Refund policy

RETURNS AND REFUNDS You may request a return for eligible, non-personalised products by contacting us within 14 days of receiving your order. To request a return, email [the.lamp.lady.italy@gmail.com](mailto:the.lamp.lady.italy@gmail.com) and include your order number. Please wait for return instructions before sending the item. Returned products must be sent within 14 days of notifying us of the return. They must be unused, in their original condition and securely packed, preferably using the original packaging. RETURN SHIPPING Unless the product is faulty, damaged in transit or supplied incorrectly, the customer is responsible for return shipping costs and for ensuring that the parcel is adequately insured and traceable. Original standard delivery charges will be refunded where required by applicable consumer law. Additional delivery costs arising from an upgraded or express shipping method are not refundable. PERSONALISED AND BESPOKE PRODUCTS Products made to the customer’s specifications or clearly personalised cannot normally be returned or cancelled under the statutory right of withdrawal. This includes, but is not limited to: • monogrammed or embroidered cushions; • personalised linen towels; • bespoke lampshades; • products made in a fabric, size, finish or configuration selected specifically for the customer. This exclusion does not apply if the product is faulty, damaged, supplied incorrectly or materially different from the agreed specification. VINTAGE PRODUCTS Vintage lamps and decorative objects may show signs of age, wear, patina, small irregularities or previous use. These characteristics will be described and photographed as accurately as possible and do not constitute faults when they have been disclosed before purchase. Eligible vintage products may still be returned within the applicable withdrawal period. This does not affect your rights if an item is materially different from its description or arrives damaged. DAMAGED, FAULTY OR INCORRECT ITEMS If an order arrives damaged, faulty or incorrect, contact us as soon as reasonably possible at [the.lamp.lady.italy@gmail.com](mailto:the.lamp.lady.italy@gmail.com). Please include: • your order number; • photographs of the item; • photographs of the external and internal packaging; • a description of the problem. Do not discard the packaging until the matter has been resolved, as the carrier may require it for inspection. REFUNDS Once the returned item has been received and inspected, we will notify you of the outcome. Approved refunds will be issued to the original payment method. We may withhold the refund until the returned goods have been received or until you provide evidence that they have been sent back, as permitted by applicable law. The customer may be responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product. CANCELLATIONS If you wish to cancel an order before dispatch, contact us immediately. We cannot guarantee cancellation once preparation or production has begun. Personalised or bespoke orders may cease to be cancellable after production has started or materials have been cut, embroidered or otherwise prepared to the agreed specification. CONSUMER RIGHTS Nothing in this policy limits or excludes any mandatory rights available under applicable consumer law.