Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below). Call us on 02841762221

How can we help?

A frequently asked question

I can help answer some frequently asked questions (FAQs). What would you like to know?

Q: How do I place an order?
A: You can place an order by visiting the International Marble website, selecting the products you want to purchase, and following the prompts to check out and pay for your order.

Q: Can I change or cancel my order after it's been placed?
A: It depends on the status of your order. If your order has not yet been shipped, you may be able to make changes or cancel the order. Contact customer service as soon as possible to make any changes or cancellations.

Q: How long does it take to receive my order?
A: Delivery times can vary depending on the products ordered, the shipping destination, and other factors. For in-stock items, orders may be shipped within 1-2 business days. Special order items or imported products may take longer to arrive. Contact customer service for more information on delivery times.

Q: What payment methods do you accept?
A: International Marble accepts several payment methods, including MasterCard, Visa, American Express, Paypal, and wire transfers.

Q: What should I do if my order is damaged or incorrect?
A: Any damages or irregularities must be reported within 2 working days of delivery. Contact customer service with details of the issue and they will arrange for replacements to be sent out.

Q: Do you offer installation services?
A: No, International Marble does not offer installation services. Check your local yellow pages or search online for professionals in your area who can assist with installation.

These are just a few common questions related to orders. If you have additional questions or concerns, contact customer service for assistance.


What size should I buy ?

The size of marble tiles you should buy depends on several factors, including the size of the room or area where you plan to install the tiles, the design and layout of the space, and your personal preference.

In general, larger tiles can make a small room look bigger and more spacious, while smaller tiles can create a more intricate and detailed design. However, larger tiles may not work as well in areas with complex shapes or angles, as they may require more cutting and waste.

Some common sizes of marble tiles include:

  • 305x305x10 mm - 12 x 12 inches
  • 457x457x10 mm - 18 x 18 inches
  • 610x610x10 mm - 24 x 24 inches
  • 305x610x10mm - 12 x 24 inches
  • 150x305x10mm - 6 x 12 inches

Ultimately, the size of the marble tiles you choose will depend on your personal preference and the specific needs of your space. I would recommend consulting with a professional to help you choose the right size and style of marble tiles for your project.

Can I cancel my order?

We totally understand, it's human nature to change our minds sometimes! However, at IntMarble, once an order is placed, we're currently unable to modify or cancel it. We're actively working towards a feature that may allow for a cancellation window in the future.

If you need to cancel an order, we recommend that you visit the IntMarble website or reach out to our customer support team to understand our cancellation policy and the necessary steps. Depending on the status of your order (if it's processed, shipped, or delivered), you may be able to cancel your order or you might need to return the product to us for a refund, based on our return policy.

Please remember that the specifics of our cancellation and return policies might be different from other companies. Therefore, we always suggest that you familiarize yourself with IntMarble's specific policies and guidelines before placing an order.

What is Stone Tile Product Variation

Stone tile product variation refers to the different options and variations available for a particular type of stone tile product.

  1. Size: Stone tiles can come in various sizes, from small mosaic tiles to large format tiles. The size of the tile can affect the overall look of the installation and can be chosen based on the size of the room or space.
  2. Shape: Stone tiles can also come in various shapes, including square, rectangular, hexagonal, and more. The shape of the tile can affect the pattern and design of the installation.
  3. Finish: Stone tiles can be finished in a variety of ways, such as polished, honed, brushed, or tumbled. The finish can affect the overall appearance and feel of the tile and can be chosen based on personal preference or practicality.
  4. Color: Stone tiles can come in a variety of natural colors, including beige, gray, brown, and more. Some stone tiles can also be dyed or stained to achieve a different color.
  5. Texture: Stone tiles can have different textures, such as a smooth or rough surface. The texture can affect the slip resistance and feel of the tile.

Some common types of stone tile product variations include:

Is marble tiles you sell in stock?

However, if you're interested in finding out whether a specific marble tile is in stock, you can try the following:

  1. Check the seller's website: Many sellers provide information about the availability of their products on their website. Look for an "in stock" or "availability" indicator on the product page.
  2. Contact the seller: If you can't find information about the product's availability on the seller's website, you can contact them directly to ask. Many sellers have customer service teams that can provide information about product availability.
  3. Check with a distributor: If the seller is out of stock or doesn't carry the product you're looking for, you may be able to find it through a distributor. Distributors often carry a wider range of products and may be able to provide more information about availability.

Overall, it's important to do your research and ask questions before making a purchase to ensure that the product you're interested in is available and meets your needs.

How long will my delivery take?

It's great to hear that the delivery time for your order is estimated to be 2-3 days for UK and Ireland.

However, please note that delivery times can vary depending on various factors, such as the buyers's location, your location, shipping method, and the availability of the product.

Also, delivery times can be affected by external factors such as weather conditions, customs clearance, or carrier delays.

If you have any concerns or questions about the delivery of your order, don't hesitate to contact our customer service team for more information.

What do I do if my order arrives damaged?

If your order arrives damaged, it's important to take immediate action to ensure that you receive a replacement or a refund. Here are some steps to take if your order arrives damaged:

  1. Inspect the delivery: Check the condition of your order as soon as it arrives. Carefully open the packaging and inspect the materials for any damage. Make a note of any damage on the delivery note, and do not sign as "unchecked" as this may invalidate any future claims.
  2. Notify the us: Contact us soon as possible to report the damage. Provide them with details of the damage and any relevant photographs. Be sure to follow their specific procedures for reporting damage, which may be outlined in their terms and conditions.
  3. Keep the damaged items: Keep the damaged items and any packaging materials until the issue is resolved. The seller may request that you provide evidence of the damage, such as photographs or a sample of the damaged tile.
  4. Follow the seller's instructions: The seller may request that you return the damaged items or provide additional information. Follow their instructions carefully to ensure that your claim is processed quickly and efficiently.
  5. Request a replacement or refund: Depending on the severity of the damage, you may be entitled to a replacement or a refund. The seller should provide you with information about their policy for handling damaged goods, including any relevant timeframes.

Overall, it's important to act quickly and follow the seller's specific procedures for reporting damage to ensure that you receive a satisfactory resolution.

How to pay for my Order?

To pay for your quotation, you can follow the instructions provided in the quotation you received. Typically, the quotation will include a reference number that you can use to make your payment.

There are several ways to pay for your quotation, including:

  1. Credit card: You can contact us Head Office Simply quote the reference number associated with your quotation.
  2. Bank transfer: You can make a direct bank transfer to the seller's account, quoting your reference number. Be sure to check with the seller to ensure that you have the correct account information.
  3. Other payment methods: Depending on the seller, you may have other payment options available, such as PayPal or a payment gateway.

Before making your payment, it's a good idea to confirm the total amount due and any applicable fees or taxes. Be sure to keep a record of your payment and any associated receipts or confirmation emails.

If you have any questions or concerns about the payment process, don't hesitate to contact the seller's customer service team for assistance.

Is my vehicle suitable to collection?

Whether or not your vehicle is suitable for collecting your order depends on the weight and size of your order. As a general rule of thumb, if your order weighs up to 200kg, it can be collected in a reasonably sized family car. However, if your order weighs more than 200kg, it will need to be palletised for loading onto a suitable vehicle by forklift.

It's important to note that ramps or tailgates can prevent forklifts from loading your vehicle. If your order cannot be loaded safely, you may be turned away. Additionally, all collections are at the customer's own risk, and the seller reserves the right to refuse collection if they deem that the order cannot be loaded safely.

Before arranging to collect your order, it's a good idea to confirm the weight and size of your order with the seller. They can provide you with specific guidance on whether your vehicle is suitable for collection, and what equipment you may need to safely load and transport your order. If in doubt, it may be better to arrange for delivery of your order instead.

How can unpack my order?

When unpacking and storing your order, it's important to take some precautions to protect the tiles or stone from damage. Here are some general guidelines:

  • Store the goods in a cool, dry place out of direct sunlight and not subjected to extremes of temperature. It's best to store them above 5°C and below 35°C.
  • Unboxed tiles should always be stacked and stored vertically (on edge), but not on a hard surface as this can cause edge chipping. Any protective film or spacers should be kept between the faces of the tiles to avoid scratching.
  • Stone tiles are often packed wet and may not dry out until they are unpacked. Therefore, some of your stone may appear darker in shade until thoroughly dry.

It's important to note that the seller is not able to offer collection of packaging materials. You'll need to dispose of any packaging materials yourself.

If you're unsure about how to unpack and store your order, you can always contact the seller for specific guidance. They can provide you with detailed instructions based on the type of tiles or stone you've purchased.

Get in touch

Have questions about your order, or a general enquiry?