GENERALWhat is the origin of Marmo Concepts?
“Marmo” means marble in Italian. We have manufactured Italian Carrara marble furniture for four decades. In 2021, we started to envision how we could offer our furniture directly to customers. Hence “Concepts” because offering our furniture online is more complex and operationally challenging than we ever thought and without this concept firmly in our minds, we’d not be able to make it a reality.Why should I buy Marmo Concepts?
We are glad you asked. Check out how we differentiate ourselves from everyone else.Do you offer financing?
Yes, we offer financing with consumer-friendly terms to split purchases into four equal installments. During checkout, if eligible, US customers can select the ShopPay option. If selected, customers will be directed to complete the application process. Note that all terms are exclusively between the consumer and ShopPay. Learn more here.How can I care for my new furniture?
Please visit our Care page for the most up to date information.Is there any fine print that I need to be aware of?
We try our best to describe our policies in the simplest possible manner. Since Marmo Concepts is online-only, you cannot touch and feel our products before buying. Therefore, you should read the product descriptions and reviews, see photos and ask us questions via live chat or email before making a buying decision. Keep in mind that marble is a natural stone and variations (sometimes wide) in color and texture are very normal. Finally, since our marble is the highest grade without any added textures, materials or colors, it's very common to see micro cracks and abrasions, sometimes in long lines. These do not affect the strength or longevity of the marble, and not something to be worried about. Please make sure to read our policies and FAQs carefully as your purchase is subject to these terms and conditions without any exceptions. I am an interior designer, can I work with you?
Yes, we are happy to help! Please email us at email@example.com
or send us a message through our Contact Us
page.ORDERSI've placed an order but haven’t received any confirmation.
You should have received an order confirmation email upon placing the order. Make sure to check your promotions or spam folders. Also, consider adding us to the safe senders list to receive our future updates. What is the status of my order?
You will receive a confirmation email when you place the order. With the exception of pre-orders, most orders ship either the same or the next business day. Once we ship your order, you will receive a shipment notification email. If you have not received our emails, check your promotions or spam folders. You can also email us at firstname.lastname@example.org
with any questions about your order. How can I change my delivery address?
If you need to change your delivery address, please respond to your order confirmation email as soon as possible. If we have not shipped your order by then, we’ll be happy to use the updated delivery address. If your order has already shipped, consider calling the shipping carrier directly and ask to update the delivery address if possible. I changed my mind. Can I cancel my order?
If you reach out to us before we ship your order, we can cancel it for a refund less non-refundable 4% financial processing charge. However, if the order has already been shipped, please wait to receive it and ask us to initiate a return. See Exchanges and Returns for more information. Note that once a custom order has entered production, it cannot be cancelled or refunded.SHIPPING Where do you ship to?
We ship to the continental United States and Canada. Shipping to Hawaii, Alaska, and Puerto Rico is currently not available. We reserve the right to change the delivery charges or cancel an order if your address is remote or outside of our carrier's delivery zones. You will be notified regarding the changes before we do so. How much does shipping cost?
We offer tiered rate shipping to the continental United States except for Hawaii, Alaska, and Puerto Rico. Exact shipping charges are calculated based on your delivery zip code during checkout. Please note that additional shipping fees may be applicable if the zip or postal codes are isolated or rural by our shipping carriers. Once shipped, how long will my order take to arrive?
Shipping speed depends on the carrier you choose during checkout. Once your items leave our warehouse, we may not have control over the shipment. We do try our best to ship all orders either the same or the next business day. My order hasn't arrived. What should I do?
If you have not received your order according to the shipping date in the shipping confirmation email, email us at email@example.com
and our team will be happy to help. I've tracked my order and it seems to have been lost, or has already been delivered, but I don't have it. What should I do?
While we strive to provide the best customer experience, sometimes hiccups may occur. We recommend calling the shipping carrier using the information in your shipping confirmation email. Please have your tracking number ready when contacting them. If you can’t get help, email us at firstname.lastname@example.org
. EXCHANGES AND RETURNSI have received a damaged item. Can you help me?
We proudly stand behind the quality of our products. For your convenience, each product is photographed before leaving our warehouse. If you receive a damaged item, please respond to the shipping confirmation email and report the issue to us within 24 hours of receiving your item
. Note that we will NOT make any exceptions to this timeline. It is your responsibility to open and inspect the items upon delivery and we cannot be responsible for any damage resulting from mishandling of the furniture after delivery or carelessness during assembly. You must prove to our satisfaction that the item was damaged when delivered, including verifiable time stamped photos taken within 24 hours of delivery. We will respond within two business days of receiving a damage notification. I have received the wrong item. What can I do?
If you have received the wrong item, please respond to the shipping confirmation email and report the issue to us within 24 hours of receiving your order. We will respond within two business days and send you further instructions via email.I didn't like the item I received. What are my options?
We want you to be satisfied with your Marmo Concepts purchase. If you are unsatisfied with a product for any reason, you can let us know by responding to the order confirmation email within 5 days. Our team will initiate a return or exchange process and notify you of the return shipping address and any other information, if applicable.
You are responsible for arranging and shipping the box(es) back to our warehouse in a safe and secure manner. For returns and exchanges, we can only accept items that are in original packaging and like-new condition. The products with any blemishes, stains, scratches, or any damage will not be refunded. Do not write anything on the box before you ship it back - we can track the order information by your name or the label.
As soon as we receive and verify the returned product(s) back at our warehouse in good condition, we will issue a refund less original shipping cost or ship you the exchanged product. Please note that the credit card processing fees, any bank or financial charges, and the original shipping cost will not be refunded. You will be responsible for the shipping cost of the returned or exchanged product when you send it back to us. How are refunds issued?
Refunds can only be issued via the method of the original purchase. If the original method of payment is no longer available, we will issue store credit equal to the amount of the refund. It may take up to 3 business days for the credit to be reflected on your account. Returns received past 10 days from the date of receipt and/or not received in original condition cannot be refunded. Shipping charges, custom orders, discounted orders and “Final Sale” items are non-refundable. Shipping fees will not be refunded in circumstances outside of our control e.g. if you don't respond to calls or messages asking to schedule a delivery, refuse to accept a delivery appointment, or if you cancel an order after it was shipped. Are there any exceptions? Anything else I need to know?
Custom orders, discounted orders and products marked as “Final Sale” cannot be refunded or exchanged. All items marked as “Final Sale” are sold in the as-is condition.We can only issue refunds via the original method used for payment on your order. If the original method of payment is no longer available, we would be happy to issue a store credit equal to the amount of the refund.
Note: All exchange, return, and refund decisions are made solely at the discretion of Marmo Concepts.