Shipping Policy

How long an order takes

Every order has two stages. The total is the two added together.

• Handling, up to 20 business days. Most of our catalogue is made to order, so the piece is built by our supplier after you buy it, in the finish and size you selected. Handling covers that build, plus quality checking and protective packing for stone and glass.
• Transit, up to 20 business days. Time in the hands of the carrier, from dispatch to your door, including customs clearance.

Allow 25 to 40 business days in total, which is roughly 5 to 8 weeks. The same window applies wherever you are.

On average, an order takes around a month to arrive. The window above is the outside case rather than the expectation, and most orders land comfortably inside it. They are estimates either way, not guaranteed delivery dates.

Where orders ship from

We are a retailer, not a manufacturer. Most of our catalogue is sourced from Radilum, a lighting manufacturer and exporter, and orders are fulfilled and shipped from their facilities in China rather than from Toronto. That is why the lead times above run to weeks. Full detail is on our Sourcing and Suppliers page.

This also affects returns. A returned piece travels back to the same facility, which means a change of mind return is an international shipment at your cost. Please read our refund policy before you order.

The Luccio line ships faster

The Luccio line is held in stock rather than built to order, so there is no build to wait through.

• Dispatched within 3 days of your order.
• Arrives within 10 business days, about 2 weeks, wherever you are.

Where a product page states its own lead time, that time applies to that piece and takes precedence over everything above.

Shipping cost

Shipping to you is free, with no minimum order, to every country we ship to. Return shipping is a separate matter and is covered in our refund policy.

Where we ship

Canada, the United States, the United Kingdom and Australia.

Tracking

Tracking begins when handling ends and your piece is dispatched. On a made to order piece most of the wait happens before that, so there is a period after ordering during which no tracking exists yet. This is normal and does not mean anything has gone wrong.

You will receive a shipping confirmation email containing the tracking number and a link to follow it at the moment your order is dispatched.

Long haul freight often goes several days between tracking scans, particularly between leaving origin and clearing customs. A quiet period in tracking is normal and does not mean an order is lost.

Customs, duties and taxes

Because orders ship internationally, they may attract import duties, taxes or customs charges in the destination country. These are set by the destination country, are not included in the price you pay us, and are your responsibility as the recipient. Customs processing can also add time that is outside our control.

Delivery addresses

Please check your delivery address carefully at checkout. We are not able to redirect an order once it has been dispatched, and orders returned to us because of an incorrect or incomplete address are treated as returns under our refund policy.

Returns

You have 10 days from delivery to have a return on its way back. That is a single window and it applies whatever your reason, including a piece that arrived damaged or faulty.

Returns go to our supplier's facility in China, not to our Toronto address. On a change of mind return you pay that international shipping, and on a lighting fixture it is a significant cost. Where a piece is faulty, damaged in transit or not what you ordered, we cover the return in full. Contact us before shipping anything back. The full terms are in our refund policy.

Questions about an order

Write to us with your order number and we will tell you which stage it is in. We answer 10am to 6pm Eastern, seven days a week.

Sijie Wang, operating as Elio Marchetti
50 Ordnance Street, Toronto, Ontario M6K 0C9, Canada
support@eliomarchetti.com
226 868 8380