Shipping Policy

Before Delivery

Before placing an order with ImperialMarbleArt, please ensure that your home has adequate space for the selected product(s). Consider potential access limitations such as narrow stairways, tight hallways, lifts, or small door frames. Each product page includes detailed packaging dimensions to help you assess accessibility in advance.

Our handcrafted marble pieces are delicate and must be handled with care. If delivery is unsuccessful due to restricted access, a return shipping fee will apply. The customer will also be responsible for the cost of returning the item to our warehouse.

If you have any doubts about accessibility at your location, we recommend contacting us before your delivery date to avoid complications.

Please also make sure that someone is present at the confirmed delivery time to receive the product and grant access to our third-party delivery partner.

Delivery

Once your order is dispatched, you will receive an email with the estimated delivery date and time.

If you are unavailable during the allotted time, please contact the courier directly to reschedule. A re-delivery charge may apply if no one is present at the delivery address when the courier arrives.

Please note the following:

• Deliveries are handled by third-party logistics providers, and all shipping fees are non-refundable.

• If you require a specific delivery window, please email us after placing your order.

• Any changes requested after dispatch may incur additional fees.

• Once a delivery date is confirmed, cancellations are not permitted. If you cancel after confirmation, a re-delivery fee equal to the original shipping charge will apply.

• Our products are made to order and generally ship within 3–6 weeks, depending on the craftsmanship involved.

• Once shipped, tracking details will be shared with you, and the carrier will contact you directly by email or SMS.

• Delivery timelines are estimates and may vary. You will be notified promptly if any changes occur.

If your order is ready earlier than anticipated, we will reach out for approval. If you need additional time to accept delivery, we can store your item free of charge for up to 2 weeks. Beyond this period, a storage fee of $100 per week will apply.

Please ensure your shipping address is a residential or commercial location. We do not deliver to PO Boxes or Parcel Lockers.

Customer Pick-Up

New South Wales, Australia

Pick-ups can be arranged through our logistics partner:

62 Derby St, Silverwater NSW 2128
Operating hours:

• Monday–Friday: 8:30 AM – 5:30 PM AEST

• Saturday: 9:00 AM – 12:00 PM AEST

Victoria, Australia

Pick-ups can be arranged through our logistics partner, Outside Box:

86 Fox Drive, Dandenong South VIC 3175
Operating hours:

• Monday–Friday: 8:00 AM – 4:00 PM AEST

Items scheduled for collection will be held for 10 business days at no charge. After this period, storage is billed at $100 per week. If no communication is received within 4 weeks, the item will be released.

You will be notified via email once your order is ready for collection. Only the person listed on the order may collect the item. To authorise another individual, please email us from the same email address used when making the purchase. The authorised person must present valid ID at the time of pick-up.

Once an item has been collected, ImperialMarbleArt is not responsible for any damage that occurs during transportation. Customers must ensure their vehicle is suitable and that they can safely handle, load, and transport the product. Please inspect your item thoroughly before leaving the warehouse.

Damages

Every product undergoes a detailed inspection and is photographed before dispatch to ensure flawless quality.

Upon delivery:

1. Inspect the product immediately.

2. Note any visible damage on the courier’s delivery paperwork.

3. Take clear photos of the item and its packaging.

4. Contact us as soon as possible with the details.

We will review the issue promptly and use our pre-shipment records to support any necessary claims.