Frequently Asked Questions
In the unlikely event that we have sent you a wrong item, please contact us at email@example.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, one of our lovely Casa team members will get this sorted for you immediately.
During transportation, accidents can happen. You can rest assured that we are here for you. If you received a damaged item, please report it to firstname.lastname@example.org within 48 hours of receipt with photos(s) that show the damage to 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 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.
Please contact us at email@example.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 friendly customer support team will attempt to make the order modification for you, as long as your order has not already been shipped.
All orders are processed in USD. If you are using a credit card with an alternate currency, the conversion will be done by your bank.
After placing your order, you will receive a confirmation email that includes your order tracking ID and a link to follow your package's journey.
To track your package, please visit our tracking page. Please note that it may take 1 to 3 working days for the tracking information to appear. Thank you for your business.
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 firstname.lastname@example.org within 30 days of receiving your order and we’ll guide you through our hassle free returns policy.
Please note that during Black Friday / Cyber Monday / Christmas Sales, we offer an extended 60-day return window. If you need to return an order placed during this period, please contact us within 60 days of receiving your order, and we'll be happy to assist you with the return process. Thank you for choosing our store.
Yes, we ship all over the world with DHL, FedEx or UPS for free. Casa Di Lumo is not held responsible for any customs duties or import charges.
Due to the large size of most of our 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.
Our express delivery orders are typically delivered within 3-7 business days of placing your order.
For larger items that require sea freight, the delivery time is usually within 25-35 business days of placing your order.
Please note that during peak seasons or holidays, there may be delays in delivery times beyond our control. In such cases, we'll do our best to keep you informed and minimize any inconvenience caused.
We currently use DHL, Fedex and UPS to provide free express worldwide shipping. The shipping carrier is selected depending on your shipping address.
If the package has not yet been shipped, we can attempt to modify the address before it is dispatched. However, if the package has already been shipped, we can attempt to reroute the item to your updated shipping address, but this will require coverage of the shipping adjustment.
This happens because we value the working time, shipping expenses and other resources that we have invested when dispatching the first item to you.
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.
If you have any further questions, please contact us at email@example.com
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 the respective shipping carrier using the information provided to you by tracking your order.
If you have any further questions on how to do this please reach out to our customer support team at firstname.lastname@example.org
Casa Di Lumo is always committed to ensuring outstanding 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 value.
Our high quality LEDs that are used for all of our lighting products have a general life expectancy of 50,000+ hours. If you use any of our lighting products for 10 hours a day, our product will last for at least 13+ years.
Our electrically-powered products come with plugs that are compatible with the US, AU, UK, and EU standards, making them safe for use worldwide.
You can rest assured that our products are designed to meet global compatibility standards and operate safely in any part of the world.