Casalola Reviews 

Reply from Casalola

Sep 16, 2026

### A Note to Our Clients and Future Customers

Casalola is an established international lighting company that has been serving clients for many years.

The relatively small number of reviews on this platform should not be mistaken for a lack of customers, experience, or activity. On the contrary, we believe that building a long-standing business with a low volume of public complaints reflects the quality of our products, our service, and the relationships we maintain with our clients.

We have made a deliberate decision **not to repeatedly email or message our customers asking them to leave reviews simply to increase a platform score**.

We also choose not to upload our clients’ contact details to third-party review platforms for the purpose of soliciting reviews. We take our customers’ privacy seriously, and once an order has been successfully completed, we do not believe they should be repeatedly contacted for the benefit of a ratings system.

Casalola will not participate in a model where a company feels obliged to purchase additional review-platform services or continuously solicit reviews simply to protect or improve its public rating.

Our focus remains where it has always been: **our products, craftsmanship, quality control, customer service and the clients who trust us with their projects.**

If an issue ever arises with an order, we strongly encourage our clients to contact us directly. **Our team is always available and willing to listen, investigate the situation carefully, and work toward the best possible solution for the client.** We believe that genuine customer service means resolving problems constructively, not simply exchanging comments on a public platform.

For anyone considering Casalola and wishing to learn more about our company, our products, an existing order, our manufacturing standards or our customer service, we warmly invite you to contact us directly.

**Call us. Email us. Speak with our team. Ask us questions.**

We will always prefer a genuine conversation with a prospective client over chasing a numerical score on a third-party platform.

**Casalola Team**
[www.casalolalights.com](http://www.casalolalights.com)

Reply from Casalola

Sep 16, 2026

Casalola does not store card details and has no subscriptions; each order is charged once through Shopify Checkout. A second line on a statement is almost always the bank's temporary authorisation hold, released within a few days. Send us the order number and we'll confirm with the processor in writing.

Reply from Casalola

Mar 20, 2026

Dear Heidi,

We understand that waiting for a refund can be frustrating, and we appreciate your patience.

Once a lamp is returned to us, it must first undergo a standard inspection process. Following this, the refund is initiated. The complete process may take approximately 7 or more business days, depending also on your bank’s processing time.

We can confirm that the returned lamp has already been registered in our system for refund processing a few days ago. We kindly invite you to verify the payment method originally used when placing your order, as the refund will be issued accordingly.

We sincerely apologize for the inconvenience and remain at your disposal should you require any further assistance.

Warm regards,
Alessandro
Casalola Lights | Team Italia
Casalolalights.com

Reply from Casalola

Sep 16, 2026

### A Note to Our Clients and Future Customers

Casalola is an established international lighting company that has been serving clients for many years.

The relatively small number of reviews on this platform should not be mistaken for a lack of customers, experience, or activity. On the contrary, we believe that building a long-standing business with a low volume of public complaints reflects the quality of our products, our service, and the relationships we maintain with our clients.

We have made a deliberate decision **not to repeatedly email or message our customers asking them to leave reviews simply to increase a platform score**.

We also choose not to upload our clients’ contact details to third-party review platforms for the purpose of soliciting reviews. We take our customers’ privacy seriously, and once an order has been successfully completed, we do not believe they should be repeatedly contacted for the benefit of a ratings system.

Casalola will not participate in a model where a company feels obliged to purchase additional review-platform services or continuously solicit reviews simply to protect or improve its public rating.

Our focus remains where it has always been: **our products, craftsmanship, quality control, customer service and the clients who trust us with their projects.**

If an issue ever arises with an order, we strongly encourage our clients to contact us directly. **Our team is always available and willing to listen, investigate the situation carefully, and work toward the best possible solution for the client.** We believe that genuine customer service means resolving problems constructively, not simply exchanging comments on a public platform.

For anyone considering Casalola and wishing to learn more about our company, our products, an existing order, our manufacturing standards or our customer service, we warmly invite you to contact us directly.

**Call us. Email us. Speak with our team. Ask us questions.**

We will always prefer a genuine conversation with a prospective client over chasing a numerical score on a third-party platform.

**Casalola Team**
[www.casalolalights.com](http://www.casalolalights.com)

Reply from Casalola

Jan 15, 2026

The lamp you ordered is available in several marble variations. You received the taupe version instead of the light grey one. As an apology, we offered you the option to keep the lamp and still receive the correct version. However, you preferred a refund, and we have proceeded accordingly.

Our customer service team is available by phone Monday to Friday, from 9:00 AM to 5:00 PM (Rome time), or via email. You can expect a response within 1 to 12 hours.

Please rest assured that if the refund has been approved, it is being processed.

Casalola Lights Team

Reply from Casalola

Jan 15, 2026

We could not locate any order under your name. Kindly reach out to our customer service team at contact@casalolalights.com
, and we will be happy to assist you further.

Casalola Lights Team

Reply from Casalola

Updated Oct 13, 2025

Casalola Light is a small Italian business. We specialize in crafting lamps with unique, premium materials. The lamp you ordered is made with authentic Murano glass. As we explained, only the glass is exported to our manufacturing facility; the copper and other components are sourced locally and do not require Murano production. This transparent sourcing keeps Italian artistry at the heart of the piece while allowing us to offer it at about $3,000—rather than the ~$20,000 price you’ll see for similar designs in Milan.
With less than 10 negative reviews over two years on Trustpilot, we’re proud of our track record. We obsess over materials and craftsmanship, and although delays can happen when perfection is the goal, we listen, learn, and continuously refine our process. Thanks for the feedback and we will do better to reduce the delay occured on some unique pieces difficult to realize perfectly.

What happened with your order

You asked to cancel after the lamp had already shipped.

We immediately advised you to refuse delivery so it would return to us automatically for a full refund.

You then emailed stating only one box had been returned and you just needed only one label (the lamp ships in two boxes).

We checked with FedEx and no boxes had reached our facility or was returned.

We wrote back asking you to verify whether one or two boxes were returned and to confirm how many labels you needed, so we could send the correct number of labels to return the full set.

Despite our efforts, you were not cooperative in stating how many labels you needed to finalize the return

You later confirmed you had two boxes, not one. We immediately sent two return labels.

We are still waiting to receive both boxes in order to issue your full refund.

Transparency & policy

We can attach the entire email correspondence to demonstrate our good faith and the accuracy of this timeline.

We do not scam people, do not lie, and do not misrepresent products.

Our 30-day return window applies to this case. We simply need clients to cooperate with the return process so we can recover the lamp our team worked hard to produce and ship.

The lamp was not damaged—as you stated, you did not open the boxes.

Please return both boxes using the return labels we provided. No refund can be processed until the lamp is returned in full via those labels.

We hope for your understanding and cooperation in this matter

Casalola Team

12/10/2025
Mrs. Mora,

Regarding your comments about our origin: CasaLola is a small Italian business, and we take great pride in our authenticity. Milan is the European hub for design and distribution, not a city of factories — this is true for all major Italian lighting brands. Your lamp is crafted with real Murano glass and assembled by skilled artisans following Italian design and quality standards.

A handcrafted piece sold for around $3,000 cannot be fully made in Italy from start to finish — if it were, it would cost over $20,000, as luxury brands do. Calling an unopened lamp “poor quality” simply because part of its assembly occurs in China is unfair and misleading. Many Italian and European brands rely on international craftsmanship while maintaining full control of design, materials, and quality.

We are a small team of artisans and designers, not a large corporation. We work hard to deliver high-quality lighting and resolve every issue fairly, but we cannot accept false or defamatory claims. We choose not to pressure customers for reviews, as we value their privacy and trust. Despite serving clients worldwide for years, we have very few negative reviews. Happy customers rarely leave reviews, and when issues arise, we always do our best to resolve them — as we did by providing two prepaid return labels for your full refund.

If the lamp was returned, kindly share the tracking number, as our DHL labels remain unused.

— The CasaLola Team

Reply from Casalola

Oct 12, 2025

We truly appreciate your review. Your feedback keeps us focused on quality, craftsmanship, and caring service. Thank you for choosing Casalola.

Reply from Casalola

Jan 28, 2025

Dear Leslie,

Thank you for taking the time to share your experience. We sincerely apologize for the frustration you faced when trying to cancel your order. Our lamps are handmade from abaca plant fibers and are often customized to order. Because of this, the production and shipping processes begin quickly, and once a piece reaches certain steps in transit, it can be extremely difficult to cancel or redirect.

We understand how disappointing it must have been to learn that your request could not be processed in time. Although we do our best to accommodate last-minute changes, there are instances—especially for handcrafted items—where the order is too far along to halt or redirect. We also acknowledge that our shipping and tracking updates can sometimes be confusing due to multiple transit stages (from the workshop to the warehouse, then to the logistics partner, and finally onto the plane). We strive to provide accurate and timely updates and are always here to clarify any concerns.

Regarding returns, our policy requires customers to cover the return costs unless the product is damaged in transit, in which case we provide a full refund. We understand how shipping fees can be high, especially for large, fragile items traveling overseas. We are continually exploring new solutions to ease these burdens for our customers.

Above all, we truly value your feedback. It helps us improve our processes and provide better service. Our customer service team is always here to work with you toward a resolution that fits your needs. We hope you will consider giving us another opportunity to serve you in the future. If you have any further questions or need assistance, please don’t hesitate to reach out to us directly.

Thank you again for sharing your experience with us.

Sincerely,

Reply from Casalola

Oct 15, 2024

Dear Ditas

Thank you for your patience and for bringing this issue to our attention. First, we would like to sincerely apologize for the inconvenience and the stress this situation has caused.

We want to assure you that customer satisfaction is our priority, and we are committed to resolving this matter. Based on our records, we have already sent the Giraffe Lamp and the 85% discounted Lamp. However, we have confirmed that the third lamp, which measures nearly 2 meters, encountered an issue during shipment. Due to its size, it was sent via sea freight, and unfortunately, it was lost during transit.

Rest assured, we have already taken action and sent a replacement for the missing lamp. You should have received pictures of the newly shipped lamp, and we are closely monitoring its delivery to ensure it reaches you swiftly. We will continue investigating the issue to prevent this from happening again in the future.

For any further assistance, you can contact us directly at contact@casalolalights.com or simply reply to the order confirmation email you received when placing your order. We typically respond within one business day, and we are at your disposal for any further inquiries or concerns.

We truly apologize for this delay and hope to resolve this for you as soon as possible.

Best regards,
The Casalola Team

Reply from Casalola

Jun 17, 2024

Dear Asqa,

Thank you for reaching out and providing your feedback. We deeply regret to hear about your dissatisfaction with the quality of the product you received and the issues you encountered during the delivery and replacement process. We truly aim for all our products, including the lamp you selected, which is made of high-grade steel, to meet the highest standards of quality and design.

Regarding the damage to the glass lampshade, it was unfortunate that it broke during transportation. We acknowledge that despite our best efforts in packaging and handling, accidents can occur. We had initiated the process to replace the damaged lampshade, but understand that this was halted due to the dispute you opened.

Our customer service team is always available to resolve such issues, offering refunds or compensation to ensure our customers' satisfaction. However, due to the ongoing dispute, we were unable to proceed with delivering the replacement as planned.

We apologize if the information regarding our return policy was not clear. Our intent was never to mislead, and we are taking your feedback seriously to ensure our website accurately reflects our operations and product sourcing.

We are committed to rectifying this situation to your satisfaction and would love to resolve this dispute amicably. If there is anything more we can do to assist you, or if you would reconsider allowing us to send the replacement, please contact us directly
Thank you for your patience and understanding. We value your business and are dedicated to improving our services based on our customers' experiences.

Warm regards,

Reply from Casalola

Jun 17, 2024

Thank you for sharing your concerns, and I’m truly sorry to hear about your disappointment with the lamp you received. We strive to ensure the highest quality in all our products, and the lamp you chose is indeed crafted from high-quality resin, a material we stand behind for its durability and aesthetic appeal.

We understand your concern regarding the cracks reported, which is why we requested additional photos—to ensure we thoroughly understand the issue. Since the damage was not evident from the initial images, we offered compensation as a goodwill gesture while still accepting the return of the product.

It's important to clarify that the lamp you received is specifically designed for the US market, adhering to US voltage and wattage standards. Unfortunately, this means it cannot be directly used or returned for reconditioning in Europe without significant modifications. This is a rare oversight on our part, for which we apologize.

Regarding the return, we realize the instructions to send the product to China might have been unexpected. We are proud of our product and provide the materials and designs from Italy. It is only manufactured or reconditioned in China. Our products are shipped from various global locations based on stock availability, which sometimes includes the factory , for the availability in every sizes colors or possibility to make customization, which cant be done from the Italian offices. We acknowledge this could have been communicated more clearly.

We understand the costs involved in international shipping are significant, and this situation has clearly not met your or our expectations. We are committed to resolving this matter to your satisfaction. As soon as the lamp is returned, we will issue a full refund. Please contact our customer suppor, and we will assist you with the return process to make it as smooth as possible.

We value your trust and are keen to restore your confidence in our brand. Thank you for your understanding and patience.

Warm regards,