Shipping policy

Last Updated: August 28, 2026

At The House of Marbella, we take great care in preparing, packing and dispatching every order. As many of our products are handcrafted from natural marble and other premium materials, they may be heavy, fragile and require specialised protective packaging and handling.

This Shipping & Delivery Policy explains our shipping procedures, estimated delivery timelines, shipping charges and responsibilities relating to delivery.

By placing an order with The House of Marbella, you acknowledge and agree to this Shipping & Delivery Policy, subject to applicable law.

1. SHIPPING LOCATIONS

The House of Marbella currently ships to serviceable locations across India.

Delivery availability depends upon the serviceability of the customer's PIN code by our courier and logistics partners.

We reserve the right to decline or cancel an order if the delivery location is not serviceable or if safe and commercially reasonable delivery cannot be arranged.

If an order cannot be fulfilled due to non-serviceability, we will contact the customer and, where payment has already been collected, process an appropriate refund in accordance with applicable law and our policies.

2. ORDER PROCESSING & HANDCRAFTED PRODUCTS

At The House of Marbella, our products are crafted from natural marble and many pieces involve handcrafted processes, hand-finishing, inspection and careful preparation before they are ready to be shipped.

Unlike mass-produced products, each piece requires appropriate care before dispatch. We also take additional precautions while packing our marble products because of their weight and fragile nature.

For this reason, please allow a minimum of 3 business days from order confirmation for your order to be processed, inspected, carefully packed and prepared for dispatch.

This is our processing period and not the delivery/transit time. Delivery time begins after the order has been handed over to our courier or logistics partner.

In certain cases, processing may take longer depending on the product, order quantity, availability, customisation, packaging requirements or other operational circumstances.

We appreciate your patience while we ensure that your order is properly inspected and securely packed before beginning its journey to you.

Festive Season & High-Volume Periods

During festive seasons, sale periods, promotional events and periods of unusually high order volume, processing and dispatch may take slightly longer than our usual timelines.

Courier and logistics networks may also experience increased shipment volumes during these periods, which can result in additional transit or delivery delays.

We therefore recommend placing time-sensitive or gifting orders sufficiently in advance, particularly during festivals and peak shopping periods.

While we make every reasonable effort to dispatch orders as quickly as possible, slight delays during festive or peak periods may occur and estimated dispatch or delivery dates should not be treated as guaranteed dates, except where otherwise required by applicable law.

3. ESTIMATED DELIVERY TIME

Once your order has completed our minimum 3-business-day processing period and has been dispatched, delivery time will depend upon the destination and our courier/logistics partner.

Please note:

Processing Time + Courier Transit Time = Total Estimated Order Fulfilment Time

Delivery timelines may vary depending on:

  • Customer location and PIN-code serviceability;

  • Product weight and dimensions;

  • Packaging requirements;

  • Courier/logistics provider;

  • Weekends and public holidays;

  • Festive seasons and peak order periods;

  • Weather or transportation conditions;

  • Regional restrictions;

  • Remote-area serviceability; and

  • Circumstances outside our reasonable control.

Once your order has been dispatched, available tracking information will be shared with you through the applicable communication channel.

Any delivery date displayed at checkout, provided through tracking or communicated by customer support is an estimated delivery date and not an absolute guarantee, unless expressly stated otherwise or required under applicable law.

The House of Marbella will make reasonable efforts to assist customers where a shipment experiences an unusual delay.

4. SHIPPING CHARGES

Shipping charges, where applicable, may be calculated based upon factors including:

  • Actual product weight;

  • Volumetric weight;

  • Package dimensions;

  • Number of packages;

  • Delivery location;

  • Delivery zone;

  • Packaging requirements;

  • Courier/logistics partner; and

  • Other applicable logistics costs.

Marble is naturally heavy and requires secure packaging. Shipping costs may therefore be higher than those associated with ordinary lightweight products.

Where shipping charges are displayed and collected at checkout, the customer agrees to pay the applicable shipping amount when placing the order.

Any promotional free-shipping offer will be subject to the conditions communicated with that particular promotion.

5. HEAVY & FRAGILE PRODUCTS

Many products sold by The House of Marbella are manufactured from natural marble and may be heavy and fragile.

We take reasonable precautions when packaging our products to reduce the risk of damage during transportation.

However, after a shipment is handed over to a courier/logistics provider, transportation involves third-party handling and circumstances that may be outside our direct physical control.

If a product arrives damaged or broken, customers must follow the damage-claim procedure described below and in our Return, Refund & Exchange Policy.

6. SHIPPING ADDRESS

Customers are responsible for providing a complete, accurate and serviceable shipping address when placing an order.

Please ensure that the following information is correct:

  • Recipient's full name;

  • House/building number;

  • Street/locality;

  • City;

  • State;

  • PIN code;

  • Mobile number; and

  • Any additional information reasonably necessary for delivery.

The House of Marbella will not ordinarily be responsible for delivery failure or delay caused solely by incorrect, incomplete or outdated information supplied by the customer.

If you notice an address error after placing an order, contact us immediately.

We cannot guarantee that an address can be changed after an order has been processed or dispatched.

7. ORDER TRACKING

Where tracking functionality is provided by the relevant courier/logistics provider, tracking information may be shared with the customer through:

  • Email;

  • SMS;

  • WhatsApp;

  • Our website; or

  • Other available communication channels.

Tracking information is generated or updated by the relevant logistics provider and may occasionally be delayed.

8. DELIVERY ATTEMPTS

Customers should ensure that someone is reasonably available to receive the shipment at the delivery address.

Courier/logistics providers may contact the customer using the telephone number supplied with the order.

If delivery cannot be completed because:

  • The customer is unavailable;

  • The customer cannot be contacted;

  • The address is incorrect or incomplete;

  • The customer refuses delivery without an eligible reason; or

  • Multiple delivery attempts are unsuccessful,

the shipment may be returned to us as Return to Origin (RTO).

9. RETURN TO ORIGIN (RTO)

If an order is returned to The House of Marbella because of an incorrect/incomplete address, customer unavailability, refusal to accept delivery or another circumstance attributable to the customer, additional logistics charges may apply.

Where legally permissible, the customer may be responsible for:

  • Original/forward shipping charges;

  • Return-to-origin shipping charges; and

  • Re-shipping charges if the customer requests another delivery attempt.

If re-shipping is requested, the applicable shipping charges may be required to be paid before the order is dispatched again.

Refusing a shipment because of a change of mind does not automatically entitle the customer to a refund.

10. INSPECT YOUR PACKAGE AT DELIVERY

When receiving your order, please check the external condition of the package wherever reasonably possible.

If the package appears severely damaged, crushed, torn, opened or tampered with, we recommend photographing or recording its condition before opening it.

If permitted by the delivery provider, you may also bring visible external damage to the delivery person's attention.

However, please do not open the package before beginning your unboxing video.

11. UNBOXING VIDEO — IMPORTANT

Because our products are fragile, customers should record a complete and uninterrupted unboxing video when opening every The House of Marbella shipment.

For a damaged, broken or incorrect-product claim, the video must:

  • Begin before the package is opened;

  • Clearly show the package in its sealed condition;

  • Show the shipping label where reasonably visible;

  • Show the complete opening process;

  • Be continuous and unedited;

  • Show the product being removed from its packaging; and

  • Clearly show any alleged damage, breakage or incorrect product.

Claims regarding transit damage, breakage or an incorrect product may be rejected where the required uninterrupted unboxing video is not provided, subject to applicable law.

12. DAMAGED OR INCORRECT PRODUCT

If your product arrives materially damaged/broken or you receive a materially incorrect product/SKU, you must contact The House of Marbella within 48 hours (2 days) of recorded delivery.

Please provide:

  • Order number;

  • Complete uninterrupted unboxing video;

  • Clear photographs of the product;

  • Photographs of the damage, where applicable;

  • Photographs of the packaging where relevant; and

  • A description of the issue.

Claims submitted after the 48-hour reporting period may not be accepted, except where applicable law requires otherwise.

All such claims are subject to verification and our Return, Refund & Exchange Policy.

13. NATURAL MARBLE IS UNIQUE

Please note that differences in natural marble are not shipping damage.

Marble is a natural material, and individual products may naturally differ in:

  • Veining;

  • Shade;

  • Pattern;

  • Texture;

  • Mineral deposits;

  • Natural markings; and

  • Other naturally occurring characteristics.

Such natural variations will not ordinarily constitute transit damage or an incorrect product.

14. SHIPPING DELAYS

Although we endeavour to ensure timely delivery, delays may occasionally occur because of circumstances outside our reasonable control.

These may include:

  • Courier delays;

  • Transportation disruptions;

  • Severe weather;

  • Floods;

  • Natural disasters;

  • Strikes;

  • Public holidays;

  • Government restrictions;

  • Road closures;

  • Regional disturbances;

  • Operational disruptions;

  • High-volume sale or festive periods;

  • Remote-location serviceability issues; or

  • Other events beyond our reasonable control.

We will make reasonable efforts to assist customers in obtaining updates regarding delayed shipments.

A reasonable delivery delay caused by circumstances outside our control does not automatically entitle the customer to compensation, cancellation or refund except where required under applicable law.

15. LOST SHIPMENTS

If tracking indicates an unusual delay or a shipment appears to have been lost in transit, please contact us.

We may raise an investigation with the relevant courier/logistics provider.

A shipment will not necessarily be considered lost solely because tracking has not updated for a short period.

Where a courier/logistics provider confirms that a prepaid shipment has been lost before successful delivery, we will provide an appropriate resolution, which may include replacement or refund depending upon product availability, the circumstances and applicable law.

16. DELIVERED STATUS BUT PACKAGE NOT RECEIVED

If courier tracking shows your order as “Delivered” but you have not received it, please contact us as soon as reasonably possible.

Before contacting us, we recommend checking with:

  • Family/household members;

  • Reception/security personnel;

  • Neighbours where appropriate; and

  • Any other person authorised to receive packages at the delivery address.

We may then raise the matter with the courier/logistics provider.

Such cases may be subject to courier investigation and proof-of-delivery verification before a resolution is provided.

17. MULTIPLE SHIPMENTS

An order containing multiple products may occasionally be dispatched in more than one package due to:

  • Product dimensions;

  • Product weight;

  • Fragility;

  • Packaging requirements;

  • Product availability; or

  • Logistics considerations.

As a result, packages forming part of the same order may arrive separately.

Where available, separate tracking details may be provided.

18. EXCHANGE SHIPPING

Where an eligible customer-requested exchange is approved under our Return, Refund & Exchange Policy, the customer is responsible for all shipping charges associated with that exchange.

This includes:

Reverse/Return Shipping:
The cost of returning the original product to The House of Marbella.

Forward/Re-Shipping:
The cost of shipping the replacement product from The House of Marbella to the customer.

Because our marble products can be heavy and require specialised protective packaging, these charges may vary based on actual weight, volumetric weight, dimensions and delivery location.

The replacement product may be dispatched only after the returned product has been received and inspected and all applicable exchange charges have been paid.

Discounted, sale, clearance and other promotional products are not eligible for normal exchanges, as provided in our Return, Refund & Exchange Policy.

19. INTERNATIONAL SHIPPING

Unless expressly stated otherwise on our website or confirmed by The House of Marbella, orders placed through our website are currently intended for delivery within India.

If international shipping becomes available for a particular order or destination, additional shipping charges, customs duties, import taxes and other charges may apply.

Any such terms will be communicated as applicable.

20. CHANGES TO SHIPPING POLICY

The House of Marbella may update this Shipping & Delivery Policy from time to time to reflect changes in:

  • Courier partners;

  • Shipping rates;

  • Delivery procedures;

  • Serviceable locations;

  • Packaging practices;

  • Business operations; or

  • Applicable laws and regulations.

The updated version will be published on our website with a revised “Last Updated” date.

Orders will be handled in accordance with the applicable terms and mandatory legal requirements.

21. CONTACT US

For questions regarding shipping, tracking or delivery, please contact:

The House of Marbella

Email: Support@thehouseofmarbella.com

Address: IIIrd Phase RIICO, Kishangarh, Rajasthan 305801, India

Please include your order number when contacting us regarding an existing order.

22. APPLICABLE LAW

This Shipping & Delivery Policy is subject to applicable laws of India.

Nothing in this Policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded, restricted or waived.

Where any provision of this Policy conflicts with a mandatory requirement of applicable law, the applicable mandatory legal requirement will prevail to the extent of that conflict.