID-19.

What Shipping Carriers do you use?

We currently use DHL, Fedex and UPS to provide free express worldwide shipping. The shipping carrier is selected depending on your shipping address.

Wrong shipping address?

Please note that if the package doesn’t reach you after providing a wrong or incomplete address, we will not be held accountable and will not be able to offer a full refund of your order amount – you are responsible for providing clear and correct shipping & billing information upon placing an order.

In these situations, we can attempt to modify the shipping address to reroute the item back to you, but only if you cover the shipping costs.

This happens because we value the working time, shipping expenses and other resources that we have invested when dispatching the first item to you.

If you have any further questions, please contact us at hello@casadilumo.com

Package lost or stolen?

Casa Di Lumo is not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it please report it to your respective shipping carrier at the information provided to you on our tracking page. If you have any further questions on how to do this please reach out to our customer support team at hello@casadilumo.com

Products

Do you offer product warranty?

Casa Di Lumo is always committed to ensuring great customer service and a positive experience. We are more than pleased to offer our customers a 2-Year warranty on product malfunctions. 

Our Casa Guarantee entitles you to a full replacement or refund of the product unless intentionally damaged.

In the event Casa Di Lumo no longer carries the product, you will be permitted to exchange your piece for another of equal or lesser value.

How long will my product last?

Our high quality LEDs that are used for all of our products have a general life expectancy of 50,000 hours. If you use any of our lamps for 10 hours a day, our product will last for at least 13+ years.

Do your products come with a power plug?

Yes! The scope of delivery for all of our products includes a plug with attachments for US, AU, UK and EU compatibility.

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