FAQs

Product Care

How to clean marble?

To clean marble use Fila floor cleaner.

If Fila floor cleaner is not available then use a soft moist cloth for cleaning on a daily basis. Mild detergents can be used to clean the surface of the marble when it appears too dusty. This will instantly give it a glow which will last with regular cleaning. Although Makrana marble doesn't stain very easily, still Spills (gravies, milk, coffee etc) should be immediately cleaned up with a moist cloth.

For polishing the surface, regular car wax can be used .The instructions are as follows:

  • Warm the car-wax a little.
  • Place it on the table surface.
  • Take a soft muslin cloth and twist it into a bun.
  • Gently rub the wax onto the surface of the marble in circular motion.
  • Continue rubbing for 15 minutes or until the surface is evenly polished.
What if the semi-precious stones come out?

The stones used as inlays are delicate by nature. Hence, rough use , excess heat or abrasive liquids can at rare times lead to popping out of the stones. You can use epoxy in these cases and set the stones back in their place.

What to do if marble surface becomes rough overtime?

Polishing the marble table every 6 months in case of regular use (example dinner table) and once a year in case of irregular use (e.g. side table, vase table) will ensure that the surface remains smooth.

How to handle marble products?

While it can take rough use, it should however be handled with care.

What not to put on marble?

Even though marble is a very durable stone, it still needs to be protected from certain household items to retain its pure whiteness e.g. harsh detergents, acids, paint etc. The protective finish we provide can prevent damage from general household food materials and products but regular polishing is advised for further protection.

Can marble be put outside?

Marble statues of animals and humans have long since decorated the many palace gardens of European palaces. Buildings such as The Taj Mahal and The Leaning Tower of Pisa have withstood the test of time. Thus marble is a weather resistant stone and can be used outdoors. Marble tables with semi-precious stones should however be protected from direct rain and sunshine. They are an ideal garden furniture under the garden umbrella. Always place a sheet of glass on the marble table surface . It will protect the marble better.

Will the colour fade with time?

The colour may turn slightly yellow overtime which is perfectly natural for any kind of white marble whether kept indoors or outside. Yellowing is a property of the marble but Makrana marble resists yellowing much longer than other types.

How do I care for my alabaster product?

Use dry cloth to clean alabaster products. Under no circumstance should a moist cloth be used.


Shipping

In-stock orders

In-stock orders typically ship in 2 business days. During high volume periods (October – March), your order could be delayed additional days from our normal commitment period of 14 business days but we are working as fast as we can to get your order to you. Orders placed on weekends will ship on Monday. In order to give you the best shipping rates, some items may be sent in separate packages, especially wooden stands.

For Australia, wooden stands are sent in separate packages due to the fumigation rule of the Australians customs and border control. The wooden stands are sent after the original order.

All our facilities and personnel adhere to high Covid-19 safety standards so you can be assured of a safe delivery.

Custom made orders

We can customize any design for you in marble. For custom orders, the time period for delivery is the same as 14 business days from the date of pickup of the parcel from our premises.

Process of custom order usually follows as such:

Step 1 Design given by you. It can be a photo, a 3D drawing or just a rough sketch on a piece of paper. We discuss on the phone the best shape for your design.

Step 2 Partial advance payment by you based on mutual agreement to start the project

Step 3 Your design sketched by hand by a master artist. You can make modifications here as well should the design not meet your vision.

Step 4 Semi-precious stones cut and shaped by artists according to the design

Step 5 Semi-precious stones placed on top of the marble to show the look. At this time the stones are not inlaid. This is the second time where any modification in the design can be made should you want it. Minor modifications are not charged.

Step 6 Your approval

Step 7 Semi-precious stones inlaid in the product and the piece is polished

Step 8 Photo of the completed product emailed to you for approval

Step 9 The product is now packed

Step 10 Balance payment done by you via bank transfer or credit card

Step 11 Product shipped to you via international courier partners such as FedEx and DHL

The time taken to complete this process depends on the size and the intricacy of the design hence, it can vary from 10 days to a month. Throughout the process, we will be at your service to make it as enjoyable for you as possible.

You can focus on the vision and let us take care of the rest.

Paperwork on Importation

While most countries do not have any paperwork to be filled out by the importer (you), some countries have processes in place to ensure that the product purchased by you is for personal use, not commercial.

For our USA clients:

If the product is sent through FedEx, you will be required to send FedEx 3 forms so that your product is released from customs:

  1. Form 5106
  2. Work of Art Declaration
  3. Lacey Act Form / PPE

These forms are required for custom clearance at the USA border so that your country ensures that you are an American national and that the items are for your personal use and not commercial use.

We pre-fill these forms on your behalf and send them to you before your article reaches customs.

What you need to do: 2 steps

Step 1 Please open form 5106 attached and fill the following two boxes. It will less than 10 seconds:

Box 1B: Tax ID/EIN or Social Security Number in the format XXX-XX-XXXX

Box 4: Signature

Save the form.

Step 2 Send the 3 forms from your email ID to the local FedEx office and they will immediately release your parcel.

That is all that is required from your end. Your product will shortly be delivered to your doorstep.

What is the mode of transportation for couriered items?

The mode of transportation depends on the weight and the volume of the article. Heavier articles such as big tabletops are generally sent by sea. From there the land transport takes over in case they have to be home delivered as indicated by the client at the time of placing the order. Lighter articles are usually delivered by air.

How do I track my product?

Once we receive the order, we will inform you via e-mail about the progress of the delivery. We will notify you as soon as your shipment reaches the required port mentioned by you in the order.

In how many days will I receive the items?

Seaport shipment: 4 weeks - 10 weeks. By Air: 10 - 15 days

Is my product insured?

Yes, in case of home/air delivery and seaport delivery the product is insured to 110% of its value. Personally hand-carried product is not insured and is the responsibility of the customer himself/herself.

Till where is my product insured?

Your product is insured till your doorstep in case of home delivery and till the seaport in case of nearest seaport delivery, as indicated earlier by you at the time of placing the order.

Which courier companies do you use?

We use both air and sea freight. The companies we work with are:

  • By Air: DHL, Federal Express, UPS
  • By Sea (Delivered to the nearest Seaport): Quick Silver
What happens if my purchased item is damaged?

If the marble breaks during shipment (in case of home delivery) then we will replace the whole or part of it as required as it is under insurance . Please notify us as soon as you open the packaging and do not throw away the packaging material. An insurance inspector will survey the entire packaging material and broken product. You can then claim your money back for the product.

In case of a seaport delivery. We are liable for insurance only until the seaport. The customer has to arrange for transportation from the seaport to his/her home and will be solely responsible for the product during this time.

If the piece breaks while being hand-carried by the customer then we will not be held responsible for it.

Minor replacements such as the lattice work can be replaced on request.

Is my purchase eligible for free shipping?

Certain countries in the world are eligible for our free shipping program. If your shipping destination is any of the following countries, you do not have to pay extra shipping charges but you will have to pay your own country’s custom duty and import charges to your government. See our Tax on importation (VAT/GST) section below for more information..


Returns

What is your returns policy?

Marble is strong and durable but also delicate if handled incorrectly. Due to the delicate nature of our products, we take extreme care to pack the articles so that they reach you in perfect condition.

Since the articles require specialized packing, we do not accept returns since there are high chances of these articles being damaged during international transit.

We therefore request you to have a conversation with us before purchasing if you are not sure about your purchase.

We assure you the highest quality items with genuine semi-precious stones.


VAT / GST

VAT / GST rates on import

Please note that the product imported will attract customs duties and Value Added Tax (VAT)/ Good and Services Tax (GST) from your government. These taxes are national taxes that are levied on international import on the importer( you).

The World Customs Organisation (WCO) has a Harmonic System of Nomenclature (HSN/CN) that categorizes all products that are manufactured giving each an HSN code. With the advent of GST in India in 2018 , we are following the same categorisation method now.

Since we are a pure handicrafts firm representing artists who do original work, our inlaid articles come under the HSN/CN code 9702.0000 and sculptures fall under the HSN/CN code of 9703.0000. These HSN codes are universal codes that identify our products as eligible for a reduced rate of VAT/GST as opposed to the standard rate in most countries.

These codes are for "Works of Art" that consist of not only paintings but also engravings/sculptures in ANY MATERIAL.

The custom duties and VAT/GST applicable in various countries on importation of our goods under this HSN/CN number are listed here for your kind perusal. In most cases our products are completely duty EXEMPT (0%) with a reduced VAT/GST being applied.

Therefore, you enjoy significant savings when purchasing these works of art.

For any further information regarding customs duty/VAT/GST, please contact us.

Do I have to pay any taxes or duties at the customs?

Most of the countries in the world have import duties on foreign products. You may be required to pay the custom duties as dictated by your country's policy. Generally these are very nominal amounts and are altogether exempt in some countries. Please contact us for further information on this.

VAT / GST rates by country

Any other questions? Email us.

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