Frequently Asked Questions

What is the cost to ship my slabs / tiles / items?

The price of delivery is determined by the fabricator’s postcode, number of pieces, and total weight.

Are my items insured when sent?

Yes, every order comes with full insurance coverage during shipment.

Where do Acemar send materials from?

All packages are dispatched from Italy.

Does Acemar deliver internationally?

We do offer international shipments as well.

Which courier service provides delivery services?

Our third-party logistics provider secures a reliable carrier for transport purposes.

What if the slabs / tiles / items arrived damaged?

No natural stone is without certain imperfections, such as indentations, fill pits or fissures. We always strive to make sure that our slabs / tiles / items leave in perfect condition from our warehouse. Nevertheless, it’s possible that some damages may occur during shipping and for this reason, only insured companies are used for the transport of our goods. It is then essential that upon delivery of the slabs / tiles / items, the purchaser inspects them thoroughly and reports any damage with images accompanying their documentation on the receipt to the driver. Within 72 hours we will start proceedings to file a claim with the insurance company which will facilitate a return of the item and ultimately process a full or partial refund upon approval of records.

Can I return the slabs / tiles / items I purchased from you?

Once the slabs / tiles / items are bought, it’s not possible to return or exchange them.

Should you find that the items you have purchased online do not meet your standards, it is possible to return them within 14 days of receipt for a full refund on material costs (taxes and delivery shipping excluded). The responsibility lies with the customer to cover any associated returning fees provided that there is no damage done to the materials. All returning shipping arrangements should also be taken care of by them.

SLABS DELIVERY 

Estimated Delivery Time EU-UK Zone: 4-6 weeks

Estimated Delivery Time US Zone: 8-10 weeks

Estimated Delivery Time AUSTRALIA Zone: 12-14 weeks

Please note: Slabs can be delivered to a Fabrication shop or warehouse only, the fabricator-manufacturer must be provided with a forklift with a clamp for unloading the materials at their facilities.

How much time does it take for the slabs to arrive?

The stones will be delivered within approximately 4-6 weeks of placing an order in the EU zone & approximately 8-10 weeks in the US. You will receive a message informing you about the exact date and time that your slabs are expected to reach its destination. In the case of urgency Air freight delivery can also be arranged.

How will you deliver my slabs?

For all deliveries, we provide a custom bundle tailored to your specified slab dimensions and requirements or a truck equipped with an A frame platform. To ensure successful offloading at their facility, the fabrication shop must needs to have the necessary equipment to unload the materials at their facilities.

TILES DELIVERY

Estimated Delivery Time EU-UK Zone: 4-6 weeks

Estimated Delivery Time US Zone: 8-10 weeks

Estimated Delivery Time AUSTRALIA Zone: 12-14 weeks

Please note: the crate(s) containing the tiles will be offloaded by delivery driver in front of your door at the address you provided. Driver delivers at the front door or front gate, outside your home only and won’t be able to carry your item inside or up on the staircase/lift.

How much time does it take for the tiles to arrive?

The stones will be delivered within 4-6 weeks of placing an order in the EU zone & 8-10 weeks in the US. You will receive a message informing you about the exact date and time that your tiles are expected to reach its destination.

How will you deliver my tiles?

For all deliveries, we provide a custom wooden crate tailored to your specified dimensions, The delivery of your tiles will be with a truck equipped with tail lift to unload the crates.

NATURAL STONE TABLE OR DESIGN ITEMS DELIVERY

Estimated Delivery Time EU-UK Zone: 6-8 weeks
Estimated Delivery Time US Zone: 10-12 weeks
Estimated Delivery Time AUSTRALIA Zone: 12-14 weeks

SMALL ITEMS (items with Length under 200 cm – 78 inches)

offload by delivery driver in front of your door at the address you provided. Driver delivers only at the front door or front gate, outside your home only and won’t be able to carry your item inside or up on the staircase/lift.

LARGE ITEMS (items with Length over 200 cm – 78 inches)

A delivery truck will arrive outside of your home or warehouse within the scheduled hours window. Please note that you will have to unload the item(s) from the truck and move it into your home. You may want to ask a family member or friend for an extra hand.

How much time does it take for the item/s to arrive?

The stones will be delivered within 8-10 weeks of placing an order in the EU-UK zone & 10-12 weeks in the US-Australia. You will receive a message informing you about the exact date and time that your tiles are expected to reach its destination.

How will you deliver my item/s?

For all deliveries, we provide a custom wooden crate tailored to your specified dimensions, The delivery of your item will be with a truck equipped with a tail lift to unload the crate. If the item has a size which is over 200 cm or 78 inches.