FAQ
Orders & Customization
Are your pieces made to order?
Yes. Every piece is hand-carved in Turkey after you place your order, in the standard sizes and finishes shown on each product page. Please allow 4–6 weeks from order for delivery.
Can I customize the size, shape, or finish?
Yes. Custom sizing and configurations are available on most pieces — contact us at info@velmorastone.com with your specifications and we'll confirm feasibility and pricing.
What finishes do you offer?
Most pieces are available in Honed Matte, Polished, or Brushed finishes. Availability can vary by product.
Shipping & Delivery
Where do you ship?
We ship to the United States and Europe (EU, United Kingdom, Switzerland and Norway). Shipping is free on all orders, and customs duties and import taxes are included. For other countries, please contact us at info@velmorastone.com.
How long does an order take?
Delivery takes 4–6 weeks from the date of your order, including hand-carving, finishing, careful packaging, and shipping to your door. You'll receive tracking information as soon as your order ships.
Will I be charged customs duties or import taxes?
No. All orders to the United States and Europe ship DDP (Delivered Duty Paid) — we cover customs duties and import taxes, so the price you pay at checkout is final.
Returns & Damages
What if my order arrives damaged?
Contact us at info@velmorastone.com within 14 days with photos of the item and its packaging. We recommend photographing or recording a short video while unboxing, as this helps us process your claim faster. We'll make it right at no cost to you.
Can I return an item if I change my mind?
Yes. Any piece ordered in a standard size and finish from our product pages can be returned within 14 days of delivery. Customers in the EU, UK, Switzerland and Norway can also withdraw from their purchase within 14 days of delivery without giving a reason. Please email info@velmorastone.com before sending anything back so we can share the return address and packing instructions. Items must be unused, uninstalled and in their original packaging, and return shipping costs are the customer's responsibility. See our Refund Policy for full details.
Can I return a custom piece?
Pieces made to your personal specifications — such as custom dimensions, custom faucet hole configurations, or finishes not offered on the product page — are made uniquely for you and cannot be returned. This does not affect your rights if an item arrives damaged or defective.
Can I cancel my order?
Yes, free of charge within 24 hours of placing it, before we select your slab and start carving. Customers in the EU, UK, Switzerland and Norway can cancel at any time before the order ships. Cancel from your account or email info@velmorastone.com.
Care & Installation
Is installation included?
No. Plumbing and hardware installation are not included. We recommend hiring a licensed plumber or installer for setup.
How do I care for my marble or travertine piece?
Natural stone is porous, so use a pH-neutral, non-acidic cleaner and avoid harsh chemicals. Wipe up spills promptly and consider periodic sealing to help protect the surface.
Is it normal for veining and color to vary?
Yes. Every piece is cut from natural stone, so variation in veining, color, and texture is expected and is not considered a defect.
Still have a question? Email us anytime at info@velmorastone.com.