Delivery & White-Glove Service

Delivery is quoted worldwide, and the honest phrasing matters: rather than publishing a country list with asterisks, we quote each destination specifically. The overwhelming majority of enquiries, across Europe, the Gulf, Asia-Pacific, North America and beyond, can be served with door-to-door or agent-based delivery; a small number of destinations carry practical constraints (remote access, import restrictions on certain goods, or freight routes that make small orders uneconomic) and we say so at quotation rather than after payment. Give us your country, city and postcode in the enquiry form and the delivery section of your quotation will name the method, the route and what is and is not included for your address.

From five real inputs: the piece’s dimensions and weight (stone freight is priced on both), the crate it needs, the freight method and route to your destination, the delivery service level at your end, kerbside, to-the-door, or placement, and any access constraints such as stairs, small lifts or restricted streets. This is why the site carries no flat shipping rates: a travertine tray and a marble dining table to the same address are entirely different freight problems. Your quotation itemises delivery separately from production so you can see the split, and where two service levels are realistic for your address we quote both and let you choose.

The destination country charges them, and the receiver pays them unless your quotation explicitly states otherwise. Import duty, VAT/GST and customs processing fees are set by your country’s rules, calculated on the declared value and category of the goods, and collected at import, we cannot waive them and do not hide them inside vague “all-in” pricing. What we do instead: your quotation states clearly whether it is quoted with duties and taxes excluded (most common) or included for your destination, we prepare accurate export documentation so customs clearance is clean, and where useful we indicate the typical charge basis for your country so the landed cost is a calculation, not a surprise.

It depends on the route and method, and your quotation states it for your destination rather than this page guessing. The structure is consistent: sea freight is the economic default for heavy pieces and is measured in weeks port-to-port plus clearance and final delivery; air freight is dramatically faster and dramatically more expensive, viable for smaller objects; and consolidated shipments for project orders follow the project’s schedule. Two timing truths worth planning around: customs clearance time varies by country and season and is outside anyone’s promise, and final-mile booking for heavy pieces adds days at the end. If you have a fixed date, an installation, an opening, give it in the enquiry and we plan the chain backwards from it.

Expect a solid timber export crate with handling marks from a real journey, scuffs on a crate are normal; damage to it is evidence. Before signing anything: photograph the crate on the vehicle and on the ground, note any visible impact, crushing or punctures on the delivery document in writing, and if damage is significant, open in the driver’s presence where practical. Then unpack per the included guidance, photograph the piece as it emerges, and check surfaces and edges within the inspection window stated in your terms. This is not bureaucracy for its own sake: freight claims live and die on delivery-time documentation, and thirty seconds with a phone camera protects your remedy completely.

You document it, we resolve it, in that order, quickly. Note the damage on the delivery paperwork, photograph the crate and the piece where it sits, keep all packaging, and contact us within the inspection window in your terms with the images and your order reference. From there the remedy is matched to the damage: minor edge or surface injuries are often professionally repairable on site to an invisible standard, stone is more repairable than most materials, while structural damage leads to replacement of the component or piece under the claims process, with freight insurance engaged where applicable. What kills claims is silence and discarded packaging; what makes them straightforward is the delivery-day photo set described above.

Often yes, but only when the access is planned before the piece ships, which is why the quotation form asks about lifts and stairs directly. A stone dining top that fits a freight lift is a routine delivery; the same top up four flights of stairs is a specialist two-to-four-person carry that must be booked, priced and sometimes redesigned around (splitting a base, reducing a one-piece top to two). Give honest measurements at enquiry: lift door and cabin size, stair widths and turns, doorway heights. Where access is genuinely marginal we say so and propose options, component splits, hoisting, or kerbside delivery with your contractor completing the move, rather than sending a crew to discover the problem.

Short holds around a renovation or fit-out schedule can usually be arranged, tell us the situation at enquiry or as soon as your programme moves, and we will confirm what storage is available for your order, for how long, and at what cost if the hold is extended. The practical guidance: it is far better to delay dispatch than to deliver a stone piece into an active construction site, where dust, trades and temporary storage cause more damage than any freight journey. For project orders we routinely sequence production and dispatch against the fit-out programme so pieces arrive in the installation window, not before it. Terms for storage and delayed dispatch are stated per order rather than assumed.

It depends on the service level you choose, and your quotation names it explicitly so there is no doorstep negotiation. Kerbside delivery brings the crate to street level at your address, appropriate where your own contractor takes over. To-the-door adds movement into the ground-floor entrance. Placement service, where available for your destination, brings the piece to the room, unpacks it and positions it, including simple assembly such as setting a top on its base. Heavier or connected pieces, baths, plumbed basins, always end with your contractor’s trades for connections regardless of service level. If you are unsure which level you need, describe the address and the piece and we will recommend one.

Transit cover is arranged as stated on your quotation, read that line rather than assuming, because the arrangement varies by route, method and order. Where cover is included, the quotation says what it covers and the claims steps mirror the inspection guidance above: delivery-day documentation, photographs, retained packaging, prompt notice. Where a client arranges their own freight or nominates a forwarder, common on trade and project orders, responsibility transfers as defined in the shipping terms for that order, and we hand over with condition photographs at the point of transfer. Either way, the piece leaves us photographed and inspected, so the condition at dispatch is always on record.