Bespoke & Made-to-Order Policy

Introduction

This policy explains the general process used for bespoke and made-to-order natural-stone products supplied through Marble Trays. It covers requirement gathering, feasibility review, material selection, quotations, approvals, fabrication, changes, inspection, delivery and after-order support.

A written quotation, specification, drawing, order confirmation or project agreement may include product-specific terms. Where a product-specific document is accepted, it should be read together with this policy and may provide more precise information for that order.

This policy should also be read with the current Terms & Conditions, Shipping & Delivery information, applicable returns and refund information, Privacy Policy and any care guidance supplied for the selected material.

What Is a Bespoke Order?

A bespoke or made-to-order product is designed, modified or produced around requirements that differ from the standard published specification. The requested changes may involve dimensions, shape, material, edge profile, finish, rim, handles, feet, compartments, inlays, engraving, logos, coordinated sets or project quantities.

A standard product manufactured after an order is placed is not automatically bespoke when its published dimensions and specification remain unchanged. The final classification is confirmed through the accepted quotation or order documentation.

Every request remains subject to feasibility. Stone characteristics, available slab dimensions, structural behaviour, weight, production methods, hardware, intended use and safe handling can limit which combinations are suitable.

Products Eligible for Customisation

Customisation may be considered across selected tray categories and other supported natural-stone objects. Availability depends on the requested material, scale, thickness, quantity, edge treatment, hardware and current production capability.

The categories shown below are examples of requests that may be reviewed. Their appearance here does not guarantee that every material, dimension or feature is feasible for every category.

Bespoke Inquiry

A clear enquiry helps the team assess feasibility and prepare the correct next step. Useful information includes the intended use, approximate dimensions, preferred shape, material direction, finish, edge profile, hardware, quantity, delivery destination and desired project timing.

Reference photographs, drawings, furniture dimensions, brand artwork or examples of an existing interior may be submitted where relevant. References are treated as design direction and do not create a promise of identical stone pattern, colour or construction unless the final written specification expressly confirms a measurable requirement.

The team may request additional details or recommend an alternative material, thickness, dimension or construction approach before a quotation is prepared.

• State the intended use and supporting surface.
• Provide dimensions in a clearly identified unit.
• Describe preferred colour, veining and finish.
• Identify handles, feet, compartments, engraving or other features.
• Provide the required quantity and delivery destination.
• Attach drawings or references only when you have permission to use them.

Measurements and Specifications

The final specification should identify the dimensions that affect fit, use and appearance. Depending on the product, this may include overall length, width, diameter, height, internal usable area, rim height, thickness, handle allowance, foot position, compartment size and expected weight.

Customers should verify supplied measurements against the intended furniture, surface, storage area, access route and use before approval. A dimension shown on a concept image should not be relied upon unless it is repeated in the accepted written specification or drawing.

Hand fabrication and natural material conditions can result in reasonable production tolerances. Any dimension that is operationally critical should be identified before quotation and confirmed in writing before production begins.

Material Selection

Material selection may be based on the requested stone family, individual material type, colour direction, veining character, finish, slab size, thickness and intended application. Current availability must be confirmed before the material is reserved or production is authorised.

The team may share available photographs, video, samples or general references. Lighting, camera settings, screen calibration, sample size and the position from which a slab is cut can affect how the material appears.

When a specific slab or portion of a slab is important, the written approval should identify what has been selected and whether the layout, orientation or feature placement has also been approved. Material may remain available to other customers until the applicable reservation or payment condition has been satisfied.

• Confirm the exact material name where possible.
• Review expected variation for the selected material family.
• Confirm polished, honed or other available finish.
• Identify any strong preference for vein direction or background tone.
• Ask whether a specific slab or general material character is being approved.

Natural Stone Variation

Natural stone is formed through geological processes and no two slabs, sections or finished pieces are visually identical. Variation can occur in veining, colour, shade, crystalline structure, mineral markings, pores, fissures, background tone, density and pattern distribution.

Cutting position, orientation, edge formation and the size of the finished product can change which features remain visible. A small sample or photograph cannot represent every area of a larger slab or guarantee the exact arrangement seen in a finished piece.

Natural characteristics are assessed in the context of the selected material and approved specification. A difference from a photograph, sample, rendering or previous item is not automatically a manufacturing defect.

Design and Drawing Approval

The approval process may include written requirements, a quotation, dimension schedule, technical drawing, engraving proof, hardware position, material reference or digital preview. The documents required depend on the complexity of the request.

Approval confirms that the customer has reviewed the information presented for production. It is important to check dimensions, spelling, initials, dates, logo orientation, hardware tone, finish, edge profile, quantity and delivery information before approval is given.

Approval may be recorded by email, accepted quotation, signed drawing, approved digital proof or another documented method used by the project. Verbal discussions should be reflected in the final written specification before production.

1. Review the complete specification and every drawing.
2. Confirm material and finish.
3. Confirm dimensions and units.
4. Confirm engraving, logo or personalisation text.
5. Confirm hardware and placement.
6. Confirm quantity, delivery destination and commercial total.
7. Provide written approval through the stated method.

Quotations and Validity

A bespoke quotation may include design review, material, fabrication, finishing, hardware, personalisation, protective packaging, delivery, installation, samples, taxes or other project-specific items. Only the inclusions stated in the quotation should be treated as included.

Quotation validity, material availability and production capacity can change. The validity period and any reservation conditions should be stated in the quotation or accompanying communication rather than assumed from this page.

A revised quotation may be required when dimensions, material, quantity, finish, hardware, delivery destination, access, artwork or project scope changes.

Deposits and Payments

The required payment structure is confirmed for each order. Depending on the project, this may involve full payment, a deposit and balance, staged payments or another written arrangement.

Production, material reservation or drawing development may not begin until the applicable cleared-payment condition has been met. Payment processing time, bank charges, currency conversion and transaction fees may affect when a payment is treated as received.

Additional work requested after quotation or approval may require a revised price and further payment before the change is implemented. No deposit percentage, due date or payment stage should be assumed unless it is stated in the accepted order documentation.

Production Start

Production may begin only after the requirements identified for the order have been completed. These may include an accepted quotation, approved measurements, approved material, final drawing, engraving proof, hardware selection, delivery information and the required payment or deposit.

The production-start date is not necessarily the enquiry date, quotation date or payment-instruction date. It is the date on which the order is sufficiently complete and authorised for the agreed production stage.

If information remains missing or contradictory, the order may be held until clarification is received. This protects the material and reduces the risk of producing an item that does not match the approved requirement.

Production Timeframes

The overall bespoke timeline can include requirement review, feasibility assessment, material sourcing, drawing development, customer approval, fabrication, finishing, quality inspection, packaging and delivery. Customer review time and shipping transit are separate from active fabrication time.

The applicable estimate depends on design complexity, material availability, dimensions, quantity, hardware, engraving, inlay, finish, current production capacity and any specialist partner coordination. The estimate should be confirmed in the quotation or order communication.

A production estimate may be revised when the scope changes, approval is delayed, selected material becomes unavailable, an unexpected natural condition affects fabrication or circumstances outside reasonable control disrupt the process.

Changes After Approval

A requested change is reviewed according to the stage already reached. Before material allocation or production, a change may be possible subject to feasibility, availability and an updated quotation or timeline.

After material has been allocated, drawings completed or fabrication started, changes may be restricted. Work already completed, material already cut, third-party costs and committed production time may affect the available options and any additional charge.

After completion, a design change may require a new order, replacement component or complete remake. The team should confirm the consequence of a requested change in writing before further work proceeds.

Customer-Supplied Designs

Customers may provide technical drawings, measurements, logos, artwork, reference photographs, engraving files, brand assets or product concepts. The customer should have the right to submit and authorise the use of those materials for the requested work.

Submitted information is reviewed for production suitability. A design may need adjustment or may be declined because of stone behaviour, structural risk, fabrication limits, legibility, safety, quality, copyright concerns or incompatibility with the available process.

The customer remains responsible for checking supplied dimensions, spelling, artwork content and rights. The final production file or drawing should be approved before work begins.

Samples and Digital Previews

Stone samples, slab photographs, colour references, 2D drawings, 3D visuals, digital mockups, engraving proofs and finish examples are communication tools. They help explain scale, proportion, layout and general material direction.

Screen colours vary, photographs can alter tone and a sample represents only a small area of a naturally variable material. Digital previews cannot reproduce the exact veining, translucency, texture, depth or reflections of the finished stone.

Unless expressly confirmed as a measurable requirement, a preview should not be treated as a guarantee of exact colour, pattern position, scale perception or surface appearance.

Fabrication Tolerances

Natural material, hand finishing, tooling, edge formation and assembly can create reasonable variation in dimensions, weight, surface character and detail. The relevant tolerance depends on the product and should be agreed before production when a measurement is critical.

Minor hand-finishing differences are considered in the context of the approved design and intended use. Numeric tolerance values should only be relied upon when they are written into the accepted specification or drawing.

Quality Inspection

Before dispatch, a bespoke product may be reviewed against the approved specification and the expected character of the selected natural stone. The review can include dimensions, shape, finish, edge treatment, surface appearance, handle or foot placement, engraving, stability and packaging suitability.

Quality inspection does not remove natural variation or transform a natural material into a visually uniform manufactured surface. The assessment considers whether the piece is consistent with the approved material and production requirement.

When a project has a specific inspection, sample approval or handover requirement, that process should be stated in the quotation or project documentation.

• Approved dimensions and shape
• Material and finish
• Edge profile and rim
• Hardware placement
• Engraving or personalisation
• Stability and intended assembly
• Protective packaging requirements

Delivery and Installation

Completed bespoke products are packaged according to their weight, dimensions, fragility, edge profile, hardware and destination. Protection may include wrapping, cushioning, reinforced cartons, fitted supports or crating.

Delivery availability, transit estimate, tracking, customs, access requirements and unloading responsibilities depend on the confirmed service. Large, heavy or project items may require an access assessment, appointment, lifting arrangement or specialist installation plan.

Installation is included only when it is stated in the accepted quotation or project agreement. Customers should provide accurate site access information and identify any restrictions before delivery is arranged.

Cancellation

A cancellation request is assessed according to the stage reached and the commitments already made. Before material allocation or design work begins, more options may be available than after material has been reserved, cut or fabricated.

After design development, material allocation, third-party ordering or fabrication has started, costs and work already committed may affect the amount that can be cancelled, credited or refunded. The applicable outcome should be confirmed in writing for the specific order.

No universal cancellation fee, percentage or deadline is created by this page. The accepted quotation, payment terms, applicable consumer rights and the actual stage of the order must be reviewed.

Returns and Refunds

Bespoke products require a case-specific review because they are produced to an approved requirement. A change of mind, a preference for different natural veining or a request to alter an approved specification is different from a manufacturing issue, incorrect item, delivery damage or failure to follow the approved specification.

When an issue is reported, retain the product, packaging and supporting information. Provide the order reference, approved specification and clear photographs so the concern can be assessed against the material character and agreed requirement.

Return, repair, replacement, credit or refund options depend on the circumstances, applicable law and the current policy or written agreement. This page does not create a blanket statement that every bespoke order is either always returnable or always non-returnable.

Product Care

Natural-stone care depends on the selected material, finish, intended use and exposure. Use a soft cloth and a suitable pH-neutral cleaner, avoid abrasive tools and acidic products, and remove spills promptly.

Do not assume that a decorative tray is suitable for direct food contact, high heat, standing water, outdoor exposure, structural loading or dishwasher cleaning unless the intended use has been confirmed in writing.

Lift and move the product with appropriate support. Avoid carrying a heavy tray by one handle, corner or rim, and protect the furniture beneath it where the weight, feet or stone surface could create pressure or scratching.

• Follow material-specific care instructions.
• Avoid acids, abrasive powders and harsh chemicals.
• Use coasters or protective layers where suitable.
• Do not expose the piece to unsupported heat or impact.
• Ask for guidance when the intended environment is unusual.

Intellectual Property

Bespoke work can involve Marble Trays designs, technical drawings, production methods, product concepts, photographs, digital visuals and project-specific details, together with customer-supplied logos, artwork, measurements and concepts.

Ownership, permitted use, confidentiality, reproduction and portfolio rights may depend on the origin of the design and the written project agreement. No permanent ownership rule should be inferred from the existence of a quotation or preview alone.

Customers should not submit material that infringes another party’s rights. Where ownership or exclusivity is commercially important, it should be addressed expressly in the accepted documentation before design or production work proceeds.

Contact Information

Contact Marble Trays for help with custom dimensions, material selection, quotations, drawings, approvals, production status, change requests, delivery or an existing bespoke order.

Use the active contact details displayed in the contact panel below or submit a structured bespoke enquiry through the Contact & Consultation page. Actual email, phone and WhatsApp details are loaded from the current public contact records rather than stored in this policy content.

Include the enquiry or order reference when discussing an existing request so the correct specification and approval history can be reviewed.