FAQ

Product & Material

Q: Is this real, natural marble?
A: Yes! Absolutely. Every product we sell is 100% genuine natural marble. The unique veining and color variations in each piece are nature's signature and impossible to replicate with artificial materials. This is what gives your product its unique character and value.

Q: Will the marble I receive look exactly like the product photo?
A: As a natural stone, no two slabs of marble are identical. While our product photos are carefully chosen to represent the general color and vein structure of each type, the specific pattern, vein density, and color saturation of your actual piece will be one-of-a-kind. We consider this a feature, not a flaw, as it ensures you receive a truly unique product.

Shipping & Delivery

Q: Where do you ship from?
A: We ship directly from our warehouse in the United States. This means faster delivery times and no surprise import fees for our customers.

Q: How long does shipping take?
A: Most orders are processed within 1-3 business days and delivered within 3-7 business days to addresses in the continental United States.

Q: How is the product packaged?
A: We take packaging very seriously. We use professional, heavy-duty materials to ensure your fragile marble arrives in perfect condition.
Q: Do you offer free shipping?
A: Yes. For now, we are pleased to offer complimentary shipping within the continental United States on all marble products.

Returns & Damaged Items

Q: What is your return policy?

A: We want you to love your purchase. However, if you decide the item isn't the right fit for your space, we accept returns under the specific conditions below.

Important Note on Natural Variations: At Luxury Marble Craft, authenticity is our promise. The photos you see on our website are real images taken directly at our factory, aimed at showing you the true character of the stone.

However, please remember that natural marble is a masterpiece created by the earth, not a machine. Variations in veining, background tone, and texture are celebrated characteristics that make natural stone unique. No two pieces are exactly alike. We hope you embrace these natural variations and enjoy owning a piece of the earth that is exclusively yours.

Please Note: Because these are inherent traits of natural stone, returns based on dissatisfaction with specific veining, color shades, or natural textures are classified as "Standard Returns." If you require absolute uniformity or cannot accept these natural variations, we kindly advise you to purchase with caution.

Return Conditions:

• Eligibility: Items must be returned in their original condition and packaging.

• Return Shipping: The customer is responsible for return shipping costs to our designated US facility.

• Restocking Fee: A 20% restocking fee will be deducted from your refund. This covers the labor cost of unboxing, inspecting, and repacking the heavy stone to ensure it's safe for the next customer.

• Process:

  1. Contact us at LMC@luxurymarblecraft.com to request a Return Authorization and the correct return address. (Note: Please do not send your purchase back without contacting us first.)

  2. Ship the item back using a trackable service.

  3. Once received and inspected (to confirm no damage), we will process your refund minus the 20% fee.
     

Q: What if my order arrives damaged?
A: We stand behind our packaging, but understand that accidents can happen. If your item arrives damaged, please contact our customer service team within 7 days of delivery. You will need to provide photos or video of the damaged product and its packaging. We will then promptly arrange for a replacement or a full refund.

Care & Maintenance

Q: How do I care for and clean my marble?
A:

• Cleaning: Use a soft cloth and a mild, pH-neutral soap. Avoid vinegar, lemon juice, or harsh chemicals.

• Spills: Wipe up spills immediately, especially from acidic substances like wine, coffee, or citrus juice.

• Protection: Use coasters under all glasses and trivets under hot items to prevent etching and staining.

• Sealing: We recommend sealing your marble periodically, especially in high-use areas like kitchens, to enhance its stain resistance.

Q: Does marble scratch easily?
A: Marble is a relatively hard stone but can be susceptible to scratching from abrasives or sharp objects. Using felt pads under decorative items and avoiding dragging heavy objects across the surface will help maintain its finish.

Product Specifics

Q: Are the marble coffee tables and vessel sinks sealed?
A: Our marble coffee tables and vessel sinks are typically pre-sealed with a penetrating sealer for protection. However, for long-term care, we recommend regular resealing based on usage to maintain optimal stain resistance.

Q: How do I install marble tiles?
A: We recommend professional installation for the best results. Marble tiles require specific thinset mortar, a level substrate, and careful handling. Proper sealing after installation is also crucial.