Ordering

Are your pieces in stock?
Our pieces are made to order. Availability is shown as Backorder, and we provide clear lead times on each product page.

Can I request custom sizes or finishes?
Yes—most designs can be tailored (dimensions, edge details, finishes). Email info@hamamdecor.com with your requirements. We’ll confirm feasibility, pricing, and timeline.

Can I change or cancel my order?
Please email us as soon as possible. Because items are made to order, changes or cancellations may not be possible once production begins. We’ll advise case-by-case.

Production & lead times

What are the typical timelines?

• United States: 45–60 days total (production + transit)
• Europe (selected countries): 6–12 days total (production + transit)
• Canada: 60–75 days total (production + transit)

Actual timing can vary by destination, carrier scheduling, and finish complexity. If a different lead time is quoted on your invoice or product page, that timing prevails.

 

Materials & natural variation

Will my stone look exactly like the photos?
Natural stone (marble, travertine) varies in veining, color, pores, and fossils. These variations are inherent to the material and are not considered defects. We can share representative photos upon request.

Do you finish/seal the stone?
Yes—our pieces are finished for the specified sheen and sealed prior to shipping. Care guidance is here.

Shipping & delivery (overview)

Where do you ship from?
Orders typically ship from our Secaucus, NJ warehouse (USA). Certain international orders may dispatch from Türkiye, depending on the destination.

What delivery methods do you offer?

• United States
  • Standard Freight (Door/Threshold) — Free in the contiguous US. Delivers to the first covered threshold/garage; no uncrating, stairs, or assembly. Signature required.
  • White Glove — Paid upgrade (room-of-choice, light assembly, debris removal).
  • Rush Order — Paid upgrade (production priority + expedited logistics where feasible).
• Europe (selected countries)
  • Door/Threshold delivery only. White Glove and Rush are not available in the EU. We can recommend third-party providers on request.
• Canada
  • Door/Threshold delivery. An additional USD $1,000 shipping surcharge applies per order.

For details and fee tables, see our Shipping & Delivery page.

 

Europe (selected countries)

Do you ship across the EU/UK?
Yes—door/threshold delivery is available to the following destinations (fees/timelines vary): Austria, Belarus, Belgium, Czechia, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Spain, Sweden, Switzerland, United Kingdom. White Glove and Rush Order are not available in the EU.

Canada

Do you deliver to Canada?
Yes. Typical timeline is 60–75 days (production + transit). An additional USD $1,000 shipping surcharge applies per order. Duties/taxes/brokerage may be collected by the courier if applicable.

Returns, exchanges & damage

What is your return policy?
Because pieces are made to order, returns are not accepted. We do offer an exchange in these cases: (1) wrong item/specifications versus your order confirmation; (2) significant deviation from approved features; (3) damage in transit.

How do I report damage or request an exchange?

• Damage in transit: Email info@hamamdecor.com within 48 hours of delivery with photos (packaging + item) and the delivery note showing your damage remark.
• Wrong item/specifications: Email within 7 days of delivery with photos and a brief description.

We review within 2–3 business days and, if approved, we will repair, replace, or remake as appropriate. Please keep all original packaging until we confirm next steps.

 

Access, stairs & White Glove

Can you bring items upstairs or into tight spaces?
In the US, White Glove includes room-of-choice placement (access permitting), light assembly, and debris removal. Stairs beyond one standard flight, long carries (>50 ft), tight access, hoisting, or restricted delivery windows may incur additional fees. White Glove is not available in the EU.

Customs, duties & taxes

Who pays import duties/taxes?
Unless otherwise stated at checkout, international shipments are sent DAP (Delivered At Place). Import duties, VAT/GST, and brokerage/clearance fees may be charged by the destination country and are the buyer’s responsibility. The courier may contact you to arrange payment.

United States
Domestic shipments from our Secaucus, NJ warehouse—no customs duties. State/local sales tax may be collected at checkout where required by law.

EU & UK
VAT and, where applicable, duties/fees may apply. Rates vary by country. We don’t charge VAT at checkout unless explicitly stated; the courier will collect if required.

Canada
Duties, taxes, and brokerage/clearance fees may apply (collected by the courier if required). See also the USD $1,000 shipping surcharge.

Care & maintenance

How do I care for marble/travertine?
Wipe with a soft cloth and mild, pH-neutral soap. Avoid acidic or abrasive cleaners. Use coasters and placemats. For detailed care guidance, email info@hamamdecor.com.

Payment, currency & security

Which currency will I be charged in?
All prices and checkout are in USD only. If your card or account is in another currency, your payment provider will convert the charge to USD at its own rate and may apply fees.

Is my payment secure?
Yes—payments are processed over HTTPS. We do not store full payment card details on our servers.

Other questions

Do you offer samples?
Sample swatches may be available on request (subject to availability and shipping fees). Contact us for details.

Dimensional tolerances
As each piece is handcrafted, minor dimensional tolerances are expected. If you need tight tolerances for a built-in condition, please advise during ordering.

Contact

Email: info@hamamdecor.com
Support hours: Mon–Fri, 9:00–18:00 (local)

By placing an order, you agree to our Terms & Conditions, Privacy Policy, and Shipping & Delivery.