PRELA ATELIERCustomer Support
Frequently Asked Questions
Answers to common questions about natural stone, orders, shipping, returns, payments, and bespoke commissions.
Products
Are all pieces made from real natural stone?+
Yes. Prela Atelier pieces are made from natural stone such as marble, travertine, onyx, and related materials. We do not present resin or composite materials as natural stone.
Will my piece look exactly like the photos?+
No two natural stone pieces are identical. Veining, tone, pores, and mineral marks vary naturally. Product images represent the design and material family, but each finished piece is unique.
Do products include a certificate?+
Where applicable, orders include stone documentation or a certificate of authenticity. The product page or order confirmation will indicate what is included.
Orders and Payment
Which currencies do you support?+
Prices are stored and processed in EUR. The site can display EUR, USD, or GBP for convenience, using the conversion settings configured by Prela Atelier.
Which payment methods are available?+
Available payment methods may include PayPal, card payment, or bank transfer depending on checkout configuration and destination. Bank transfer orders are confirmed after payment is received.
Can I download an invoice?+
Yes. Customer invoice links are included in order emails and order confirmation pages where available. Admin users can also view and download invoices from the order management area.
Shipping and Returns
Where do you ship?+
We ship from Albania to Albania, Europe, and selected international destinations. If your destination is not available at checkout, contact us before ordering.
How long does delivery take?+
Ready-made pieces are normally prepared within 2 to 5 business days after payment confirmation. Delivery time after dispatch depends on the courier and destination.
Can I return an item?+
Eligible ready-made items may be returned within 14 days if unused, undamaged, and in original packaging. Bespoke and personalized pieces are generally not returnable unless faulty or incorrect.
What if my order arrives damaged?+
Contact us within 48 hours of delivery with your order reference and clear photos of the item and packaging. Keep all packaging while the case is reviewed.
Bespoke Commissions
Do you make custom pieces?+
Yes. We accept bespoke enquiries for trays, bowls, vessels, sculptural objects, furniture components, architectural details, and special projects.
How long does a bespoke commission take?+
Most bespoke pieces require 4 to 8 weeks after approval, depending on complexity, material availability, and delivery destination.
Can I send dimensions or reference images?+
Yes. Share dimensions, intended use, material preference, budget, and references through the bespoke enquiry form. File upload support is planned as part of the next business-platform upgrade.
Care
How should I clean marble?+
Use a soft cloth, warm water, and pH-neutral stone cleaner. Avoid vinegar, lemon juice, bleach, abrasive powders, and acidic products.
Does natural stone need sealing?+
Many stones benefit from periodic sealing, especially porous materials such as travertine and limestone. See our care guide for more detailed advice.
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