Shipping & Returns

Last Updated: August 2026

This Shipping & Returns Policy applies to purchases made through ARKAD STONE GALLERY, operated by ARKAD MAKİNA SANAYİ İÇ VE DIŞ TİCARET LİMİTED ŞİRKETİ.

1. Order Processing & Production

ARKAD STONE GALLERY specializes in handcrafted natural stone and marble products.

Processing and production times may vary depending on the product, material availability, size, customization requirements, and specific requests made by the customer.

For standard products, the estimated preparation and dispatch time will be communicated on the relevant product page or after the order is placed.

Custom, personalized, and made-to-order products generally require approximately 30 days for production. In certain cases, production may take longer depending on the complexity of the requested design, dimensions, stone selection, or other specifications.

Where applicable, customers will be informed of any significant changes to the estimated production or dispatch time.

2. International Shipping

ARKAD STONE GALLERY primarily serves international customers, including customers located in the United States, United Kingdom, European countries and other international destinations.

Orders may be shipped using recognized international logistics and courier companies, including but not limited to DHL, FedEx, UPS, or other suitable logistics providers selected according to the destination, product dimensions, weight, and shipping requirements.

The shipping method and carrier may therefore vary between orders.

3. Shipping Costs

Shipping costs may depend on:

• Destination country
• Product size and weight
• Packaging requirements
• Selected delivery service
• Special handling requirements

Where shipping is not already included in the product price or calculated automatically at checkout, the customer may be contacted regarding the applicable shipping cost before the order is finalized or dispatched.

4. Customs Duties, Import Taxes & Local Charges

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.

Unless explicitly stated otherwise at checkout or in writing, such charges are not included in the product price or shipping fee and are the responsibility of the customer.

ARKAD STONE GALLERY is not responsible for delays caused by customs authorities or local import procedures.

5. Natural Stone Characteristics

Natural stone is a unique material.

Variations in color, veining, texture, pores, fossils, surface characteristics, and pattern are inherent characteristics of marble, travertine, and other natural stones and are not considered defects.

The final product may therefore differ slightly from product photographs or material samples.

By purchasing a natural stone product, the customer acknowledges and accepts these natural variations.

6. Custom & Made-to-Order Products

Products manufactured according to a customer's individual specifications, including customized:

• Dimensions
• Stone selection
• Material
• Finish
• Design
• Structural modifications
• Other personalized requirements

are considered custom or made-to-order products.

Once production of a customized product has started, the order generally cannot be cancelled, returned, or exchanged, except where the product is defective, damaged during delivery, materially different from the agreed specifications, or where applicable consumer law provides otherwise.

Customers are strongly encouraged to confirm all measurements, materials, specifications, and customization details before production begins.

7. Standard Products & Right of Withdrawal

For standard, non-customized products, return and withdrawal rights are provided in accordance with the mandatory consumer protection laws applicable to the customer's location.

Customers located in jurisdictions such as the European Union or United Kingdom may have statutory cancellation or withdrawal rights for eligible online purchases.

Where such rights apply, the customer must notify ARKAD STONE GALLERY within the legally applicable period.

Products must normally be returned unused, undamaged, and in their original condition and packaging, unless applicable law provides otherwise.

Custom-made or personalized products may be excluded from statutory withdrawal rights where permitted by applicable law.

8. Damaged Products

Because natural stone products are fragile and may be heavy, all orders are professionally packaged with transportation safety in mind.

Customers are requested to inspect their shipment immediately upon delivery.

If a product arrives broken, damaged, or visibly affected during transportation, please contact us within 48 hours of delivery whenever reasonably possible at:

info@arkadtic.com

Please include:

• Order number
• Photographs of the damaged product
• Photographs of the outer packaging
• Photographs of the inner protective packaging
• A brief description of the damage

Keeping the original packaging may be necessary for the carrier's insurance or damage claim process.

The 48-hour notification request is intended to allow us to initiate transportation claims as quickly as possible and does not limit any mandatory statutory rights available to the customer under applicable law.

9. Defective or Incorrect Products

If you receive an incorrect product or a product that materially differs from the specifications confirmed in your order, please contact us as soon as possible.

After reviewing the issue, ARKAD STONE GALLERY may, depending on the circumstances and applicable law, offer an appropriate solution such as:

• Replacement
• Repair
• Partial refund
• Full refund

Each case will be evaluated based on the product, nature of the issue, transportation conditions, and applicable consumer protection rules.

10. Return Shipping Costs

Where a return results from a defective, incorrect, or damaged product for which ARKAD STONE GALLERY is responsible, return or replacement shipping arrangements will be evaluated by us.

For eligible returns of non-defective and correctly delivered products, the return shipping costs are the responsibility of the customer, unless applicable mandatory consumer law requires otherwise.

Because many of our products are heavy natural-stone objects requiring specialized packaging, customers must contact us before returning any product.

Do not return any product without first contacting us and receiving return instructions.

11. Refunds

Once an approved returned product has been received and inspected, we will notify the customer regarding the outcome of the return.

Approved refunds will normally be issued through the original payment method.

Processing times may vary depending on the payment provider, financial institution, and country.

Original international shipping, customs duties, import taxes, or other third-party charges may not be refundable unless required by applicable law.

12. Delivery Delays

Estimated production and delivery dates are provided in good faith but may be affected by circumstances outside our reasonable control, including:

• Customs procedures
• International transportation delays
• Severe weather
• Carrier disruptions
• Public holidays
• Force majeure events
• Material availability
• Special production requirements

We will make reasonable efforts to inform customers of significant delays.

13. Contact Information

ARKAD STONE GALLERY
Operated by: ARKAD MAKİNA SANAYİ İÇ VE DIŞ TİCARET LİMİTED ŞİRKETİ

Address:
ADALET MAH., MANAS BLV. NO: 47 B
İÇ KAPI NO: 2601
BAYRAKLI / İZMİR
TÜRKİYE

Tax Number: 0790903957
MERSİS No: [TO BE ADDED]
Email: info@arkadtic.com