When you shop with us at www.marblemadestudio.com, aksjeselskapet The Agency Holding AS, you agree to our terms of purchase. It is therefore important that you read the terms carefully before completing your purchase. In the next section, you will find information about what applies when you, as a consumer, shop on our website www.marblemadestudio.com or through our customer service. You, our customer, are of course our highest priority, and we therefore want to make our terms as favorable to you as possible.
Skurdalsvegen 681
3580 Geilo
Organization number: 927 026 422
Purchase Agreement
A purchase agreement is concluded between you as the customer (consumer) and The Agency Holding AS (retailer) when you have completed a purchase and an order confirmation has been sent to the specified email address. The order confirmation means that we have approved the purchase and that a binding purchase agreement has been made. The order is linked to a payment obligation.
To place an order on www.marblemadestudio.com or through our customer service, you must be 18 years of age. If you have any questions or need help with ordering, you are always welcome to contact customer service by email: ciao@marblemadestudio.com
Prices
Reservations
We reserve the right to make typographical errors in price and product information or in other communications. We reserve the right to continuously change information and prices on all items in our assortment and subsequently correct incorrect pricing without prior notice. We reserve the right to make price adjustments, end sales, manage stock discrepancies, technical problems, changes in technical specifications, and any typographical errors on our website or in our advertisements. We reserve the right to cancel incorrect orders. All campaigns are valid as long as there are enough items in stock unless otherwise specified in the description.
Samples and images cannot guarantee that the exact appearance and nature of the product will be reproduced. Color reproduction may vary between image and reality, and for product samples, only the sample may be indicative. Samples of natural materials, especially stone with marbling, may vary more or less between different pieces of material.
Payment
When you order on our website, you can choose to pay by card (Visa/Mastercard/American Express) and invoice 50% upon order and the rest when it is to be delivered, before we ship from our warehouse.
When you order via our customer service by email and the order is placed manually outside the website, you can choose to pay by debit card, VIPPS, or make a payment to our bank account. Always enter your order number as a reference number for transfers via Bankgiro.
Installment Payment and Advance Payment
When you place an order through our customer service for an item we do not have in stock, it is a special order. For orders over NOK 10,000, an installment payment of 50% of the total order value is required before we activate the order and order your goods from the supplier. For special orders under NOK 10,000, advance payment applies.
By paying the installment/advance payment, you approve our terms of purchase and agree that your name and personal or organization number, as well as contact information (phone number and email address), will be registered in our customer register.
An order confirmation will be sent to you by your salesperson via email. The order confirmation is your proof of purchase and may need to be presented upon delivery of your goods or in the event of a complaint.
Final payment for the order must be made before delivery, but it is of course possible to pay the full amount at once.
Order Confirmation
Once you have ordered your items, a confirmation email will be sent to the email address you provided at the time of purchase, confirming that we have received your order. This order confirmation also serves as your receipt and may be useful to keep in case of any contact with our customer service.
Delivery Times
During peak seasons, delivery times may be longer.
For custom-order items, the delivery time is usually longer. Please note that the delivery times we communicate on our website are estimates from our suppliers and may therefore change. Remember that custom-order items are made to order according to your specific wishes (e.g., a chosen upholstery for a sofa or similar), and it is only after the suppliers' factories have received your order that they can return to us with an approximate delivery week.
Delivery times can also vary throughout the year and differ between various products and brands. During periods of high pressure in factories, delivery times tend to be longer than usual. Summer and Christmas can also affect delivery times, as some factories are closed for periods. We can therefore never guarantee delivery times, as delivery times are generally beyond our control.
Once your order is placed and confirmed by the supplier, you will be contacted by us with an estimated delivery week for your specific order. Please note, however, that this week may also change.
We reserve the right against any delays in production from suppliers, or delays with freight forwarders. These are circumstances we cannot control. However, we always strive for you as a customer to receive your goods within the specified estimated interval.
Right of Withdrawal
When purchasing natural materials such as marble, each stone is individual, and therefore deviations from the images provided will occur. If any shipping damage has occurred when you receive the item, you must report this to the carrier and MarbleMade within 7 days. Remember to note the damage on the waybill. Custom-ordered items are exempt from the right of withdrawal, as these are specially ordered items produced according to customers' requests. In case of cancellation of purchase or return of custom-ordered items, MarbleMade is entitled to compensation from 50% up to the full value of the item. As a customer, you have a guarantee against manufacturing defects on furniture in accordance with section 32, second and third paragraphs of the Sale of Goods Act (5 years). If you receive the wrong item or an item with manufacturing defects, you must immediately contact MarbleMade.
Returns & Complaints
According to Norwegian law, you have a 14-day open purchase and 30-day exchange right for items purchased online. When exercising the right of withdrawal, the item must be intact, unused, and any original packaging and tags must not have been removed from the product. The right does not apply to custom-ordered items and sale items. All our furniture is specially ordered according to the customer's wishes and is considered a custom-made purchase. You also have the right to complain about an item if it is suspected that the item has a defect. Should you receive the wrong item, please contact us at ciao@marblemadestudio.com.
We strive to inspect all items for errors and deficiencies before they are packed and sent to you as a customer. If damage occurs during shipping and there is visible damage to the packaging, only sign with reservations. You have the right to complain about an item if it is suspected that the item has a defect. If errors or deficiencies are discovered on a product purchased via www.marblemade.no, the buyer must as soon as possible within a reasonable time after the defect was discovered or should have been discovered, notify us that he or she is invoking the defect. The buyer has always complained in time if it happens within two months from when the defect was discovered or should have been discovered. Complaints can be made no later than two years after the buyer took over the item. If goods or parts of the goods are intended to last significantly longer than two years, the complaint period is five years. Notification and complaints can be made by email to ciao@marblemadestudio.com
In case of home delivery, you are responsible for checking whether transport damage has occurred to the item. If the damage is visible on the packaging, you must write this on the waybill from the freight company before they leave the premises and notify MarbleMade Studio about it. Damage not visible on the packaging must be reported to us by the following day. Contact us with information about the error and clear pictures of the product and possibly of damaged packaging. In this way, we can take the matter further with our carrier if the damage occurred during shipping. In case of a valid complaint, we pay for the return of the item and replace it with an identical or equivalent product free of charge. If it turns out that it is not possible to replace the item, the amount will be refunded in full.
In accordance with the law (2005: 59) on distance contracts and off-premises contracts, you as a consumer have the right to cancel your purchase within 14 days after receiving the goods. The right of withdrawal is granted provided that your item is not specially ordered specifically for you, or that you have used/assembled the product, more about exceptions to the right of withdrawal can be read a little further down.
If an item is not a custom-ordered item, it is always covered by the right of withdrawal. The right of withdrawal only applies to private individuals, not businesses.
For the right of withdrawal to apply, the product must be returned in an unaltered condition and in undamaged original packaging together with the packaging it came in. The product must not have been used. It is therefore important that you open the package carefully so that the packaging or product is not damaged. In cases where the item is sealed, it must be unbroken, and the item must not have been assembled. In cases where the original packaging is missing or damaged, we reserve the right to deduct up to 30% of the item's value. If you wish to exercise your right of withdrawal, please contact customer service before returning an item.
For small shipments such as interior details and smaller table - and wall lamps where the package weighs under 10 kg and/or is under 150 cm long on one of the sides, we charge a fee of NOK 195 for the return, which is automatically deducted from the refund. Your item must be covered by the right of withdrawal in accordance with our terms of purchase. If you wish to return such an item, please contact customer service to receive a prepaid return label and delivery note sent to you with instructions on how to proceed. You must print out the delivery note and place it in the package with the item, and the return label must be taped to the outside of the package. You then hand in the return shipment to the nearest Postnord service point.
Return of medium-sized packages such as a dining chair, floor or ceiling lamp where the package weighs over 10 kg or is over 150 cm long on one of the sides can be returned through Posten/Bring home delivery or agent, depending on location. The return shipment is ordered to the same address as the delivery was made to. If you wish to return a package, we ask you to contact customer service to receive a return label and delivery note sent to you along with further instructions on how to proceed to order pickup. You print out the delivery note and place it in the package with the item, and the return label must be taped to the outside of the package. Your item must be covered by the right of withdrawal in accordance with our terms of purchase. We charge a fee of NOK 595 which is automatically deducted from your refund.
If you submit the return without your return label, you must still contact us in advance to receive a delivery note that we can send to you. The return must then be sent back to our online warehouse, the return address is:
MarbleMade Studio - The Agency Holding AS
Skurdalsvegen 681,
3580 Geilo
The product is in the customer's possession until we have received the return, therefore it is important that the product is not damaged during shipment. Therefore, pack the package carefully. The customer is responsible for any damage during transport when the item is sent back to us. We recommend sending traceable packages for your own safety. Note that the return must be sent directly to our warehouse, not to a postal agent. Contact your nearest postal agent for more information. If you have questions regarding the right of withdrawal/return, you are welcome to contact our customer service. Shipping costs and handling fees for the return shipment are your responsibility as a customer if you have not contacted us beforehand to receive a prepaid return label.
Exceptions to the right of withdrawal
An exception to the right of withdrawal is if your item is a custom-ordered item, i.e., it is specially ordered specifically for you and/or produced according to your specific wishes. If your item is defined as "custom-ordered", it means by definition that it is specially ordered and produced according to your specific order. All items referred to as "custom-ordered" are therefore not covered by open purchase or exchange rights unless otherwise agreed.
At the time of delivery, you as a customer can of course inspect the item to determine its condition and function, but if you have used or assembled the item and discarded or damaged the original packaging, the right of withdrawal does not apply. It is therefore important that you open the package carefully so that the packaging or items are not damaged. In cases where the item is sealed, it must be unbroken, and the item must not have been assembled.
The right of withdrawal only applies to private individuals, not businesses.
If you have any questions regarding the right of withdrawal or return policy, you are always welcome to contact our customer service. You can reach us by email: ciao@marblemadestudio.com
Refund
In the event of a canceled purchase, we will refund the same amount that you as a customer paid for the item minus any return costs as above. Please note that it may take up to 14 days from the day you return the item until the refund is made. The Agency Holding AS reserves the right to wait with repayment until we have received the item or until you have been able to prove that the item has been sent back to us. The refund is made via the same payment method that was used at the time of purchase, unless otherwise agreed.
If, when we receive the item back, it turns out that its value has decreased due to your use or handling of it to a greater extent than necessary to determine the item's properties and functions, we have the right to deduct this from the refund amount.
If you have used the invoice or partial payment method, it is important that you pay the invoice to avoid any reminder fees. The amount will be refunded once we have received and registered the return to our online warehouse.
Shipping and Delivery
The shipping methods offered vary depending on the size of your order and your location in Norway. Large furniture can be delivered on a pallet by a selected freight forwarder.
The following applies to Norway
Home delivery is carried out by our partner Posten/Bring, who deliver on weekdays during the day. As soon as your goods are paid for and ready for delivery, we will send them from us. You will be contacted by Posten/Bring to arrange home delivery. The goods are delivered free of charge to the property line/curbside (no carrying) for special orders over NOK 5,000*.
*For selected postcodes 7740-9999, shipping costs are calculated separately and will be displayed at checkout before the order is confirmed.
Posten ombud (service point) can be chosen for small to medium-sized packages. Different delivery points may have different size restrictions for packages. If the shipment is too large for your delivery point, the delivery method will automatically be updated to Posten/Bring Home Delivery (daytime).
Contact is usually made via SMS. Don't forget to bring identification to the postal agent for parcel collection.
For delivery outside Norway, the following applies:
We can deliver to all countries within the EU. Shipping is added depending on the country and paid by you as the customer. Contact us for more information and to get help with ordering.
For the rest of the world, we do our utmost to meet your delivery requirements. Contact us for further information and ordering.
For deliveries outside Norway, shipping costs and any import and customs fees will be added. These are always paid by you as the customer.
Change delivery address
You can update your delivery address until the item leaves our warehouse. To change the address, BankID on your mobile phone is required. After the shipment has left our warehouse, we cannot update the delivery address. For shipping with PostNord, it is possible to update the delivery address for a fee of NOK 200 .
Unclaimed package and receipt of delivery
As a customer, you are responsible for ensuring that there is a recipient available to approve the delivery at the agreed delivery time. If you are not on site to receive the delivery, this will incur costs for us, which we reserve the right to charge you for. For example, if you as a customer did not collect your item from the delivery location despite reminders, were not available to receive the delivery or could not be reached at the specified phone number, provided incorrect information regarding name, address, or contact details, or if you refused to accept the delivery.
Your package usually remains at the post office for 14 days before being returned to our warehouse. If an uncollected package is returned to us, you will be charged a fee of 195 NOK for smaller items and 595 NOK for larger items which will be deducted directly from the refunded amount. If your item is not covered by the right of withdrawal and has not been approved for return by us, we will contact you for a new delivery attempt for your item.
Shipping Damage
In the event of shipping damage, where a consignment is damaged during transport, the following conditions must be met for a claim to be possible:
1. The damage must be noted on the waybill by the driver upon receipt of the consignment; it is important that you request a copy of this at the time of delivery, which you can send to us.
2. Claims must be made within 24 hours to our customer service: ciao@marblemadestudio.com
When you receive a consignment: Always carefully check the outer packaging of the consignment upon delivery before signing the waybill. If the packaging is damaged, it must be noted on the driver's waybill; this helps us handle your case in the best possible way. Responsibility for the condition of the goods passes to you as soon as the carrier has acknowledged the delivery.
Claims must be made within 24 hours for the damage to be reported to the carrier. So-called hidden transport damages, which are only discovered when the goods are unpacked, must also be reported to us within 24 hours. Therefore, immediately check the inner packaging and the condition of the item after delivery.
For complaints, please contact customer service: ciao@marblemadestudio.com. Here, describe the complaint and include photos you have taken of the product, packaging, and defects. Once we have received your complaint, you will be informed of the next steps in the process, which vary from case to case.
Complaint
According to the Consumer Purchase Act (1990: 932), you as a customer have the right to complain about manufacturing defects (hidden defects) within 3 years of receiving the product. The right to complain applies to original defects, not defects that have arisen as a result of careless handling, incorrect handling, wear and tear, or failure to follow maintenance instructions.
A complaint about a visible defect must be made immediately when you discover the defect or within a reasonable time. Within 2 months from the delivery date is always considered within a reasonable time. The Agency Holding AS is not responsible for defects in the product that have arisen as a result of careless handling or failure to follow maintenance instructions. The packaging must be stored and documented.
If you wish to complain about a product, you can contact our complaints department. To facilitate the handling of your case, we ask you to send a receipt/order number, name and contact information, which article it applies to, pictures of the defect, and a short description to the email: ciao@marblemadestudio.com
Natural Material
Many of the items we sell are made from natural materials such as stone, wood, leather, metal, and more. Natural materials often vary in appearance, size, and structure from product to product, which is entirely natural. This includes knots, grain, color variations, structural differences, marbling, limestone, sandpits, marks, and scars in natural leather, and so on. These natural variations are characteristics that the designer often intends to maintain or otherwise enhance as part of the design and do not constitute a valid reason for complaint.
For natural materials to maintain good quality over time, the maintenance advice we provide upon purchase and on the website must be followed. In the event of damage and wear and tear resulting from not following these instructions, The Agency Holding AS reserves the right to refuse a complaint.
Cancel a purchase of a custom-ordered item
If you wish to cancel an already completed purchase of a custom-ordered item, we will, of course, help you cancel the purchase as far as we can. This should be done within 24 hours from the time of order to ensure that we have not had time to forward your custom order to the supplier. In some exceptional cases, it may be possible to cancel your purchase even after 24 hours, but only provided that we can in turn cancel the purchase from the supplier, which is not guaranteed. If cancelling after the product has begun production incurs costs for us, we reserve the right to deduct this from the refunded amount, for example, by retaining all or part of the paid advance payment.
We do not guarantee delivery times but only provide the supplier's approximate delivery time. Delivery time varies and is based on how busy a supplier's factory is at any given time. The fact that delivery took longer than estimated is usually not an acceptable reason to cancel a purchase.
Force Majeure
We will always do everything in our power to ensure that you as a customer receive your goods delivered. However, The Agency Holding AS cannot be held responsible for delays resulting from extraordinary events or circumstances beyond our control, which we could not reasonably have foreseen or overcome without financial loss. This includes, but is not limited to, natural disasters, strikes, wars, riots, blockades, government intervention, fires, explosions, boycotts, and other force majeure-like circumstances affecting delays at suppliers and/or delivery.
Privacy Policy – GDPR
We at The Agency Holding AS want you as a customer to feel confident that we handle your personal data with the utmost care and respect. We value the protection of personal data and comply with applicable personal data legislation (EU) 2016/279 and the General Data Protection Regulation (GDPR).
The Agency Holding AS, Skurdalsvegen 681, 3580 Geilo, organization number: 927 026 422 is responsible for the processing of your personal data when you shop in our physical store or on our website www.marblemadestudio.com.
We reserve the right to update the privacy policy at any time.
Personal Information
Personal data is information that identifies or makes identifiable a natural person. This can include, for example, name, national identity number, address, telephone number, email, IP address, browser settings, or images. By shopping on our website or in our physical store, you agree that we handle and store your personal information.
You have the right at any time to request an extract of what personal data we have stored about you. You can do this free of charge once a year by requesting a written extract from our customer service via email: ciao@marblemadestudio.com
You also have the right to request that we correct incorrect information or delete your personal data at any time.
Contact us
If you have any questions, need guidance on making the right choices, or anything else, please feel free to get in touch.
