- 📌 Orders
- 📌 Customization
- 📌 Process
- 📌 Materials
- 📌 Shipping
- 📌 Packaging
- 📌 Installation
- 📌 Support
- 📌 Warranty
- 📌 Care
- 📌 Characteristics
Orders
How do I place an order for a marble sink or bathtub?
To purchase, select the product you love on our website, choose the marble type and options, and provide your contact information using the “Share your info & we’ll contact you soon” form. Our sales team will review the details and get in touch to finalize your order.
Can I request a custom size or design?
Yes. Many of our products list “Customization available,” and the Calacatta Viola sink, for example, notes that custom sizes and marble types—including Calacatta Viola, Travertine and others—are available. Faucet drillings and backsplashes can also be tailored to your project. For more complex pieces, our custom design service allows you to specify dimensions, finishes and styles.
What is the lead time for custom orders?
Lead times vary by product and complexity. Custom marble sinks and tables usually require about 4–8 weeks to produce. Larger pieces like fireplace mantels have a production time of roughly one month. These production times are separate from shipping.
How can I track my order status?
Once your order ships, you will receive a tracking number. This allows you to monitor the shipment’s progress in real time.
Do you offer wire-transfer discounts?
We accept major credit cards and bank transfers. Customers who complete their purchase via bank wire can receive a special 5% discount; after making the transfer, simply contact our sales team to apply the discount.
Customization & Design
Do you offer custom sizes, materials or finishes?
Absolutely. The product pages indicate when customization is available; for example, our wall-mounted sinks can be ordered in custom sizes and marbles such as Calacatta Midnight Viola, Grey Viola, Travertine, Carrara and more. You can also specify faucet drillings, backsplashes and finish options.
How do I start a custom design order?
Use the “Share your info & we’ll contact you soon” form on any product page to tell us about your project. Our design team will reach out to discuss dimensions, marble selection and design preferences.
What marble types can I choose?
We work with a wide palette of natural stones. Options include Calacatta Midnight Viola, Calacatta Monet Viola, Aura Viola, Grey Viola, Amber Viola, Calacatta Gold, Red Travertine, Silver Travertine, Brown Travertine, Travertine, Lilac, Elazig Cherry, Elazig Green, Picasso, Pietre Notte, Nero Marquina, Pink Violet and Carrara.
Can I see a sample before production?
Yes. We can provide small marble samples on request so you can evaluate color and veining before finalizing your order.
Production Process
Where are your products made?
All of our pieces are handcrafted using stone from our own quarries. Our head office and sales-support center are in Istanbul, while manufacturing takes place at our plant in Afyonkarahisar and our slab and block factory in Konya.
How long does production take?
Production time depends on the item. Bespoke sinks and tables typically take 4–8 weeks, whereas large fireplace mantels require about one month. Each piece is carved from a single block of stone and hand-finished to ensure quality.
What craftsmanship and technology do you use?
We blend high-tech fabrication with artisanal carving. Our factory uses CNC machinery for precision cutting, and each piece is hand-polished and semi-polished for a silky touch.
Do you use only natural stone?
Yes. All products are sculpted from genuine marble, travertine and other natural stones; no resin or engineered materials are used.
Materials & Stone Selection
What marble options do you offer?
We offer a diverse range of natural stones such as Calacatta Viola, Carrara, Travertine, Nero Marquina and many others. Each marble has its own veining and color palette; our team can help you select the best option for your project.
Are natural variations considered defects?
No. Natural variations in veining, texture and color are part of the beauty of authentic stone. These natural variations are not considered defects.
How do I choose the right marble for my space?
If you’re unsure which stone suits your design, contact our experts. We’re available via phone, email or live chat to discuss marble types, finishes and custom options.
Do you offer samples?
Yes. Upon request we can send small stone samples so you can evaluate color and veining before placing a full order.
Shipping & Delivery
Do you ship internationally?
Yes. We ship worldwide. Shipping fees and delivery times vary by location. Some countries charge customs deposits; however, we provide free customs clearance for orders delivered to the United States.
How long will it take to receive my order?
After production, large items like fireplace mantels are shipped by sea and typically arrive in 3–4 weeks. Smaller pieces are shipped by air, and most free-shipping orders are delivered within 3–4 weeks after dispatch.
What shipping methods do you use?
Sinks, tables and smaller items are shipped via air freight with free air shipping. Larger pieces such as fireplace mantels are dispatched by sea freight. Each piece is crated and insured to ensure safe delivery.
How can I track my shipment?
When your order ships, we send you a tracking number so you can follow its progress.
Will I pay customs duties or taxes?
Customs fees differ by country. Customs clearance is covered for orders delivered to the United States, but additional deposits or duties may apply in other countries.
Packaging & Breakage Guarantee
How are your products packaged for shipment?
Each marble piece is professionally crated and foam-protected. For example, our Calacatta Viola sink is carved from a single block and then crated and insured for safe delivery. Our wall-mounted sinks are also crate-packed and delivered ready for expert installation.
Do you guarantee safe delivery?
Yes. If your order arrives damaged or defective due to a manufacturing issue, we will repair or replace it at no cost. Many of our products are shipped with a breakage guarantee and professional crating to ensure safe transit.
How do I report shipping damage?
Inspect your order upon delivery and contact us immediately if anything is wrong. Please email photos and a description of the damage to our support team; we’ll evaluate the issue and arrange replacement.
Are natural variations considered damage?
No. Variations in veining and color occur naturally in marble and are not considered defects or damages.
Installation
Can your sinks be wall-mounted or countertop?
Yes. Our Calacatta Viola sink can be wall-mounted or installed on a vanity, and similar options exist for other models.
Is installation hardware included?
Hardware such as faucets, metal legs and wall-mounting brackets is sold separately.
Do you offer installation services?
No. We do not provide installation services directly. We recommend working with a professional installer experienced with natural stone products.
How do I ensure proper support for heavy marble pieces?
Natural stone is heavy. As a guideline, 3 cm (1¼") granite weighs about 19 lb per square foot, and marble is comparable. Typical cabinetry is sufficient for most installations, but large or furniture-style islands may require additional bracing.
After-Sales Support
How can I contact customer support?
Our customer-care team is available by phone at +1 307 216 4137, by email at sales@onsmarble.com and via WhatsApp at +90 532 689 68 16.
Do you offer design or material consultations?
Yes. We’re here to guide you through marble types, custom options and installation questions.
Can I get care and maintenance advice after my purchase?
Absolutely. Our team can provide detailed care instructions. For example, we recommend cleaning marble surfaces with pH-neutral stone cleaners and avoiding acidic or abrasive products.
What if I need replacement parts or hardware?
If you need replacement brackets, legs or other components, contact our support team. We stock accessories for many of our products and can help source suitable parts.
Warranty
Do your products come with a warranty?
Yes. If a product arrives damaged or defective due to a manufacturing issue, we will repair or replace it at no cost.
What does the warranty cover?
The warranty covers manufacturing defects. Natural variations in marble veining and texture are not considered defects.
How long do I have to report an issue?
To qualify for warranty service, you must report any manufacturing issues within seven days of delivery.
How do I file a warranty claim?
Contact our customer-care team and provide your order number, photos and a description of the problem.
Is there a breakage guarantee during shipping?
Yes. All items are crated, insured and shipped with a breakage guarantee.
Care & Maintenance
How should I clean my marble sink or bathtub?
Clean marble surfaces regularly with a pH-neutral stone cleaner and a soft cloth. Avoid acidic or abrasive cleaners.
Should I seal my marble sink?
Yes. Sealing helps protect marble from staining and etching. Modern sealers often last 3–5 years.
How can I prevent etching and staining?
Marble is a calcite that reacts with acidic liquids, so wipe spills quickly and avoid harsh cleaners.
Are honed finishes more susceptible to stains?
Honed marble is smooth and matte, and is more prone to showing water rings and fingerprints than polished marble.
Can I use marble in kitchens or wet areas?
Yes, but it requires care. Marble is susceptible to staining, scratching and etching, so use cutting boards and clean spills promptly.
Marble Characteristics
Why does my marble piece look different from the photos?
Each block of marble has unique veining and coloration. Natural variations are expected and are part of the beauty of the stone.
What is the difference between honed and polished marble?
Honed marble is smooth and matte, while polished marble is glossy. Honed surfaces show stains more easily.
Is polished marble slippery when wet?
Yes. Any polished surface becomes slippery when wet.
Does marble develop a patina over time?
Over years of use, marble develops a patina—a soft sheen created naturally over time.
How heavy is marble, and will my cabinetry support it?
Natural stone is heavy. For reference, 3 cm (1¼") granite weighs about 19 lb per square foot, and marble is similar in density.
What is tumbled or textured marble?
Tumbled marble has rough edges and an aged surface created by mechanical tumbling.
