We are responsible for your order until you have physically received it. All our deliveries are insured and in order to request a claim from insurance companies we must submit documents proving that the damage happened in transit. Upon delivery, immediately check your package and item. Write down the damage and take pictures. You must claim the damage within two days of delivery. If no claim is made, the item will be considered fully accepted. Marble By Me reserves the right to inspect, repair and replace goods at its sole discretion. In the event of damage, you must always contact us via email, hello@marblebyme.com and
Contact us within two days of delivery and provide us with the following information:
- Order number
- Name, address, phone number and email address
- Pictures of the damaged item (picture of the damaged packaging, full picture of the item and the damage, close-up damage)
- Description of incident
- Request for full refund, partial refund or new item
After approval from the insurance company, we will start processing based on your request with compensation or full refund without extra charge. In case of damage that is very small and not visible or acceptable to you, we will inform the insurance company that you keep the item and ask for a partial refund at your request