Question 1

Why are your pieces all ‘‘made to order’

Accepted Answer

We believe in slow production and made-to-order principles to ensure exceptional quality delivered to your home and reduced waste strain within our environment.

Question 2

What does it mean 'made in few'?

Accepted Answer

As per our brand philosophy we will only be producing a handful of each product, therefore once the product category has reached that number we will no longer continue to sell.

We have chosen to do this to ensure we respect the materials utilised, not add burden to our ecosystem and ensure we keep designing unique & rare pieces for our clients.

Question 3

How do we care for our marble pieces?

Accepted Answer

We want your pieces to stand the test of time, hence the maintenance is certainly one to be mindful of. We have put together a Care article to help you better look after each item depending on its polish and stone.

Question 4

Do you offer refunds?

Accepted Answer

As all of our pieces are made especially for your home we are unable to offer a refund given a change of mind. Our team is available for consultations and by email to answer questions on the stone, textures, sizing etc prior to your purchase to ensure you’re completely satisfied before your order.

Question 5

What if I receive a damaged product?

Accepted Answer

In the rare event of receiving a damaged product, please contact our concierge team immediately when the delivery has arrived. Ensure you inspect the item once our third party delivery provider has unloaded the product.

Question 6

Do you offer 1:1 consultations?

Accepted Answer

Yes, we offer consultations with our design experts. Our team can assist you in selecting the perfect pieces and creating a cohesive interior design concept for both residential and commercial purchases. Contact us to schedule a consultation.

Question 7

Do you offer custom pieces to be commissioned for residential and commercial work?

Accepted Answer

Yes, our entire philosophy is based on made-to-order pieces and thus we’re able to offer the option to customise stones, sizes & commission unique pieces for both residential and commercial projects. Our team will work closely with you to bring your unique vision to life.

Question 8

Will I receive a notification regarding my delivery?

Accepted Answer

Yes, you will receive notifications regarding the status of your delivery from our third-party provider once the order has arrived at their warehouse. Tracking details will be provided by them for a scheduled date of arrival.

Question 9

Are the pieces heavy?

Accepted Answer

The weight of our pieces may vary depending on the design and materials used. We provide product dimensions and weight information on our website to assist you in making informed decisions. The majority of the pieces are relatively heavy given they are all made from natural stone or marble, hence casual movement after installation should be limited to avoid damage to your piece.

Question 10

Are all stone/travertine & marble pieces different?

Accepted Answer

Every piece of stone, marble, or travertine is indeed different. As natural products, they possess individual characteristics and pattern variations. No two pieces are identical, and this uniqueness is a testament to their authenticity and design energy. Colours, shades, and patterns may vary, and what may appear as blemishes are actually natural features that add to the charm and beauty of the stone. It's important to note that as these are not machine-made products, we cannot guarantee the exact format, colour, or pattern you will receive. As part of our philosophy to have a curated gallery of work, we believe each variation of stone deserves an appreciation for its distinctiveness.

Question 11

Is it normal to see slight cracks and holes in travertine/marble?

Accepted Answer

Yes, given the stones are sourced directly from mother earth, the exact veins, colour profile, textures & tones will vary. This however is exactly what makes your piece so rare, unique & individualised especially when purchasing a natural piece over a synthetic one. 
Please note the above variations includes holes and cracks are completely normal and thus not considered a defect- do understand this when purchasing a natural stone/marble piece.

Question 12

Are colours exactly as seen on the website?

Accepted Answer

Pictures are intended for illustrative purposes, and the actual color may vary due to external factors like monitor adjustments, lighting conditions (such as tungsten, warm and cool lights, and incandescent lighting), shadows, and other situations. 
We cannot accept responsibility for color discrepancies, nor can we offer exchanges or refunds based on such variations. Feel free to reach out to us for a more precise color description before finalizing your purchase.

Question 13

What is White Glove Service?

Accepted Answer

White Glove Service is our premium delivery solution. Our approach extends beyond the purchase of your statement pieces, by ensuring the process from delivery to assembly is equally satisfying. Our dedicated team will bring the interiors directly to you, assembles them in place, and guide you on the care of your piece before taking away the packaging waste- leaving you with your made-to-order beauty in perfection.

Question 14

What if I miss my delivery?

Accepted Answer

In the event that you are unable to receive your scheduled delivery, a re-delivery fee equivalent to the full value charged by our white glove service partners will be applied. It is important to promptly communicate any unavailability during your confirmed delivery time slot to our Third Party white glove shipping providers. Please note that it is necessary to accept delivery or collect your purchased pieces within 14 days of receiving the availability notification.

Failure to accept the delivery during the designated time slot may result in the cancellation of your order by Abode. In such cases, a storage and restocking charge may occur.

Question 15

How long is the reporting period for defects or damages after delivery?

Accepted Answer

We kindly request that you carefully inspect your products upon arrival and notify us within 24 hours of any damages. 
 If you need to store the item for an extended period, please ensure it is checked upon arrival, as we cannot be held responsible for any damages that may occur during storage or while in your possession. Your satisfaction is important to us, and we appreciate your prompt communication regarding any concerns.

FAQ's
Frequently Asked Questions

Frequently asked questions

Why are your pieces all ‘‘made to order’

What does it mean 'made in few'?

How do we care for our marble pieces?

Do you offer refunds?

What if I receive a damaged product?

Do you offer 1:1 consultations?

Do you offer custom pieces to be commissioned for residential and commercial work?

Will I receive a notification regarding my delivery?

Are the pieces heavy?

Are all stone/travertine & marble pieces different?

Is it normal to see slight cracks and holes in travertine/marble?

Are colours exactly as seen on the website?

What is White Glove Service?

What if I miss my delivery?

How long is the reporting period for defects or damages after delivery?

FAQ's Frequently Asked Questions

Frequently asked questions

Why are your pieces all ‘‘made to order’

What does it mean 'made in few'?

How do we care for our marble pieces?

Do you offer refunds?

What if I receive a damaged product?

Do you offer 1:1 consultations?

Do you offer custom pieces to be commissioned for residential and commercial work?

Will I receive a notification regarding my delivery?

Are the pieces heavy?

Are all stone/travertine & marble pieces different?

Is it normal to see slight cracks and holes in travertine/marble?

Are colours exactly as seen on the website?

What is White Glove Service?

What if I miss my delivery?

How long is the reporting period for defects or damages after delivery?

FAQ's
Frequently Asked Questions