Help

Frequently asked questions

Can’t find your answer? Write to sloane.stone11@gmail.com — a real person replies within one business day.

How long does delivery take?

Each piece is quality-checked and packed for international transit of natural stone, then shipped with tracking. Most orders arrive within 10–25 business days. You’ll receive a tracking number by email the moment your order ships. Full details in our Shipping Policy.

How much is shipping?

Orders of $150 or more ship free worldwide. Orders under $150 ship at a flat rate of $12.

Will I be charged customs or import fees?

Depending on your country, international orders may be subject to import duties or taxes set by your local authorities. See our Shipping Policyfor details — and if anything about a charge looks wrong, email us before paying it and we’ll help sort it out.

What if my order arrives damaged?

Stone is packed to survive rough handling, but accidents happen. Email us within 7 days of delivery with photos of the item and packaging, and we’ll send a replacement or issue a full refund — your choice.

Can I return a piece if I change my mind?

Yes — returns are accepted within 14 days of delivery. See Returns & Refunds for how it works.

Why does my piece look different from the photos?

Because it is one of one. Every ELUMA object is cut from a single block of natural stone — travertine pores, marble veining and basalt grain never repeat. The photos show a representative piece; yours exists exactly once. That variation isn’t a flaw, it’s the point.

How do I care for natural stone?

Wipe with a soft, slightly damp cloth and dry. Avoid acidic cleaners (vinegar, citrus) — they etch marble and travertine. For pieces used with food or candles, a wipe after use is all they need. Stone has furnished homes for thousands of years; it does not ask for much.

Is checkout secure?

Yes. The site runs entirely over encrypted connections (HTTPS), and payment details are handled by our payment providers — they never touch our servers.