FAQ

Orders

How can I order a marble sink, bathtub, or custom stone piece?

Simply explore our collection and choose the design that resonates with you. Select your preferred marble and available options, then submit your details through the “Share your info & we’ll contact you soon” form. Our team will personally reach out to confirm specifications and guide you through the next steps.

Do you accept custom dimensions or bespoke designs?

Yes. Most of our collections support customization. From tailored dimensions to alternative marble types such as Calacatta Viola, Travertine, Carrara, and more, we can adapt the design to your space. Faucet holes, backsplashes, and edge details can also be customized.

What is the estimated production time?

Production timelines depend on the design and level of customization. Custom sinks and tables generally take 4–8 weeks to complete, while architectural pieces like fireplace mantels are typically finished within approximately one month. Shipping time is calculated separately.

Will I receive tracking information?

Yes. Once your order leaves our facility, you will receive shipment details and a tracking number so you can follow its journey.

Customization & Design

Can I personalize size, marble type, or finish?

Absolutely. Many of our wall-mounted and freestanding designs are available in custom dimensions and a wide variety of stones, including Calacatta Midnight Viola, Monet Viola, Aura Viola, Travertine, Carrara, and more. Finishes, faucet configurations, and backsplashes can be adapted to your project.

How do I begin a custom design process?

Share your project details using the contact form on any product page. Our design specialists will connect with you to discuss measurements, stone selection, and design preferences.

Which natural stones are available?

Our stone library includes Calacatta Midnight Viola, Monet Viola, Aura Viola, Grey Viola, Amber Viola, Calacatta Gold, Travertine varieties, Lilac, Elazig Cherry, Elazig Green, Picasso, Pietre Notte, Nero Marquina, Pink Violet, and Carrara, among others.

Can I preview the marble before production?

Yes. We can share visuals from current stone blocks in our workshop as well as examples from previously completed projects, allowing you to understand the marble’s natural movement, tone, and character.

Craftsmanship & Production

Where are your marble products manufactured?

All pieces are handcrafted in Turkey using stone sourced directly from our quarries. Our administrative office operates in Istanbul, while production takes place in Afyonkarahisar and our slab and block facility in Konya.

How long does manufacturing take?

Each item is made to order. Custom sinks and tables usually require 4–8 weeks, while larger architectural elements are completed in roughly one month.

What techniques do you use?

We combine precision CNC cutting with traditional hand-finishing. Every piece is carefully honed or polished by skilled artisans to achieve a refined surface and lasting quality.

Do you use engineered or composite stone?

No. All products are crafted exclusively from natural marble, travertine, and genuine stone materials.

Materials & Marble Selection

What types of marble do you offer?

Our collection includes Calacatta Viola, Carrara, Travertine, Nero Marquina, and many other premium stones. Each slab is unique, and our team can help you choose the best option for your interior.

Are variations in marble normal?

Yes. Natural veining, tonal shifts, and texture differences are inherent characteristics of real stone and are not considered flaws.

Can you help me select the right marble?

Of course. Our specialists are happy to assist via phone, email, or live chat to help you make the best selection.

Shipping & Delivery

When will my order arrive?

After production, smaller items shipped by air typically arrive within 3–4 weeks. Larger items such as fireplace mantels are shipped by sea and usually arrive within 3–4 weeks after dispatch.

Which shipping methods are used?

Smaller products are shipped via insured air freight with complimentary shipping. Larger architectural pieces are shipped by sea freight, securely crated and fully insured.

How can I track my shipment?

Tracking information is provided once your order is dispatched.

Packaging & Breakage Protection

How are products packaged?

Every piece is professionally foam-protected and secured in a custom wooden crate to ensure safe international transport.

Is shipping damage covered?

Yes. In the rare event of damage caused during shipping or a manufacturing defect, we will repair or replace the item at no additional cost.

What should I do if my order arrives damaged?

Please inspect your delivery upon arrival and contact us immediately with photos and a brief description. Our team will assist you promptly.

Are natural marble variations considered damage?

No. Natural variations are a defining feature of authentic stone.

Installation

Can your sinks be wall-mounted or installed on furniture?

Yes. Many of our sink designs support both wall-mounted and vanity installations.

Is installation hardware included?

Mounting brackets, metal legs, and faucets are sold separately.

Do you offer installation services?

We do not provide on-site installation. We recommend working with an experienced stone installer.

Will my cabinetry support the weight?

Marble is heavy. As a reference, 3 cm (1¼″) stone weighs approximately 19 lb per square foot. Most standard cabinetry is sufficient, though larger installations may require reinforcement.

After-Sales Support

How can I reach customer support?

You can contact us by phone at +1 307 216 4137, email at sales@onsmarble.com, or WhatsApp at +90 532 689 68 16.

Do you offer design consultations?

Yes. We are happy to assist with material selection, sizing, and technical questions.

Can I receive maintenance guidance?

Yes. We provide detailed care recommendations to help preserve your marble’s beauty.

Do you supply replacement hardware?

Yes. Replacement brackets, legs, and accessories are available upon request.

Warranty

Is there a warranty?

Yes. Manufacturing defects and shipping-related issues are covered.

What does the warranty include?

The warranty covers production defects. Natural stone variations are excluded.

How soon should issues be reported?

Please notify us within seven days of delivery.

How do I submit a claim?

Contact our support team with your order number, images, and a brief explanation.

Care & Maintenance

How should marble be cleaned?

Use a soft cloth and a pH-neutral stone cleaner. Avoid acidic or abrasive products.

Is sealing recommended?

Yes. Sealers help protect against stains and typically last 3–5 years.

How can I reduce etching?

Wipe spills promptly and avoid acidic substances.

Are honed finishes more sensitive?

Yes. Honed surfaces may show marks more easily than polished finishes.

Is marble suitable for kitchens and wet areas?

Yes, with proper care and maintenance.

Marble Characteristics

Why does my piece differ from photos?

Each marble block is unique, making every finished piece one of a kind.

What is the difference between honed and polished finishes?

Honed marble has a matte surface, while polished marble is glossy and reflective.

Is polished marble slippery?

Yes. Polished surfaces can become slippery when wet.

Does marble age over time?

Yes. Marble develops a natural patina that adds character with use.

What is tumbled marble?

Tumbled marble has softly worn edges and a naturally aged appearance.