Marble Island ("we" and "us") is the operator of (https://www.marbleisland.co & www.marbleisland.co.uk ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our
service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase.
In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on the destination country. Destinations where the shipping fee applies will be collected with the purchase. This price will be the final price for shipping cost to the customer.
3. Returns
3.1 Return Policy
Marble Island takes special care for its reputation and take special care to provide best customer service. All our items are carefully crafted, securely packed, and delivered smoothly so we typically don’t accept returns or exchanges unless the fault is ours. However, we understand the sentiment and importance behind every piece we create. Therefore if you have an issue or concern with your order, please feel free to contact us immediately and our care team can help with any situation. Buyer will be responsible to pay for retrun fee.
3.2 Warranty Returns
Marble Island will happily honor any valid warranty claims, provided a claim is submitted within 14 days of receipt of items.
Customers will be required to pre-pay the return shipping fee.
Upon return receipt of items for warranty claim, the product must arrive in it's original condition as it was dispatched originally at the time of purchase. Custome will be responsible for any damage. If every thing goes right, Marble Island will process the claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available).
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments with-in UK is typically 1 - 3 working days.
4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 2- 7 working days. This varies greatly depending on the courier transit time and customs clearance. We provide Tracking ID on all orders for easy tracking once we dispatch the order.
4.3 Dispatch Time
Orders are usually dispatched within 24 hours (next working day) after payment of order.
Our warehouse operates on Monday - Friday during standard business hours, except on public holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
4.5 P.O. Box Shipping
Marble Island is unable to offer delivery to P.O Box address.
4.6 Military Address Shipping
We are unable to offer shipping to military addresses.
4.7 Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
7. Duties & Taxes
7.1 Sales Tax
No sales tax or VAT is included to the product price. The customer shall be liable to pay for any sales tax/VAT as per their country's local law and shall be asked to pay by their local tax authorities
7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Marble Island encourage you to be aware of these potential costs before placing an order with us.
Buyer will be respponsible for any potential fee not limited to VAT, Customs duty and any other related fee.
8. Cancellations
Buyer can request for order cancelation with-in 2-Hours if they change mind. If an order has already been dispatched, we are unable to cancel the order.
Parcels are insured for loss and damage up to the value as stated by the courier.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please submit an enquiry at support@marbleisland.co
