Shipping and delivery

Every piece leaves our studio in València, Spain, packed by hand and sent with a tracked, insured courier. This page explains where we deliver, what it costs, how long it takes and what happens if something goes wrong. It is part of our Terms of sale.

1. Delivery zones and rates

Delivery is a flat rate per zone, shown before you pay. Prices are in euros and include VAT where VAT applies (see section 7).

For several pieces in one order, the highest rate applies once and each further piece adds half of its own rate. You see the exact total at checkout.

Pieces sold on a quote (large sand furniture, floor lamps, commissions) have their delivery cost set in the quote, often with a specialist art and furniture carrier.

We do not ship online orders to the Canary Islands, Ceuta and Melilla (they are outside the EU VAT area: please ask us for a quote), to countries not listed at checkout, or to destinations under EU sanctions, including Russia, Belarus, Iran, North Korea and the areas of Ukraine not under government control. If an order is placed for the Canary Islands, Ceuta or Melilla, we contact you before dispatch and either agree a quote with you or cancel with a full refund. Orders for a destination under sanctions are cancelled and refunded in full.

2. When your piece is dispatched

• In-stock pieces (for example Aureole Sun VXS wall lights): dispatched within 5 working days of your order. If an in-stock piece has just been sold, we tell you straight away and you can choose to wait while we make a new one (4 to 6 weeks) or cancel with a full refund.
• Made-to-order pieces (the U· Collection and other pieces made after you order): dispatched within 6 weeks of your order, most in 4 to 6 weeks. For custom RAL colours, the 6 weeks start when we confirm the colour with you.
• Pieces on request: dispatched by the date in your quote.

We send you the tracking number by email when your piece leaves the studio. Working days are Monday to Friday, excluding public holidays in València.

3. How long delivery takes

After dispatch, delivery normally takes:

The latest delivery date for your order is the dispatch time in section 2 plus the transit time for your zone, unless we agree a different date with you before you pay. Customs inspections, or missing information or unpaid import charges on your side, can add time outside the EU.

If we are late. We tell you as soon as we know. As a consumer, if we miss the latest delivery date, you can give us a reasonable extra period; if we still do not deliver, you can cancel and we refund everything you paid, including delivery. If we agreed before you ordered that a delivery date was essential, you can cancel straight away.

4. Receiving your piece

• Signature. Deliveries are signed for. Please make sure someone can receive the parcel. The carrier needs a phone number for delivery and, outside the EU, for customs.
• Missed delivery. If no one is in, the carrier leaves a notice and tries again or holds the parcel at a local depot for a limited time. If the parcel comes back to us because it was not collected, we contact you to arrange a second delivery. The cost of that second delivery is payable by you, and we tell you the amount before we book it. If we cannot reach you within 30 days, we cancel the order and refund you, deducting only the direct cost of the return to us. Pieces made to your specification are not cancelled: we keep them for you, and from the 31st day we may charge reasonable storage, telling you the amount first.
• Wrong address. Please check your address at checkout. If it was wrong or incomplete, we will try to fix it with the carrier; any extra carrier charge for re-routing or a second delivery is payable by you, and we tell you the amount first.
• Neighbour, concierge or safe place. If you ask the carrier to leave the parcel with a neighbour, concierge, locker or safe place, responsibility for loss or damage passes to you when it is left there.
• Large pieces are delivered to the ground floor or building entrance (kerbside), not to a room of your choice, and are not unpacked or installed. Please check that the piece fits through doors, stairs and lifts, and have help to carry it. Room-of-choice delivery can be quoted on request.
• Installation is not included. Lamps that are wired into the mains (wall lamps without a plug and all pendants) must be installed by a qualified electrician. See Product safety.

5. Damaged or lost parcels

Until you, or the person you name, receive your piece, any loss or damage in transit is our responsibility.

When the parcel arrives, please check the box. If it is visibly damaged, write it on the carrier’s device or delivery note (for example “box damaged, contents not checked”) and take photos.

If the piece is damaged, tell us as soon as possible, ideally within 7 days, with photos of the piece and of all the packaging, and keep the packaging until we confirm. This helps us claim from the carrier. It does not limit your rights: if you are a consumer, transit damage is our responsibility and we repair, replace or refund the piece under your legal guarantee, even if you tell us later.

If your parcel is lost, or tracking stops for more than 5 working days, contact us. We open the investigation with the carrier, which can take up to 30 days. When the carrier confirms the loss, or at the latest when the investigation period ends, we send you a replacement or refund you in full, as you prefer. This does not affect your right to cancel for late delivery under section 3.

6. Orders outside Spain

• European Union. No customs. Prices include VAT, so there is nothing more to pay on delivery.
• Northern Ireland follows EU VAT rules for goods: no import VAT is due there, and prices include VAT as for EU deliveries.
• Outside the EU (and the Canary Islands, Ceuta and Melilla). We ship DAP (Delivered At Place): import VAT or GST, customs duties and the carrier’s clearance or brokerage fees in your country are not included in our prices and are payable by you to the carrier or customs. The amount is set by your country’s authorities, not by us. As a guide only, at the date of this page: the United Kingdom charges 20% import VAT; Switzerland 8.1%; Norway 25%; the United States applies customs duty of around 10% on most EU-made goods plus broker fees; Canada GST/HST; Australia 10% GST. Some countries (for example Brazil, Argentina and India) charge much more.
• Customs declarations. We declare the full price you paid on the customs documents. We cannot mark a parcel as a gift or declare a lower value.
• Refused or unpaid parcels. If you refuse a delivery or do not pay the import charges, the carrier returns the parcel to us or may dispose of it. If you are entitled to a refund, we deduct the return shipping and any duties, taxes and fees the carrier charges us because of the refusal, with receipts. Where the law requires it, we refund the standard outbound delivery.
• Electricity and standards. Our lamps are made for 220-240 V mains and European electrical standards (120 V versions only where we say so). Outside Europe, plugs, voltages and local rules may differ, and some countries require local certification for lighting. If you are ordering a lamp for a country outside Europe, please contact us before you order so we can tell you what applies; lamps must always be installed by a licensed local electrician.

7. VAT and invoices

For delivery in Spain (mainland and Balearic Islands) and the rest of the EU, our prices include VAT at the rate that applies to your order, shown on your invoice. Our prices are the same for every destination. For delivery outside the EU VAT area, the sale is an export: when the export conditions are met, no Spanish VAT is charged on it and your invoice shows the export exemption. Import taxes in the destination are payable by you, as explained in section 6. We send your receipt by email. If you need a full invoice with your company details or VAT number, ask us at any time.

8. Collecting from the studio

You can collect your piece from our studio by appointment. Responsibility for the piece passes to you when we hand it over.

9. Questions

Write to info@rollostudio.com or call +34 614 412 917, Monday to Friday. Please include your order number.